Cristal Marsilio
Charlotte,NC
Summary
Experienced operations leader with over five years of progressive management experience in recruiting, onboarding, employee coaching, performance management, and team development within a high-volume environment. Recognized for building engaged teams, fostering a positive workplace culture, and partnering with leadership to improve employee performance and retention. Passionate about developing people, strengthening workplace culture and supporting employees throughout the employment cycle.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Senior Manager
P.F. Chang's Bistro
10.2023 - Current
- Led recruitment efforts by interviewing, selecting, and onboarding employees for a workforce of more than 60 team members.
- Managed employee relations by addressing workplace concerns, mediating conflicts, and promoting a respectful, high-performing culture.
- Conducted performance evaluations and delivered coaching, corrective action, and career development plans.
- Partnered with leadership to improve employee retention through engagement, recognition, and development initiatives.
- Ensured compliance with company policies, labor standards, and workplace procedures.
- Facilitated training programs for new hires and existing employees, improving consistency in service and operational execution.
- Maintained employee documentation and communicated organizational changes effectively.
- Collaborated with cross-functional leaders to support staffing needs and workforce planning.
Hospitality Manager
P.F. Chang's Bistro
09.2022 - 10.2023
- Recruited, interviewed, hired, and onboarded new employees to support staffing needs.
- Designed and delivered onboarding and training programs that accelerated employee readiness.
- Partnered with senior leadership to rebuild workplace culture following organizational challenges.
- Coordinated scheduling while balancing staffing requirements and labor objectives.
- Mentored employees through coaching and ongoing performance feedback.
- Resolved employee and guest concerns using effective communication and conflict resolution skills.
- Supported succession planning by identifying and developing future leaders.
Hospitality Lead
P.F. Chang's Bistro
10.2021 - 08.2022
- Trained and mentored team members on customer service standards and operational procedures, fostering a knowledgeable team.
- Resolved client issues promptly, maintaining professionalism and ensuring client retention.
- Supervised daily operations, improving operational quality and increasing client satisfaction.
Server
P.F. Chang's Bistro
06.2021 - 07.2022
- Provided attentive customer service in fast-paced dining environment, ensuring guest satisfaction and repeat business.
Hostess
P.F. Chang's Bistro
04.2021 - 06.2021
- Welcomed guests and managed seating arrangements to optimize dining flow.
Education
Some College (No Degree) -
University of North Carolina at Charlotte
Charlotte, NCSkills
- Talent Acquisition & Recruiting
- Onboarding & Orientation
- Employee Relations
- Performance Management
- Coaching & Development
- Conflict Resolution
- HR Compliance & Policy Administration
- Interviewing & Hiring
- Training Facilitation
- Cross-Functional Collaboration
- Bilingual (English/Spanish)
Accomplishments
- Rebuilt staffing following COVID by leading hiring, onboarding, and employee development initiatives.
- Improved employee retention through structured coaching, accountability, and consistent leadership.
- Helped cultivate a positive workplace culture by partnering with leadership on employee engagement initiatives.
- Developed future leaders through ongoing mentoring and performance coaching.
- Reduced employee turnover through coaching, engagement, and leadership initiatives.
Certification
- ServSafe certified
Competencies
- Labor optimization
- Problem-solving
- Time management
- Workforce planning & scheduling
- Coaching & mentoring
Languages
Spanish
English
Technical Skills
- Workday (HRIS)
- Microsoft Office Suite
- Google Workspace
- Scheduling & Workforce Management Systems
Timeline
Senior Manager
P.F. Chang's Bistro
10.2023 - Current
Hospitality Manager
P.F. Chang's Bistro
09.2022 - 10.2023
Hospitality Lead
P.F. Chang's Bistro
10.2021 - 08.2022
Server
P.F. Chang's Bistro
06.2021 - 07.2022
Hostess
P.F. Chang's Bistro
04.2021 - 06.2021
Some College (No Degree) -
University of North Carolina at Charlotte