Eugenio Kelly D. Bacani is seeking a position that utilizes his capabilities and contributes positively to an organization. He has over 10 years of experience in guest services roles, including as a Guest Relations Officer and Acting Supervisor at Venetian Paiza VIP Club since 2012 where he ensures flawless service for VIPs. Prior to this, he held roles in housekeeping and as a Welcome Service Agent. He has excellent English and basic Cantonese skills. Bacani is seeking to apply his guest service skills, computer literacy, problem solving abilities and experience managing teams.

1. EUGENIO KELLY D. BACANI
Email address: bacanikelly@yahoo.com
Contact no. (853) 62038840
Address: Patio Mungo no. 41 FL. 03 Flat 0 Ed. Son Seng Macau SAR
PERSONAL OBJECTIVE:
To finda positionthatis commensurate tomycapabilitiesandatthe same time contributespositivelyin
my utmostcapacityto the organization.
JOB EXPERIENCE
VENETIAN PAIZA VIP CLUB
Guest Relation Officer (GRO)
January 2012 – Present
Multi-tasking Job
Responsible toprovide atopand personalizedservice toourcompany'sultraVIP´swhichinclude:High
Rollers,WorldclassA listcelebritiesandTopcompanyexecutives.
Acting Supervisor
 Ensure and provide flawless, upscale, professional and high class guest service
experiences
 Respond to guests needs and anticipate their unstated ones
 Expect and react promptly to guests’ requirements and inquires.
 Oversee and coordinate all arrivals and departures of special guests (VIPs, Executives,
etc.)
 Over-see Concierge and Limousine operations, ensures deliver elegant, proficient
service.
 Coordinate and manage communication between guests and staff and follow up to
ensure complete service recovery
 Promote all amenities, conveniences, events and programs offered
 Direct, coach and manage guest relations team to ensure all standards and operating
procedures are adhered to
 Examine activities log sheet, assign tasks appropriately and implement control schedule
daily
 One of in charge conducting trainings to ensure day to day job and tasks are follow
through accordingly.
 Efficiently distributing to Guest Relation team every guest request and ensures its done
suitable and efficiently.
 Ensures Paiza driveway with free flowing elegant traffic, open drop and pick point area
for all arriving and departing VIP guests

2. Concierge
 Issue Ferry ticket, Limousine Services, Airline booking, Helicopter booking, internal &
external Restaurant booking, golf and Entertainment Ticket booking.
 Billing settlement for VVIP guest/Patron & Junket.
 Be fully conversant with property’s software such as OPERA, LMS,POS, MICROS,
MAXIMO, FCS, LBS,OWS, Guest Profile Share point etc...
Limousine Counter
 Control limousine order taking and dispatch.
 Prepare and analyze regular forecasts and reports.
 Ensure monitoring of vehicle is under GPS tracking system and properly managed.
 Accept bookings and co-ordinate with drivers to meet required vehicle and passenger
demand.
 Document pertinent information in the log book.
 Review status of assignments and any follow-up action with on-coming dispatch
attendant.
 Monitor and ensure drivers perform their job functions.
 Complete other assignments as directed by Supervisor/Assistant Manager - Limousine.
 Maintain good relations with other airport personnel, airline associates, the counter
associates and other hotel’s airport representative to ensure maximum cooperation in
doing the job.
GRO
 Paiza guest relations officer (GRO) is atthe forefront of customer service. He or she is one of the first
hotel workers to greet guests as they arrive. The GRO provides hotel guests with above-and-beyond
serviceto ensure their experience will be worth remembering. The position ensures thatguests are happy
from the moment they step into the hotel until they leave. Sometimes, he or she continues to provide
superior customer serviceafter the guests arelong gone
 Familiarwith all hotel services/features and local attractions/activities to respond to guest inquiries
accurately
 Load / unload passengers’luggageinto/ out of the vehicle
 Take extreme careof the property of Guest and the Company
 Ensure Guests have a safeand pleasantjourney
 Meet and greet designated VIP / VVIP guests for pick up at the airport/ferry terminals,baggagepick up
areas
 Communicate any delays,problems and guests needs with the hotel by phone
 Understand the operation, policiesand procedures of Valet Parking
 Resolve Guest complaints,ensuringguestsatisfaction
 Complete other assignments as directed by the Duty Manager, Welcome Services

