Christopher Lentz Email & Phone Number

Foster City, Ca, Us

Mountain View, Ca, Us

Mountain View, Ca, Us

- Managed Google's Bay Area reception program with an annual budget of $14M, across a portfolio of 50+ staffed and 70+unstaffed guest lobbies. - Led the RFP process and selection of new service vendor team of 120 employees. - Spearheaded program ideation for increased service offerings, initiated program review for efficiencies- Represented program needs for 25+new build reception spaces, providing design guidance to impact visitors and employees- Created and implemented return to office plan, responding to local guidelines, and safely reopening 54 staffed lobbies, across 100 building portfolio

San Francisco, Ca, Us

•Managed the successful reopening of the museum after a 3 year closure, resulting in record summer attendance, and new audience growth•Built, in collaboration with HR, Membership and Museum Store leadership, a six week training program for over 130 employees in three departments. Generated over 125 hours of unique content building on SFMOMA brand principles•Created end to end shift plans for future employees including scheduling, information dissemination, visitor escalation plans, peer-to-peer recognition and close out procedures•Vocal member of senior staff team responsible for creating avenues for employee and visitor feedback, as well as representing the visitor in key institutional decisions

San Francisco, Ca, Us

•Managed the successful implementation of CTI software through leading a cross departmental group of subject matter experts and training staff in its use•Key voice in configuring Tessitura for onsite ticketing, including both patron and employee use, and identifying opportunities for flexible business policies •Managed multi department Transaction Task force working to deliver a successful transactional experience from first click to onsite scan•Oversaw Visitor Experience project plan to create and identify related risks and mitigation plans•Informed the design of key visitor facing pieces and policies including print at home and onsite tickets, visitor gallery policy, and scalable line/gallery access plans for expected large crowds•Oversaw Visitor Experience Task force working with key museum department leaders to ensure visitor needs are supported in each step of their journey

San Francisco, Ca, Us

•Responsible for operations impacting 1.4 million visitors on 2 campuses annually•Doubled visitor-to-member conversion through employee focused engagement programs•Increased customer satisfaction by 6% •Created $300k savings by restructuring staff into “one team” staffing model•Implemented customer support system on Salesforce CRM platform, system admin for ticketing platform, produced and facilitated staff training on both platforms•Manage onsite communications team (Reception/Internal call center) and relationship owner for 3 remote call centers, responsible for resolving escalations

San Francisco, Ca, Us

•Scaled team from 27 associates to 93, provided input on workforce succession planning, compensation, performance management and development programs•Created employee onboarding program, later adapted across organization •Oversaw RFP/vendor selection, contract, on onsite operations for cross departmental Market Research efforts producing over 3000 customer intercepts and key insights•Instituted onsite data capture plan and programs resulting in 65% increase in capture rates and 11% growth in e-news

San Francisco, Ca, Us

•Conceptualized cross departmental customer service training program, resulting in refocused biannual associate training of over 100 employees •Led implementation of online scheduling system for 500+ volunteers•Aligned practices between union and non-union workforces across organization

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-Ensured corporate retail standards were represented in 8 domestic shops in 4 states by designing and implementing compliance programs, employee trainings

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• Managed on-time/on-budget opening of 12 domestic sites by creating processes for site surveys, partner business contact, fixture delivery, initial shop staffing

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-Designed and implemented new brand training protocols and Product Demonstration programs responding to traffic patterns and enhancing engagement

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-Planned events for Flagship 5th Ave store and proposed slate of luxury party plans. -Created processes for vendor contact, supply orders, and event booking.

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Bachelor Of Arts, Drama

Education record