Oversee the entire visitor experience aspect of the organization. Manager of the Guest Services Department. Responsible for managing a team of Associates, Team Leads, and Supervisors. Responsibilities include overseeing recruitment, hiring, staffing, and scheduling, while implementing strategies to enhance the visitor experience for families, members, school groups, and general guests. Proficiency in POS software such as ACME Ticketing, Lightspeed, and Chexology to support daily operations. Additional duties include managing the CMOM Gift Shop by collaborating with vendors, overseeing product ordering, visual merchandising, and inventory control. Coordinating with the security team to ensure the safety of all museum guests, handling visitor and member communications via phone and email. Working closely with Director of Operations and all departments, including third party vendors to provide a seamless and positive museum experience.

Responsible for overseeing the daily activities of 120+ Guest Experience Ambassadors and 20 Leads. Alongside the Guest Experience Management team. Mentor, coach, and develop 10-12 direct reports, helping them succeed in their role and career path. Responsibilities also include managing weekly payroll approvals and inventory counts, maintaining laundry & fitting operations, submitting daily operations reports to all departments and vendors, coordinating with on-site departments to maintain operational needs, managing Guest Satisfaction Feedback email and survey inquiries through Hubspot, and scheduling through 7Shifts & ADP. Consistently deliver attentive guest service to visitors, locals, and tourists from all over the world, enhancing their experience and creating lifelong memories.

Guest Services Manager at The FRIENDS Experience. Oversee 40+ team members & 3 Team lead Supervisors. oversee all areas of the experience as the Manager on Duty. Key-holder responsibilities of opening and closing the experience. Training and developing new team members & team leads. Responsible of interviewing, recruiting, managing scheduling, timekeeping system, cash handling, experience with using Square POS registers, ShowClix ticketing System, FreshDesk, Homebase. Handle guest complaints and concerns, responsible for daily shift reporting, directly report to Site Manager

Supervisor of the Photo Department under Commercial. Manage and supervise the Operations frontline staff of 20- 40 on shift per day, all departments of the attraction (admissions, attractions, commercial, photo, door team) Responsibilities of cash control room, Daily counts of cash safe and inventory. Opening / Closing the Building as the Duty Manager on Shift. Handle all guest related services, guest complaints, refunds, recoveries while on shift, Directly report to General Manager and Operations. Assist with hiring and training of new staff. Perform all responsibilities of handling employee situations (contact sheets, scheduling, coaching, etc.) Work along with other managers on duty to ensure every department is running efficiently Conduct hourly operations reports via spreadsheets, excel documents, etc. Ensure the importance of health & safety in the attraction.

Collaborated with Patient Relations, Nurses & Doctors on staff in regard to patients needs for TV Services, Collecting cash from patients/family members for television service. Creating weekly deposits for cash & checks. Handle incoming & outgoing calls on a daily basis. Maintained Weekly Reports and Daily Receipt Logs. Phone communication with repair services in case of any service issues.

Sales associate Lead in Toys department. Customer service, Answers questions, suggest alternatives. Organized and maintained merchandise in department. Inventory Control of Merchandise in Stockroom. Handled store merchandising & pricing (i.e. typing and printing merchandise pricing signs, placing them in the store, “price labels, sale, clearance, price drop, etc.”