Joseph Herman Email and Phone Number

Venue owner sales operations. Guest Services support guests with ticketing issues, Ticket Fulfillment process special event ticket orders, Ticket Booths and Universal Box Office provide ticket recommendations and upgrades.Build and engage teams through hiring, training, and coaching (Roster: 300 union employees, 30 direct reports) to provide highest level of service, while creating unique experiences that exceed expectations while seeking sales opportunities.Formulate and improve tactics to increase revenue generation. Increased 2022 HHN Event in-park revenue from $1M to $4M versus prior year by leveraging sales locations, product offerings and pricing schedules. Introduced lanyard carts maintaining $1M in revenue year over year. Established a Lower Lot venue generating $9 Hundred thousand Q3/4 of 2022. Key decision maker establishing department processes and implement training materials/classes, SOP’s, and Memos.Manage annual budget for both labor and non-labor cost.Respond to inquiries, escalations, and emergencies as Duty Manager including operations and sales venues.Nurtured cross-departmental, teams and guest relationships to ensure service excellence, process precision and successful execution of sales promotions. Key partners include Finance, IT, HR, Communications and Event operations.Process reporting for Senior leadership, HR, Loss Prevention and Payroll utilizing SQL, SSRS and inhouse applications. Reports include incentives, daily ticketing sales, labor/timekeeping, attendance, variance, and etc.

Manage daily ticketing revenue through reporting, sales observations, and service/sales initiatives.Build training materials, host focus groups and partner with team members to resolve gaps and enhance skills.Respond to internal and external inquiries, escalations, and emergencies as the Duty Manager (Sales 1) to provide support, guidance, and resources.Partner with sales teams to create, promote and execute new ticket offerings/revenue tests.Organized interviews and met with candidates to review experiences, job culture, and department needs.

Oversee all front gate Venues and Leads to ensure points of Entry and Sale meet operational demands.Respond to internal and external inquiries, escalations, and emergencies as Duty Manager (Entry 1) to provide support, guidance, and resources.Partner with Senior management on area updates, concerns and challenges in addition to creating game plans to adjust to area needs.

Manage daily operations of Main Entry Department by providing guidance up to 80 front line employees to strategically maximize efficiency, and revenue generation.Works to enhance and develop front line employees interpersonal and professional skills through facilitation, training, coaching and building rapport.Identify and remedy ticketing issues as well as resolve guest complaints while maintaining company image and Five Star guest service standards.Communicates daily with various departments such as Point of Sales, IT, Park Services, Environmental Health and Safety, Security, Special Events, Sales, Marketing. Guest Relations and more to ensure a successful daily operation.

Managed a call center team of 8 team members with 2 team leads daily. Cultivating a feedback culture reinforcing positive attitude, focusing on team work to provide top level service.Audited calls to ensure service expectations were exceeded and call volume had short wait times. Audits escalations for service improvements providing in the moment coaching.Resolved escalated experiences, build brand loyalty, prevent litigation and company loss by providing innovative and creative recovery options to create new experiences.Communicate with all company segments to investigate customer claims, forward incident reports, verify experiences and forward ticketing/payment issues.Partnered with Finance payments team to verify chargebacks. Utilized Salesforce to track guest inquires, escalations and recovery.Managed social media and email Contact Us providing general information or call back support.

Provide customer service and support with product recommendations, price adjustments, and returns.Manage Pharmacy and retail staff to ensure smooth operation.Process time off requests, payroll, and time cards weekly.Manage floor inventory, hazardous waste, and Cal-OSHA compliance.Update entire retail store new promotions, adds, and displays monthly.Manage daily operation by processing zero counts/freshness, stocking shelves, facing, and completing invoices.Serve Rite Aid Soft Serve Ice Cream.Train staff on new incentives, sales strategy’s, and new specialty products to reach more consumers.

Managed CRM Database through Insightly application to generate Sales Leads.Marketing, Lead Generation, appointment setting, and cost estimate emails.Communicated with government agencies to collect critical information and request construction licenses, permits and inspections on existing contracts and job sites.Manage time cards and payroll through Gusto and Wheniwork applications.Processed General Liability Workers Compensation Insurance.

Interact with and provide recovery to guests through a variety of methods to resolve ticketing issues, in park experiences and guest escalations.Assist with accommodations for guests with disabilities (including service animals) in compliance with The Americans with Disabilities Act.Use web based applications to notate and confirm guest experiences and accommodations.Communicate with various departments to verify guest and employee incidents as well as attraction/show down times.

Interview public figures that contributed to the community.Write and edit web based articles based on community events and public figures to reach out to the community.Recruit new candidates for admission to California State University of Los Angeles