Miguel Matos

With a background in Tourism from the Polytechnic Institute of Portalegre, Portugal, I bring 7 years of experience in the industry, particularly in customer service and reservation management. Known for my calmness, positivity, and curiosity, I am highly responsible and easily connect with others through clear and empathetic communication. I thrive in relaxed and creative environments and am always committed to delivering the best possible experience.

I am now seeking a new opportunity that pushes me out of my comfort zone—one that challenges me to grow both personally and professionally.

Guest Experience Agent at NUMA (2025-09 – Present)

• Handling complex guest inquiries and escalations that required Tier 2 support
• Maintaining a high level of professional communication via email, chat and phone
• Managed room reservations and booking inquiries efficiently
• Providing multilingual support across different Europen markets
• Problem-solving in real time to minimize disruption during guest stays
• Monitoring guest satisfaction and implementing improvements based on feedback
• Contributing to process optimization and service quality improvement
• Ensuring a smooth and memorable guest journey from check-in to check-out

Front Desk Coordinator at Mama Shelter Lisbon (2024-09 – 2025-08)

• Delivered excellent customer service, contributing to positive guest experiences and repeat bookings
• Managed room reservations and booking inquiries efficiently
• Engaged with guests to ensure satisfaction
• Actively listened to guest needs and arranged services such as early breakfasts and airport transfers for added convenience
• Handled cash and card transactions, including end-of-shift reconciliation
• Issued invoices and processed foreign payments accurately
• Maintained clear and responsive communication, resolving guest concerns in a timely and professional manner

Content Moderator at Accenture (2022-10 – 2024-09)

• Review and approved digital content based on company police
• Identified and removed inappropriate or harmful materials
• Collaborated with internal teams to refine moderation guidelines
• Monitored content trends and flagged emerging risks
• Reported moderation metrics and provided feedback for improvement

Hospitality administrative Assistant at Wotels HUB (2018-08 – 2022-09)

• Provided front-desk and guest support with a focus on high service standards
• Managed daily reservations and booking logistics
• Oversaw stock control and processed internal requisitions
• Prepared and served breakfast in a fast-paced environment
• Assisted management with team training and supervision
• Coordinated maintenance services and vendor communications
• Handling guest complaints and feedback
• Supported the implementation of new operational procedures

Guest Experience Representative at Lavradores Boutique Guesthouse / Inclinic - Medicine and Rehabilitation Therapies (2020-12 – 2021-05)

• Delivered personalized assistance to guests in a hybrid hospitality/wellness setting
• Managed booth accommodation and appointment bookings
• Supervised guest check-in and check-out processes
• Created a relaxing, wellness-focused environment
• Promoted a healthy lifestyle through tailored guest services
• Coordinated health treatments and massage bookings
• Handled guest issues and complaints with discretion and care
• Issued invoices and processed payments

Receptionist - Internship at Wotels HUB (2018-06 – 2018-08)

• Delivered personalised and effective customer service
• Performed bar and café service during peak hours
• Managed room reservations with accuracy
• Strict control of financial transactions
• Communicated efficiently with guests and resolved minor issues

Bachelor's Degree in Tourism – Polytechnic Institute of Portalegre (2015-01 – 2018-01)