3.  Check daily and constantly with hotel for additional bookings,flightchanges,additional instruction,
special request,etc. to ensure no singleinformation is missed
 Report to hotel for any flightdelay or cancellation on both incomingand outgoing flight; in particular,
duringthe full houseperiod and typhoon period
 Attend to VIPs departure and assistthem with check-in and other requests to ensure problem free
 Maintain good relations with other airport personnel, airline associates, the counter
associates and other hotel’s airport representative to ensure maximum cooperation in
doing the job.
 Conversant with all SOP, core standards and culture service standards and to execute
them efficiently daily at work. Represent The Venetian Hotel & Paiza Macao as
ambassadors and delivering impeccable levels of guest service
 Possess excellent product knowledge of Venetian Macao Resort , Paiza Mansions, Sands
Macao facilities, service as well as Macao as a whole Paiza
VENETIAN PAIZA VIP CLUB
Welcome Service Agent / Hotel Representative
 August 2012 – January 2013
 Handling VIP guest arrival with pick up request, and arrangethe transportation.
 Assistwith guest luggage as and when required.
 Give all hotel facilities information to the guest and assists themin to the car.
 Inform reception manager, concierge or guest relation officers when VIP is on their way to the hotel.
 Stand by at the arrival terminal for every flightarrival.
 Write all theadditional instruction for guests or information aboutguest arrival or departurein the
logbook and should be transferred to the expected arrival listof each airportrep.
 Escort the guest to the official car rental and deals with authorized car rental staff.
 Any changes on arrival and departureflightmust be reported to Front Officemanager and chief
concierge.
 Responsiblefor good serviceand maintain closerelationship with all official sectors atthe airportand
most of all,maintain a spiritof team work among the hotel’s personnel. Submit names and arrival flight
numbers to meeting servicestaff.
 Ensures the neat of appearanceand grooming of airport/Ferry Terminal representative officers.
 Anything that is related to operation as well as special cases of leaving mustbe noted down in the
logbook, and also haveto have the written approval of Hospitality Manager or Chief Concierge.
VENETIAN MACAU RESORT HOTEL
Housekeeping (Room Attendant)
2009-2012
 Responsiblefor ensuringthat guest rooms and public areas of the Hotel Are cleaned and linens are
restocked, ensuringthe Hotel is maintained to the high presentation.
 Cleaningof the guest rooms to standard as assigned
VENETIAN MACAU RESORT HOTEL
Housekeeping (Public Areas)
2007-2009
 Responsiblefor the cleaningand maintenance of the public areas of the hotel, both interior and exterior,
accordingto established hotel procedures

4. PERSONAL DATA
 Date of Birth : February 18, 1989
 Placeof birth : Antipolo City, Philippines
 Citizenship : Filipino
 Civil Status : Married
 Weight : 83 Kgs. / 185lb
 Height : 6” / 182cm
 Religion : Roman Catholic
 Language : Excellent English verbal/written,basic Cantonese
 Passportno. : EB4557159
 Blue Card no. : 13066352
SKILLS
 Computer & Technical Literacy
 MS OfficeApplications
 Communications Skills in listening,verbal,written(English,Cantonese)
 Knowledge of (LMS System) Lodging Management System, OPERA System, LMS, POS,MICROS,
MAXIMO, FCS,OWS,Guest Profile Share pointetc...
 Flexibility
 Teamwork
 Problem solving
TRAINING AND CERTIFICATES
 Certificateof Completion(23rd March 2010)
o Maximo System Training
 Certificateof Completion(October 2013)
o Elementary Cantonese Course
 Certificateof Recognition(august2013)
o Completed 8 hours of serviceawareness and skillstraining:
o Buildingour Cultureof Service
 Certificatefor Guest Relations Training
EDUCATIONAL BACKGROUND
 College Education
 Course/Major: Bachelor of Science in Hotel Restaurant and
Tourismmanagement (BSHRTM)
 University/Institute: St. Paul University Philippines(SPUP)
Tuguegarao City Philippines
 Date: 2005-2007
 Secondary Education
 University/Institute: School Of St. Mathias (SSM)
Tumauini Isabela Philippines
 Date: 2001-2005
 Elementary Education
 University/Institute: Arcon Maligaya Elementary School
Tumauini,Isabela Philippines
 Date: 1995-2000

5. AWARDS
 Grazie/Thank You Award (December 2010)
 Grazie/Thank You Award (October 24, 2011)
 Certificateof Appreciation (November 4, 2012)
 Venetian Paiza hotel Appreciation Award November 2012 Winner
 Venetian Paiza hotel Appreciation Award May 2013 Winner
 Venetian Paiza Team Member Appreciation Award (December 5, 2013)
CHARACTER REFERENCE:
Ms. Jo Zhou
Venetian Paiza VIP Club
Chief Concierge
jo.zhou@sands.com.mo
Mr. Bobby Lavado Encio
Parisianhotel Macau
Duty Manager
bob_lavado@yahoo.com
+853 66224991
Ms. DianeManarang
Sands Cotai Central Paiza
Paiza Supervisor
diane.manarang@sands.com.mo
I hereby certify that the above information is trueand correctto best of my knowledge and belief.
Eugenio Kelly D. Bacani
Applicant