Natalia Santolaya
Sao Paulo,Sao Paulo
Summary
Charismatic individual with exceptional customer service and communication skills. Proven ability to manage reservations and handle guest inquiries. Committed to creating welcoming atmosphere and enhancing guest experiences, strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work history
Restaurant Hostess
Jaya at The Setai Miami Beach, USA
Miami Beach, Florida
2025.04 - 2025.06
- Maintained constant communication with culinary team about dietary restrictions or allergies noted by guests ensuring safe dining experiences.
- Managed over 50 books per day.
- Streamlined seating arrangements according to reservations, optimising table usage.
- Addressed customer inquiries to enhance guest experience.
- Trained new employees on protocols and procedures, increasing team efficiency.
- Ensured smooth operation of front house duties for efficient service.
- Utilised interpersonal skills in dealing with difficult situations, achieving satisfactory resolutions.
- Welcomed guests with warmth and professionalism to establish positive first impressions.
- Greeted guests and escorted to tables, minimising wait times.
- Created memorable customer experiences through attentive, responsive service.
- Processed reservations and take-away orders by phone, answered customer questions and provided accurate waiting times.
- Prepared dining room for special functions.
- Took customer orders and noted dietary preferences and allergies to meet customer needs.
- Provided accurate waiting times and oversaw waiting lists.
- Recorded guest reservations and preferences, relaying updates to restaurant staff via UpMenu.
- Informed waiting staff of table turnaround times to limit service and reservation delays.
- Took accurate guest orders and relayed information to kitchen about preferences, requests, or allergens.
- Oversaw reservation system to prevent overbooking.
Tourism Manager
Airbnb | Host & Invest
São Paulo, São Paulo
2022.01 - 2025.09
- Ranked among the 120 best hosts in Brazil, by Airbnb South America, managed a portfolio of 100+ properties across São Paulo.
- I oversee a portfolio of 100 properties across São Paulo, welcoming guests from all over the world year-round.
- Negotiated contracts with vendors, reducing operational costs.
- Coordinated maintenance and cleaning work to keep facility in good condition.
- Expertise lies in providing exceptional guest experiences, optimizing property performance, and ensuring high standards of hospitality.
- Managed short-term rentals on Airbnb, ensuring high-quality guest services and operational excellence.
- Led team efforts for successful execution of holiday packages.
- Maintained financial records ensuring transparency and accuracy in operations.
Instagram Content Creator
Instagram
São Paulo, Sao Paulo
2021.01 - 2023.01
- As a content creator for events, I was responsible for producing engaging and relevant material to promote and enhance the event experience.
- This involved creating visual and written content, coordinating with teams to ensure all aspects of the event were covered, and ensuring that the messaging aligned with the event's goals and audience.
Education
Bachelor's degree - Advertising and Marketing
Catholic University of Santos (Unisantos)
Santos, SP, Brazil 2018.01 - 2022.01
Bachelor's Degree - Psychology
Mackenzie University
São Paulo, Sao Paulo 2017.08 - 2018.04
Skills
- Hospitality
- Customer Service
- Tourism software proficiency
- Timetable development
- Networking
- Linguistic skills
- Business etiquette
- Conflict Resolution
- Interpersonal communication
- Leadership
Personal Information
Title: Tourism Manager
Languages
English
Advanced (C1)
Portuguese
Native
Spanish
Intermediate
References
References available upon request.
Timeline
Restaurant Hostess
Jaya at The Setai Miami Beach, USA
2025.04 - 2025.06
Tourism Manager
Airbnb | Host & Invest
2022.01 - 2025.09
Instagram Content Creator
Instagram
2021.01 - 2023.01
Bachelor's degree - Advertising and Marketing
Catholic University of Santos (Unisantos)
2018.01 - 2022.01
Bachelor's Degree - Psychology
Mackenzie University
2017.08 - 2018.04