Susanna Armano
London,United Kingdom
Summary
Emerging into the hospitality profession, I have taken on a variety of roles challenging and harnessing interpersonal skills, collaboration and problem-solving. My dedication and adaptability has resulted in a strong skillset allowing me to effectively understand the importance of organisation and communication to provide high quality results. I am a very driven and loyal employee with solid understanding of how to also be a team player. I am a continuous learner, actively seeking opportunities to expand my knowledge and further enhance my contributions to the world of hospitality.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work history
Food & Beverage Supervisor
Westin London City Hotel
London
2023.10 - 2026.03
- Overseeing day to day operations of the Restaurant, In-Room Dining and Club Lounge.
- Lead team to deliver outstanding hospitality operations.
- Resolve complaints calmly and professionally to achieve positive customer outcomes.
- Monitor restaurant performance to identify and implement improvement initiatives through staff training, daily briefings and on the job coaching.
- Handling Health & Safety/COSHH Folders and Cleaning Schedules throughout all Food & Beverage operating areas to ensure full compliance procedures are updated and completed.
- Managing staff duty hours, scheduling and attendance to ensure proper coverage.
- Professionally handling all guest email enquiries, reservations, special requests and follow ups in a timely manner.
- Making key operational decisions and managing the team effectively in absence of Outlet Manager.
- Managing and placing daily orders for operational supplies and bar stock.
- Provide expert recommendations to guests on menu and beverage selections.
- Demonstrating strong technical expertise in MICROS POS and PMS systems for billing, order management, and operational reporting.
- Collaborating closely with all departmental and management team members to maintain brand standards and deliver consistent service.
- Attend all essential meetings and required trainings
- Provide end of day report and overall revenue
Supervisor
Black Sheep Coffee
London
2021.03 - 2023.10
- Supervised activities of workers and enforced safety regulations.
- Oversaw day-to-day activities of team, ensuring tasks were completed.
- Trained new hires.
- Dealt with customer complaints and rectified product and service issues.
- Managed daily planning of workplace operations, clearly communicating to staff for smooth, efficient task delivery.
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
- Monitored supply levels to maintain proactive approach to handling shortages and maintaining manufacturing schedules.
Server
Yo Sarnie Cafe
London
2020.10 - 2021.03
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
- Followed health and hygiene standards when handling food and cleaning restaurant.
- Cleaned and set tables quickly to minimise time between reservations.
- Totalled bills for customers and accepted payment.
- Assisted kitchen staff with food prep, dishwashing and plating food.
Event Hostess
The Mermaid Blackfriars (CGE Elite Agency)
London
2019.10 - 2020.02
- Greeted and welcomed event attendees, creating positive and engaging atmosphere.
- Created memorable customer experiences through attentive, responsive service.
- Represented company and promoted brand with exceptional service and presentation.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Managed guest lists and registrations, maintaining accuracy and efficiency.
- Worked with day-of event staff to minimise delays and disruptions using critical thinking skills to solve unexpected issues.
Event Hostess
Kensington Olympia Horse Show (CGE Elite Agency)
London
2019.10 - 2020.02
- This was a 8 day event:
- Worked with day-of event staff to minimise delays and disruptions using critical thinking skills to solve unexpected issues.
- Collaborated with event organisers to execute VIP protocols and special guest arrangements.
- Providing smooth and consistent service throughout the event within the conference media room.
- Serving champagne evening service within meeting rooms of VIP guests
- Clearance and restock of all appliances
Restaurant Hostess
Ascots
2013.06 - 2015.08
- Welcomed guests with warmth and professionalism to establish positive first impressions.
- Greeted guests and escorted to tables, minimising wait times.
- Created memorable customer experiences through attentive, responsive service.
- Greeted customers, presented menus and shared information about available special items.
- Processed reservations orders by phone, answered customer questions and provided accurate waiting times.
- Stayed up to date on menu changes to accurately answer customer queries.
- Memorised complete menu and offered guests knowledgeable suggestions.
Education
Bachelor of Arts - International Hospitality Management
Derby University/ The London College (UCK)
2022.09 - 2023.05
Diploma of Higher Education - Hospitality Management
The London College (UCK)
2021.09 - 2022.07
Certificate of Higher Education - Sport Science and Management
Nottingham Trent University
2019.09 - 2020.10
A-Levels - Pearson BTEC Extended Diploma Level 3, Focus on Sport & Exercise Science
Kingston College
2015.09 - 2017.06
Skills
- Customer Service
- Communication
- Engaging Personality
- Multi-tasker
- Problem Solver
- Computer Skills
- MICROS POS/PMS System
- Staff Training/Development
- Health and Safety/ COSHH
- Stock Take/Ordering
- Report and End of Service Billing
AWARDS & ACCOMPLISHMENTS
- Health & Safety Champion
- AoC Sport National Championships
- Youth Commonwealth Games - Squash
- First Honours Sport Certification (Swimming, Badminton, Track & Field)
- Outstanding Teen Awards for Sports
COMMUNITY SERVICE
- UNICEF Samoa - teaching football skills to local school children,
- Habitat for Humanity Paraguay - building houses for less fortunate,
- Duke of Edinburgh
HOBBIES AND INTEREST
- Squash
- Travelling
- Trying new cuisines
References
References available upon request.
Timeline
Food & Beverage Supervisor
Westin London City Hotel
2023.10 - 2026.03
Bachelor of Arts - International Hospitality Management
Derby University/ The London College (UCK)
2022.09 - 2023.05
Diploma of Higher Education - Hospitality Management
The London College (UCK)
2021.09 - 2022.07
Supervisor
Black Sheep Coffee
2021.03 - 2023.10
Server
Yo Sarnie Cafe
2020.10 - 2021.03
Event Hostess
The Mermaid Blackfriars (CGE Elite Agency)
2019.10 - 2020.02
Event Hostess
Kensington Olympia Horse Show (CGE Elite Agency)
2019.10 - 2020.02
Certificate of Higher Education - Sport Science and Management
Nottingham Trent University
2019.09 - 2020.10
A-Levels - Pearson BTEC Extended Diploma Level 3, Focus on Sport & Exercise Science
Kingston College
2015.09 - 2017.06
Restaurant Hostess
Ascots
2013.06 - 2015.08