Heather Smith
Pensacola,FL
Summary
Dedicated Service Manager with strong communication and leadership skills. Proven ability to improve guest satisfaction and streamline operations. Ready to leverage expertise in staff training and service delivery to enhance overall dining experiences. With more than two decades at Texas Roadhouse and a deep commitment to this team and community, I’ve built my career around developing people, driving outstanding service, and leading through change. As a stable, family-oriented professional and tenured leader, I am enthusiastic about the Service Coach opportunity to further invest in our people and culture — and continue building my career with a company I’ve proudly called home for 25 years.
Overview
25
25
years of professional experience
Work History
Service Manager
Texas Roadhouse
Pensacola, FL
01.2024 - Current
- Managed daily restaurant operations, including staff scheduling and budget oversight.
- Established customer service standards and coordinated training to elevate service quality.
- Led service staff to ensure high customer satisfaction and adherence to policies.
- Resolved guest relations issues promptly to enhance overall dining experiences.
- Created standard operating procedures for service functions to enhance efficiency.
- Developed promotional strategies that increased guest engagement and retention rates.
- Oversaw inventory management and supply ordering processes to maintain optimal stock levels.
- Implemented health and safety standards for food handling and cleanliness compliance.
Administrator and Key Manager
Texas Roadhouse
Pensacola, FL
03.2023 - 01.2024
- Coordinated daily administrative tasks to ensure smooth restaurant operations.
- Oversaw payroll, credit card purchases, and invoicing processes to ensure accuracy and compliance.
- Handled employee payroll processing accurately and efficiently.
- Maintained accurate records of employee attendance and payroll information.
- Updated databases with new employee information, job changes and terminations.
- Reviewed reports of cash receipts and expenses, reconciling discrepancies.
- Performed basic bookkeeping tasks such as reconciling accounts receivable and payable.
- Managed store operations during senior managers' absence.
- Helped senior management achieve goals by monitoring and motivating the staff.
- Provided leadership, guidance, and training to key staff members.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided coaching to staff on strategies to improve performance and enhance guest relations.
- Answered incoming calls and responded to customer inquiries.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Ensured that all paperwork was completed accurately before submission deadlines.
Server and Bartender
Texas Roadhouse
Pensacola, FL
07.2022 - 01.2024
- Delivered exceptional customer service to elevate guest dining experiences.
- Resolved guest complaints promptly to enhance overall satisfaction.
- Monitored guests' alcohol consumption to prevent over-intoxication and ensure compliance.
- Collaborated with hosts, bussers, and kitchen staff for seamless service delivery.
- Trained new servers and bartenders on restaurant protocols and menu items to uphold service standards.
- Ensured timely order delivery through effective collaboration with kitchen staff.
- Maintained cleanliness of dining areas and service stations throughout shifts.
- Operated POS terminals for accurate order input, bill splitting, and payment processing.
Server and Bartender
Texas Roadhouse
Colorado Springs, Colorado
05.2012 - 07.2022
Server and Bartender
Texas Roadhouse
Gilbert, Arizona
05.2008 - 05.2012
Server and Bartender
Texas Roadhouse
Colorado Springs, Colorado
04.2002 - 05.2008
Host
Texas Roadhouse
Colorado Springs, Colorado
06.2001 - 04.2002
- Greeted guests warmly upon arrival to establish a welcoming atmosphere.
- Managed waitlists during peak hours to optimize table turnover.
- Coordinated seating arrangements to facilitate efficient service flow.
- Assisted servers by escorting guests to their tables for efficient seating.
- Provided accurate information about menu items and daily specials to guests.
- Addressed guest inquiries and resolved concerns promptly to ensure satisfaction.
- Maintained cleanliness of front area to uphold Texas Roadhouse standards.
Education
Bachelor of Arts - Communications And Business
University of Colorado At Colorado Springs
Colorado Springs, CO05-2023
Associate of Arts - Communications
Pikes Peak Community College
Colorado Springs, CO05-2020
Skills
- Operations management
- Customer service
- Inventory control
- Health and safety compliance
- Vendor management
- Forecasting
- Shift scheduling
- Service scheduling
- Operational efficiency
- Staff training
- New employee hiring
- Staff supervision
- Team leadership
- Staff motivation
- Task delegation
- Leadership development
- Conflict resolution
- Effective communication
- Interpersonal relationships
- Team collaboration
- Problem-solving
- Analytical thinking
- Time management
- Coaching
- Employee relations
Timeline
Service Manager
Texas Roadhouse
01.2024 - Current
Administrator and Key Manager
Texas Roadhouse
03.2023 - 01.2024
Server and Bartender
Texas Roadhouse
07.2022 - 01.2024
Server and Bartender
Texas Roadhouse
05.2012 - 07.2022
Server and Bartender
Texas Roadhouse
05.2008 - 05.2012
Server and Bartender
Texas Roadhouse
04.2002 - 05.2008
Host
Texas Roadhouse
06.2001 - 04.2002
Bachelor of Arts - Communications And Business
University of Colorado At Colorado Springs
Associate of Arts - Communications
Pikes Peak Community College