Bernardo Duarte

Customer Support professional with over 10 years of experience in hospitality, guest relations and customer-facing roles within international environments. Proven ability to resolve customer issues, manage multiple priorities, provide exceptional service and communicate effectively across different channels including email, telephone and face-to-face interactions. Experienced in working with reservation systems, handling customer requests and ensuring customer satisfaction.

Concierge & Front Desk Agent - Lisboa Carmo Hotel

(2021-03)

• Provide customer support to international guests before, during and after their stay.
• Handle booking modifications, cancellations and special requests.
• Resolve customer complaints and service issues efficiently.
• Coordinate with internal departments to ensure a seamless customer experience.
• Process payments and manage reservation-related tasks.

Front Desk Agent - Lux Lisboa Park Hotel

(2018-08 - 2021-03)

• Delivered professional customer service within a luxury hospitality environment.
• Assisted guests throughout the check-in and check-out process.
• Managed reservations, customer requests and service recovery situations.
• Maintained accurate records and customer information.

Porter & Valet Parking - Lisboa Carmo Hotel

(2016-12 - 2018-08)

• Assisted guests with arrivals and departures.
• Delivered personalised customer service.
• Maintained a professional and welcoming environment.
• Provided valet parking services, ensuring safe handling, parking and retrieval of guest vehicles.

Porter & Guest Services - Group Heritage Hotels

(2014-11 - 2016-11)

• Assisted guests with arrivals and departures.
• Coordinated guest requests with relevant hotel departments.
• Maintained a professional and welcoming environment.

High School Diploma - Escola Secundária de Cacilhas-Tejo