Karla Bolivar
San Francisco,CA
Summary
Seasoned hospitality and operations leader with a proven record of strengthening service standards, stabilizing teams, and elevating member experiences across private clubs and multi‑site F&B environments. Known for bringing clarity, structure, and high accountability to complex operations while maintaining a calm, solutions‑driven leadership style. Skilled in guiding large teams, optimizing financial performance, and building cross‑department alignment that supports both daily execution and long‑term growth. Recognized for improving systems, developing people, and creating environments where service, efficiency, and culture all rise together.
Overview
26
26
years of professional experience
Work History
INSIDE SALES SUPPORT SPECIALIST
Tsar Nicoulai Caviar
Concord, CA
02.2022 - Current
- Lead inside and outside sales operations across three entities — Tsar Nicoulai Caviar, Pacific Plaza Imports, and Sterling Caviar Company — ensuring alignment, efficiency, and consistent service standards.
- Manage nationwide retail and wholesale accounts, including Costco, BevMo, Whole Foods, and key e‑commerce partners, strengthening relationships and driving sustained revenue growth.
- Oversee customer service operations across 11+ inboxes, implementing response standards and workflows that ensure timely, accurate, and high‑quality issue resolution.
- Maintain and optimize all company websites, ensuring product accuracy, policy compliance, and a seamless customer experience.
- Build, launch, and manage product lines across Shopify, E‑commerce Foundry, and NetSuite, including system integrations and cross‑department coordination.
- Designed and maintained an internal Pick & Pack system that streamlined bulk order processing and improved fulfillment efficiency.
- Direct logistics operations by generating shipping labels, coordinating shipments, and ensuring accurate, on‑time delivery through ShipStation.
- Serve as primary support for chefs, restaurants, and high‑value accounts, resolving order issues and maintaining strong client relationships.
- Partner with Accounting to manage daily invoicing, reconcile accounts, and ensure financial accuracy across all entities.
- Collaborate with Marketing on product labeling, private label programs, and in‑store retail materials to support brand consistency and sales initiatives.
- Monitor daily sales activity and coordinate closely with Operations to ensure smooth fulfillment, delivery, and shipment execution.
- Re‑engage inactive or low‑volume accounts through targeted outreach, contributing to revenue retention and account recovery.
- Work directly with outside sales representatives to maintain account accuracy, support field initiatives, and strengthen customer engagement.
F&B Director
Blackhawk Country Club
Danville, CA
07.2017 - 02.2022
- Directed high‑volume FOH and BOH operations across a multi‑facility property featuring two 18‑hole golf courses, two clubhouses, 18 tennis courts, and 1,500 members, maintaining exceptional productivity and service standards for a $4M annual F&B operation.
- Developed a comprehensive training manual, delivered staff training, and managed scheduling for a team of 30+, improving consistency, performance, and operational readiness.
- Recruited and onboarded a new Executive Chef to elevate food quality, strengthen kitchen training, reduce member complaints, and increase F&B revenue by 5%.
- Partnered with the chef on menu redevelopment, successfully reducing food costs from 47% to 25% through strategic purchasing, portion control, and vendor optimization.
- Created and launched high‑impact member events — including Cinco de Mayo and Easter celebrations — driving participation of up to 500 members and strengthening club engagement.
- Designed and curated a new wine menu for Wine Maker dinners, enhancing the member dining experience for events of up to 50 attendees.
- Managed a $100K operating budget, strategically allocating resources to maximize productivity while maintaining luxury‑level service standards.
- Implemented cost‑saving initiatives that reduced overhead expenses without compromising quality or member satisfaction.
- Prepared monthly performance reports, analyzing key metrics and identifying opportunities for operational improvement.
- Conducted regular menu reviews to ensure offerings remained aligned with member preferences and seasonal trends.
- Resolved member and staff disputes promptly and professionally, maintaining a positive environment and protecting the club’s service culture.
- Built and maintained strong supplier relationships to secure competitive pricing and ensure consistent product quality.
- Developed detailed operational plans for all F&B functions, including staffing models, budgeting, inventory control, and service standards.
F&B DIRECTOR
Diablo Country Club
Diablo, CA
06.2016 - 07.2017
- Managed daily operations for a private golf, tennis, and swim club with 1,000+ members, overseeing all Food & Beverage operations, kitchen, banquet services, and catering for a $2M annual F&B program.
