Gabriel Serrao
@gabrielserrao
Hospitality professional specializing in guest relations, event coordination, and high-end onboard experiences across cruise and tourism.
BrazilWhat I'm looking for
I’m a hospitality professional with over 6 years of experience in cruise and tourism, focused on delivering exceptional, high-end personalized experiences. I bring strong guest relations and conflict resolution skills, consistently maintaining service standards in fast-paced environments while coordinating across teams to ensure guests feel truly supported.
In my current role as an Entertainment Administrator, I coordinate onboard wedding programs, serve as a liaison between departments, and manage confidential documentation. I also handle administrative responsibilities like financial reporting and supply chain ordering (Crunchtime), and I prepare monthly Kronos reports, ILO schedules, and safety meeting documentation. Previously, as a Guest Services Officer, I managed front-desk inquiries, billing questions, and onboard service requests, resolving concerns to protect guest satisfaction and retention.
Experience
Work history, roles, and key accomplishments
Coordinated onboard wedding programs and liaised across multiple departments to ensure seamless delivery of guests’ special events. Managed confidential documentation, financial reporting, supply chain ordering (Crunchtime), and produced monthly Kronos reports, ILO schedules, and safety meeting documentation.
Delivered front-desk guest service by handling inquiries, complaints, billing questions, and onboard service requests to ensure high satisfaction. Coordinated with housekeeping and maintenance, supported embarkation/disembarkation, maintained guest interaction records, and promoted onboard amenities and activities while ensuring compliance with service standards.
Managed box office bookings for onboard sports and entertainment activities and provided VIP support in entertainment venues. Ensured crowd control and safety during peak times, including serving as a certified FlowRider Instructor (Level 3) and Rock Wall instructor, while promoting and organizing private lessons and competitions.
Executive Tour Guide
Heineken BR Group
Apr 2019 - Oct 2019 (6 months)
Led guided brewery tours, explaining production processes to diverse audiences while maintaining strong operational knowledge. Coordinated communication between factory staff and headquarters, and managed bookings and relationships with schools and institutions.
Tour Guide
Toyota Factory
May 2018 - Apr 2019 (11 months)
Conducted factory tours explaining manufacturing processes and coordinated group visits to support client relationships. Assisted with internal communication between departments to ensure smooth tour operations.
Exchange Program Sales Rep
Egali Intercambio
May 2017 - May 2018 (1 year)
Sold international exchange programs to a wide audience and maintained follow-up to close sales while ensuring customer satisfaction. Provided after-sales support and delivered presentations in schools and universities.
Education
Degrees, certifications, and relevant coursework
Federal University of São Carlos (UFSCar)
Bachelor of Tourism, Tourism
2011 - 2015
Completed a Bachelor in Tourism at Federal University of São Carlos (UFSCar) from 2011 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
Skills
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