Erica Nieddu
Madrid
Summary
As a dynamic, flexible and very responsible person I am strongly committed with the luxury hospitality sector since younger. Ambitious, career-focused job seeker, anxious to obtain an entry-level F&B Assistant position to help launch career while achieving company goals. The passion for my job is what motivates me to keep developing myself, studying, discovering new experiencing and pushing my own boundaries.
Overview
9
9
years of professional experience
1
1
Certification
Work History
F&B Assistant/Guest Experience Manager
Santo Mauro, a luxury collection hotel
Madrid
03.2021 - Current
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Monitored the performance of team members to ensure they are meeting customer service standards.
- Greeted arriving guests to provide assistance and facilitate check-ins at the restaurant.
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Developed and implemented customer service policies and procedures to ensure superior guest experience.
- Responded to guests, including email, telephone and in-person inquiries.
- Created a system to track guest feedback and complaints in order to identify areas of improvement.
- Compiled monthly reports summarizing key performance indicators related to the guest experience.
- Compiled reports about sales analysis and gastronomic market
- Restaurant menu and Wine list layout
- Infrasys system management
Head Hostess
Santo Mauro, a luxury collection hotel
Madrid
12.2021 - 02.2023
- Assisted with customer requests and answered questions to improve satisfaction.
- Enhanced guests' experiences by fulfilling special requests during visits.
- Maintained contact with kitchen and serving staff to properly handle dining details and address concerns.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Performed administrative tasks such as taking phone calls, managing emails, and scheduling shifts.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Monitored dining area to assess server capacity and estimate wait times.
- Resolved customer service and food-related issues to maintain guest satisfaction.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
Restaurant Hostess
Saddle, 1 Michelin restaurant
Madrid
01.2020 - 12.2021
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Managed reservations, waitlists, and special requests for large parties.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Assisted staff by serving food and beverages or bussing tables.
- Balanced cash register at end of shift according to established procedures.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
P.A TO GENERAL MANAGER & ROOM COORDINATOR
Cervo Hotel, Costa Smeralda Resort
Porto Cervo
06.2015 - 10.2019
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Guided management and supervisory staff to promote smooth operations.
- Trained employees on duties, policies and procedures.
- Implementation and quality check of Sheraton standards.
- Organization and coordination of events and banquets, including creation of BOE and payments.
- External provider relations
- Quality check, development and follow-up of special projects, including restaurants pop-ups.
- Social media and GSS review management.
Restaurant Hostess
Benares restaurant
Londres
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Managed reservations, waitlists, and special requests for large parties.
- Upsold appetizers, drinks, desserts. when appropriate.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Assisted staff by serving food and beverages or bussing tables.
- Checked restrooms to refill products and perform light cleaning duties, emptying trash and restocking paper products.
- Informed kitchen staff of any special orders or dietary restrictions.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Resolved customer complaints in a professional manner while maintaining a positive attitude towards guests.
Education
MASTER IN LUXURY AND VIP MANAGEMENT - Tourism
HTL, School of Business
Barcelona06.2019
BBA - LENGUAGES
UNIVERSITY OF SASSARI
ITALY04.2017
Skills
- Guest Account Management
- Team Member Development
- Account Inquiries
- Timely Complaint Resolution
- POS Systems
- Staff Training
- Problem-Solving Skills
- Fluent in English, Spanish and Italian Basic knowledge of French and Russian
- Computer Skills
- Event Coordination
- Phone and Email Etiquette
- Teamwork and Collaboration
- Hospitality and Service Knowledge
- Customer Service Management
Languages
Italian
First Language
Spanish
Proficient (C2)
C2
English
Advanced (C1)
C1
Certification
- Enrolled in a online course in Restaurant Administration Management
- Completed Online course in Sensorial Wine Analysis
Timeline
Head Hostess
Santo Mauro, a luxury collection hotel
12.2021 - 02.2023
F&B Assistant/Guest Experience Manager
Santo Mauro, a luxury collection hotel
03.2021 - Current
Restaurant Hostess
Saddle, 1 Michelin restaurant
01.2020 - 12.2021
P.A TO GENERAL MANAGER & ROOM COORDINATOR
Cervo Hotel, Costa Smeralda Resort
06.2015 - 10.2019
Restaurant Hostess
Benares restaurant
MASTER IN LUXURY AND VIP MANAGEMENT - Tourism
HTL, School of Business
BBA - LENGUAGES
UNIVERSITY OF SASSARI
- Enrolled in a online course in Restaurant Administration Management
- Completed Online course in Sensorial Wine Analysis
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