Kristen Summerall
Atlanta,GA
Summary
Dedicated operations, ticketing, visitor experience and volunteer management professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency. Skilled in working under pressure and adapting to new situations and challenges to best enhance the visitor experience.
Overview
14
14
years of professional experience
Work History
Manager of Guest Experience
High Museum Of Art
06.2022 - Current
- Serve as senior guest experience advocate, advancing a culture of world class service in all guest interactions and contact points between the Museum and public.
- Oversee overall guest experience in collaboration or consultation with all front-line departments. Assess guests needs throughout the museum and strategizes across departments to elevate guest experiences.
- Communicate trends in feedback and collaborate with departments across the museum for correction and for recognition.
- Responsible for effective management, leadership, strategic planning, and accountability of the Volunteer Program.
- Oversee recruitment and assignment of volunteers and develop strategies to leverage volunteer strengths in engaging visitors and enhancing the museum experience.
- Collaborate with Corporate Partnerships team to provide volunteer opportunities for corporate partners.
- Assist Database Manager with Tessitura ticketing set up for daily ticketing and events ensuring that the database and associated technologies promote a patron-first and friendly approach.
- Be present in public spaces, directly observing the quality of the guest experience with high frequency. Provide related insights and direction, representing the “guest perspective” in cross-departmental meetings.
- Conduct way-finding reviews and oversee directional and informational signage, including digital in collaboration with Creative Services team.
- Oversee ongoing refinement of standard operating procedures, including individual and group welcoming, ticket purchasing, exit/entry procedures, exhibit queuing, etc.
- Ensure provision of specific training opportunities that elevate performance of frontline staff members.
- In collaboration with Marketing and other departments, develop, implement, and continually improve methods of evaluating overall guest experience.
- Ensure FOH readiness for handling high-volume visitation, building evacuations, guest injuries, and other potential emergency situations.
- Identify ways to inspire and galvanize staff to provide world-class service. Provide professional development in the realm of guest relations, promoting total guest orientation and providing tools for staff to achieve success.
- Ensure that coordination and execution of public programs, special events, and Museum rentals are consistent with the quality and expectations of the overall Museum experience.
- Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.
Manager of Guest Relations
High Museum Of Art
04.2018 - 05.2022
- Supervised and coordinated all aspects of day-to-day operations including front-of-house and back-office functions for member and visitor ticketing.
- Responsible for delivering upwards of $500K+ of onsite membership revenue.
- Recruited, interviewed, and hired full-time and hourly team members based on attendance and sales expectations.
- Developed and implemented staff onboarding procedures.
- Developed and mentored assistant managers and team leads through performance reviews and regular check-ins.
- Communicated effectively with Shop, Facilities, and Security to provide a positive and engaging visitor experience.
- Responsible for developing weekly work schedules for Guest Relations staff.
- Approved time and manage time off requests in Workday.
- Collaborated with Manager of Member Experience on strategies to increase member visitation, and ideas for onsite incentives.
- Worked with appropriate staff to address Tessitura ticketing system needs – develop and refine ticketing and procedures, as needed for FOH.
- Strategized and developed new policies, systems, and procedures for improved patron experience.
- Monitored attendance capacity and formulate strategies for crowd control.
- Created/managed departmental budget, annual attendance projections, and accurately forecast special exhibition operational needs.
- Assisted other departments in successful implementation of special projects (Organizing staffing to assist other departments, develop new sales capabilities, coordinating with WAC Special Events on project needs).
- Managed team of approximately 10 - 15 full-time and part-time staff.
- Oversaw Volunteer Program including recruitment, training, and retention.
Guest Experience
The Fox Theatre
11.2017 - 08.2018
- Enthusiastically greeted and directed guests while performing assigned tasks (i.e. Ticket scanning, directing guest to their seats, etc.).
- Assisted patrons with general questions about the venue and events.
- Monitored entry/exit points throughout front of house.
- Enforced facility policies and procedures and assisted with managing crowd control.
- Resolved guest issues/complaints and involved Guest Experience Management as needed.
Assistant Manager of Guest Relations
High Museum Of Art
08.2015 - 04.2018
- Coordinated and supervised ticketing for general admission, special exhibitions, events and programs.
- Assisted in recruiting, interviewing and training of front of house staff.
- Provided comprehensive training of ticketing systems to all FOH staff and other Museum departments.
- Provided supervision for on-site group arrival/departure process and audio sales team.
- Participated in budget planning process and projections.
