Marc Fernandes

A highly experienced, hardworking and dynamic individual with extensive experience of delivering outstanding customer service to customers with very high expectations and often under challenging and pressurising circumstances. A friendly, conscientious, helpful and articulate person who 'goes the extra mile' to meet customer needs and who remains calm and displays tact and diplomacy at all times. A responsible, dependable and motivated person with excellent attention to detail.

An efficient, adaptable and flexible individual who loves to learn and takes a 'can do' approach to work and getting things done. An excellent team worker with very good attention to detail.

Member Service Professional Supervisor - American Express - Hounslow, London

(2024-06)

• Deliver premium front-of-house service by welcoming Card Members and managing lounge access while ensuring a seamless and professional arrival experience.
• Take full ownership of the Card Member journey from reception through lounge access, ensuring a consistently high-quality and personalised service experience.
• Resolve customer inquiries and concerns using proactive and innovative solutions to strengthen customer loyalty and satisfaction.
• Apply the Customer First philosophy to exceed service expectations and maintain exceptional hospitality standards.
• Provide concierge-style assistance including lifestyle recommendations, travel guidance, and local information to enhance the guest experience.
• Collaborate with food and beverage lounge partners to accommodate Card Member needs and maintain smooth lounge operations.
• Consistently receive positive feedback from passengers and Card Members for delivering outstanding customer service and hospitality.
• Contribute to maintaining the high service standards of the American Express Centurion Lounge, recognized as Europe's Best Independent Lounge for 4 consecutive years.

Lounge Supervisor - British Airways

(2023-04 - 2024-06)

• Supervised daily operations of an airline lounge, ensuring excellent guest service and smooth operational flow.
• Welcomed guests and provided information regarding lounge facilities, airport services, and flight updates.
• Delivered exceptional customer service by responding to guest requests and resolving concerns effectively.
• Oversaw food and beverage service, ensuring refreshment stations were fully stocked and maintained to high standards.
• Maintained cleanliness and presentation across lounge seating areas, dining spaces, and guest facilities.
• Coordinated with kitchen, cleaning, and service teams to maintain efficient lounge operations.
• Assisted passengers with flight information including delays, connections, and schedule changes.

Quality Assurance Officer - DO&CO London

(2020-07 - 2023-03)

• Verified HACCP documentation and monitored critical control points and temperature records.
• Investigated customer complaints and collaborated with departments to implement corrective actions.
• Conducted hygiene and food safety audits to ensure compliance with industry standards.
• Trained staff on food safety practices and quality assurance procedures.
• Prepared product samples for microbiological testing and quality assessment.

Bachelor of Computer Applications - Rosary College of Commerce and Arts

Business Management