- Led budgeting and financial forecasting with 92%+ accuracy, ensuring strong cost control and operational efficiency.
- Hired, coached, and mentored a team of 50+ F&B employees, providing training in service standards, phone etiquette, and operational procedures to elevate member experience.
- Collaborated closely with a management team of three to implement best practices, strengthen training programs, and foster a positive, growth‑oriented work environment.
- Trained F&B service staff to confidently provide menu recommendations, answer member questions, and deliver elevated service.
- Resolved member concerns and service issues promptly and professionally, maintaining high satisfaction and protecting the club’s reputation.
- Supported banquet and event operations, ensuring seamless execution of private events, club functions, and member dining experiences.
- Maintained strong vendor and supplier relationships to secure competitive pricing and ensure consistent product quality.
- Assisted with menu reviews and updates to ensure offerings aligned with member preferences and seasonal trends.
- Oversaw inventory control, purchasing, and cost‑management processes to support financial goals and operational readiness.
DISTRICT MANAGER
Tri-National Corporation
Oakland, CA
06.2010 - 07.2016
- Managed multi‑location operations across Oakland Airport, Union Square San Francisco, and UCSF, ensuring consistent service standards, staffing coverage, and operational efficiency across all sites.
- Trained and developed a team of 70+ employees on product knowledge for Jamba Juice, See’s Candies, and Auntie Anne’s, improving service quality and sales performance.
- Designed and implemented new sales techniques and a product recertification program, resulting in a 5% increase in customer satisfaction and stronger brand consistency.
- Created a streamlined inventory management system for 50+ SKUs, reducing over‑purchasing, improving stock accuracy, and increasing overall sales.
- Supported daily operations, merchandising, and promotional execution to maintain high‑volume, fast‑paced retail environments.
- Collaborated with cross‑functional teams to ensure product availability, accurate forecasting, and smooth coordination between locations.
F&B CONTROLLER ASSISTANT
Morton's Steakhouse
San Francisco, CA
01.2000 - 06.2010
- Supported daily financial operations by assisting with bank deposits and consolidating sales for an $8M annual revenue operation, ensuring accuracy and accountability.
- Collaborated with cross‑functional teams to develop menus, lead staff training sessions, and manage PM dining room operations to maintain high service standards.
- Implemented and monitored food‑safety and health‑regulation compliance protocols across all locations, ensuring consistent adherence and passing all inspections.
- Coordinated with culinary teams to optimize inventory levels based on projected sales trends, reducing waste and maximizing profitability.
- Oversaw vendor contracts and negotiated pricing terms to improve cost efficiency while maintaining product quality and reliability.
- Facilitated monthly financial review meetings with department heads, presenting performance insights and recommending actionable improvements to strengthen operational results.
Education
Associate in Arts (A.A.) - Arts
Laney College
Oakland, CASkills
- Operational Leadership
- Multi‑site Operations
- Operations Management
- Labor Management
- Scheduling & Staffing
- Recruitment & Hiring
- Cost Control & Budget Oversight Food & Beverage Expertise
- Menu Development & Pricing
- Inventory Management
- Vendor Sourcing & Negotiation
- Ordering & Supply Management
- Food Safety & Compliance Training & Team Development
- Staff Training & Coaching
- Performance Development
- Cross‑Functional Collaboration
- Conflict Resolution Strategic & Analytical Skills
- Strategic Planning
- Marketing Strategy
- Critical Thinking
- Process Improvement Professional Strengths
- Adaptability & Flexibility
- Teamwork & Collaboration
- High‑Volume Service Management
Websites
Affiliations
- Club Member Association (CMAA), MemberCertified F&B Accounting, 01/01/02
- Certified Leadership Program, 01/01/16
LANGUAGES
English - Native
Spanish - Advanced
Italian - Beginner
Interests
- Food Photography
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms
- Cake Decorating
Timeline
INSIDE SALES SUPPORT SPECIALIST
Tsar Nicoulai Caviar
02.2022 - Current
F&B Director
Blackhawk Country Club
07.2017 - 02.2022
F&B DIRECTOR
Diablo Country Club
06.2016 - 07.2017
DISTRICT MANAGER
Tri-National Corporation
06.2010 - 07.2016
F&B CONTROLLER ASSISTANT
Morton's Steakhouse
01.2000 - 06.2010
Associate in Arts (A.A.) - Arts
Laney College