Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Timeline
Hi, I’m

CHERYL VANDITELLI

Niagara,ON
CHERYL VANDITELLI

Summary

Dynamic Manager ready to elevate the guest experience Dynamic Supervisor and Trainer with extensive list of successes elevating operations across diverse food service organizations. Skilled in building and retaining talented teams by establishing collaborative work environments. Dedicated to maintaining impeccable service areas with focus on optimizing individual experiences and brand loyalty.

Overview

26
years of professional experience
1
Certification

Work History

Great Wolf Lodge

FOH Restaurant Supervisor
08.2023 - 03.2024

Job overview

  • Supervise daily front of house operations, including managing staff schedules, training new employees, and ensuring adherence to company policies and procedures
  • Analyzed scheduling and made suggestions on how to cut and control labour dollars without compromising service
  • Fostered a positive work environment by providing constructive feedback, resolving conflicts, and recognizing team members' achievements
  • Implemented strategies to enhance customer satisfaction, and improve compliance resulting in a enhanced guest experience
  • Collaborated with the management team to develop and implement cost-saving initiatives without compromising service quality.
  • Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
  • Improved customer satisfaction by ensuring consistent quality of food and service.
  • Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
  • Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
  • Hired, trained and mentored staff to meet and exceed high quality standards.
  • Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
  • Monitored health and safety standards to maintain a clean, safe working environment.
  • Enhanced team performance with regular evaluations and constructive feedback.
  • Provided ongoing coaching for employees, nurturing professional growth opportunities within the organization.
  • Boosted customer satisfaction and service delivery to strengthen customer loyalty.
  • Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
  • Identified and addressed customer complaints to promote satisfaction and loyalty.
  • Increased repeat business through excellent customer service, maintaining strong relationships with patrons.
  • Streamlined operations for increased efficiency by implementing staff training programs.
  • Developed and implemented standard operating procedures to maintain smooth operations.
  • Managed inventory control, reducing waste and optimizing resources allocation.
  • Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
  • Assisted in recruitment processes, selecting well-qualified candidates that contributed positively to the team dynamic.
  • Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.
  • Conducted regular facility maintenance checks to ensure all equipment functioned at peak capacity without disruption.
  • Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
  • Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
  • Maintained accurate records of sales, labor and other costs.
  • Conducted weekly and monthly staff meetings to review performance and discuss upcoming events.
  • Collaborated with kitchen staff to develop new menu items that boosted sales revenue.
  • Maintained compliance with state and local regulations pertaining to food safety and sanitation practices.
  • Reduced employee turnover by fostering a positive work culture and addressing staff concerns promptly.
  • Implemented cost-saving measures through effective budget management and negotiation with suppliers.
  • Monitored adherence to corporate policies, procedures and standards as well as industry health and safety regulations.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Scheduled and rotated staff for adequate coverage and fair distribution of workload.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.

Queen Bean Cafe

Owner/Operator
06.2019 - 07.2023

Job overview

  • Hosted special events to boost brand awareness and increase community engagement
  • Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development
  • Managed daily operations and processes for reservations, budgeting and forecasting
  • Coordinated vendors, timelines and budgets for events
  • Oversaw event logistics, venue scheduling and accommodations
  • Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies
  • Determined pricing for products or services based on costs and competition
  • Interviewed, trained and supervised employees
  • Promoted business on social media platforms to maximize brand identity and generate revenue
  • Supervised performance of workers with goals of improving productivity, efficiency and cost savings
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations
  • Resolved and investigated complaints regarding service, food quality and accommodations
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees
  • Prepared employee schedules to maintain appropriate staffing levels during peak periods.
  • Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
  • Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
  • Developed business plan, processes and procedures to provide superior Product or Service to customers.
  • Kept all building areas and equipment functional and well-organized to promote business performance.
  • Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
  • Negotiated contracts with vendors to secure favorable terms for the business.
  • Trained and motivated employees to perform daily business functions.
  • Assessed income and expenses and adapted plans to improve profit levels.
  • Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
  • Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
  • Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
  • Fostered strong professional network and partnership building skills to connect with quality leads.
  • Contributed positively to the local community through involvement in various events or charitable organizations.
  • Developed long-term strategic goals for the business based on market trends analysis.
  • Collaborated with industry partners to expand networking opportunities, fostering mutually beneficial relationships that drove growth for all parties involved.
  • Improved safety standards by regularly reviewing protocols and implementing necessary updates.

