Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Crystal Newland

Crystal Newland

Kelowna,BC

Summary

Dynamic Hospitality Manager with a proven track record at Prospera Place Arena and beyond, excelling in customer service, staff and inventory management. Spearheaded large successful events that boosted sales and community engagement while fostering a collaborative team environment. Recognized for meticulous attention to detail, organization, positive attitude and resolving customer concerns, ensuring exceptional guest experiences. I am looking to take all of my combined experiences and embark on a new chapter of my career.


Overview

26
26
years of professional experience
1
1
Certification

Work History

Food & Beverage Manager

Prospera Place Arena - GSL
11.2023 - Current
  • Organized successful special events and catering that contributed to increased sales & community engagement.
  • Maintained highest standards for beverage quality and service while managing a large team throughout multiple departments.
  • Involved in the hiring process for new employees, selecting top talent to join our team & developed staff training programs.
  • Ordered and managed inventory effectively, reducing waste and optimizing stock levels.
  • Resolved customer concerns promptly and professionally, ensuring repeat business and positive word-of-mouth referrals.
  • Developed and maintained strong relationships with suppliers, ensuring consistent product quality while controlling costs.
  • Designed menus & signage for the Restaurant and Luxury Suites.
  • Oversaw daily operations, ensuring compliance with health and safety regulations, and maintaining a clean and welcoming environment.

Front Desk Agent

Coast Capri Hotel - GSL
03.2022 - 11.2023
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.

Front of House Manager

Kelowna Actors Studio
04.2017 - 09.2020
  • Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for our dinner theatre guests.
  • Resolved guests complaints while maintaining positive customer environment.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
  • Coordinated special events, including private parties and corporate functions, tailoring menus and décor to meet client needs while maximizing profits.

Lead Bartender

Coast Coal Harbour Hotel
03.2010 - 06.2016
  • Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
  • Trained new bartenders on company policies, drink recipes, and customer service best practices to maintain consistent performance across the team.
  • Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Maintained a clean and well-organized bar area, ensuring compliance with sanitation standards and enhancing guest experience.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.

Front of House Manager

Central Bistro
07.2005 - 02.2010
  • Resolved guests complaints while maintaining positive customer environment.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.

Assistant GM, Office Manager, Bartender & Server

Earls Kitchen + Bar
08.1999 - 03.2005
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Handled and reconciled sales and cash accurately, prepared and dropped daily deposits.
  • Addressed employee inquiries regarding pay issues promptly, fostering positive relationships between management and staff members.
  • Coordinated new hire and termination processes to facilitate smooth operations.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Resolved guests complaints while maintaining positive customer environment.
  • Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.

Education

General Studies

Capilano University
North Vancouver, BC

Skills

  • Customer service
  • Computer skills
  • Office administration
  • Time management
  • Scheduling
  • Microsoft Office
  • Dedicated team player
  • Meticulous attention to detail
  • Organization
  • Food and beverage operations
  • Front of house management
  • Inventory management
  • Payroll Processing

Payroll processing

Languages

English
Native or Bilingual
French
Limited Working
Spanish
Elementary

Certification

  • Serving it Right, BC, Canada
  • WHMIS

Timeline

Food & Beverage Manager

Prospera Place Arena - GSL
11.2023 - Current

Front Desk Agent

Coast Capri Hotel - GSL
03.2022 - 11.2023

Front of House Manager

Kelowna Actors Studio
04.2017 - 09.2020

Lead Bartender

Coast Coal Harbour Hotel
03.2010 - 06.2016

Front of House Manager

Central Bistro
07.2005 - 02.2010

Assistant GM, Office Manager, Bartender & Server

Earls Kitchen + Bar
08.1999 - 03.2005

General Studies

Capilano University

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Crystal Newland