Mafalda Johannsen

• Consultancy projects in the network (training staff, changing procedures, detecting issues and investigating ways to resolve them, developing new strategies, etc.); • Produce weekly summaries and analyses of financial reports from all 20 network cities; • Organize company’s corporate events all over Europe; • Act as the point of contact between the Executive Team and the Regional Directors and Managers; • Administrative tasks, arranging travel and accommodation, maintaining financial databases.

Organising tour meeting points and overseeing the smooth running of tours Responsibility for tour ticket sales and cashing up Completing daily administrative duties to assist in company marketing programs Liaising with freelance guide clients on a daily basis Reporting to the City Manager regarding daily operations and providing feedback

• Provided financial incentives to qualified prospects in order to invite them to sales presentations; • Assisted guests with tips and suggestions about the Orlando area; • Produced written information for customers; • Solved customers' problems; • Worked as concierge and guest services representative in different hotels; • Lead generation in order to create sales volume for the resort that is promoted; • Made the tours’ reservations.

• Drive qualified tours to Westgate Resorts; • Communicated courteously with customers face to face; • Provided information to guests about Orlando and its local attractions; • Handled customer complaints; • Issued refunds or compensation to customers; • Interacted with guests in order to understand their needs.

• Interacted with guests in Crown Plaza Hotel and collected surveys; • Analyzed data.