Andreia Roque

I am an organised and detail-oriented professional with experience supporting day-to-day operations in fast-paced environments. I am comfortable managing schedules, handling communications, and ensuring tasks are completed efficiently and accurately. With a proactive approach and strong organisational skills, I enjoy creating structure and keeping processes running smoothly while maintaining a positive and professional attitude.

Small business Owner & Operations manager - Bed&Breakfast Vila Prana - Barra Grande, Brazil, United Kingdom

(2019-01)

This business was the result of an investment opportunity I embraced during the COVID period, while travelling in Brazil. What started as a strategic investment quickly became a hands-on hospitality venture that I developed and structured from the ground up. The business is still open and successfully operating. I currently oversee it remotely, managing operations, strategy, and guest experience standards while coordinating with the on-site team to ensure everything runs smoothly.

Reservations Executive - The Fitzwilliam Hotel Belfast - Belfast, UK

(2025-06)

• Manage reservation enquiries via telephone, email, and in person, delivering exceptional customer service.
• Compiled reports on reservation trends, cancellations, and no-shows for management review.
• Conduct follow-up calls and emails to confirm bookings, and provide pre-arrival information.
• Utilise reservation software to input, retrieve, and update guest information promptly.

Hospitality Retail Supervisor - Tresco Island, Isles of Scilly, England, UK - Isles of Scilly, UK

(2023-01 - 2025-01)

• Handled customer complaints, resolving issues promptly to maintain high levels of customer trust and loyalty.
• Responsible for opening and closing the store, and ensuring security protocols are followed.
• Oversaw cash management, including till reconciliation and bank deposits, maintaining accurate financial records.
• Trained new staff on store policies, product knowledge, and customer service excellence.
• Coordinated with visual merchandisers to arrange displays attractively, ensuring products are showcased effectively to boost sales.

Reservations Agent - Titanic Hotel - Belfast, UK

(2022-01 - 2022-12)

• Conducted follow-up calls and emails to confirm bookings and provide pre-arrival information.
• Addressed overbooking on specific room types, working with customers to adjust accommodations.
• Secured bookings through phone, email and webchat sales, using expert hotel product and service knowledge.
• Utilised reservation software to input, retrieve, and update guest information promptly.

Front of house / Supervisor - The Ruin Beach Cafe - Tresco Island, Isles of Scilly, England, UK

(2021-04 - 2021-12)

• Greeted new customers and offered immediate seating assistance.
• Managed reservations and cancellations, updating booking systems to improve efficiency and organisation.
• Delivered exceptional service by providing timely and friendly service to every customer.
• Trained new staff members in food and drink service, POS systems operation and restaurant cleaning protocols.

Postgraduate - Communication and Media Studies - Autonomous University of Lisbon (2012)

Bachelor - European Studies - University of Coimbra (2011)