Summary
Overview
Work History
Education
Skills
Previous Experience
Affiliations
References
Timeline
Generic

Katie Calnen

Cambridge,On

Summary

Strategic leader in management with a proven ability to enhance productivity and streamline operations. Expertise in operational strategy, team leadership, and conflict resolution. Strong communication and adaptability skills facilitate effective problem-solving and achievement of organizational goals. Committed to building cohesive teams that promote a Culture of Care and deliver exceptional hospitality.

Overview

15
15
years of professional experience

Work History

Food Services Manager of Operations Area C

University of Waterloo
08.2024 - Current
  • ~Implementation of S.O.P’s for Catering and Event services
  • ~Budgeting for Resident and Catering Food services
  • ~Job mapping and restructuring staff placement to reflect strengths and knowledge
  • ~Created Strategic plan for Summer Accommodations, Sales and Catering and event management
  • ~Created Rubric to measure KPI’s eg. Client satisfaction, return on investment for large purchases, staff engagement, communication between departments and sales per working hour.
  • ~Created partnerships on Campus with departments that had not previously partnered with Food Services
  • Collaborated with senior management on developing a long-term vision for the services department.
  • Conducted regular meetings with staff to review customer feedback and discuss strategies for improving service levels.
  • Analyzed performance metrics to identify trends and recommend process improvements.
  • Established effective working relationships with customers to promote satisfaction and loyalty.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Motivated and supported employees to maintain low turnover.

Food and Beverage Manager

Langdon Hall Country House Hotel and Spa
Cambridge, ON
11.2015 - 07.2024
  • ~Implementation of new department wide systems including software
  • ~Financial strategic planning
  • ~Part of the development team for the following season’s landscape of service areas
  • ~Budgeting with in the F&B department
  • ~Developing new concepts through design and set up of guest facing areas
  • ~Taking over the role of Director when the Director is not on property
  • Maintained excellent communication between front-of-house staff and back-of-house staff in order to provide efficient service throughout the entire dining experience.
  • Supervised and managed the daily operations of the food and beverage department, including staff scheduling, inventory control, cost management, menu planning and customer service.
  • Resolved customer complaints regarding meal quality or service issues in a timely manner while ensuring satisfaction is achieved.
  • Maintained accurate records of daily transactions using point-of-sale systems.
  • Organized special events such as banquets, receptions, weddings and other social functions to ensure successful execution of services.
  • Conducted weekly meetings with staff members to discuss performance goals and areas needing improvement.
  • Analyzed sales data from POS systems on a weekly basis in order to track progress against budget targets.
  • Resolved conflicts between staff members in a timely manner while maintaining professionalism.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.

Assistant Food and Beverage Manager

Langdon Hall Country House Hotel and Spa
Cambridge, ON
11.2015 - 07.2024
  • Scheduled 25 to 30 front-of-house employees weekly based on business demand.
  • Attended weekly catering meetings to finalize details for upcoming BEOs.
  • Developed systems to enhance service flow and efficiency.
  • Managed staffing levels throughout peak periods and off-seasons.
  • Organized meetings with suppliers to introduce or modify programs, including high tea and terrace glass initiatives.
  • Conducted monthly one-on-one meetings with staff to evaluate progress and identify improvement areas.
  • Established daily job board setup to streamline task assignments.
  • Executed interviewing, hiring, and training processes for new staff.

General Manager

Breadalbane Inn / Scozia
Fergus, ON
09.2013 - 11.2015
  • Scheduled operations for pub and Casual Fine Dining Italian restaurant efficiently.
  • Presented weekly sales projections to owner for strategic decision-making.
  • Addressed guest concerns promptly, both online and in person.
  • Organized weddings and large events on-site and at secondary venue.
  • Implemented hiring and training systems across four locations in Egger Group.
  • Formatted menus for weekly date night specials to enhance customer experience.
  • Created seasonal beer tap lineup, managing twelve taps effectively.
  • Maintained rewards program database for improved customer engagement.

General Manager

Fergus General Store
Fergus, ON
03.2010 - 09.2013
  • Developed inventory system using PLU numbers to track item shelf life efficiently.
  • Conducted buying trips to curate seasonal lines based on market trends and inventory data.
  • Scheduled and managed 22 staff members to ensure optimal store operations.
  • Oversaw inventory purchasing, balancing daily cash flow with precision.
  • Streamlined interviewing and hiring processes to build a competent team.
  • Collaborated in weekly conference calls with head office to align on projections and new item rollouts.

Manager

  • Previous to the above jobs I also held the position of Manager at the following locations
  • The Goofie Newfie
  • The Brew House
  • O’Briens
  • Delaneys
  • The Other Brother’s Fine Dining

Education

Bachelor of Business - Business

Cdi College
Kitchener, ON
08-2001

Skills

  • Customer relationship management
  • Effective communication
  • Conflict resolution
  • Team collaboration
  • Operations management
  • Strategic planning
  • Staff development
  • Leadership development
  • Critical thinking
  • Coaching and mentorship
  • Customer service management

Previous Experience

  • The Goofie Newfie
  • The Brew House
  • O’Briens
  • Delaneys
  • The Other Brother’s Fine Dining

Affiliations

  • Ballroom and Latin Dance teacher 2011-2015
  • Yearly participant in Women in Crisis Charity events
  • Avid reader

References

References available upon request.

Timeline

Food Services Manager of Operations Area C

University of Waterloo
08.2024 - Current

Food and Beverage Manager

Langdon Hall Country House Hotel and Spa
11.2015 - 07.2024

Assistant Food and Beverage Manager

Langdon Hall Country House Hotel and Spa
11.2015 - 07.2024

General Manager

Breadalbane Inn / Scozia
09.2013 - 11.2015

General Manager

Fergus General Store
03.2010 - 09.2013

Manager

Bachelor of Business - Business

Cdi College

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Katie Calnen