Anna Present

Oversees frontline operations for multiple locations with visitation of over 1.5 million annually, with an operating budget of 61 Million. Responsible for department high-level strategies and implementation. Creates processes, and best practices to establish a world-class Visitor Experience program and daily operational efficiency across multiple locations. Manages and leads the Visitor Experience leadership team consisting of Associate Director, Managers, Supervisors, Lead Associates, Ticketing Operations Coordinator and Sales and Outreach Coordinator. Works cross departmentally to foster collaboration and innovation within the museum, and Visitor Experience area. Works closely with all other public facing departments to deliver on Visitor Experience standards and trainings. Manages revenue generating areas, annual budgets, and attendance and revenue projections. Responsible for onsite visitor intercept data collection, and data processing and output to inform decision making, and future projections. Engages Marketing Communications Committee, and board of trusties.

Plays a critical leadership role in the building and expansion of a world-class Visitor Experience strategy, through conceptualizing and implementing visitor experience standards, and high level process for daily operations of the front-of-house teams. Oversees a team of 90 plus front-line museum staff .Oversees implementing best practices for all ticketing and admission, including optimization of system utilization in support of departmental and institutional strategies. Manages Assistant Managers of Visitor Experience, Visitor Experience Supervisors, Visitor Experience Associates, Admission Attendants, and also manages front-line activities, coordinates and works closely with Volunteers, Group Sales, Education, Facilities and Security. S/he develops and implements tools for successful crowd control, proactively plans operational needs for exhibitions, and peak traffic. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Leads, develops (through active recruitment, training, and evaluation), and supervises the visitor experience teams. Oversees productivity of division of responsibilities (DORS) within the leadership team. Assists in the development of employee performance tracking, ensuring performance, and goals are established and met. Manages volunteer database (Volgistics), keeping track of volunteer statistics. Promotes high employee morale through fostering an environment of respect, teamwork, and professionalism; managing departmental staff appreciation events and employee recognition programs; and promoting a ‘one team’ approach. Creates best practices, and policy to support efficiency.

Manages and leads the Museum Store staff in meeting sales goals, and customer service goals, through execution, coaching, and accountability. Provides necessary development and support to staff to ensure visitor’s needs are met. Plans and communicates recognition for staff. Accountable to inventory management in multiple store locations as well as via WinRetail. Oversees visual presentation for all museum stores. Sets and prioritizes the daily stores business goals, and leads the Museum Store Staff to achieve top line results. Facilitates membership initiatives at in-store level. Multi-unit management on a weekly basis. Manages a diverse staff base of part-time, full-time, and union employees.

Maximize store volume by managing product placement, inventory, and elevated visuals. Analyze business trends and product results to ensure highest productivity. Plan and schedule workload. Lead teams, and processes to complete complex workload in tight time frames. Formulate plan and strategy to execute Flagship marketing, visuals, and window initiatives. Drive results by impacting customer shopping experience, and creating compelling shopping environments. Lead Executive visits.