Angelo Pagani
Honolulu,HI
Summary
Detail-oriented customer service professional offering a proven history of transforming obstacles into guest satisfaction and loyalty. Aiming to utilize 13 years of guest service experience to bring immediate value to the team.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Hilton Hawaiian Village Waikiki Beach Resort
Honolulu, HI
09.2022 - Current
- Greeted guests with a friendly and welcoming attitude.
- Answered inquiries about hotel services, facilities and local attractions.
- Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Detailed all policies and procedures, including safety information to guests upon hotel check in.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Security Site Supervisor
Pono Security
Honolulu, HI
03.2021 - 09.2022
- Conducted security assessments and identified areas of vulnerability.
- Monitored access control systems, CCTV footage, and alarm systems.
- Provided training for new security personnel on safety protocols and emergency response plans.
- Investigated suspicious activity and reported findings to the appropriate authorities as needed.
- Developed detailed reports on incidents and submitted them to management for review.
- Implemented strategies to reduce potential threats and mitigate risk in high-traffic areas.
- Enforced safety regulations and ensured that employees followed all rules and regulations related to security matters.
Club Staff Member
Sam's Club
Honolulu, HI
10.2020 - 09.2022
- Greeted and welcomed members upon arrival to the club.
- Organized and maintained a clean and safe environment for members and guests.
- Maintained an up-to-date knowledge of all club services, amenities, events, rules, regulations.
- Handled cash transactions accurately while adhering to established policies and procedures.
- Attended weekly staff meetings providing feedback on how to improve services for members and guests.
Bartender
Rivers Casino Pittsburgh
Philadelphia, PA
04.2019 - 10.2020
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Performed opening and closing duties including restocking supplies.
- Attended regular training sessions to stay updated on new products or trends.
- Upsold customers from shelf to premium brands to help boost sales.
Barback
Shorefyre
Honolulu, HI
01.2019 - 04.2019
- Assisted in creating signature beverages to increase revenue, patron loyalty and deliver a wide array of flavors/experiences to consumers.
- Organized bottles and cans on shelves according to brand or type.
- Stayed up-to-date with current drink recipes to provide accurate information about cocktails to guests.
- Delivered food orders from kitchen staff to customers at the bar in a timely fashion.
- Demonstrated knowledge of all products offered at the bar including specialty beers, wines, liquors, sodas, juices .
- Followed safety protocols such as properly storing equipment away after use.
- Maintained spotless, well-stocked bar organized and ready for customer demands.
Table Busser
Cheeseburger In Paradise
Honolulu, HI
11.2017 - 01.2019
- Set up and reset dining room tables with linens, silverware, dishes, condiments, and other items.
- Greeted guests at their tables and provided them with menus.
- Replenished water glasses throughout the course of a meal.
- Stocked bussing stations with supplies such as napkins, straws, and condiments.
- Expedited food to tables to assist servers during busy periods.
- Maintained highest standards of cleanliness while efficiently meeting dining room needs in fast-paced environment.
- Assisted in setting up special events by laying out place settings.
- Ensured that each guest's experience was pleasant by providing prompt service when needed.
Cook Shift Leader
V&V Scratch Kitchen
Finleyville, PA
01.2015 - 11.2017
- Ensured kitchen staff followed health and safety regulations.
- Provided direction to kitchen staff regarding food preparation, cooking times, portion sizes, and presentation of dishes.
- Maintained up-to-date knowledge of menu items, ingredients, and recipes.
- Assisted in developing new menu items based on customer feedback.
- Inspected equipment and ensured it was properly maintained by kitchen staff.
- Developed strategies to reduce waste and increase efficiency within the kitchen.
- Coordinated with other departments such as front-of-house or catering services when needed.
- Served as lead cook, guiding and assisting training of less experienced cooks.
- Followed recipes and procedures to prepare, season and cook food products.
- Tested new recipes and menu items, following taste-test evaluation and procedural criteria.
Education
High School Diploma -
Northgate High School
Pittsburgh, PA05.2013
Skills
- Hospitality Services
- Guest Relations
- Customer Rapport
- Proficient in PowerPoint, Excell, and Microsoft Word
- Written and Verbal Communication
- Point of Sale (POS) System Operations
- Effective Customer Upselling
- Issue Resolution
Timeline
Guest Service Agent
Hilton Hawaiian Village Waikiki Beach Resort
09.2022 - Current
Security Site Supervisor
Pono Security
03.2021 - 09.2022
Club Staff Member
Sam's Club
10.2020 - 09.2022
Bartender
Rivers Casino Pittsburgh
04.2019 - 10.2020
Barback
Shorefyre
01.2019 - 04.2019
Table Busser
Cheeseburger In Paradise
11.2017 - 01.2019
Cook Shift Leader
V&V Scratch Kitchen
01.2015 - 11.2017
High School Diploma -
Northgate High School
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