Ash Curtis Email & Phone Number

Raleigh, Nc, Us

This project created the infrastructure utilized in distributing almost $3 billion in funds for New Yorkers in need of housing assistance due to the impact of Covid-19.Provided leadership, day-to-day oversight and direction to a 30+ person department meeting company performance standards and goals. This included monitoring team performance, ensuring accurate work within a time frame, working through team supervisors to monitor production, conduct quality control and ensure data integrity and compliance.Developed and led training on the Administrative Plan, Standard Operating Procedures, and NY Office of Temporary and Disability Assistance regulations to both Operational and QC teams.Ensured teams exceeded performance standards and provided professional and comprehensive customer service within the project. Created and completed Performance Plans, evaluations, and disciplinary actions, and offered coaching to QC team.Evaluated procedures and processes and provided recommendations for program excellence and performance improvements. Participated in Department and Division Strategic Planning to ensure timely and thoroughly vetted payment assistance to the tenants of New York.

New York, Ny

Top of the Rock is a leading New York City attraction. Its 70th-floor indoor/outdoor observatory deck offers breathtaking 360-degree views of the city to almost 3 million visitors annually. Created a newly invigorated spirit of teamwork across the Ambassador Department through focus on updated policies and procedures, developing customer service expectations, and creating non-negotiable safety protocols, ultimately leading to an improved experience for guests and team members.Brought together subject matter experts and developed the first operations management training program that is the foundation for onboarding new hires and developing emerging management talent.Developed a multicultural approach to customer services focused on making every guest feel welcome and ensuring a great customer experience.Reduced department overhead by implementing a tour guide schedule that optimized staffing and minimized non-productive time—leading to 3 years of reduced labor-to-revenue costs.Spearheaded the “Operation Sunset” program that optimized ticket sales through improved logistics during sunset tourist rush periods. Implementation led to maximized visitor sales volume and improved guest satisfaction during peak periods.Delivered regular training programs for three different departments that kept staff skills up-to-date. The training programs had a reputation for being engaging, informative, and practical.Developed the first-ever facility safety tracker ensuring that every employee was current on all safety issues, including CPR, Active Shooter, emergency egress training, fire safety, and OSHA complianceIdentified a significant gap in vendor onboarding procedures and developed a program to ensure that all of the on-site contractors were fully versed on safety protocols and had passed internal review of insurance.

New York, Ny

Effectively hired, trained, and managed a concierge team that grew from approximately 10 concierges servicing eight hotels to a team of 120+ concierges at more than 40 locations. Locations included InterContinental Hotels Group, Marriott, Hilton, Hyatt, and high-end independent boutique propertiesDeveloped close relationships with hotel management to develop trust and loyalty—knowing that New York City Experts could handle just about any guest request.Spearheaded the implementation and training of a new system-wide POS tool that greatly improved overall efficiency and productivity.Created exciting new entertainment packages for hotel guests to drive revenue and increase participation in Concierge Services.Worked with company leadership to develop clear sales goals, varying by location based on operational costs and clientele profile.Spearheaded effort to share information and educate employees that became the standard training program throughout Manhattan and resulted in a team that was well educated about the vast number of entertainment and tourist options available.Achieved a guest satisfaction score of 96% “would recommend” utilizing concierge services. Frequently singled out on travel sites for delivering exceptional service.Developed standard protocols across all managed concierge desk locations, maximizing staffing flexibility without sacrificing service quality.

New York, Ny

Transformed a fledgling actors’ networking program from a basic single seminar per night into an industry-leading multi-seminar program by expanding specialized programming that maximized attendance and revenue, effectively quadrupling nightly ticketing inventory availability.Drove program attendance by featuring new, high-profile seminar class leaders that increased revenue per seminar by 20–50%.Reinvented the “Fast Track” program to attract and cultivate long-term clients and developed client and actor success stories to use in marketing.Created the only need-based seminar program in the industry—designed to effectively match agents/managers and casting directors to talent fitting specific specifications.

New York, Ny

Strengthened Disney’s global reach by cultivating and expanding relationships in publications, including Time, Newsweek, Entertainment Weekly, Hollywood Reporter, and Variety.Created corporate database for all national radio and newsprint media outlets.Utilized new media outreach techniques that led to targeted press pitches and hundreds of additional public relations hits for Disney releases.Created cost-effective Digital Press Kits expressly for radio outlets that made efficient use of time and led to hundreds of additional PR hits/mentions.Drove significant uplift in packaged radio networks—including Bloomberg, Westwood One, XM Radio, and Sirius through new outreach techniques.

New York, United States

Clients included: Natalie Portman, Willem Dafoe, Sam Rockwell, Diane Lane, Patrick Stewart, Paul Giamatti, Hope Davis, Peter Saarsgard, John Leguizamo, Ana Gasteyer, Idina Menzel and many others.