Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alissa Sharp

Waterford,MI

Summary

Proven leader at Emagine Entertainment with expertise in digital platform innovation, enhancing guest satisfaction by 20% through a successful guest texting platform launch. Skilled in social media management and team leadership, driving engagement and retention. Adept at data analysis to identify and address service gaps, transforming challenges into opportunities for guest loyalty.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Guest Experience Manager

Emagine Entertainment
01.2019 - Current
  • Manage a multi-location guest experience team across 16 theaters, overseeing all digital customer channels, including review platforms and social media.
  • Lead creation and launch of a two-way guest texting platform, increasing response speed and satisfaction ratings.
  • Use Sprout and BirdEye to monitor reviews, trends, and online sentiment; draft timely and empathetic public responses.
  • Collaborate with leadership and marketing teams to create documentation, update SOPs, and develop team-wide training protocols.
  • Mentor and develop frontline leaders, resulting in increased retention and team engagement.
  • Analyze guest feedback metrics to identify service gaps and opportunities for cross-departmental improvements.

Manager

Emagine Entertainment
01.2017 - 01.2019
  • Managed day-to-day operations, including staff scheduling, inventory control, and team leadership.
  • Assisted in marketing rollouts, loyalty program updates, and customer retention strategies.
  • Cross-trained employees to enhance flexibility and operational coverage.

1st Assistant Manager

Regal Theaters
01.2013 - 01.2017
  • Oversaw guest services and daily operations including staff training, theater management, and incident response.
  • Ensured compliance with service standards while resolving guest complaints in real-time.
  • Trained new hires and coached team leads on service techniques and customer engagement.

Education

Associate of Arts -

Oakland Community College
Auburn Hills
04.2026

Skills

  • Social media support
  • Customer service
  • Effective internal & external communication
  • Social media management
  • Team leadership
  • Data analysis
  • Guest satisfaction focus
  • Hospitality and service industry background
  • Sprout proficiency
  • BirdEye proficiency
  • TrustPilot proficiency
  • Onboarding and development
  • Process design
  • Public communication strategy

Certification

  • Disney's Approach to Quality Service
  • Small Giants Leadership Academy Graduate
  • ServSafe Food Protection Manager, 05/26/30
  • ServSafe Alcohol, 05/10/28

Timeline

Guest Experience Manager

Emagine Entertainment
01.2019 - Current

Manager

Emagine Entertainment
01.2017 - 01.2019

1st Assistant Manager

Regal Theaters
01.2013 - 01.2017

Associate of Arts -

Oakland Community College

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