Guest Relations Manager. When I joined I was put on the reception desk, and from there I was moved to the position of Social Media Manager. I speak to the guests before their arrival, I take care of their check-in, I respond to the reviews and I try to meet expectations.
What did you do before joining Pestana CR7?
I worked in the financial sector. I had never worked in the hotel industry; I had to wait 39 years to find a job that was precisely what I wanted to do.
What inspires you?
There is no getting away from this question. My children, in particular, my 11-month old child.
What issue do you take most seriously?
When we feel helpless to resolve a certain problem here at work, or realize that something else could have been done which was not.
What has been the strangest moment at work?
During the opening of the hotel, there was a problem with a cruise ship moored here in the port of Funchal. This hotel is essentially targeted at millennials; it has a completely different philosophy and concept from the rest of the hotels in the group. And we finished our training with that philosophy in mind. It turned out that we were literally inundated with people of a completely different age group and with different needs. This really was very challenging; we had to change our way of thinking very quickly and adapt to the new circumstances. And in the end, they wrote us a letter which they all signed.
All you need to do is read some of the reviews on Pestana CR7 Funchal to realize that Hugo is one of the most-praised FanCReators of the brand.
Flexibility is a key characteristic of the team. My daily routine is always different, depending on what the hotel needs: being with guests, organizing events, responding to e-mails, or creating that “wow-factor” by trying to surprise guests with special biscuits in their room, a flute of sparkling wine, or organizing a “lucky day”, when they can win a particular prize.
I’m fortunate to have traveled extensively around the world. At the moment, my goal is to take a trip through the Nordic countries: Finland, Sweden, and Iceland. I want to see the fjords and the land of Santa Claus. I mainly want to do this because we have many Nordic guests; it is a culture that attracts me and one that I would like to get to know better.