MALLORI JOHNSON
Villa Rica
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
7
7
years of professional experience
Work History
Service Manager
Texas Roadhouse Restaurant
Newnan, GA
01.2026 - Current
- Trained servers and hosts on Texas Roadhouse service standards, guest recovery, and teamwork expectations.
- Coordinated daily floor coverage, seating patterns, and table turn management during peak dining periods.
- Resolved guest concerns promptly, protecting service quality and restaurant reputation.
- Supervised front-of-house operations to maintain consistent service flow and guest satisfaction.
- Monitored POS accuracy, cash handling, and shift end reconciliation for accountability.
- Coached hourly staff on performance, hospitality, and operational consistency.
- Resolved customer complaints in a professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised a team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
KEY MANAGER/BOH TRAINING COORDINATOR
TEXAS ROADHOUSE IN NEWNAN, GA
NEWNAN, GA
03.2025 - 01.2026
- Oversaw training program to ensure alignment with organizational goals
- Performing new employee orientation
- Execute documentation for new hires
- Supported management in developing policies and procedures
- Write schedules for 3 different departments
- Shift oversight of dining room operations
- Opening and Closing duties of dining room operations
- Demonstrated leadership in managing dining room operations.
Business development coordinator
SOUTHWONE MOTORS OF NEWNAN
NEWNAN
06.2023 - 03.2025
- Scheduled appointments and ordered parts efficiently to meet customer needs.
- Collaborated with various departments to deliver quality service to customers.
- Utilized advanced computer systems to facilitate data processing.
- Responded to all customer inquiries thoroughly and professionally with excellent service.
- Managed inbound leads and scheduled appointments to support sales pipeline accuracy.
- Coordinated customer follow-ups through phone, email, and CRM updates.
To-Go Server
Texas Roadhouse Steakhouse
Newnan, GA
09.2021 - 06.2023
- Delivered accurate to-go orders while confirming modifications, special requests, and packaging standards.
- Coordinated with kitchen staff to prioritize tickets and support timely order completion.
- Assisted guests with curbside pickup, carryout questions, and order verification.
- Helped guests navigate services and offerings with curbside pickup, carryout questions, and order verification.
- Packaged meals, beverages, and condiments to protect quality during transport.
Host
TEXAS ROADHOUSE IN NEWNAN, GA
NEWNAN, GA
10.2019 - 09.2021
- Greeted guests and promoted specials to enhance customer experience
- Facilitated skill development for new and existing employees
- Greeted guests promptly, created welcoming first impression, and managed seating flow at host stand.
- Coordinated waitlist and table assignments using reservation systems, balancing front-of-house pacing and guest expectations.
- Communicated accurate wait times, special requests, and seating updates to guests and server team.
Education
HIGH SCHOOL DIPLOMA -
PENNFOSTER HIGH SCHOOL
SCRANTON, PENNSYLVANIASkills
- Microsoft Office proficiency
- Mac OS knowledge
- CDK knowledge
- VIN Solutions knowledge
- Team leadership
- Customer relationship management
- Problem-solving
- Multitasking and organization
- Positive attitude
- Workflow management
- Team collaboration and leadership
Personal Information
Title: key manager
Timeline
Service Manager
Texas Roadhouse Restaurant
01.2026 - Current
KEY MANAGER/BOH TRAINING COORDINATOR
TEXAS ROADHOUSE IN NEWNAN, GA
03.2025 - 01.2026
Business development coordinator
SOUTHWONE MOTORS OF NEWNAN
06.2023 - 03.2025
To-Go Server
Texas Roadhouse Steakhouse
09.2021 - 06.2023
Host
TEXAS ROADHOUSE IN NEWNAN, GA
10.2019 - 09.2021
HIGH SCHOOL DIPLOMA -
PENNFOSTER HIGH SCHOOL