- Graduate of The Second City's Conservatory Program
- Winner of Mark Ridley's 2026 Detroit to LA Challenge
- Yellow Belt in Shotokan Karate
Beau Lerner
Chicago,IL
Summary
Visitor Services Team Lead with six years of experience in high-volume guest environments, including leadership roles at the Field Museum and Shedd Aquarium. Specializes in frontline operations, staff leadership, and service recovery systems to support consistent guest experience during high-traffic exhibitions. Trusted to manage complex guest situations and maintain operational control in fast-paced, high-demand settings.
Overview
6
6
years of professional experience
Work History
Visitor Services Team Lead
Field Museum
11.2024 - Current
- Manage and deliver department-wide Service Recovery training, equipping staff with tools to effectively resolve guest complaints and improve overall guest experience
- Develop and implement training materials and workflows for service recovery, including tracking and analyzing guest feedback to identify trends and improve responses
- Stepped into leadership of the Teen Internship Program on short notice, coordinating scheduling, onboarding, and day-to-day supervision to ensure a smooth and successful session
- Acted as a primary escalation point for complex guest situations, modeling effective de-escalation and problem-solving
- Lead frontline staff during daily operations, providing support, direction, and escalation management in high-volume environments
Guest Relations Ambassador
Shedd Aquarium
10.2022 - Current
- As a Guest Relations Representative at the Shedd Aquarium, I excel in creating a welcoming atmosphere and delivering exceptional service to enhance overall guest satisfaction. I am adept at addressing and resolving guest grievances with professionalism and empathy, ensuring timely and effective solutions to maintain a positive experience for all visitors.
- Facilitated ticket sales and entry operations for the 4D theater and general aquarium admission, efficiently processing transactions and minimizing wait times.
- Maintained up-to-date knowledge of aquarium exhibits and events, offering accurate and engaging information to guests about animal habitats, feeding times, and special programs.
- Operated point-of-sale systems for ticket and merchandise sales, maintaining accuracy in cash and credit card transactions.
- Resolved guest concerns and complaints with professionalism, ensuring a 95% satisfaction rate by addressing issues in a timely and empathetic manner.
- Collaborated with team members to facilitate special events, including educational programs, member-only events, and private tours.
- Promoted aquarium memberships and special offers, helping increase membership sales by 15%.
Manager and Pizza Chef
Tomatoes APizza
01.2020 - 05.2022
- Customer relations, food preparation, pizza architect, order taker at high quality, high volume pizza restaurant. Promoted to assistant manager and manager following first year of employment due to superior customer service. Demonstrated ability to manage both the front end and the back end of fast paced restaurant.
- Worked Way up from Cashier to Driver, then Chef, then Manager in under 12 months
- Increased Tips from both pickup and delivery Orders by 30%
- Upsold Customers on their orders an average of an extra $12/Order
- Trained and supervised a team of 10 staff members, ensuring compliance with health and safety regulations, proper food handling, and high-quality customer service.
- Helped Managed inventory, optimizing stock levels and reducing food waste by 20%.
- Resolved customer complaints with a 95% satisfaction rate-, maintaining a positive and professional attitude in high-pressure situations.
- Led promotional initiatives such as community events and partnerships with local businesses, boosting restaurant visibility and revenue.
Education
High School Diploma -
Birmingham Groves High School
Birmingham, MI06.2019
Culinary Arts studies, Restaurant management
Schoolcraft College
Livonia, MI12.2021
General studies
Oakland Community College
Southfield, MI04.2020
Skills
- Problem Solving
- Adaptability
- Ability to Work Under Pressure
- Strong Leadership
- Staff Development
- Teamwork
- Communication
- Fast Learner
- Hard Working
Extra-curricular activities
Eagle Scout at Boy Scouts of America January 2012 — June 2018 Earned rank of Eagle Scout Eagle Scout at Boy Scouts of America January 2012 — June 2018 Earned rank of Eagle Scout
Interests
Timeline
Visitor Services Team Lead
Field Museum
11.2024 - Current
Guest Relations Ambassador
Shedd Aquarium
10.2022 - Current
Manager and Pizza Chef
Tomatoes APizza
01.2020 - 05.2022
Culinary Arts studies, Restaurant management
Schoolcraft College
General studies
Oakland Community College
High School Diploma -
Birmingham Groves High School
Community Volunteer
Various, Community Volunteer, 2018-01, 2022-05, I've been a community volunteer for numerous organizations including the Detroit Riverfront Conservancy, Gleaners Food Bank and the Salvation Army.