LISA D. WILSON
Branchburg,NJ
Summary
Customer service and hospitality executive with a strong track record in upscale environments. Focused on enhancing guest satisfaction by implementing strategic operational improvements. Developed high-performing teams and initiatives that led to significant revenue growth.
Overview
15
15
years of professional experience
Work History
General Manager of Operations
Petrock's Bar & Grille
Hillsborough, NJ
04.2026 - Current
- Oversaw daily operations to ensure efficient service and customer satisfaction.
- Developed and implemented operational policies and procedures to improve efficiency.
- Implemented operational procedures to streamline kitchen and bar workflows.
- Managed staff scheduling and training for optimal team performance.
- Conducted regular meetings with department heads to review progress against goals and objectives.
- Assessed employee performance and provided feedback regarding areas of strength or improvement opportunities.
- Resolved escalated customer service issues in a timely manner.
- Developed promotional strategies to enhance guest engagement and loyalty.
- Fostered a positive work environment through effective communication and support.
FOH Manager
Semora LLC
01.2019 - Current
- Prioritized elevated hospitality by leading full-service operations, implementing SOPs, and managing scheduling and labor costs.
- Managed daily front-of-house operations and staff scheduling.
- Oversaw customer service to ensure guest satisfaction and engagement.
- Trained and mentored new team members on service standards.
General Manager
Michael's Inn
01.2018 - 01.2019
- Directed daily operations and staff management at a busy hospitality establishment.
- Directed FOH/BOH operations, overseeing staffing, payroll, and vendor management; completed full renovation and rebrand to enhance operational efficiency.
- Implemented cost-control measures to optimize resource allocation and budget management.
- Coordinated staff training programs to enhance service quality and operational efficiency.
FOH Manager / Bartender
Sarah Jane's
01.2016 - 01.2019
- Led hiring, training, and inventory management while overseeing POS systems and events; enhanced customer retention through personalized service and effective team leadership.
Manager / Trainer
Harvest Restaurant Group
01.2012 - 01.2016
- Led cross-functional training programs; received recognition for excellence in sales, leadership, and guest satisfaction.
- Facilitated workshops on customer service and operational excellence for staff teams.
- Developed training programs for new employees in a fast-paced restaurant environment.
- Mentored trainers to enhance their skills and improve training delivery methods.
Education
A.S. - Accounting & Business Management
Raritan Valley College
Skills
- Operational management
- Event management
- P&L management
- Budget management
- Inventory and cost control
- Vendor management
- Staff development
- Training design
- Team leadership
- Guest experience
- Customer retention
- Upselling techniques
- POS systems expertise
- Microsoft Office suite
- Google Docs proficiency
- Marketing collateral
- Luxury standards
Accomplishments
- Increased sales by 900% through rebranding
- Developed streamlined training programs and efficient workflows
- Reduced operational waste and improved cost control
- 5x HUG Award recipient
- Top performer in sales and guest satisfaction
Timeline
General Manager of Operations
Petrock's Bar & Grille
04.2026 - Current
FOH Manager
Semora LLC
01.2019 - Current
General Manager
Michael's Inn
01.2018 - 01.2019
FOH Manager / Bartender
Sarah Jane's
01.2016 - 01.2019
Manager / Trainer
Harvest Restaurant Group
01.2012 - 01.2016
A.S. - Accounting & Business Management
Raritan Valley College