Looking for a job

Joao Mineiro

@joaomineiro

I strengthen brand reputation and customer relationships through luxury hospitality service recovery and stakeholder coordination.

Portugal

Message

What I'm looking for

I'm seeking a marketing-focused role where I can apply customer insight, brand reputation management, stakeholder relations, communication, and commercial awareness.

I've built customer experience and brand reputation expertise across luxury and upscale hotels in Australia, including W Sydney, The Fullerton Hotel Sydney, QT Sydney, Novotel Sydney Parramatta, and InterContinental Double Bay.

At W Sydney and The Fullerton Hotel Sydney, I managed sensitive guest concerns, negotiated tailored service-recovery solutions, and represented hotel brands in public responses across Booking.com, Tripadvisor, and Google Reviews. I also coordinated internal teams and external businesses to resolve guest issues while balancing satisfaction with commercial standards.

I'm now looking to bring my customer insight, professional communication, stakeholder relations, and commercial awareness into a marketing-focused role.

Experience

Work history, roles, and key accomplishments

Porter

InterContinental Double Bay

Jan 2024 - Jan 2025 (1 year)

Delivered personalised luxury guest service, coordinating concierge support, luggage handling and guest transport.

Guest Service Concierge Luggage Handling Transport Coordination

Welcome Supervisor (Pre-opening)

W Sydney

Jan 2023 - Jan 2024 (1 year)

Supported the pre-opening leadership team, supervising welcome operations and frontline staff in a high-profile luxury hotel environment. Managed multiple guest and operational priorities, resolving sensitive guest concerns through negotiation and tailored service-recovery solutions.

Customer Experience Stakeholder Relations Negotiation Service Recovery Brand Reputation Review Management Cross functional Coordination Prioritization Ticket Management Opera PMS

Front Office Supervisor

Fullerton Hotel Sydney

Jan 2022 - Jan 2023 (1 year)

Led daily front office operations, supervised and trained employees, and managed guest escalations, billing and rostering. Negotiated solutions for sensitive complaints and responded to guest feedback on public platforms.

Front Office Operations Team Supervision Training Guest Escalation Resolution Billing Rostering Negotiation Service Recovery Review Management Booking.Com Trip Advisor Google Reviews Prioritization Ticket Management

Guest Services Agent

Novotel Sydney Parramatta

Jan 2022 - Dec 2022 (11 months)

Managed check-in/check-out, reservations, room allocation and guest assistance in a fast-paced customer-facing environment. Handled guest enquiries and complaints, coordinating resolutions with internal teams and external providers.

Check in Check out Reservations Room Allocation Guest assistance Complaint Handling Coordination Review Management

Night Auditor / Night Manager

QT Sydney

Jan 2020 - Jan 2022 (2 years)

Oversaw overnight hotel operations, revenue auditing, financial reconciliation and coordination across multiple departments. Handled escalated guest complaints independently, negotiating service-recovery solutions and representing the hotel in online feedback responses.