Malia Whitfield
Vancouver,Canada
Summary
The integration of my passion for service, and my employment experience, has given me the ability to deliver exceptional customer service. I have over 10 years of experience in the industry, at many different levels of service. Passionate and professional in all environments, I easily adapt to change and perform well under pressure.
Overview
7
7
years of professional experience
Work History
Server
Parker Rooftop
Vancouver, Canada
06.2023 - Current
- Oversee training for employees, fostering a team-oriented and productive work environment.
- Address and resolve daily operational issues to ensure smooth business operations.
- Maintain excellent rapport with regular and VIP clientele.
- Mise en place, proper wine service, and steps of service.
- Attention to detail and anticipating guests' needs to deliver a quality fine dining experience.
- Attended extensive wine, champagne, and caviar training programs for knowledge and proper procedures.
- Use and understanding of the Seven Rooms reservation system.
- Followed health safety guidelines when preparing and serving food products.
Front of House Manager/ Booking Manager
Gastronomy Gastown
Vancouver, Canada
01.2022 - 12.2024
- Oversaw day-to-day restaurant operations.
- Responsible for training the front-of-house staff; completed thorough opening, closing, and shift-change functions to maintain operational standards each day.
- Developed and implemented Banquet Event Orders (BEOs) for large groups.
- Maintained direct contact with Vancouver Foodie Tours, as well as invoicing, billing, reserving space, and relaying information to the chef about numbers and dietary restrictions.
- Managed event workload distribution and scheduling of events and staffing, curating, and running multiple large functions.
- Delivering drop lines to romanticize dishes, as well as providing perfect mise en place for guests between coursing.
- Programming features, new menu items, and beverages using TouchBistro, Inc.
- Advanced knowledge and use of the Tock restaurant reservation system.
- Delivered high level of quality service to each patron, resulting in consistent, positive feedback from guests.
- Handled customer complaints and feedback, ensuring issues were resolved promptly.
Floor Lead/Server
Six Acres in the Heart of Gastown
Vancouver, Canada
09.2021 - 06.2023
- Utilized the Revel Systems POS for cash outs, taking orders, and programming new menu items.
- Responsible for maintaining guest satisfaction in a fast-paced work environment.
- Coordinated staff sections, as well as large parties.
- Assisted with the quality and presentation of food and beverages to customers.
- Shared product knowledge with customers while making personal recommendations.
Server/ Bartender
Red Card Sports Bar + Eatery
Vancouver, Canada
10.2022 - 01.2023
- Ability to thrive in a fast-paced environment.
- Responsible for the front of house operations, individually covering all positions.
- Bartending in a fast-paced environment, while also waiting on tables.
- Knowledge of DAZN and Fubo cable systems for streaming multiple sports games at the same time.
- Maintained excellent rapport with regulars, as well as new guests.
- Performing cash outs and end-of-day reporting using TouchBistro Inc., POS system.
Banquet Supervisor
Valhalla Inn
Thunder Bay, Canada
09.2018 - 09.2021
- Managed and directed staff to ensure that all operational needs were met, to provide an excellent experience for our clients and guests.
- Assisted with hiring and interviewing banquet staff.
- Coordinated and scheduled shifts for approximately fifty (50) employees, according to the needs of each particular event.
- Responsible for ensuring banquet rooms were set up according to the BEO by providing detailed and accurate diagrams for employees to follow while setting up.
- Utilized MS Excel, Payroll Guardian, and ADP Payroll software to complete daily tasks and bi-weekly labor and revenue reporting to the Head Office.
- Prepare and update invoices to reflect accurate details of banquet event items (such as last-minute host bar additions, audio-visual equipment, and additional food and beverages) in both Delphi and Reserve systems.
- Meeting with guests and ensuring their satisfaction by providing excellent customer service.
- Responsible for ensuring that cash reconciliation agrees with sales and product usage.
- Responsible for the set-up of the bar in accordance with the client’s BEO.
- This entailed ensuring that adequate inventory was in stock prior to the event being set up.
- Responsible for ensuring audio-visual requirements were set up and working prior to the client's arrival.
- Knowledge of Health and Safety Procedures.
Bartender
Prospector Steak House
Thunder Bay, Canada
09.2019 - 03.2020
- Responsible for the set-up and take-down of the bar, ensuring full stock and cleanliness at all times.
- Point of Sale (POS) system experience.
- Greeting and ensuring guests were satisfied and settled in the bar area while they waited to be seated in the dining room.
- Ensured the transfer of bar tabs to the correct tables.
- Responsible for preparing beverages for guests in the waiting area and all guests in the dining room
- Responsible for taking payments and cashing out the main till.
- Taking drink and food orders, as well as packaging takeout orders.
- Smart Serve Ontario.
- Laid off due to COVID-19.
Education
Ontario Secondary School Diploma - French Immersion
Hammarskjold High School
Thunder Bay, ON06-2014
BA General - Part-time Studies
Lakehead University
Thunder Bay, ONSkills
- Operational oversight
- Event management
- Employee scheduling
- Training and coaching
- Point of sale (POS) system operations
- Mise en place
- Wine pairing
- Attention to detail
- Problem solving
- Professionalism
Additional Information
Fully Licensed Driver, Smart Serve and Serving it Right Qualified, Fully Vaccinated, Previous experience in Micros, Squirrel, Square, TouchBistro and more POS systems
References
Available upon request
Timeline
Server
Parker Rooftop
06.2023 - Current
Server/ Bartender
Red Card Sports Bar + Eatery
10.2022 - 01.2023
Front of House Manager/ Booking Manager
Gastronomy Gastown
01.2022 - 12.2024
Floor Lead/Server
Six Acres in the Heart of Gastown
09.2021 - 06.2023
Bartender
Prospector Steak House
09.2019 - 03.2020
Banquet Supervisor
Valhalla Inn
09.2018 - 09.2021
Ontario Secondary School Diploma - French Immersion
Hammarskjold High School
BA General - Part-time Studies
Lakehead University