Aourela Tzelo
LONDON
Summary
With over 10 years of experience, I have honed a broad range of skills that go beyond hospitality, emphasizing leadership, problem-solving, and personal development. Through managing teams and operations, I have mastered the ability to lead effectively, manage diverse individuals, and optimize resources, all while maintaining a focus on detail and quality. Exposure to real-time problem-solving has sharpened my decision-making abilities, enabling me to provide quick, thoughtful solutions in high-pressure environments. Additionally, my role in coaching and mentoring has equipped me with the skills to help others grow, develop professionally, and maximize their potential. I'm eager to leverage this extensive experience to contribute to an organization's success, fostering a culture of continuous improvement and development.
Overview
11
11
years of professional experience
Work History
Food & Beverage Team Leader & Departmental Trainer
InterContinental Park Lane
07.2022 - Current
- Lead food and beverage team, ensuring top-tier service and memorable guest experiences.
- Address customer feedback promptly, fostering loyalty and positive relationships.
- Implement strategies to elevate service quality and team performance, driving measurable improvements.
- Conduct training sessions to enhance team skills, resulting in higher efficiency.
- Analyze feedback trends, applying data-driven strategies to improve guest experiences.
- Spearhead innovative F&B initiatives, aligning team efforts with evolving guest expectations and industry best practices.
- Meticulously oversee F&B operations, ensuring adherence to high standards. Implement precise training protocols to elevate team performance and service delivery.
Restaurant Reservation Manager
A’mente Restaurant & Cocktail Bar
06.2021 - 10.2022
- Enhanced dining experiences with personalized service, boosting sales and customer satisfaction.
- Optimized reservation system, reducing wait times and increasing table turnover.
- Implemented digital reservation platform, streamlining bookings and reducing no-shows.
- Organized exclusive private dining experiences, attracting new customers and increasing revenue.
- Tracked customer preferences, enabling tailored recommendations and fostering repeat business.
- Leveraged reservation data to optimize seating arrangements and staff schedules, significantly improving resource allocation and customer flow.
Food and Beverage Server
InterContinental Park Lane
11.2021 - 06.2022
- Enhanced customer dining experiences through personalized service and insightful recommendations.
- Exceeded upselling targets, driving higher sales and customer satisfaction.
- Coordinated with kitchen staff for prompt, high-quality service, resolving guest concerns efficiently.
- Maintained meticulous attention to detail in food presentation and table settings.
- Cultivated a welcoming atmosphere with extensive menu knowledge and wine pairings.
Assistant Restaurant Manager
Sushi Bar & Noodles Aya Restaurant
01.2018 - 01.2020
- Conducted regular inventory audits and optimized supplier orders, reducing waste and minimizing discrepancies.
- Negotiated supplier contracts and monitored performance, resulting in cost savings and enhanced product quality.
- Managed team scheduling and rotations, ensuring operational efficiency during peak and off-peak periods.
- Fostered collaboration between kitchen and front-of-house teams, increasing overall efficiency and customer satisfaction.
- Developed and implemented performance metrics and staff training programs, leading to improved service standards and higher productivity.
- Led regular team meetings to review performance, address concerns, and ensure smooth communication.
- Monitored daily restaurant operations, adjusting staff schedules to align with customer demand.
- Created and executed comprehensive training programs focused on service excellence and food safety compliance.
Delivery Operations Supervisor
Sushi Bar & Noodles Aya Restaurant
08.2015 - 01.2018
- Supervised delivery orders from phone and online platforms, optimizing driver routes for timely, accurate deliveries.
- Resolved customer complaints efficiently, ensuring high service quality and satisfaction.
- Developed upselling strategies, increasing revenue and refining menu offerings based on customer preferences.
- Coordinated with kitchen staff for seamless order processing, improving service speed and accuracy.
- Implemented quality control measures for takeout orders and eco-friendly fleet practices, boosting operational efficiency.
- Created performance reports and contingency plans to enhance team productivity and mitigate disruptions.
Head Waitress
BB KING Restaurant
09.2013 - 07.2015
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Trained staff members on use of POS system.
- Managed food resources, memorized orders, and coordinated customer service.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Education
Learning And Development
Apprenticeships
InterContinental Park Lane Qualification - Hospitality Leadership
Confederation of Tourism And Hospitality
London, United Kingdom 04.2001 -
Qualification - Food & Beverage Management
Le Monde Institute of Hotel & Tourism Studies
Greece 04.2001 -
Postgraduate Diploma in Business Administration -
University of Patras
Greece 04.2001 -
Skills
Continuous Improvement Mindset
Customer-Centric Approach
Effective Communication
Team Collaboration
Interpersonal Skills
Hardworking Ethic
Leadership Skills
Problem Solving
Adaptability
Languages
Albanian, Greek
Native language
English
Proficient
C2
Timeline
Food & Beverage Team Leader & Departmental Trainer
InterContinental Park Lane
07.2022 - Current
Food and Beverage Server
InterContinental Park Lane
11.2021 - 06.2022
Restaurant Reservation Manager
A’mente Restaurant & Cocktail Bar
06.2021 - 10.2022
Assistant Restaurant Manager
Sushi Bar & Noodles Aya Restaurant
01.2018 - 01.2020
Delivery Operations Supervisor
Sushi Bar & Noodles Aya Restaurant
08.2015 - 01.2018
Head Waitress
BB KING Restaurant
09.2013 - 07.2015
Qualification - Hospitality Leadership
Confederation of Tourism And Hospitality
04.2001 -
Qualification - Food & Beverage Management
Le Monde Institute of Hotel & Tourism Studies
04.2001 -
Postgraduate Diploma in Business Administration -
University of Patras
04.2001 -
Learning And Development
Apprenticeships
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