Opera , Oracle Hospitality ,POS
Enzo Pantano
Hotel Specialist
Vancouver,BC
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
10
10
years of professional experience
1
1
Certification
2
2
years of post-secondary education
Work History
Bellman
Hyatt Regency Vancouver Hotel
Vancouver, BC
06.2022 - 09.2022
- Responded to guest concerns and requests and quickly handled issues.
- Greeted visitors pleasantly upon arrival and offered immediate assistance.
- Escorted travelers to and from guest rooms and assisted with luggage.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Discussed guest issues with front desk manager to devise speedy resolutions.
- Provided advice to guests on transportation options near hotel.
- Assisted guests with disabilities in safely maneuvering through lobby and accessing hotel rooms.
- Delivered packages, messages and other items to guest rooms.
- Monitored area surrounding hotel and addressed potentially dangerous people and situations.
- Reported room or property issues to maintenance staff for repairs.
- Attached claim checks to bags to efficiently store and organize luggage.
- Picked up and dropped off heavy laundry bags for guests.
- Greeted guests at front lobby, directed to check-in and offered assistance with luggage.
- Collaborated with other hotel employees by assisting with luggage and exchanging information with front desk staff.
- Utilized portable equipment to take luggage from guests and transport bags to hotel rooms.
- Greeted guests coming in and held doors open for people entering building.
- Hailed taxis and arranged comfortable transportation for hotel guests.
- Oversaw hotel lobby and inspected commonly used equipment to achieve adequate sanitary standards.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
Owner/Operator
Enzo & A Mower
Melbourne, VIC
10.2020 - 03.2022
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Resolved issues quickly through meticulous research and quick decision making.
- Conferred with customers to understand needs and finalize purchase orders.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
- Kept records for production, inventory, income and expenses.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Kept up-to-date on regulatory changes affecting business operations.
- Set pricing structures according to market analytics and emerging trends.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Operated landscaping equipment to maintain grounds and remove trees.
- Operated company vehicles and equipment safely and according to good practices.
- Maintained equipment and vehicle in good working order to prevent breakdowns and service delays.
- Applied weed and pest control chemicals to protect customer lawns.
- Treated lawns with chemical applications to improve appearance and health.
- Prepared accurate quotes based on skilled lawn measurements and calculations of chemical requirements.
- Canvassed areas door-to-door to build connections and bring in new business.
- Cleared pathways of overgrowth, debris and snow to reduce hazards.
- Pruned trees and bushes to improve visibility and shapes.
- Prepared soil and gardens for planting and laid down mulch and sod.
- Used hand-held tools to maintain green spaces.
- Responded quickly to customer inquiries and concerns to drive customer satisfaction and maximize retention.
- Applied fertilizers and pesticides to lawns and grounds to control weeds, reduce insect infestation and maintain soil fertility.
- Managed and serviced diverse customer accounts with focus on addressing individual needs and specifications.
- Liaised with clients to maximize satisfaction, discussing additional services and implementing changes to meet demand.
- Swapped out plant containers and flowerbeds each spring, summer and fall.
- Managed services schedules to achieve timely and quality deliverables for diverse client base.
- Determined causes of lawn and garden issues and recommended solutions.
- Planned and cultivated designer lawns and gardens to enhance backyard lawns.
- Administered pesticides to mitigate and control pest damage.
Communications Specialist
Park Hyatt Hotel
Melbourne, Victoria
01.2021 - 04.2021
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Processed guest payments for room charges, food and beverage charges and phone charges.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Computed guest billings and posted charges to room accounts.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Bellman /Valet Attendant
Four Seasons Hotel Vancouver
Vancouver, BC
12.2018 - 01.2020
- Employee of the Month Nomination July 2019.
- Greeted visitors pleasantly upon arrival at hotel and offered immediate assistance.
- Greeted all guests and answered questions about valet service, directions and local attractions.
- Returned guests' vehicles in safe, timely and friendly manner while following safe driving practices and obeying traffic laws.
- Parked and retrieved guest vehicles quickly to avoid long wait times and keep workflow's running efficiently.
- Loaded and unloaded luggage for guests, opened car doors and provided directions to front desk.
- Transferred suitcases, bags, and other items from cars, limos and other vehicles and main lobby to and from guest rooms.
- Delivered various items including newspapers, mail, faxes, messages, and check-out invoices to guest rooms.
- Discussed guest issues with front desk manager to devise speedy resolutions.
- Explained operational hotel room features to guests including how TV remote, heating/cooling, Wi fi access and locks worked.
- Offered guests details regarding hotel's amenities, local arts, and culture, nightlife, dining options, attractions and museums.
- Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats.
- Referred guests to local restaurants and recommended attractions in area.
- Delivered requested items to guests' rooms.
- Welcomed guests, provided answers to questions, and anticipated guests' service needs.
- Greeted all guests and answered questions about valet service, directions and local attractions.
- Returned guests' vehicles in safe, timely and friendly manner while following safe driving practices and obeying traffic laws.
- Processed all point of sale transactions accurately, counted back coin and currency and provided receipts to all customers.
Barista Supervisor
Qui Paris Cafe
Burnaby, BC
03.2013 - 12.2018
- Memorized official and off-menu preparations to serve all customer beverage desires.
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Performed minor maintenance and repairs on coffee equipment and handled troubleshooting tasks to keep coffee machines operational.
- Educated customers on beverage menu items and provided samples of daily brews.
