Ana Olival

Support management with daily reporting and manage reservations and team coordination across tours; synchronised and updated schedules across GetYourGuide, Viator, Civitatis, Airbnb and Musement, handled customer service and billing using Moloni, and managed cash fund and payments.

Managed reservations via FareHarbor, GetYourGuide and Viator and coordinated daily group schedules to align languages and itineraries; performed administrative tasks including invoicing, partner communication, customer service and completed institutional surveys for INE.

Managed end-to-end recruitment, onboarding (Fourth) and payroll coordination with HODs, handled conflict resolution and investigations, and developed engagement initiatives such as Employee of the Quarter and staff events.

Handled reservations via phone, email and Resaweb, maximised revenue through upselling and cross-selling, managed cancellations and complaints, and maintained office supply inventory for all departments.

Welcomed guests, managed check-ins/outs, enrolled guests in the loyalty program, operated the switchboard and handled daily correspondence across departments to ensure smooth front-desk operations.

Managed guest check-ins/outs using Opera, organised transport and promoted the hotel loyalty program while responding to guest inquiries via phone, email and in person.

Managed check-ins/outs using Brilliant, performed administrative tasks including archiving and scanning, provided bar and restaurant service and assisted guests with luggage and mobility needs.

Managed administrative tasks for car rental operations, promoted services, handled complaints and cancellations, oversaw fleet administration and coordinated customer transfers and pick-ups.

Led a team of six, assisted customers during purchases to ensure satisfaction, processed transactions, organised and restocked sales areas and fostered customer loyalty.

Grade: level 3

Activities and societies: Written Assignments & Reports, Case Studies & Scenarios, Practical HR Tasks, Presentations, Self-Assessment & Reflection

Completed CIPD Level 3 Foundation in People Practice covering HR fundamentals and people management practices in 2023.

Completed NVQ Level 3 in Hospitality through Babcock International from 2014 to 2015, focusing on hospitality operations and service standards.

Completed accounts and administration training at Serform in Funchal from 2006 to 2009.

Attained a Tourism Agent qualification at Escola Profissional de Hotelaria e Turismo Madeira in 2003–2004.

Completed secondary education at Escola B + S de Machico from 2000 to 2003.