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Roberto Viaro Tolim

@robertoviarotolim

Customer Experience professional at Pine Cliffs Resort, resolving guest issues and coordinating service for restaurant operations of up to 250 guests.

Portugal

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What I'm looking for

I'm targeting remote Customer Support, Customer Experience, Guest Experience, and Travel/Hospitality Tech roles.

At PINE CLIFFS RESORT - PORTOFINO RESTAURANT, ALGARVE, I lead guest service and shift operations in a 5-star luxury resort. I coordinate reservations and walk-ins with reception, kitchen, and service teams while helping manage restaurant operations of up to 250 guests per evening.

I resolve guest complaints, delays, dietary needs, and last-minute requests with practical solutions. I also monitor service flow and kitchen timing, reprioritizing tasks when needed.

Across PINE CLIFFS RESORT & ALGARTEMPO - ALGARVE, I built customer-facing experience in luxury hotels, resorts, restaurants, and bars. I supported busy shifts and handled international guest requests and operational changes in Portuguese, English, and Spanish.

At GRUPO AFEET - ARTWALK / AUTHENTIC FEET / MAGIC FEET, BRAZIL, I progressed from E-commerce Intern to E-commerce Assistant. I used VTEX to maintain products, SKUs, and website content, and ABACOS to support logistics, inventory, invoicing, and product allocation.

Experience

Work history, roles, and key accomplishments

Current

Guest Experience & Shift Operations

Current

Pine Cliffs Resort - Portofino Restaurant

Jan 2026 - Present (8 months)

Lead guest service in a 5-star luxury resort environment within Marriott's Luxury Collection, supporting restaurant operations of up to 250 guests per evening. Resolve complaints, manage reservations, and coordinate with teams to ensure smooth service flow.

Customer Service Guest Experience Shift Leadership Reservations Complaint Handling Cross Department Coordination Time Management

Current

Events & Client Experience

Current

Metodos e Pretextos - Premium Events & Catering

Jan 2023 - Present (3 years 8 months)

Deliver premium service at luxury weddings, private events and catering operations ranging from 100 to 300+ guests. Handle last-minute changes, client requests and time-sensitive setups, including cocktail service and customized guest experiences.

Event Management Client Experience Catering Time Management Customer Service

Luxury Hospitality / International Guest Service

Pine Cliffs Resort & Algartempo

Jan 2019 - Dec 2025 (6 years 11 months)

Built broad customer-facing experience across luxury hotels, resorts, restaurants and bars, including Pine Cliffs, PortoBay, Santa Eulalia, 3HB, NAU Salgados and Casino Vilamoura. Led busy shifts and handled international guest requests and complaints under pressure.

Customer Service Guest Experience Shift Leadership Service Recovery Multilingual Communication Cross team Communication

E-commerce Assistant

Grupo Afeet - Artwalk / Authentic Feet / Magic Feet

Progressed from intern to E-commerce Assistant, working primarily with Artwalk in a sneaker-focused digital retail environment. Used VTEX to publish and maintain products and SKUs, and supported email marketing, remarketing, and campaign content.