Cristal Marsilio
Charlotte
Summary
Senior restaurant leader with extensive experience in high-volume, full-service dining, currently a Senior Manager at P.F. Chang's. Proven ability to lead large teams and drive operational and financial performance. Recognized for strong leadership, accountability, and maintaining service excellence under pressure. Prepared to step into an Assistant General Manager role.
Overview
5
5
years of professional experience
Work History
Senior Manager
P.F. Chang's Bistro
Charlotte, NC
04.2021 - Current
- Manage full-service restaurant operations generating $75k in average weekly sales and exceeding $100k+ during peak holiday periods, maintaining operational performance, labor control, and guest experience standards in a fast-paced environment. Manage and develop a team of 60+ employees, including coaching, performance management, and leadership development across all shifts.
- Manage and develop a team of 60+ employees, including coaching, performance management, and leadership development across all shifts.
- Drive operational and financial performance through labor management, cost control, and real-time decision-making.
- Assumed expanded leadership responsibilities in the absence of a General Manager, maintaining operational stability, team accountability, and service standard.
- Maintain high guest satisfaction by resolving escalated issues and ensuring consistent service execution in a fast-paced environment.
- Collaborate cross-functionally with kitchen and service leadership to improve communication, workflow, and overall execution.
- Coach team members on guest engagement and upselling behaviors to support revenue growth and enhance guest experience.
Education
High School Diploma -
Myers Park High School
CharlotteSkills
- Operations & Financial Performance
- Leadership & Team Development
- Guest Experience and Service Execution
- Cross-Functional Collaboration
- Driving Sales Through Team Engagement
Accomplishments
- Led the post-COVID rebuild of a high-volume location, taking ownership of hiring, onboarding, and training to reestablish a stable and high-performing team.
- Transformed restaurant performance by implementing structure, accountability, and consistent operational standards, resulting in a well-functioning and self-sustaining operation.
- Operated as acting General Manager during periods without formal leadership, maintaining performance, team stability and service execution.
- Improved guest satisfaction and social scores through a strong focus on service standards, team development and guest experience.
Languages
Spanish
Native or Bilingual
Timeline
Senior Manager
P.F. Chang's Bistro
04.2021 - Current
High School Diploma -
Myers Park High School