Jack De Stefano Email & Phone Number

New York, NY, US

New York, New York, United States

• ▶ SCOPE: Oversaw guided tour business at Madison Square Garden, Radio City Music Hall, and The Chicago Theatre working cross-functionally to lead operations start-up following COVID-19 pandemic. Assumed duties of both.
• Surpassed FY24 revenue goals, achieving highest-ever ticket yields by focusing on direct sales and expanding OTA partnerships.
• Delivered pre-pandemic revenue totals in two years using organic, word-of-mouth marketing strategy.
• Reached all-time sales channel record via inventory management and collaborating with sales team on SOPs. Executed group sales strategy, introduced as first offering to resume operations in 2022, focusing on long-term.
• Achieved all-time revenue record for Rockettes season by reintroducing show/tour combo package for Radio City Christmas Spectacular.
• Partnered with OTA to develop exclusive access tour, offering guests a behind-the-scenes look at never-before-seen areas of Madison Square Garden. First-of-its-kind for Venue Tours business, the highest-yielding.

New York, NY

• ▶ SCOPE: Hired initially in start-up environment and promoted to operational role as customer journey architect and point of contact for operations, HR decision-making, public affairs, and customer outreach. Generated.
• Expanded company from zero to 400+ employees and steered growth to 23 locations nationwide.
• Served as regional director for 9 locations, including top two locations by revenue.
• Turned around 3 underperforming locations, increasing sales 50–100%.
• Set standards for maintenance, logistics, and technical operations. Collaborated with engineering, product, and executive teams to build real-time monitoring of technology and reduce error rates.
• Curated guest experience companywide. Established standards, scripts, and training materials for over 300 customer-facing employees. Built help guides, canned responses, and CRM macros for consistency.

New York, NY

• ▶ SCOPE: Hired to lead operations, employee training programs, and financial oversight with $10M payroll and services budget for 500+ staff. Partnered with private and public stakeholders in NYC Department of Education.
• Reported and analyzed staff labor budget. Developed a roster of properties, maintaining relationships with building managers to utilize resources for client’s best needs.
• Secured $1.2M in billing revenue for 2012. Steered training management for district coordinators to direct regional operations across company facilities.
• Integrated and met KPIs, optimizing budget resources and ensuring accurate financial management.