Guest Experience Manager

• Aug 2022 - Present

Assistant Manager - Attractions

• Sep 2021 - Aug 2022

Flight of the Hippogriff™ and Ollivanders™Lead a team of 120+ team members including 2 supervisory staff members. Manage daily operations and both labor and non-labor budgets. Focus in team member mentoring & development, guest and team member safety, improvement in guest interactions, and team member time-clocking and scheduling. Ensure attractions and team members are up-to-date on all compliance materials and oversee monthly safety checklists. Act as the department duty manager.• Implemented time-clocking accountability and tracking that improved department’s Team Member time-clocking accuracy• Selected as the Mentor to a Team Lead participating in the Developing Talent & Leadership 9-week course• Act as the Wellness Champion for multiple attractions and motivate teams to be involved in various wellness challenges and activities

Assistant Manager - Main Entry Operations

• Feb 2019 - Sep 2021

Led a department of 250+ team members, including 5 supervisor staff members. Managed daily operations and both labor and non-labor budgets. Strategically planned special events including Halloween Horror Nights. Collaborated with ticketing, loss prevention, and finance partners on daily ticket prices, changes, issues, and promotions. Focused in Main Entry Operations venues, alignment and development for leadership team, and team member time-clocking and scheduling. Managed partnership between company and union guidelines. Continued to act as the department duty manager.• Impacted leadership team to increase Management Satisfaction scores by 27+ points over prior year• Implemented time-clocking accountability and tracking that improved department’s Team Member time-clocking accuracy by 16%• Impacted leadership team to achieve 100% completion for all safety inspections, safety training, and incident investigations• Developed on-boarding training and Standard Operating Procedure for the Supervisor role and department’s Duty-Manager position

Supervisor - Main Entry Operations

• Feb 2016 - Feb 2019

Led a department of 250+ team members. Acted as the department duty manager and oversaw daily operations and team member activity. Responded to escalated guest and team member situations. Developed team members and disciplined when needed. Created, developed, and maintained departmental standard operating procedures. • Impacted leadership team to achieve third place in park-wide annual Guest Satisfaction Awards 3 years in a row• Impacted increase in Team Member satisfaction by 5+ points over prior year• Successfully mentored 6 Team Leads into supervisory roles within the company

Team Lead and Trainer - Main Entry

• Nov 2014 - Feb 2016

Led by example by providing excellent guest service and performing with operational excellence. Oversaw daily operation and managed team members’ activity, performance, and offered assistance as needed. Handled escalated guest situations and provided recovery. Troubleshot various ticketing situations. Trained new team members in the entry and cross-training roles.• Lead of the Month, July 2015

Admissions Host

• Mar 2014 - Nov 2014

Worked in a fast-paced team environment. Provided above-and-beyond guest service to all guests entering and exiting the park. Scanned tickets for entry and monitored potential loss prevention concerns. Cross-trained in multiple department venues, including Ticket Sales, Annual Pass & In-Park Upgrade Sales, and Guest Services. Followed departmental sales processes to optimize revenue.• Team Member of the Month, May 2014

Background Actor

• Jul 2013 - Mar 2014

Performed as a background actor in various television shows and feature films, including Jersey Boys, Liv and Maddie, and more. Performed as a background actor in various television shows and feature films, including Jersey Boys, Liv and Maddie, and more.

Assistant

• Nov 2012 - Mar 2014

Completed various administrative functions, including data filing and organization, mailing, and inventory tracking. Worked as a Production Assistant on the set of films. Engaged in fundraising efforts to help finance various film projects. Completed various administrative functions, including data filing and organization, mailing, and inventory tracking. Worked as a Production Assistant on the set of films. Engaged in fundraising efforts to help finance various film projects.

Call Center - Student Worker

• Jun 2011 - Sep 2012

Performed call center duties including data entry, communication with current and future students via phone and email, mailing, inventory, and other administrative functions. Performed call center duties including data entry, communication with current and future students via phone and email, mailing, inventory, and other administrative functions.