Customer Experience Guest Service

GRAZIELY ALVES DA SILVA

São Paulo - São Paulo - Brazil

E-mail: ***************@*****.***

Linkedin: https://www.linkedin.com/in/graziely-alves-10abb3203/ Dynamic and experienced hospitality professional with a background in luxury tourism and international hotel services. Demonstrated expertise in delivering high-quality service in VIP environments, with a focus on guest satisfaction, reservations, and personalized service. Skilled in handling operational routines, client communications, and guest relations in both Brazilian and U.S. hospitality markets. Proficient in managing high-volume environments while maintaining excellence in customer experience. Multilingual, culturally adaptable, and driven by a passion for creating memorable and authentic guest interactions.

EXPERIENCE

THOMPSON HOTEL - Tennessee/ USA

Guest service (November 2023 - May 2025)

• Delivered exceptional front-of-house service to international guests, ensuring a seamless experience from check-in to check-out in a luxury boutique hotel setting.

• Coordinated guest services including wake-up calls, room inspections, VIP welcome arrangements, and restaurant reservations with precision and attention to detail.

• Acted as a key liaison between guests and departments (housekeeping, concierge, F&B), ensuring timely execution of personalized requests and special occasions.

• Monitored guest satisfaction throughout their stay, proactively resolving issues and exceeding expectations with empathy and efficiency.

• Managed guest inquiries via phone and email in both English and Spanish, providing accurate information and thoughtful recommendations.

• Supported reception operations during high occupancy periods, maintaining professionalism and calm under pressure.

• Demonstrated cultural sensitivity and adaptability in daily interactions with guests from diverse backgrounds.

• Maintained organized service logs and contributed to daily shift handovers using digital tools and Microsoft Office Suite.

• Handled administrative and operational tasks with poise, while maintaining a polished and welcoming presence in all guest-facing situations.

GRAND HYATT - São Paulo/ BR

Dining Hostess (August 2021 – August 2023)

• Skilled in coordinating restaurant reservations, seating flow, and managing guest waitlists using digital tools in a high- end hospitality setting.

• Ensured VIP guest satisfaction through warm, professional, and personalized service aligned with five-star hotel standards.

• Oversaw guest reception and seating logistics during peak hours, contributing to a smooth and efficient dining experience.

• Communicated effectively with guests in both English and Portuguese, handling special requests and last-minute changes with discretion and agility.

• Provided real-time updates on table availability and coordinated service details with kitchen and floor staff.

• Communicates effectively with guests and team members in English and Spanish (fluent), with additional ability in Italian (intermediate) and French (basic).

• Supported food & beverage promotions by informing guests about exclusive events, tasting menus, and seasonal experiences.

• Maintained service documentation, guest feedback logs, and reservation records using Microsoft Office tools (Excel, Word, Outlook).

• Collaborated with other departments (concierge, reception) to ensure seamless guest experiences throughout the hotel.

• Handled administrative and operational tasks with poise, while maintaining a polished and welcoming presence in all guest-facing situations

EDUCATION

• Anhembi Morumbi - Bachelor 's in Tourism Management (2020 - 2022). LANGUAGES

• Portuguese (Native), English (Fluent), Spanish (intermediate).

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