Dear Management Team,

I would like to express through this letter a little bit of my experience in the Hospitality Industry.

MY OBJECTIVES

To be proud and happy to work together in a team sharing in a common goal of a successful, profitable and innovative
company, demonstrating integrity, fairness and honesty which are the core values that I live by in my daily interaction with all
of my external and internal customers making hospitality a priority and inspiring people around me!

MY MISSION

My mission is to exceed guest needs and expectations by providing excellent and high standard services while bringing excellent
results and profit, expressing my core values of hospitality and live in a style that inspires people: HOSPITALITY!

WORK EXPERIENCE BACKGROUND

My introduction to the hospitality industry was outstanding and highly valuable as I had the rare opportunity to work with the
renowned Blue Tree Hotels and Resorts, one of the most important Hotels Chain in Brazil. In constant improvement and growth
in the market this remarkable and luxurious company is led by the legendary Hotelier Chieko Aoki who strongly inspired me to
absorb hospitality as a lifestyle by living it with passion by heart and by soul.

I definitely discovered my passion when working as a Rooms Division Manager. My direct experience with the Hotel operational
departments as Housekeeping, Reservations, Conferences & Events, Sales and Front Office expanded my view and opened my
mind for the innumerous possibilities of personalized services and focus on enchantment of costumers/guests in this industry.

POSTITIONS HOLD IN THE BLUE TREE HOTELS & RESORTS

From January 2001 to August 2005 I had the rare opportunity to start as Phone Operator and then: Jr. Receptionist;
Receptionist; Telemarketing Coordinator; Front Office Supervisor; Front Office Manager; Policies and Procedures Manager and
finally Rooms Division Manager.

These were five years of intensive learning, training and development and my biggest achievement was to learn how to manage
time well and work in a fast-paced, rapidly changing, and stressful environment. It did not cost me any sacrifice because in this
industry I found my ground and my passion. Hospitality is my lifestyle; it’s my “core value”.

My last experience was in a 5 star hotel with 84 luxurious suites (164 beds). I used to call this hotel as a school hotel due to the
management style adopted by the property’s one owner. Even being managed by Blue Tree Hotels & Resorts this property
suffers a high pressure of the proprietor that if possible would share the General Manager’s desk. Due to the tight budget and
high targets any manager in this property would be divided between the contract demand of the branded flag and the personal
interests of the proprietor. These experiences were very challenging and at all times pushed me to think out of the box; manage
time wisely; be proactive, and always research, improve, develop and create new services generating revenue and exceeding
guest’s expectations. Being exposed to a very challenging market my marketing skills were also stretched and strengthened to
the most in order to maintain the good image of the company as well as conquer new market positions.

After having successfully executed my role as Front Office Manager for a period of 18 month I trusted the Front Office
Department to the Front Desk Supervisor management so I could take over the position of Rooms Division Manager but not
carrying the title on my work contract.

As a passionate Rooms Division Manager I had total control of the operational departments as the Front Office / Guest Services
and Housekeeping. After building a strong team of managers and supervisors for the above mentioned departments I could
focus on my passion: High Guest Services. I developed projects from the excellent basic to the unique enchantment experience
of high service by exploring details. I created several partnerships with local companies in order to offer incomparable services
and packages like: Spa Day, Honey Moon and Woman Traveling Alone.

As a Rooms Division Manager I assisted the General Manager with daily activities of the Hotel Department such as: Operations'
planning, implementations and enforcement of policies and procedures, annual business plan and monthly target review. Also
as a direct responsible for the Front Office and Housekeeping area, was my responsibility to ensure that the service levels were
maintained on a continual basis to reassure high quality in product and guest satisfaction in accordance with company’s policies
and standards at all times. I also worked directly with the Personnel Manager to hire and train in the Hotel area ensuring
maximum efficiency in the performance of subordinate staff by suggesting and developing own training methods to improve the
efficiency and productivity of staff.

Being Responsible for maximizing revenue and profits of the rooms division through the efficient management of the
housekeeping operation I was fully involved in the inventory control and purchasing to avoid prejudice and cut costs.

Please find below my resume where you can get more information about my career within the Hotel and Cruise Line Industry.

I look forward to set a time for a chat or a phone call to discuss how my experiences could add value to your operation.

Thank you for you consideration.

