Training & Operations Leader for Hospitality

CHRISTINA JOHNSON

*** * ****** ***, **** **** • Las Vegas, NV 89102 • 720-***-**** • ************@*****.***

PROFESSIONAL SUMMARY

Dynamic Training & Operations leader with 25+ years of progressive experience in multi-unit restaurant and entertainment hospitality. Proven track record of opening 50+ new locations and training 10,000+ team members across nationally recognized brands. Expert in building training programs from the ground up—including LMS implementation (Axonify), management development curricula, onboarding and orientation systems, and standard operating procedures. Certified ServSafe Proctor with deep expertise in food safety compliance, operational execution, and cultivating high-performance cultures that drive guest satisfaction, staff retention, and revenue growth.

CORE COMPETENCIES

New Unit Openings (NRO)

LMS Administration (Axonify)

Operations Management

Staff & Manager Development

SOP & Curriculum Development

Team Building & Mentoring

Onboarding & Orientation

Instructional Design

ServSafe Proctor

Guest Experience & Hospitality

Brand Standards & Rollouts

Event Coordination

PROFESSIONAL EXPERIENCE

PLAY PLAYGROUND — Luxor Hotel & Casino, Las Vegas, NV Nov 2024 – Present

Operations & Training Manager

Lead operational execution for a 15,000 sq. ft. immersive entertainment venue on the Las Vegas Strip featuring 20+ interactive attractions, food service, and a full-service bar

Designed and implemented training workbooks, opening and closing checklists, and standard operating procedures from scratch for a first-of-its-kind entertainment concept

Developed and launched a Team Member Recognition Program to boost retention, morale, and service excellence

Established guest hospitality and service execution standards, driving consistently positive guest reviews

Serve as Event Coordinator, managing corporate team-building events, private parties, and special programming

PINKBOX DOUGHNUTS — Las Vegas, NV Mar 2024 – Oct 2024

Director of Training & Development

Created and implemented the Manager-in-Training (MIT) program, orientation program, team member training workbooks, operational checklists, and company-wide standard operating procedures for a rapidly growing brand with 14+ locations

Rolled out and developed the Axonify LMS training platform—an AI-driven microlearning system—delivering consistent, adaptive training and knowledge reinforcement across all locations

Achieved 100% management and supervisor compliance on food safety certifications as a certified ServSafe Proctor

Provided side-by-side coaching and development of team members and management teams on execution of day-to-day operations

Led new shop opening (NRO) processes including development of opening timelines, training schedules, execution plans, and trainer certification programs

PEI WEI ASIAN EATERY 2017 – 2024

Director of Field Training

Directed the Manager-in-Training (MIT) process and training program across approximately 120 locations nationwide

Developed training materials and led rollouts from RVP/Director level to the restaurant level, ensuring brand consistency at every tier

Led training and development during New Restaurant Opening (NRO) processes as well as ongoing support for existing locations

Created and implemented the Shift Lead Program from concept to execution; played a key role in revamping the associate training program

Conducted weekly coaching calls to follow up with and establish clear performance standards for all Managers in Training

BJ’S RESTAURANTS, INC. 2011 – 2017

Regional Talent Development Manager

Regional Talent Development Manager of the Year — 2013

Opened 44 new restaurants and trained over 8,000 team members while driving company standards, culture, and operational procedures

Served as the primary culture builder and company standards ambassador at every New Restaurant Opening

Increased labor efficiency through hands-on, side-by-side training and coaching with management and front-line staff

Authored and updated all training materials, templates, and schedules to align with evolving brand standards

Senior Manager 2009 – 2011

Provided operational support across 6 restaurants within one year, driving consistency and performance improvements

Improved standards through communication, effective training, and building strong rapport with General Managers and staff

Completed quarterly sales forecasts, labor templates, and ordering guides

Managed daily restaurant operations with emphasis on recipe adherence, customer service, problem solving, sales trend analysis, and brand promotion

THE CHEESECAKE FACTORY, INC. 2005 – 2009

Senior Manager

Opened 6 locations with emphasis on cost control, staff supervision, training, and overall operations while driving $12+ million in annual sales

Boosted bar efficiency to 99.5%, increased staff retention, standardized ordering and par systems, implemented more profitable bar procedures, and coordinated biannual new menu rollouts

Earned certification as a designated trainer and mentor for entry-level and Level 1 managers

Manager 2000 – 2005

Progressed through management roles with increasing responsibility for daily operations, team supervision, and guest service excellence

Built a loyal customer base through interpersonal leadership, staff development, and brand-centric hospitality

CAREER HIGHLIGHTS

50+ New Location Openings — Pinkbox Doughnuts, Pei Wei (~120 locations supported), BJ’s Restaurants (44 opened), The Cheesecake Factory (6 opened)

10,000+ Team Members Trained — Front-line associates to senior managers across multi-unit, multi-state operations

Programs Built from Scratch: MIT programs, Shift Lead program, orientation systems, Axonify LMS rollout, SOPs, operational checklists, and team recognition programs

CERTIFICATIONS

ServSafe Proctor — National Restaurant Association

Designated Trainer & Mentor Certification — The Cheesecake Factory

E-Verify / Digital Onboarding Certified

EDUCATION

Bachelor of Science in Exercise

Florida Atlantic University, Boca Raton, FL 1996

Associate’s Degree in Education

Central Florida Community College, Ocala, FL 1994

Contact this candidate