Emiliano Aglitti
London,London
Summary
A dedicated and experienced hospitality professional with a solid background in guest relations and management within the luxury dining and nightlife industry. A proven track record of delivering exceptional customer service and operational excellence in high-end establishments.
Overview
18
18
years of professional experience
Work history
Guest relations manager
Sumosan Twiga
London
09.2023 - Current
- Developed holistic advertising strategies to achieve revenue and awareness goals.
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
- Increased repeat business through loyalty programmes and guest offers.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Resolved customer complaints calmly and professionally, providing positive solutions to maintain satisfaction.
- Drove customer retention, building engaging relationships through every interaction.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Replied to negative online feedback with constructive, helpful responses, seeking to resolve service issues.
Guest relations manager
Sexy Fish
London
11.2022 - 08.2023
- Increased repeat business through loyalty programmes and guest offers.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Resolved customer complaints calmly and professionally, providing positive solutions to maintain satisfaction.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
Assistant general manager
Bagatelle
Mykonos
05.2022 - 10.2022
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Completed opening and closing procedures multiple times per week, completing reporting and security tasks.
- Training staff on standards of service
- Setting up all standards and rules of the new opening venue and guarantee the company values
Restaurant manager
Bagatelle
London
01.2022 - 05.2022
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Reconciled cash and credit card transactions to maintain accurate records.
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Collaborated with chefs to plan and implement fresh, innovative menus, driving restaurant footfall and sales.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
Chef de rang
Bagatelle
London
04.2018 - 01.2022
- Memorised complete menu and offered guests knowledgeable suggestions.
- Managed fine dining experience for average of 5 to 6 tables to guarantee high levels of customer satisfaction.
- Increased order value by upselling sides, drinks and desserts.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Managed timing standards in food deliveries to minimise delays.
- Maintained excellent level of service in busy and demanding restaurant environment.
- Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
- Attended to customer needs and queries relating to allergies and special dietary requirements.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Cleaned, sanitised and organised food storage racks and bins, maintaining exceptional hygiene standards.
- Practiced healthy and safety measures to comply with regulations.
Restaurant manager
Gaucho
London
08.2016 - 04.2018
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
- Led by example in providing customers with attentive, professional restaurant service.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
Head waiter
Gaucho
London
11.2009 - 04.2016
- Pleasantly greeted guests and offered to take drink orders while assisting with menu familiarisation.
- Checked in with customers during meals to verify order accuracy and meet additional needs.
- Worked closely with chef to provide tasty options for guests with food allergies or intolerances.
- Kept tables clear of used crockery, glassware and cutlery.
Flight attendant
Ryanair
Stansted Airport
03.2008 - 11.2008
- Relayed updates and information to passengers after confirming key details with pilot.
- Administered first aid on passengers experiencing medical emergencies.
- Supported passengers through emergency scenarios for safe outcomes.
- Performed rigorous pre-flight security checks ahead of take off.
Restaurant supervisor
Ping Pong
London
01.2007 - 02.2008
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
- Ensured exceptional health and safety standards by closely monitoring restaurant operations.
- Reconciled cash and credit card transactions to maintain accurate records.
Waiter
Ping Pong
London
01.2006 - 01.2007
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Delivered food and drinks from kitchen to respective tables to meet timely expectations.
- Prepared tables for guests and reset tables between customers.
- Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
Education
Diploma of Higher Education - Electronic and Communications
ITIS H. Hertz
Rome 09/1998 - 06/2003
Skills
- Exceptional customer service
- Dedicated work ethic
- Excellent communicator
- Team player
- Public relations
- Marketing
- Leadership
Timeline
Guest relations manager
Sumosan Twiga
09.2023 - Current
Guest relations manager
Sexy Fish
11.2022 - 08.2023
Assistant general manager
Bagatelle
05.2022 - 10.2022
Restaurant manager
Bagatelle
01.2022 - 05.2022
Chef de rang
Bagatelle
04.2018 - 01.2022
Restaurant manager
Gaucho
08.2016 - 04.2018
Head waiter
Gaucho
11.2009 - 04.2016
Flight attendant
Ryanair
03.2008 - 11.2008
Restaurant supervisor
Ping Pong
01.2007 - 02.2008
Waiter
Ping Pong
01.2006 - 01.2007
Diploma of Higher Education - Electronic and Communications
ITIS H. Hertz
09/1998 - 06/2003