Rachel Nelson
Upland
Summary
Results-oriented Regional Manager with 22 years of leadership experience in restaurant and hospitality operations. Expertise in multi-unit management, project management, and organizational leadership. Led technology implementations, advanced hospitality initiatives, and enhanced workplace safety programs. Focused on developing high-performing teams and driving strategic initiatives to improve guest experience and business performance.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Regional Manager
Islands Restaurants
01.2008 - Current
- Oversaw operations of 11 locations, driving over $65 million in annual revenue and ensuring sustained 6% sales growth for four consecutive years.
- Facilitated trainer workshops to support team members in understanding company initiatives. Assisted in resetting training approaches to enhance customer satisfaction and retention. Contributed to improving Yelp ratings from 3.5 to 4.5 stars within six months and fostering repeat business.
- Spearheaded design, training, and implementation of performance evaluation systems to enhance productivity and accountability.
- Collaborated with cross-functional teams including HR, Training, Marketing, Food & Beverage, FP&A, and Supply Chain to drive strategic growth initiatives and enhance brand positioning.
- Facilitated collaboration among leadership teams and regional partners to enhance territory planning and drive sales initiatives, improving location-level performance.
- Led strategic hiring and training programs to cultivate a robust leadership pipeline, maintaining an 80% retention rate for three years.
- Partnered with executive leadership to define hospitality standards, organizational objectives, and company goals.
- Implemented strategic initiatives through the workplace safety committee, significantly improving safety awareness and adherence to regulations.
Training Manager
MIT Training Manager
- Developed and delivered 7-week training program for newly promoted managers, enhancing leadership skills and operational effectiveness.
- Developed Islands Path to Leadership program for internal management candidates.
- Standardized management training materials and processes, ensuring consistency and clarity across the organization.
- Cultivated company culture and aligned leadership standards with operational best practices, strengthening organizational coherence.
General Manager
Certified Training Store
- Managed flagship training location, ensuring operational excellence, high guest satisfaction, and profitability.
- Developed and mentored Managers-in-Training (MITs), preparing future leaders to succeed in management roles.
- Delivered leadership coaching and operational training, exceeding performance benchmarks consistently.
Education
Master of Public Health (MPH) - Public Health
Capella University
Minneapolis, MN01-2017
Bachelor of Arts - Studio Art
California State University, Long Beach
Long Beach, CA01-2008
Skills
- Multi-Unit Operations Management
- Project management
- Budget Management
- Food Safety & Sanitation Compliance
- Operational Risk Management
- Change management
- Leadership coaching
- Employee Engagement & Retention
- Training design
- Hospitality culture
- Cultural Competency
- Team performance
Accomplishments
- Successfully led the implementation of two major point-of-sale systems (Aloha and Toast) across the organization, improving operational efficiency and guest experience.
- Developed and launched company-wide DEI programs that strengthened workplace culture and leadership effectiveness.
- Partnered with executive leadership to establish and implement a new hospitality vision adopted throughout the organization.
- Reduced workplace injuries by 21.5% and improved safety compliance through enhanced training, awareness, and committee leadership.
- Built and developed high-performing management teams through coaching, mentorship, and structured leadership development programs.
Certification
- Cornell University Diversity & Inclusion Certificate | 2021
- State Food Safety Proctor Certificate of Training & Testing | 2024
Timeline
Regional Manager
Islands Restaurants
01.2008 - Current
General Manager
Certified Training Store
Bachelor of Arts - Studio Art
California State University, Long Beach
Training Manager
MIT Training Manager
Master of Public Health (MPH) - Public Health
Capella University