Penny Panayi
Summary
Accomplished professional with extensive skills in hospitality, organisational management, and leadership. Demonstrates exceptional communication and time management abilities, ensuring efficient operations and superior customer service. Proven track record in supervising teams and enhancing customer satisfaction. Committed to leveraging expertise in management to drive success in dynamic environments.
Overview
19
19
years of professional experience
1
1
Certification
Work history
Stall Manager
The Real Greek
London
01.2023 - 06.2025
- Operated a long wheelbase van in central London, ensuring timely and safe transport of equipment and supplies
- Efficiently unloaded the van and set up a street food stall, adhering to health and safety standards
- Prepared and served food to a high standard while delivering excellent customer service
- Handled cash and card transactions accurately using point-of-sale systems
- Managed end-of-day procedures, including stall breakdown, cleanup, and return transport to the storage facility
Store Manager
No3 cafe
London
02.2021 - 02.2023
- Oversaw daily operations of a busy central London coffee shop, ensuring smooth service and high standards of customer satisfaction
- Prepared and served high-quality coffee and food, while maintaining a welcoming and efficient front-of-house environment
- Managed customer orders and processed payments accurately using POS systems
- Monitored stock levels, placed supplier orders, and ensured timely receipt and quality checks of deliveries
- Maintained cleanliness and hygiene across all areas, in line with food safety standards
- Handled end-of-day procedures, including cashing up, closing the premises, and securing daily financial records
- Regularly updated and maintained NCASS (Nationwide Caterers Association) compliance documentation and certifications
Events Manager
Rainbo food
London, UK
03.2017 - 02.2020
- Safely drove vans to and from event locations, ensuring timely delivery and collection of all equipment and supplies
- Efficiently packed and organized the van with all necessary food and equipment to support smooth event operations
- Managed full setup and breakdown of the food stall, maintaining high standards of cleanliness and safety
- Handled both front-of-house (FOH) customer service and back-of-house (BOH) food preparation, ensuring a seamless customer experience
- Prepared and served food with attention to quality and hygiene standards
- Oversaw day-to-day stall management during events, coordinating team activities and maintaining operational efficiency
- Developed detailed timelines and checklists to streamline work procedures.
- Organised complex logistics to ensure smooth running of events.
Warrant Officer
SSE PLC
London
02.2014 - 03.2017
- Led a team of four in the execution of utility warrants across various London locations, ensuring all operations were carried out safely, legally, and professionally
- Conducted on-site risk assessments and daily vehicle safety checks to maintain compliance with health and safety standards
- Engaged with vulnerable individuals and households in high-stress situations, using strong negotiation and conflict resolution skills to de-escalate tensions and find workable solutions
- Assessed individual circumstances of customers in arrears and completed detailed risk assessments prior to any enforcement action
- Liaised with courts and submitted accurate, detailed reports to the Magistrates' Court to support warrant applications
- Upon issuance of warrants, coordinated and led teams to gain lawful entry to properties-sometimes by force-in order to install pay-as-you-go meters
- Maintained a calm, professional demeanor while working with sensitive cases and individuals under pressure
Senior Customer Service Advisor
Olympic Holidays
London
01.2009 - 03.2014
- Assisted customers in rebooking alternative holidays due to flight disruptions or accommodation issues, ensuring minimal inconvenience and a positive customer experience
- Negotiated compensation and processed refunds in line with company policies and customer expectations
- Handled customer complaints via phone and written correspondence with professionalism and empathy, aiming for swift and effective resolution
- Liaised with hoteliers and service providers to communicate customer feedback and resolve issues promptly, maintaining strong working relationships across the supply chain
- Managed high-stress situations, maintained professionalism at all times.
- Enhanced customer loyalty by resolving complaints efficiently and effectively.
- Assisted clients with complex inquiries, ensured they were satisfied with the resolutions provided.
Warm front grant, Team Leader and Assessor
eaga plc
London
01.2006 - 02.2009
- Led a team of 11 field assessors to consistently meet and exceed the organisational target of 32 home evaluations per week
- Conducted and supervised assessments of residential properties for energy-saving measures, including loft insulation, cavity wall insulation, and heating upgrades
- Supported vulnerable clients with empathy and professionalism, ensuring accessibility and clear communication throughout the evaluation process
- Scheduled appointments and consulted with homeowners to explain procedures, manage expectations, and assess eligibility for energy efficiency programs
- Delegated tasks and optimised team workflows to maximise performance and ensure timely delivery of services
- Provided hands-on coaching and motivation to enhance individual and team productivity
- Liaised with both internal departments and external partners to ensure seamless coordination and project delivery
- Compiled and submitted accurate daily reports, with detailed documentation of findings and recommendations where required
- Handled customer complaints, resolved escalations, and managed challenging client interactions with professionalism and care
- Travelled daily across London to conduct on-site home evaluations
Education
GCSE - English, Greek, Science, Maths
Broomfield
NVQ Level 3 - Leisure and Tourism
Barnet and Southgate College
Food Hygiene Level 1 & 2 -
NCASS
Skills
- Hospitality
- Organisational skills
- Leadership
- Communication skills
- Time management
- Management
- Supervising experience
- Customer service
- Conflict management
- Empathy for customers
Certification
- Driving Licence
- Food hygiene level 1 & 2
Languages
English
Fluent
Greek
Fluent
Timeline
Stall Manager
The Real Greek
01.2023 - 06.2025
Store Manager
No3 cafe
02.2021 - 02.2023
Events Manager
Rainbo food
03.2017 - 02.2020
Warrant Officer
SSE PLC
02.2014 - 03.2017
Senior Customer Service Advisor
Olympic Holidays
01.2009 - 03.2014
Warm front grant, Team Leader and Assessor
eaga plc
01.2006 - 02.2009
GCSE - English, Greek, Science, Maths
Broomfield
NVQ Level 3 - Leisure and Tourism
Barnet and Southgate College
Food Hygiene Level 1 & 2 -
NCASS
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