- Addressed and resolved customer concerns by dealing with customer directly to maintain brand loyalty.
- Restocked counter and customer areas to maintain adequate items levels for expected needs.
- Welcomed customers, informing them about specials or new items, answer questions, accepted orders and payments.
- Prepared foods, such as sandwiches or baked goods.
- Cleaned and restocked work and dining areas, emptying trash, and sanitizing equipment and utensils.
- Take inventory and replenish items in display cases, behind the counter.
- Accustomed to working as part of a fun, high-energetic team.
- Followed all food safety regulations and quality controls as per company policies.
Bartender
Vancouver Canucks Hospitality, NHL
Vancouver, BC
09.2015 - 05.2018
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Monitored patrons to keep alcohol consumption in designated areas.
- Prepared over 500 mixed drinks and poured wine, beer and non- alcoholic beverages for average of 250 patrons per shift.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Restocked beer and liquor on regular schedule and after special events to prepare for forecasted needs.
- Processed over 250 transactions daily using cards, cash and voucher payment systems, applying any eligible coupons or promotions.
- Kept detailed inventories of bar supplies and kept work areas stocked to maintain workflow efficiently.
Banquet Food Server
Rosewood Hotel Georgia Vancouver Hotel
Vancouver, BC
06.2012 - 12.2013
- Prepared serving and appetizer trays and setting tables in setup for events.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Walked among tables and refilled water and beverage glasses or took orders for more drinks and food.
- Collected dishes promptly after each course, cleared crumbs and glassware, and maintained customer satisfaction.
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Completed opening and closing checklists to facilitate smooth restaurant operations.
Education
The CFES Personal Trainer Course taught me how to be a great fitness professional and meet CFES national certification requirements. -
Canadian Fitness Education Services Ltd
09.2016
High School Diploma -
Burnaby Central Secondary School
01.2013
Canada Certificate in Food Safe Level 1 -
C., Canada Commercial Bartending Certification in Commercial Bartending Certificate -
02.2012
No Degree - Business Communications
BCIT
09.2015 - 04.2017
Skills
- Room deliveries
- Luggage loading and delivery
- Message delivery
- Suitcase storage
- Guest services
- Corporate regulations
- Guest errands
- Company branding
- Phone etiquette
- Team oversight
- Reservations
- Decision-making
- Microsoft Office
- Good work ethic
- Customer service
- Cultivating soil
- Applying fertilizer
- Maintaining equipment
- Using hand tools
- Mulching gardens
- Shoveling snow from walkways
- Safe handling of pesticides
- Hedge design
- Sprinkler system maintenance
- Trimming and edging flower beds
- Monitoring health of plants
- Landscape maintenance
- Landscape equipment knowledge
- Gardening knowledge
- Work site cleaning and organization
- Weeding and edging
Accomplishments
- Classic & Modern Bartending Methods taught More than 80 different Cocktails Speed Pouring & Order Efficiency 25 shots and shot building techniques Wine Seminar & Service Techniques Beer Seminar and Draft Systems Resume and Job Search Strategies Edway Training | | Hallam, Victoria, Australia, Australia Traffic Control in Traffic Control/stop slow bat 2019 Traffic Control training course provided me with the following skills: Ensure safety of traffic controllers, fellow workers, motorists and other road users; enable works at the site to be conducted safely by minimizing the risks associated with traffic movement.
- Control traffic in a professional manner to enable drivers to negotiate through, past, or around the work site safely.
- Ensure that indication given to the traffic is consistent with the display provided by the traffic signals.
- Maintain traffic control in emergencies and other difficult situations and minimize delays to traffic.
- Other topics covered such as plan and prepare, control traffic, operate communication devices and clean up.
Certification
CBD College Barista School | Melbourne, Australia Certificate of Master Barista Certification
Interests
Activities and Honors , Golf Canada Member Vancouver Golf Tour Member Employee of the Month Nomination Interests Yoga, Gardening , Outdoor Activities,Meditation, Golf, Boxing, Physical Fitness, Hiking, Reading, Travel
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsTeam Building / Company RetreatsFlexible work hoursPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Software
Languages
English
Native language
Italian
Intermediate (B1)
B1
Interests
TRAVEL, READING, GOLFING, EXCERCISING, SOCIAL GROUPS, VIDEO, PHOTOGRAPHY, COOKING, PAINTING, DRAWING , PODCASTS, YOGA, MEDITATION
Timeline
Bellman
Hyatt Regency Vancouver Hotel
06.2022 - 09.2022
Communications Specialist
Park Hyatt Hotel
01.2021 - 04.2021
Owner/Operator
Enzo & A Mower
10.2020 - 03.2022
Bellman /Valet Attendant
Four Seasons Hotel Vancouver
12.2018 - 01.2020
No Degree - Business Communications
BCIT
09.2015 - 04.2017
Bartender
Vancouver Canucks Hospitality, NHL
09.2015 - 05.2018
Barista Supervisor
Qui Paris Cafe
03.2013 - 12.2018
Banquet Food Server
Rosewood Hotel Georgia Vancouver Hotel
06.2012 - 12.2013
CBD College Barista School | Melbourne, Australia Certificate of Master Barista Certification
The CFES Personal Trainer Course taught me how to be a great fitness professional and meet CFES national certification requirements. -
Canadian Fitness Education Services Ltd
High School Diploma -
Burnaby Central Secondary School
Canada Certificate in Food Safe Level 1 -
C., Canada Commercial Bartending Certification in Commercial Bartending Certificate -
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