Joao Paulo Miranda

rdvmgr@gmail.com
 My Objective

Joao Paulo My objective as being a Leader under the title of Rooms Division Manager is to support my team at all time and
transform the challenges in their professional lives into something that serves them and adds a valuable experience as
Miranda well as setting examples, leading from the front, and showing direction to the success with a vision for the future based
on the company’s perspective.
My Professional Needs and Aspirations
I am GUEST-CENTRIC! I carry a passion in my heart: HOSPITALITY and HIGH SERVICES!
I look forward to be employed by a company that could share my passion and is focused in delivering High Services.
I love the hotel operational area; especially the Front Office which I strongly believe is the Face of the company and has
the power of crafting the experience I believe our Guests require: the crucial first impression which sets the tone of the
full gamut of excellent experiences your property can offer.

Personal skills
I strongly believe that my attributes like taking initiative, bearing responsibility, persuasiveness, drive to excel, goal-
directedness, high adaptive capacity, and proficiency in taking charge and seeing that the task gets accomplished can
add value to your hotel operation.
- Well traveled - Outgoing, confident, warm & friendly personality - Excellent listening skills - Excellent Team Player
- Respect for all co-workers and customers - Strong organizational skills - Strong social skills - Presentational skills
Contact: - Ability to work under pressure – PASSION FOR HOSPITALITY!
7665 Corporate Center Drive
Miami – FL – USA - 33126
Phone: 1 305-622-6828 Cruise Work Experience
1 347-322-3048
NORWEGIAN CRUISE LINES (NCL) – USA – From October 2005 - Present
Email: Assistant Front Office Manager
rdvmgr@gmail.com Front Office Supervisor (Sr. Receptionist)
Receptionist
Assistant to the Embarkation Officer
Nationality: Cruises to: Canada, Portugal, Italy, Croatia, Turkey, France, Egypt, Greece, Spain, UK, USA and Caribbean.
Brazilian
As being a Assistant Front Office Manager for NCL I had the fortunate opportunity to create a service and attitude
development training called MAKE HOSPITALITY A PRIORITY. This training brought unaccountable benefits for the
Visas:
US-C/D1
team which reflected immediately into guest satisfaction, measured by great comment cards and excellent ratings on
B1/B2 the Guest Services Survey. I was also elected by the Management as Team Member of The Month July, 2007.
Duties:
Languages: -Provide supervision, direction and leadership in the Front Office Team in accordance with the objectives, performance
and quality standards established by NCL. I also Perform all aspects of human resources and training functions,
Fluent: including performance appraisals, counseling, coaching, training, disciplinary actions, etc.
Portuguese -Ensure the Reception Desk is providing the best possible service at all times, in an efficient, professional and orderly
English
Spanish
manner.
-Ascertains from the Embarkation/Clearance Officer the clearance of the vessel in all ports of call is conducted
Advanced level: professionally, efficiently and in accordance to the laws of that particular country.
German -Ensure the hotel department is organized and ready to receive guests at embarkation, with special attention placed on
the Reception Desk area and guest staterooms. The pier check-in procedures must be organized and run efficiently;
Basic Hotel Conversation: tables, chairs, juice service and flowers, etc. are ready and in place.
French -Make sure that all disembarking and boarding guests receive friendly, efficient service from the staff in accordance with
company policy; i.e. escorts to staterooms, Cruise Staff stationed at gangway, etc.
Education: -Monitor that baggage handling has been properly planned between the ship’s agent, Front Office and Executive
Housekeeper.
BACHAREL IN LYBERAL ARTS -Ensure adequate staff is provided for key swiping at gangways from the various departments in conjunction with
Portuguese and English company security standards and regulations.
Teaching
Concluded in Dec. 2004 Brazil
-Ensure that all arrangements for disembarkation are well planned, efficient, and that guests are kept informed with
regards to landing schedules/procedures, etc.
Hotel Work Experience
Computer Skills:
BLUE TREE HOTELS & RESORTS – BRASIL – From January 2001 to August 2005
Technical Software Front Office Manager
Fidelio, Fidelio Cruise, Micros, - Oversees the duty schedules for the Reception Staff and Reception Supervisor
CM-Brasil - Ensures that subordinate staff adheres to the policies and procedures established by the company, particularly
telephone etiquette, greeting guests, problem solving and follow-up to guest requests
Microsoft Office
- Follow-up on daily matters recorded in the Reception Log Book
Programs
Advanced level
- Reviews the Maintenance Control Log on a daily basis and ensures the Reception Desk is following the call back
Word, Excel, Access, Power System in order to maintain a good high-level of guest satisfaction and to avoid complaints
Point, Outlook, Vision, Internet - Responsible for handling guest room change requests adhering to the practice of charging guests according to the
company’s policy unless upgrades are given to resolve room problems or disputes
Professional and personal - Motivates the reception Staff to consistently be upbeat, friendly and outgoing at all times.
references upon request