Nuno Queirós

Hospitality Quality Assurance and Brand Protection Consultant with extensive international experience conducting independent operational, quality assurance and brand standards audits for globally recognised hotel brands across Europe and South America. Combining over 20 years of hospitality experience with a strong background in luxury hotel operations, specialising in evaluating operational compliance, guest experience, service delivery and brand consistency while providing strategic recommendations that enhance operational performance and protect brand reputation. Recognised for analytical thinking, attention to detail, professionalism and the ability to build productive relationships with hotel leadership teams in multicultural environments.

Comfortable working independently, travelling extensively and delivering objective, evidence-based assessments that support continuous improvement.

Consultant – Brand Protection (Hotel Auditor) - Ecosure Brand Operations Services

(2025-02)

• Conduct comprehensive operational and brand standards audits in accordance with international hospitality requirements.
• Evaluate compliance with corporate brand standards, guest experience expectations and operational procedures.
• Assess guestrooms, public areas, Food & Beverage outlets and back-of-house operations against established quality benchmarks.
• Identify operational risks, compliance deficiencies and opportunities for continuous improvement.
• Produce detailed audit reports supported by objective evidence and actionable recommendations.
• Verify implementation of mandatory brand programmes, operational documentation and required standards.
• Provide professional feedback to hotel leadership teams while maintaining complete independence and objectivity.
• Perform follow-up assessments to monitor corrective actions and operational improvements.
• Manage audit planning, reporting and documentation using Salesforce and TrueView.
• Travel extensively across Europe, Middle East, Africa and South America undertaking consultancy assignments.
• Successfully completed numerous international hotel audits across multiple countries.
• Developed expertise in auditing luxury, upscale and midscale hospitality brands.
• Established a reputation for delivering accurate, impartial and high-quality operational assessments.

Guest Services & Duty Manager - Pestana Palácio do Freixo – Pousada & National Monument

(2022-06 - 2025-01)

• Acted as Manager on Duty, ensuring smooth operations across all departments.
• Managed VIP arrivals and personalised guest experiences.
• Resolved guest concerns through effective service recovery.
• Coordinated transportation, reservations and special guest requests.
• Supported departmental managers in achieving operational objectives.
• Ensured compliance with luxury hospitality standards and internal procedures.

Food & Beverage Supervisor (Pestana Mobility) - Pestana Chelsea Bridge Hotel & Spa

(2024-01 - 2024-05)

• Supervised Food & Beverage operations in a busy four-star hotel.
• Ensured compliance with service and quality standards.
• Led and motivated the restaurant team.
• Managed guest complaints and service recovery.
• Supported training and development of team members.
• Worked closely with kitchen and operational departments to optimise service delivery.

Front Office Agent (Pestana Mobility) - Pestana Chelsea Bridge Hotel & Spa

(2023-01 - 2023-08)

• Delivered exceptional guest service throughout the guest journey.
• Managed reservations, check-in and check-out procedures.
• Processed payments and administrative documentation.
• Responded to guest enquiries and special requests.
• Coordinated with operational departments to ensure seamless guest experiences.

Station Manager - Bezerra & Pereira, Lda.

(2021-01 - 2022-06)

• Managed all operational activities of a high-volume service station.
• Led recruitment, training and performance management of employees.
• Controlled inventory, supplier relationships and procurement.
• Monitored financial performance and cash management.
• Ensured compliance with HACCP, health & safety and operational procedures.

Managing Director - Arco-da-Velha Bistro & Wine Bar

(2016-05 - 2021-01)

Managed every aspect of business operations, including finance, marketing, procurement, human resources and customer experience.

• Successfully repositioned the business within Porto's highly competitive hospitality market.
• Achieved recognition among the Top 20 Restaurants in Porto on TripAdvisor.
• Received multiple awards for service excellence.
• Increased profitability through operational optimisation and strategic supplier negotiations.
• Developed marketing campaigns that strengthened brand visibility and customer loyalty.

Customer Service Agent - Groundforce Portugal (TAP Air Portugal)

(2005-01 - 2014-09)

• Assisted passengers throughout the airport journey.
• Managed check-in, boarding and baggage services.
• Resolved passenger issues efficiently while maintaining excellent customer service.
• Coordinated with airline operations to ensure punctual departures.
• Maintained compliance with aviation security regulations.
• Trained new employees in operational procedures and customer service standards.

Bachelor's Degree - Tourism (Business Sciences) - ISAG – European Business School Porto, Portugal

BA (Hons) - Tourism Planning - University of Westminster London, United Kingdom

Professional Diploma - Tourism - Escola Profissional do Infante Porto, Portugal