Elisabetta Florio

Hospitality and multi-site operations professional with experience leading teams, driving customer experience, and improving operational performance across multiple London locations. Expertise in area management, site operations, KPI performance, recruitment, training, and health & safety. Skilled in visiting and supporting sites, diagnosing operational challenges, and implementing improvements to maintain consistent standards.

Operations manager at Cucina Bettina Ltd (2023-02 – Present)

• Managed day-to-day operations across busy customer-facing hospitality locations, ensuring consistently high standards of service and customer experience.
• Welcomed and interacted with customers daily, responding to enquiries and ensuring customers felt valued and well supported.
• Developed strong customer relationships through professional, friendly and attentive service.
• Supported and coached team members, encouraging excellent communication, teamwork and customer care.
• Managed operational issues calmly and efficiently, taking initiative to resolve problems and minimise disruption to customers.
• Maintained high standards of cleanliness, health and safety and operational compliance.
• Coordinated daily staffing and operational priorities in fast-paced environments.
• Used customer feedback to identify opportunities to improve service and customer satisfaction.
• Worked closely with suppliers and external partners, maintaining professional relationships and clear communication.
• Directed safety protocols implementation, created safer workplace conditions.

Venue Operation Manager - Mayfair at Cucina Bettina (2025-01 – 2026-03)

• Managed the day-to-day operation of a premium central London hospitality venue, maintaining service, operational and customer experience standards.
• Led and supported the team, monitored daily performance and acted quickly on operational issues.
• Managed staffing requirements, suppliers and operational priorities while maintaining strong customer relationships.
• Ensured health, safety and food hygiene compliance and supported continuous improvement across service and operational processes.

Duty Manager – Food Hall at Selfridges & Co (2022-11 – 2023-01)

• Provided exceptional customer service in a premium luxury retail setting.
• Welcomed customers and handled enquiries with professional, friendly support.
• Coordinated team members during busy shifts to keep service running smoothly.
• Managed opening and closing procedures, including cash handling and reconciliation.
• Handled unexpected situations and customer concerns with calm professionalism.
• Maintained high health and safety standards, including food hygiene compliance.
• Supported and motivated trained team members to deliver consistent service standards.

General Manager at Vapiano Restaurant UK (2022-08 – 2022-10)

• Supported the daily running of a busy customer-facing hospitality operation.
• Maintained service standards and supported the team during high-volume periods.
• Assisted with recruitment, onboarding and staff training.
• Monitored customer service, sales performance and operational standards.
• Supported customer engagement and initiatives designed to improve the guest experience.
• Helped maintain a positive, professional and welcoming environment.
• Established successful partnerships with other companies for mutual growth.

Retail development area manager at Pasta Evangelists (2020-10 – 2022-07)

• Supported multiple hospitality operations across London, working with teams to maintain consistent service standards.
• Communicated regularly with team members and supported their development and performance.
• Used customer feedback to improve service and customer experience.
• Implemented new procedures through clear and effective communication.
• Recruited and trained staff, encouraging professionalism and strong customer service.
• Monitored operational performance and identified opportunities for improvement.

Assistant Manager– Executive Lounge at Hilton London Bankside (2019-12 – 2020-08)

• Provided highly personalised service to international VIP and diamond members in lounge.
• Welcomed guests warmly and created a relaxed, professional environment.
• Built strong guest relationships and met individual needs sensitively.
• Anticipated guest expectations and delivered high-quality personalised customer care.
• Handled guest enquiries professionally and maintained positive experiences throughout visits.
• Supported daily lounge operations and assisted with team leadership.
• Worked in line with Hilton standards and lounge procedures.

Business Tourism Managment – GBS University (2023-06 – 2027)

Diploma of Higher Education – International Multi Languages Rome (1985-09 – 1992-08)