GIULIA FORCELLA
London,United Kingdom
Summary
Experienced professional with expertise in financial budgeting, HR policies implementation, and regulatory compliance. Demonstrates a result-driven approach to achieving organisational goals while ensuring adherence to industry standards. Committed to leveraging core competencies to drive operational efficiency and support long-term business success.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
GENERAL MANAGER
Côte
London
10.2024 - Current
- Regularly reviewed performance data, driving continuous improvement efforts.
- Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
- Defined company direction through careful strategic planning.
- Developed strategic business plans, enhancing corporate vision and objectives.
- Delivered results under pressure to meet tight deadlines.
- Identified new business opportunities, leading to market expansion.
- Implemented rigorous financial controls, improving overall profitability.
- Streamlined communication processes for improved team collaboration.
- Established a positive work environment which promoted staff morale and productivity.
HEAD OF DEPARTMENT
SOHO HOUSE
London
09.2022 - 09.2024
- Warmly welcomed members and utilized open-ended questions to accurately assess their needs
- Successfully recruited, trained, and developed a high-performing, customer-centric team from the ground up
- Mentored and promoted two new managers who are now excelling in their roles
- Ensured the company's open-door policy was maintained, fostering an environment where employees felt comfortable sharing ideas and suggestions
- Adhered to company standards and procedures, overseeing compliance with Health & Safety regulations
- Implemented targeted marketing strategies to attract potential members, focusing on promoting a healthy lifestyle to gym users
- Directed employee training and retraining initiatives to enhance performance, resulting in an average Mystery Diners score of 96% over the past year
- Fostered a positive atmosphere and consistently exceeded expectations to ensure each member received outstanding food and service
- Actively sought and encouraged member feedback, utilizing survey results to implement positive changes and improve the overall dining experience
- Collaborated closely with the Bar Manager and Head Chef to maintain cost-of-sales (COS) targets for both beverages and food
- Managed the operations of various successful events, including Bar Mitzvahs, weddings, corporate conferences, and children's parties, achieving weeks with nearly £100k in event revenue
- Successfully launched and oversaw the complete operations of two distinct food concepts, managing every aspect from inception to execution
GENERAL MANAGER
WAGAMAMA
Wimbledon
07.2022 - 09.2022
- Rebuilt the team from the ground up, developing a new management team that successfully restored the restaurant to its former success
- Consistently achieved a Net Promoter Score (NPS) above 90, along with strong positive reviews across all platforms
- Maintained an average weekly sales revenue of £45k
- Supervised the operations of the Wigmore St
- Branch while concurrently managing my primary assigned restaurant
GENERAL MANAGER
WAGAMAMA
Gatwick Airport
01.2022 - 07.2022
- Managed a team of over 80 employees, strategically hiring additional staff to meet operational targets
- Oversaw a complex operation with demanding hours, from 4 AM to 10 PM
- Established a strong relationship with airport management to secure essential support for operations
- Gained expertise in managing airport operations, successfully navigating the unique challenges associated with this environment
- Coordinated closely with our sister restaurant in the South Terminal to ensure mutual support and collaboration
TEAM MEMBER TO GENERAL MANAGER
WAGAMAMA
Westfield Stratford
09.2016 - 01.2022
- Gathered and analyzed customer feedback using the CRM online system, providing actionable insights to management for prompt corrective measures
- Welcomed guests and clients with an upbeat and friendly demeanor, ensuring a positive first impression
- Improved customer satisfaction ratings by efficiently resolving issues and enhancing the overall guest experience
- Led a team of over 90 employees across both front and back of house, effectively organizing staff during service to maximize performance across all restaurant sectors
- Led and managed operations generating an average of £100k in weekly revenue
- Managed the restaurant's accounting and financial profile using the Symphony system, conducting periodic analysis of P&L trends to develop and implement strategic action plans
- Scheduled staff shifts and managed team vacations using the Fourth Hospitality system, ensuring optimal staffing levels
- Oversaw goods management, maintaining direct relationships with suppliers, handling weekly orders, and conducting weekend inventory using the Fourth Hospitality system (FNB Manager)
- Monitored customer satisfaction through the calculation of the Net Promoter Score (NPS) and developed targeted action plans based on the results
Education
HIGH SCHOOL GRADUATION -
ITAER F. DE PINEDO
Rome 01.2022 - 07.2022
Skills
- Financial budgeting
- HR policies implementation
- Result-Driven approach
- Regulatory compliance
Languages
Italian
Native
English
Proficient (C2)
Hobbies
- Reading
- Travelling
- Motor Sports
Timeline
GENERAL MANAGER
Côte
10.2024 - Current
HEAD OF DEPARTMENT
SOHO HOUSE
09.2022 - 09.2024
GENERAL MANAGER
WAGAMAMA
07.2022 - 09.2022
GENERAL MANAGER
WAGAMAMA
01.2022 - 07.2022
HIGH SCHOOL GRADUATION -
ITAER F. DE PINEDO
01.2022 - 07.2022
TEAM MEMBER TO GENERAL MANAGER
WAGAMAMA
09.2016 - 01.2022
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