PETERSON HIAGO DA SILVA

• Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
• Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
• Oversaw cash handling procedures, including banking and safe management, to ensure financial security.
• Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
• Managed and motivated large teams of staff to deliver against daily operational targets.

• Supervise daily Food & Beverage operations, ensuring high standards of service, presentation, hygiene, and guest satisfaction.
• Led and supported F&B team during breakfast, lunch, dinner, and peak service periods to maintain high service standards.
• Monitored food and beverage quality, presentation, stock levels, and service standards to uphold guest satisfaction.
• Train, coach, and support team members to maintain consistent service standards.
• Allocated daily duties and managed staff breaks to ensure smooth, efficient service delivery.

Handle guest requests, feedback, and complaints professionally, ensuring issues are resolved promptly.

• Managed daily operations, staff, and large-scale events for up to 200 guests in luxury 5-star hotel, enhancing guest experience through effective leadership and organisation.
• Oversaw scheduling for team of 30 employees and monitored performance metrics to uphold high service standards.
• Coordinated interdepartmental workflows and trained new staff to ensure seamless operations and consistent high-quality service in fast-paced environment.
• Supported the planning and execution of events, ensuring all client requirements were met within deadlines and budget constraints.
• 5-Star Hotel

• Managed client loan applications and accounts, ensuring accurate documentation and timely processing, contributing to client satisfaction and compliance with bank policies.
• Served as primary contact for clients, resolving inquiries and providing guidance on loan products while collaborating with internal teams to enhance service delivery.
• Gained expertise in client relationship management, administrative support, and data accuracy, effectively navigating a fast-paced financial environment.

• Managed business client loan applications, resolved documentation issues, coordinated team workflow, tracked contracts, and ensured clear communication with clients to streamline application processes.
• Trained new staff and contributed to enhanced operational processes, strengthening client management and problem-solving skills.
• I began my career as a Loan Officer Intern and transitioned to a full-time role upon graduation.