Candice Frazier

Promoted to Executive Director of Revenue, continuing responsibilities of the Director of Revenue while additionally managing leasing operations and overseeing Downtown OWA shopping center.

• Create, manage and monitor annual budgets of up to $7.5 million ensuring fiscal responsibility and alignment with organizational goals.
• Serve as Project Manager for new business developments forming budgets, working with construction, designing floor plans/brands, managing OSE/FFE procurement and executing grand opening events delivering projects within budget.
• Manage and update seven distinct brands, maintaining high standards of quality and brand integrity.
• Execute lease agreements and ensure tenant compliance with lease terms.
• Implemented technological improvements, reducing labor hours and business bottlenecks.
• Expanded organization's outreach, executing strategic partnerships with local schools and non-profit organizations to advance the organization's mission.

Oversee revenue generating departments including Guest Services, Retail, Sports & Games, 450-seat theater, and Group Sales.

• Oversaw departmental management, ensuring fiscal responsibility and long-term sustainability for the organization.
• Optimized revenue growth by developing and implementing strategic pricing initiatives.
• Established performance benchmarks for each department in alignment with the organization's strategic priorities.
• Negotiated contracts with vendors, securing favorable terms while adhering to budgetary constraints.
• Managed a diverse team of professionals, fostering a collaborative work environment for increased productivity.
• Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
• Represent organization at industry conferences and events.

• Managed inventory control and resource allocation for optimal operational efficiency in the Guest Services department.
• Streamlined park front gate entry and exit processes for improved efficiency and guest experience.
• Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
• Implemented staff training programs to reinforce customer service skills and elevate overall performance.
• Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
• Updated technology systems used at the front desk area resulting in faster response time.
• Handled front desk and guest services budget and outlined adherence plans for specific positions.
• Reviewed upcoming events and planned for expected challenges.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Proactively trained staff as a sales force to upsell season subscription and push promotions.

Served as Director and Systems Administrator implementing and managing the POS system, Admissions, a 6-person call center and Group Sales.

• Ensured maximum upsell opportunities by coaching and developing sales techniques for maximum revenue, ease of booking and seamless arrival check-in.
• Created programs, packages and pricing levels and led season pass sales by analyzing data to identify opportunities for improvement.
• Managed sales personnel for efficiency and accuracy in sales scripts and response times.
• Facilitated cross-functional collaboration for improved decision-making processes within organization to achieve optimal guest satisfaction.

• Toured and supervised all private and corporate events.
• Collected and maintained all legal agreements and licensing.
• Managed custodial team.
• Coordinated florists, photographers, and musicians for events.

• Achieved a surplus budget of 30k within fiscal despite initially planning for a deficit.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Expounded use of ticketing software to include all productions with proper tracking to produce statistical reporting that could be used for marketing and development purposes.

Planned and managed season subscription sales and distribution. Effectively managed logistics for promotional sales/grand openings/special events, programmed POS Systems and assisted with Development campaigns.

• Managed 700+ season subscriber accounts.
• Managed full-time, part-time and volunteer staff.
• Managed accounts receivable and bank deposits.
• Served on both Artistic and Audience Development Committees to choose artistic works and plan marketing initiatives to pair with concerts to strategically improve attendance and reach new audience demographics.