Leandro Oliveira
Toronto,ON
Summary
Dedicated Hospitality Professional with over a decade of experience specializing in reception and guest services within the hotel and hospitality industry. Proven track record of providing exceptional guest experiences and ensuring the highest level of customer satisfaction. Adept at managing front desk operations, handling reservations, and leading teams to deliver top-notch service. Multilingual and culturally aware, facilitating effective communication with diverse clientele. Committed to elevating the hospitality experience and exceeding guest expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Construction Worker
Dynamic Contracting Services
02.2024 - Current
- Utilized hammers, saws, squares, levels, and fastening devices to complete projects.
- Maintained clean and organized job sites, contributing to safe working environment for all employees.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
Traffic Control Person
ASG Security Group
09.2023 - 12.2023
- Set up, moved and maintained traffic control devices around the work site
- Complied with safety rules and regulations on job site and flagging sites to maintain safety of public, personnel and workers
- Conversed with colleagues and team members via two-way radios to coordinate traffic flow.
Occupational Health and Safety Officer
Frog Engineering Solutions
11.2022 - 07.2023
- Prepared and guided work safety activities, ensuring the physical preservation of employees, buildings, and industrial facilities.
- Created security procedures that maintained 100% utilization during operations.
- Increased employee awareness of safety practices by delivering engaging training sessions and workshops.
- Enhanced workplace safety by conducting regular inspections and implementing effective hazard control measures.
Administrative Director
Frog Engineering Solutions
02.2019 - 07.2023
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Planned and modified projects through Engineering Department to meet customer needs
- Coordinated paperwork, maintained files, and oversaw supplies to manage day-to-day office administrative functions
- Processed and submitted payroll ahead of strict deadlines
- Implemented new procedure reducing 30% time spent to send commercial proposals and production analysis
- Contributed to the company's growth, tripling its annual revenue to over 1 million Brazilian reals.
Front Desk Night Auditor
Grand Hyatt Rio de Janeiro
02.2016 - 04.2018
- Part of Front Desk Opening Team, assisted in implementation of night audit.
- Achieved high sales by selling premium suites and generating substantial monthly revenue from direct sales related to upgrades and services.
- One of the top performers in upselling, achieving sales between R$50,000 and R$80,000 per month.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
Airport Customer Service Agent
American Airlines Inc
08.2014 - 10.2014
- Assisted passengers with check-in processes, ensuring smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
Sales Representative
American Airlines Inc
08.2007 - 08.2014
- Consistently achieved high sales with annual ticket and group sales exceeding 1.5 million dollars
- Maintained loyalty of about 65% of passengers served, with 30% achieving elite status
- Handled billing inquires, account changes, and customer complaints
- Personalized travel experiences and built positive rapport with customers.
Education
Two years Advanced Diploma - Hospitality and Tourism Management Co-op
Toronto School Of Management
Toronto, ON10.2025
MBA - Crisis Prevention And Management
Estácio De Sá University
Juiz de Fora, MG04.2023
Postgraduate Degree - Occupational Safety and Health Engineering
Estácio De Sá University
Juiz de Fora, MG11.2022
BBA - General
Estácio De Sá University
Rio de Janeiro, RJ06.2021
LEAD1x - Exercising Leadership: Foundational Principles: Leadership
Harvard University
Cambridge, MA08.2020
Skills
- Problem-Solving
- Room Inventory Management (Opera)
- Customer Service
- Time Management
- Customer Satisfaction
- Revenue Optimization
- Leadership
- Customer Relations
- Effective Multitasking
- Cash Handling
- Guest Relations
- Front Desk Management
Volunteer Experience
Volunteer, Pan American Games, 2007-01-01, One of the individuals responsible for the arrivals and departures of the athletes.
Hobbies and Interests
Building leadership and management expertise in hospitality and tourism, spanning finance, marketing, customer service, and operations.
Languages
English
Full Professional
Spanish
Full Professional
Portuguese
Native or Bilingual
Certification
Standard First Aid with CPR/AED Level C
Work and Safety 4 Steps
Supervisor Health and Safety Awareness in 5 Steps
WHMIS 2015
OSG
Workplace Wellbeing
Working at Heights
AODA
Timeline
Construction Worker
Dynamic Contracting Services
02.2024 - Current
Traffic Control Person
ASG Security Group
09.2023 - 12.2023
Occupational Health and Safety Officer
Frog Engineering Solutions
11.2022 - 07.2023
Administrative Director
Frog Engineering Solutions
02.2019 - 07.2023
Front Desk Night Auditor
Grand Hyatt Rio de Janeiro
02.2016 - 04.2018
Airport Customer Service Agent
American Airlines Inc
08.2014 - 10.2014
Sales Representative
American Airlines Inc
08.2007 - 08.2014
Two years Advanced Diploma - Hospitality and Tourism Management Co-op
Toronto School Of Management
MBA - Crisis Prevention And Management
Estácio De Sá University
Postgraduate Degree - Occupational Safety and Health Engineering
Estácio De Sá University
BBA - General
Estácio De Sá University
LEAD1x - Exercising Leadership: Foundational Principles: Leadership
Harvard University