Scotiabank

Senior Manager, Sales Effectiveness
01.2009 - 06.2019

Job overview

  • Acted as the customer experience lead and subject matter expert for all business line initiatives
  • Built and sustained strong and effective relationships with Canada's top mortgage brokers
  • Acted as a liaison between departments, working with all levels of employees, with the objective of increasing efficiency, driving change management initiatives, and providing direction, guidance and on-going sales support
  • Coached and developed team members in all areas related to performance and service delivery, with a strong emphasis on advocating for customers
  • Led change management activities for complex, cross-cultural/functional initiatives, while placing special emphasis on adoption speed and usage
  • Championed the development of national initiatives conducive to channel alignment, change management strategies and increased cross sell
  • Responsible for full ownership of minimizing stakeholder resistance
  • Made decisions regarding customer complaints originating from the Office of The President and Ombudsman
  • Assessed relevant data and performance bench marks to develop new programs, strategies and actionable plans designed to support the business line
  • Offered actionable feedback in response to policy changes, process changes and proposals being brought forward by branches, while recommending customer-driven solutions for immediate implementation, nationally.
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Implemented and developed operational standards, policies and procedures.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Increased customer satisfaction with timely project deliveries and seamless communication.
  • Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
  • Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
  • Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
  • Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
  • Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Scotiabank

National Manager, Workforce Development
01.2006 - 01.2009

Job overview

  • Charged with spearheading and providing management oversight to the strategic direction of the business line and workforce development, including: national training strategy, employee onboarding programs, certification programs, compliance programs, and fraud prevention programs
  • Collaborated with key stakeholders, business units, internal/external resources and strategic partners to deliver support to the Director of Alternate Channel Underwriting in all daily operations
  • Led by example as an active change agent by leveraging influencing skills to develop and implement a comprehensive coaching model, designed specifically for developing talent
  • Authored all job descriptions and Performance Achievement Reports, key performance indicators, and expected deliverables
  • Sought after strategic partnerships for employee development
  • Analyzed and strategized employee surveys, making recommendations to increase employee satisfaction
  • Devised and introduced a developmental and mentoring program to enable employee advancement.

Scotiabank

Employee Relations Manager
05.2005 - 12.2005

Job overview

  • Served as a subject matter expert on bank technology, and acted as an employee advocate
  • Assisted with employment disputes and negotiations to mitigate reputational risk and losses to the institution
  • Managed complexities of varying degrees in the workplace, encouraging staff to follow the guidelines of business conduct
  • Worked in conjunction with other business units within shared services, corporate HR and the bank to appropriately resolve issues and remove barriers to fair, equitable and effective resolution of matters pertaining to employee relations
  • Provided analytical and relevant recommendations to the employee law group to minimize reputational risk
  • Investigated, evaluated and interviewed employees, providing an executive summary with recommendations on the appropriate course of action for the vice president of the business line.

Scotiabank

Manager Customer Service
05.2003 - 05.2005

Job overview

  • Led and developed a team of eighteen direct reports within a fast-paced sales and service atmosphere
  • Cultivated and strengthened the relationship between the sales and service teams, including being accountable for employee and customer satisfaction surveys, compliance audits and cash and custody.

Scotiabank

Assistant Manager
04.1998 - 05.2003

Job overview

  • Charged with championing organizational and cultural change by delivering a wide range of training initiatives to drive the bank's growth strategy
  • Played a strategic role in delivery, execution and sustainment of training programs
  • Influenced all levels of bank employees by demonstrating the benefit of potential workplace changes.

Education

Institute of Canadian Bankers

Associates Degree
05.2005

Mimico High School

High School Diploma
06.1982

Skills

  • Customer service and relations
  • Strategic project planning
  • Key partnership cultivation
  • Program creation and implementation
  • Special events planning and fundraising
  • Sales and marketing strategy
  • Business development
  • Issue and conflict resolution
  • Communication
  • Organization
  • Staff training and development
  • Skilled multi-tasker
  • Conflict mediation
  • Problem-solving abilities
  • Change Management
  • Sales Support
  • Process Improvement
  • Strategic Planning
  • Budgeting
  • Schedule Management
  • Restaurant Management
  • Conflict Management
  • Management
  • Customer Service
  • Team Coordination
  • Hospitality
  • Staff Training
  • Guest Relations

Certification

  • Smart Serve
  • Food Handler Certification

Personal Information

  • Total Experience: 35
  • Highest Education Level: AEC / DEP or Skilled Trade Certificate

Languages

English
Native or Bilingual

Timeline

FOH Restaurant Supervisor

Great Wolf Lodge
08.2023 - 03.2024

Owner/Operator

Queen Bean Cafe
06.2019 - 07.2023

Senior Manager, Sales Effectiveness

Scotiabank
01.2009 - 06.2019

National Manager, Workforce Development

Scotiabank
01.2006 - 01.2009

Employee Relations Manager

Scotiabank
05.2005 - 12.2005

Manager Customer Service

Scotiabank
05.2003 - 05.2005

Assistant Manager

Scotiabank
04.1998 - 05.2003

Institute of Canadian Bankers

Associates Degree

Mimico High School

High School Diploma

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CHERYL VANDITELLI