- Met budget goals for on-site membership sales.
- Attended all necessary meetings and communicate concerns as well as creative solutions to problems.
- Oversaw Onsite sales metrics and training programs.
- Created daily team schedules ensuring adequate coverage in all operating areas.
- Performed daily cash count of banks and weekly safe audits and submitted change requests to Accounting Department.
- Assisted Manager with hospitality trainings for staff.
- Maintained/updated training manuals and created new ones as needed.
- Implemented staff enrichment opportunities.
- Assisted with implementation, training, and troubleshooting of the smARTbox Program.
- Reorganized and revitalized the High's Volunteer Program including recruitment, training, scheduling and retention.
Guest Relations Representative
High Museum Of Art
10.2013 - 08.2015
- Greeted guests with a positive, friendly, and helpful attitude.
- Became proficient with aspects of Tessitura CRM.
- Processed ticket admission and Membership transactions following proper POS procedures.
- Proactively approached all guests and up-sold Memberships and their benefits. Contributed significantly to department sales goals.
- Facilitated the groups arrival/departure process.
- Clearly relayed all information to members and the general public about exhibitions, special events, programs, lectures, etc.
- Worked independently and within a team to deliver a consistent, exceptional customer experience every time.
- Assisted the Groups Sales department with scheduling and booking K-12 schools for museum visits. Coordinated workshops and Docent Tours per the teachers request.
- Established and maintained the standards and practices required throughout the organization to ensure a positive and consistent guest experience which echoes the attributes of the High Museum.
Student Manager
University Of Georgia Food Services
06.2011 - 05.2012
- Oversaw the scheduling, training, and evaluating six student supervisors and 150+ student employees.
- Served as direct liaison between student workforce and upper management.
- Participating in the preparation and serving of food.
- Assisted in the planning and decorating for special events once a month.
- Operated cash registers.
- Completed Serv-Safe Manager training.
- Empowered employees with strong base of job knowledge and necessary resources to successfully complete daily tasks.
- Patrolled dining areas to check on students and maximize safety and security protections.
- Coordinated schedules for program events and services to maintain desired coverage and performance levels.
- Directed training and retraining of employees to boost performance and enhance business results.
Student Supervisor
University Of Georgia Food Services
01.2010 - 05.2011
- Assisted in supervising the operation of Bolton Dining Commons.
- Planned work schedules for over 100 student employees and assigning food service personnel duties daily.
- Trained and supervised student personnel in preparing meals, arranging food, and serving customers.
- Participated in the preparation and serving of food.
- Assisted in the planning and decorating for special events once a month.
- Operated cash registers.
Student Clerical
University Of Georgia Food Services
08.2009 - 12.2009
- Assisted management with clerical needs.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Distributed pay checks to student employees.
- Took temperatures of food being served and maintained appropriate records inline with health code procedures.
- Maintained organized inventory by checking stock to determine supply levels, expediting orders and delivering materials to work stations.
- Kept main office neat and orderly.
- Answered phones and transferred calls to appropriate staff.
- Operated cash registers as needed.
Student Employee
University Of Georgia Food Services
03.2007 - 07.2009
- Provided excellent customer service to fellow UGA students.
- Assisted in preparation and distribution of food and beverage items.
- Maintained clean and sanitized food service area and dining room area.
- Helped execute monthly themed dinners organized by the dining hall.
- Awarded Employee of the Month award.
Education
English
University of Georgia
Athens, GAHigh School Diploma -
Tucker High School
Tucker, GA05.2006
Skills
- Leadership
- Tessitura CRM
- Volunteer Management
- Ticketing
- Hospitality
- Employee Training
- Team Management
- Budgeting & Forecasting
- Operations Management
Timeline
Manager of Guest Experience
High Museum Of Art
06.2022 - Current
Manager of Guest Relations
High Museum Of Art
04.2018 - 05.2022
Guest Experience
The Fox Theatre
11.2017 - 08.2018
Assistant Manager of Guest Relations
High Museum Of Art
08.2015 - 04.2018
Guest Relations Representative
High Museum Of Art
10.2013 - 08.2015
Student Manager
University Of Georgia Food Services
06.2011 - 05.2012
Student Supervisor
University Of Georgia Food Services
01.2010 - 05.2011
Student Clerical
University Of Georgia Food Services
08.2009 - 12.2009
Student Employee
University Of Georgia Food Services
03.2007 - 07.2009
English
University of Georgia
High School Diploma -
Tucker High School
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