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I’m a Guest Relations and Concierge professional with a solid track record in hospitality, dedicated to delivering personalized, seamless experiences for guests. I’m transitioning into Customer Support/Service, where I can combine frontline hospitality skills with tech tools to manage tickets, track SLAs, and analyse service metrics to drive fast, customer-centered solutions. Having worked across luxury hotels in Lisbon and Setúbal, I pride myself on proactive communication, problem solving, and organisational attention to detail. I aim to leverage Salesforce and Zendesk to streamline guest interactions and elevate service quality.…I’m a Guest Relations and Concierge professional with a solid track record in hospitality, dedicated to delivering personalized, seamless experiences for guests. I’m transitioning into Customer Support/Service, where I can combine frontline hospitality skills with tech tools to manage tickets, track SLAs, and analyse service metrics to drive fast, customer-centered solutions. Having worked across luxury hotels in Lisbon and Setúbal, I pride myself on proactive communication, problem solving, and organisational attention to detail. I aim to leverage Salesforce and Zendesk to streamline guest interactions and elevate service quality.

Miguel Silva

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I’m a Guest Relations and Concierge professional with a solid track record in hospitality, dedicated to delivering personalized, seamless experiences for guests. I’m transitioning into Customer Support/Service, where I can combine frontline hospitality skills with tech tools to manage tickets, track SLAs, and analyse service metrics to drive fast, customer-centered solutions. Having worked across luxury hotels in Lisbon and Setúbal, I pride myself on proactive communication, problem solving, and organisational attention to detail. I aim to leverage Salesforce and Zendesk to streamline guest interactions and elevate service quality.…I’m a Guest Relations and Concierge professional with a solid track record in hospitality, dedicated to delivering personalized, seamless experiences for guests. I’m transitioning into Customer Support/Service, where I can combine frontline hospitality skills with tech tools to manage tickets, track SLAs, and analyse service metrics to drive fast, customer-centered solutions. Having worked across luxury hotels in Lisbon and Setúbal, I pride myself on proactive communication, problem solving, and organisational attention to detail. I aim to leverage Salesforce and Zendesk to streamline guest interactions and elevate service quality.

Available to hire

I’m a Guest Relations and Concierge professional with a solid track record in hospitality, dedicated to delivering personalized, seamless experiences for guests. I’m transitioning into Customer Support/Service, where I can combine frontline hospitality skills with tech tools to manage tickets, track SLAs, and analyse service metrics to drive fast, customer-centered solutions.

Having worked across luxury hotels in Lisbon and Setúbal, I pride myself on proactive communication, problem solving, and organisational attention to detail. I aim to leverage Salesforce and Zendesk to streamline guest interactions and elevate service quality.

Skills

CRM

Salesforce

Zend

Experience Level

CRM

Expert

Salesforce

Intermediate

Zend

Intermediate

Work Experience

Concierge at The Ivens Hotel, Lisbon

June 1, 2024 - Present

Welcomed guests with a warm, personalised arrival experience; managed reservations for restaurants and exclusive activities/events; organized luxury transport; recommended tourist attractions and exclusive venues; executed special requests such as surprises or gifts; assisted with luggage and other logistical services; coordinated services including laundry, floral arrangements, and wellness treatments; handled complaints with quick, effective solutions.

Receptionist 1st / Guest Experience at Epic Sana Marquês Hotel, Lisbon

April 1, 2022 - May 31, 2024

Welcomed and assisted guests in a personalised manner; prepared rooms, suites and adjacent areas; performed check-ins/check-outs and managed reservations; checked rooms and critical points for issues; reported operational concerns; represented the SANA brand through hospitality and a culture of excellence.

Receptionist 1st/Night Auditor at Hotel Casa Palmela - Small Luxury Hotels of the World, Setúbal

January 1, 2021 - March 31, 2022

Welcomed and accompanied guests in a personalised manner; created and managed experiences tailored to individual preferences; coordinated special requests and celebrations; mediated complaints and resolved unforeseen situations; promoted local activities and experiences; collected feedback and prepared reports; maintained security and operations during night hours.

Guest Relations at Hotel Iberostar Selection Lisboa, Lisbon

April 1, 2019 - May 31, 2020

Welcomed and accompanied guests from arrival to departure; personalised experiences based on guest preferences; prepared, checked and supervised rooms and areas; conducted inspections and reports; documented and submitted periodic reports to management focusing on improvements and feedback.

Guest Relations at Myriad by Sana Hotels, Lisbon

February 1, 2018 - March 31, 2019

Welcome, accompany and maintain close contact with guests before, during and after their stay; handle special requests; anticipate guests' needs and coordinate with other departments to fulfill requests; manage complaints with quick, calm solutions to ensure satisfaction.