Kati Ferreira Silva

Nascida na Suíça, de nacionalidade portuguesa, depois de se formar em Turismo realizou o estágio da licenciatura (2014) no Hotel Le Meridien em Barcelona passando a atuar fora de Portugal desde então.
Com formação em turismo, a sua experiência profissional deteve-se em diferentes sectores, em hotéis/hostels, agência de viagens e no projecto Airbnb.
Viveu em Viena, Áustria aproximadamente 1 ano e meio (11/2015 - 04/2017) onde se destaca o seu trabalho com o Estudo do hotel Boutique sustentável,” Stadthalle” em Viena (Áustria), onde se demonstra o
seu potencial e o seu impacto a nível local.

FORMAÇÃO

2018 - Workshop em Turismo Sustentável

 

2014 - 2017 - MBA Mestrado – Hotelaria, Empresas Turísticas e Cruzeiros em “Compañía de Formación Empresarial (CFE)” em Madrid, Espanha

 

2011 - 2014 - Licenciatura em Turismo na Escola Superior de Educação em Coimbra (Portugal) + Estágio da Licenciatura - Recepção (Spa) Hotel Le Meridien em
Barcelona

EXPERIÊNCIA PROFISSIONAL - Principais

- Airbnb Project at CPM, Barcelona - Customer Support
-  Prodeco Pharma, Barcelona - Back Office Portugal
- Nautalia Viajes (Travel Agency), Barcelona- Travel Agent
- Twentytu Hostel, Barcelona - Front Desk

- Le Meridien Hotel, Vienna – F&B

- Factory Hostel, Barcelona – Front Desk
- eDreams, Barcelona – Travel Agent

 

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Currículo

09/2019 Airbnb Project at CPM, Barcelona - Customer Support
● Management of the accounts of Hosts and Guests in Portuguese Market (hospitality) by calls
(inbounds and outbounds), messages and emails
● Escalation Process (Claims/ Regulatory Response…) and mediation with both parties (Host and
Guest)
2019 Prodeco Pharma, Barcelona - Back Office Portugal
● Translations from Spanish to Portuguese
● Management of orders for the pharmaceuticals (Spanish market) and sending invoices (Spanish
market)
● Control of the expense notes and support the Marketing department
● Support the Warehouse department
2018/2019 Nautalia Viajes (Travel Agency), Barcelona- Travel Agent
● Product development of the Bridesmaids - participation in promotional fairs/other events
● Personally customer service/phone and management of the different suppliers
● Creation of budgets and sale of packages, flights, hotels, cruise ships, train tickets & travel
insurance
2017/2018 Twentytu Hostel, Barcelona - Front Desk
● Managing the check-in/outs (Sihot) and service attention about the hostel facilities and tourism
activities
● Concierge and Sales (bcn enjoy, restaurant for groups)
2016/2017 Le Meridien Hotel, Vienna – F&B
● At Breakfasts, Brunch and After Hour Events
● Welcoming the guests
● Responsible for the hospitality of the guests
● Controlling the stock and inventory during the events
● Handling special requests and complaints by phone and email
2016 Cafe Espresso 5er, Vienna - Waitress
● Taking guests orders and serving
2015 Factory Hostel, Barcelona – Front Desk
● Managing the check-in/out with Cloud Hotel Management System
● Service attention about the hostel facilities
● Guide guests for tour attractions
● Control housekeeping
2014/2015 eDreams, Barcelona – Travel Agent
● Responsible for the Spanish, Portuguese, Brazilian and English Markets
● Handling the Emergency and Special Service hotlines
● Managing work flows between clients, agencies, hotels and airlines
● Administration of Cases and accounts in Internal CRM (Reservations System of Travel Agencies)
2014 Hostel La Flor de Gaudi in Barcelona- Front Desk
● Check- In, Check- Out, contact with face to face, email and telephone
● Information about the hostel services and the attractions in Barcelona
● Cleaning control and organization
2014 Internship in Hotel Le Meridien Barcelona, Starwood HOTELS & Resorts Worldwide -Reception Spa
● Liaise the guest modification of reservations, handling special requests and complaints by phone
and email
● Delivering high level of customer service
● Satisfy their needs
● Voluntary promotional of Spa: creation of flyers with discounts for customers and initiatives
for staff of hotel
● Actively participate in various projects within the hotel
● Selling house brand & beauty product “Cinq Mondes”
● Reception employee of month

 

Organization and Voluntary Work
2015 UnCiao.com
● Account Management (Free Lancer)
● Responsible of marketing activities for clients Switzerland, Brazil, Portugal
● Analysis and optimization
● Managing Facebook Campaigns