GABRIELLA DE CARLO

• Provide high-end front-of-house service and operational support across an exclusive portfolio of corporate venues and historic Livery Halls.
• Adapt seamlessly to diverse, fast-paced environments, ensuring VIP standards are met at prestigious locations including the Honorable Artillery Company, Haberdashers' Hall, and Skinners' Hall.
• Maintain exceptional attention to detail while executing fine dining service, managing guest relations, and supporting event operations alongside varying venue teams.

• Oversaw daily operations and ensured smooth business operations whilst managing multiple events simultaniously.
• Led team monthly meetings to maximize staff engagement and communicate monthly targets, procedure updates and quality standard control measures.
• Ensured that health and safety and other regulatory procedures were correctly maintained, monitored and recorded.
• Designed and implemented a new inventory tracking system that streamlined quarterly stock reviews, while establishing comprehensive cleaning schedules and opening/closing protocols to ensure full compliance with H&S, COSHH and HACCP regulations.
• Oversaw the recruitment and selection process for seasonal staff members.
• Maintained smooth-running business operations by delegating priorities to staff abilities.

Direct daily operations across multiple departments at one of UK's most prestigious heritage venues, aligning workforce deployment, resource allocation, and process optimization with broader organizational objectives. Administer budgeting, labour cost control, and financial reporting cycles, reporting to General Manager and Operations Manager to support data-driven decision-making. Spearhead end-to-end meetings and events function, from seasonal menu development and client quoting through to post-event invoicing and follow-up, while maintaining compliance with HACCP, COSHH, and H&S regulatory standards.

• Implement strategic plans in alignment with the General Manager’s vision to drive business growth and profitability.
• Lead, motivate, and develop team members through regular performance reviews, training opportunities, and succession planning to build a high-performing team.
• Elevated team capability and career progression by designing and deploying structured Team Leader training program that equipped Hospitality Assistants with knowledge and skills to step into leadership roles.
• Ensuring compliance with all legal and regulatory requirements HACCP, COSHH, H&S.
• Streamlined processes to enhance productivity and reduce costs while maintaining quality standards.
• Created customized quotes and proposals aligned with client budgets, identifying upselling opportunities to enhance revenue per event.
• Functioned as the main point of contact for clients, managing their experience from initial proposal to post-event follow-up, ensuring satisfaction and fostering repeat business.
• Acquired and retained high-value repeat business, including prestigious Annual Beefeater Dinner, by delivering exceptional event execution across planning, coordination, and on-the-night hospitality.
• Issued invoices post-event, ensuring accurate billing while maintaining strong client relationships that contributed to long-term revenue streams.
• Implemented SOPs, across New Armouries Café and secondary units such as Wharf Kiosk, Ravens Café, Jewels Kiosk and ice cream carts to enhance service standards and support seasonal staff to deliver up to HRP standards.
• Managed staff schedules, resource allocation and operational planning across retail and events.

Served as primary point of contact for all internal and external clients, managing on-site communications, fostering professional relationships, and coordinating event delivery in strict accordance with agreed event specifications. Supervised day-to-day event operations by delegating and coordinating staff duties across lean in-house team, supplemented by agency staff ranging from 5 to 30 personnel depending on event scale and complexity. Administered event budgets and labour costs with full financial accountability, monitoring expenditure against targets and reporting directly to Operations Director to prevent overspending.

• Oversaw planning, organization, and execution of events, ensuring smooth operations and alignment with client and management objectives.
• Managed customer service inquiries, resolving issues before, during, or after events to maintain high levels of satisfaction.
• Develop and maintain relationships with key stakeholders and Clothworkers’ team delivering seamless service on a regular basis.
• Coordinate with vendors, suppliers, and contractors to secure event necessities such as catering, audio-visual equipment, decorations, and transportation.
• Lead the event setup and takedown processes, ensuring the venue is prepared before the event starts and returned to its original state afterward.
• Conducted post-event evaluations, gathering feedback from attendees, clients, and staff to assess outcomes and identify improvement areas for future events.
• In charge of the contract demobilization due to closing for a major redevelopment project. Responsible for asset management and inventory, stock management, and staff transition – TUPE.

• Planned and executed events of varying scale, from intimate private gatherings to large-scale functions of up to 180 guests, with no direct line management support.
• Liaised with vendors, suppliers, and contractors to secure all event requirements, including catering, audio-visual equipment and agency for staffing.
• Coordinated logistics, ensuring seamless execution of large-scale events.
• Coordinated event staff workflow and delegated tasks to maintain seamless flow of events.
• Conducted post-event evaluations by gathering structured feedback from clients, attendees, and staff to assess outcomes, identify service gaps, and implement improvements across future events.
• Worked with day-of event staff to minimise delays and disruptions using critical thinking skills to solve unexpected issues.