Michele J. Pugh
Corinth,Texas
Summary
Seasoned Service Manager with a proven track record at Texas Roadhouse, adept in leadership & team management and customer service excellence. Spearheaded initiatives that consistently scored 95-100% on DNV Audits, showcasing exceptional operational efficiency and staff training prowess. Cultivated enduring client relationships, retaining 80% of clientele for over five years, demonstrating unparalleled dedication to hospitality and culture development.
Overview
30
30
years of professional experience
Work History
Service Manager
Texas Roadhouse
2024.02 - Current
- Lead and manage a team of servers and assistants to consistently deliver top-tier guest experiences
- Establish and uphold high service standards, providing training and mentorship to staff
- Oversee daily operations, including cash counts, deposits, and inventory management
- Drive revenue growth through strategic upselling of meal add-ons and specialty drinks
Manager, Patient Services
Sodexo (St. Elizabeth’s Hospital & MVHS Wynn Hospital)
2021.03 - 2024.02
- Directed kitchen operations, ensuring high-quality food delivery for a 350+ bed facility
- Managed a diverse team to exceed patient satisfaction targets through effective service recovery
- Oversaw the Patient Dining Program, coordinating with clinical teams to enhance patient experience
- Conducted regular quality checks for food presentation, tray accuracy, and adherence to safety standards, consistently scoring 95-100% on DNV Audits
Server & Bartender / Bartender Trainer
Texas Roadhouse
2016.10 - 2021.02
- Delivered prompt, friendly service while maintaining high guest satisfaction scores
- Trained new bartenders to uphold brand standards and operational consistency
- Assisted in managing bar inventory and maintaining accurate logs
- Achieved TIPS Certification to ensure compliance with responsible alcohol service standards
Server
Olive Garden
2015.01 - 2016.01
Server & Bartender
Demuro’s Top of the Hill
2012.01 - 2014.01
Business Owner / Personal Trainer
2006.01 - 2011.01
- Served 60-70 clients per week
- Retained 80% of weekly clients for 5 or more years
- Volunteered services at McPike Addiction Treatment Center for inpatient residents
Bar Manager
Knucklehead’s Brewhouse
2002.01 - 2006.01
Restaurant Manager
Joey’s Fine Dining
1998.01 - 2002.01
Bar Manager
Pfohl’s Beachhouse
1995.01 - 2002.01
Education
Skills
- Leadership & Team Management
- Customer Service Excellence
- Operational Efficiency
- Staff Training & Development
- Event Planning & Coordination
- Inventory & Cost Control
- Problem Solving & Decision-Making
- Multi-Tasking & Organizational Skills
- Relationship building
- Staff motivation
- Outgoing and energetic
- Hospitality and accommodation
- Culture development
References
Available upon request
Professional Highlights
- Texas Roadhouse, Decreased employee turnover by 10%
- Texas Roadhouse, Increased annual sales by $5 million
- Texas Roadhouse, Consistently maintained position as top store in the market
- Texas Roadhouse, Consistently maintained highest TCI in the market
- Business Owner/Personal Trainer, Served 60-70 clients per week
- Business Owner/Personal Trainer, Retained 80% of weekly clients for 5 or more years
- Business Owner/Personal Trainer, Volunteered services at McPike Addiction Treatment Center for inpatient residents
Timeline
Service Manager
Texas Roadhouse
2024.02 - Current
Manager, Patient Services
Sodexo (St. Elizabeth’s Hospital & MVHS Wynn Hospital)
2021.03 - 2024.02
Server & Bartender / Bartender Trainer
Texas Roadhouse
2016.10 - 2021.02
Server
Olive Garden
2015.01 - 2016.01
Server & Bartender
Demuro’s Top of the Hill
2012.01 - 2014.01
Business Owner / Personal Trainer
2006.01 - 2011.01
Bar Manager
Knucklehead’s Brewhouse
2002.01 - 2006.01
Restaurant Manager
Joey’s Fine Dining
1998.01 - 2002.01
Bar Manager
Pfohl’s Beachhouse
1995.01 - 2002.01