Caroline de Souza

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Analyzed and reported on key performance metrics to senior management.

• Oversaw the full operation of a boutique hotel, managing front desk, housekeeping, and guest services.

• Designed and implemented digital cleaning and task scheduling system for daily team coordination.

• Handled all PMS and OTA platforms including Booking.com and Airbnb: availability, pricing, and guest messaging.

• Coordinated maintenance tasks and vendor visits to ensure functionality and safety across all rooms and spaces.

• Recruited, trained, and managed a multicultural team with daily task delegation.

• Produced weekly operational and financial reports for ownership and investors.

• Supported accounting processes including expense tracking, supplier payments, and check-out invoices.

• Resolved guest issues with a focus on service recovery and loyalty building.

• Managed purchasing, sales, marketing and customer account operations efficiently.
• Reported issues to higher management with great detail.

• Provided key clerical and administrative support to senior accounting staff.
• Reconciled bank accounts with updated information.
• Maintained confidentiality of sensitive financial information through proper storage and secure disposal methods.
• Reviewed financial statements and supporting documentation.• Managed hotel financial records including daily transactions, vendor payments, and payroll assistance.

• Prepared monthly financial reports in alignment with Hyatt’s international standards.

• Collaborated with front desk on OTA reconciliations using PMS tools and internal finance systems.

• Contributed to internal audits, tax preparation, and compliance reporting.

• Provided billing support to reservations and operations teams.

• Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
• Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
• Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
• Coordinated events and conferences, ensuring smooth execution of all logistical aspects.
• Managed reservations and guest communication across Booking.com and in-person bookings.
• Implemented local marketing campaigns to increase bookings and guest loyalty.

• Coordinated maintenance, cleanliness, and room readiness standards.