Manages all aspects of the visitor experience at Eastern State Penitentiary including:• Managing all day to day ticketing and admission operations (including the use of third party tickets), ensuring a professional operation and appearance of these areas.• Hiring, training, and supervising full time and seasonal Visitor Services staff members.• Periodically acting as General Manager of the entire historic site, scheduling daily staff, and ensuring that all areas are running smoothly and providing an exceptional visitor experience.• Ensuring that site successfully closes on a daily basis (making daily deposits, checking all cash-related operations, and filing daily revenue paperwork).• Working with the Education, Marketing, and Advancement teams to ensure exceptional experiences for all visitors, members, donors, and guests across all departments.

Manages all aspects of Zoo ticketing and admissions including sales for general admissions,memberships, groups, attractions, and parking over 6 locations throughout the zoo.• Hires, trains, schedules, supervises, and evaluates a seasonal staff of more than 40 employees.• Councils and coaches staff, documents infractions, and addresses performance in anobjective, consistent and timely manner.• Directly addresses guest complaints in relation to ticketing and admission protocol.• Maintains all documentation for onboarding, training, and separation of seasonal employees.• Handles all administrative duties for Admissions including scheduling, payroll, and teammember performance reviews. Maintains master spreadsheets and documents compilingteam member attendance, performance, and training.• Acts as back-up manager for Admissions and as needed for other areas of Guest Relationsincluding parking and attractions.

• Designed 2017-2018 Discovery Theater season, “Extraordinary Children”, which included 4productions to be presented from September 2017-August 2018.• Collaborated with Director of Education on the creation and execution of new educationaltheater programs as well as yearly museum programming.• Coordinated layouts and managed execution of various events throughout the year including“Breakfast with Santa”, “Fairy Ball”, “Calling All Superheroes”, and more.• Trained, scheduled, monitored, and evaluated 20 plus part-time staff of the Museum in theexecution of the Museum’s mission and all education programs.• Presented knowledgeable tours of the Discovery Museum for guests and potential clientele.• Covered duties at the Front Desk, in Admissions, and in the Gift Shop as needed.• Maintained existing exhibits (including daily upkeep) and develops, constructs, and assistswith the promotion of new exhibits.

• First lead phone operation for incoming calls and orders related to Temple Theater season.• Processed ticket transactions and seating arrangements.• Team management of six staff; guidance and training for customer interaction and protocol.• Customer service engagement and oversight of seating during performances.• Trouble shooting customer complaints and ensuring a pleasurable experience for patrons.• Upkeep of files and documentation related to ticket sales and customer database.• Telemarketing experience regarding season subscriptions and sales.