Cynthia Helmstetter
Philadelphia,PA
Summary
Experienced with guest service management and event coordination. Utilizes strong organizational skills to ensure smooth operations and exceptional guest satisfaction. Track record of effective communication and problem-solving in fast-paced settings.
Overview
17
17
years of professional experience
Work History
Hospitality Coordinator
Rhubarb Hospitality Collection
12.2024 - Current
- Supervise team members, providing guidance on best practices in customer service and operations management.
- Execute successful events ranging from off premise events to large scale weddings.
- Collaborate across departments to build successful teams to work events.
- Identify and resolved customer complaints involving staff.
- Monitor revenue decision making-processes to provide support and aid to senior leadership.
- Increase brand exposure through participation in local community events, fostering positive relationships with key stakeholders.
Visitor Engagement Manager
Museum of the American Revolution
12.2016 - 07.2024
- Manage floor operations and all staff during the entirety of event
- Train new servers in sequence of service
- Managed complex engagements involving multiple teams and large budgets, consistently meeting or exceeding expectations.
- Possess excellent hospitality skills
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Write timely event recap reports that are sent to senior staff
- Consulted with teams on established best practices and process improvements.
- Responsible for maintaining accurate server and pantry attendance
- Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.
- Communicate with culinary and pantry staff to ensure timely delivery of deliverables for each event
- Developed strong relationships with key stakeholders, resulting in long-term partnerships and increased revenue.
- Developed comprehensive training programs for new hires, increasing team efficiency and knowledge.
- Advocated for customer-centric approaches within team, leading to more tailored and effective solutions.
Visitor Engagement Manager
Museum of the American Revolution
12.2016 - 07.2024
- Managed floor and virtual operations of the Visitor Engagement department.
- Possess foundational knowledge of Raisers Edge NXT
- Reported attendance comparisons to senior management.
- Called lapsed members monthly to have them renew or upgrade their membership.
- Built framework for online ticketed programs through Galaxy Gateway ticketing system.
- Collaborated across departments to ensure that promotions and programs are communicated to guests.
- Worked with outside partners and museums to bring new audiences to the museum.
Visitor Services Manager
The Barnes Foundation
11.2010 - 09.2016
- Managed daily operations of the visitor services department, ensuring a seamless guest experience from entry to exit.
- Implemented and evaluated new ticketing options, discounts, and promotions
- Responsible for VS budget, revenue statistics and attendance tracking
- Worked closely with Protection Services, Facilities, Finance, Development, Education and Special Events staff in coordinating daily operations
- Conducted regular evaluations of staff performance, providing constructive feedback and opportunities for growth within the organization.
- Developed new ticketing system, reducing transaction times and boosting daily visitor capacity.
- Streamlined visitor registration process, resulting in reduced wait times and increased satisfaction.
Visitor Services Assistant Manager
The Barnes Foundation
11.2010 - 07.2015
- Initial architect of the guest experience for the Philadelphia Campus
- Onsite administrator and power user for accesso Siriusware ticketing system for 2012 opening
- Successfully welcomed 9,700 guests during the Opening Week of the Barnes Foundation
- Developed, designed, and fully implemented accesso Siriusware ticketing system for VS department
- Coordinated department budgets, daily deposits, and scheduled banking
- Attendance, admission, programs, and revenue reporting
- Created staff schedules for Visitor Services Assistants and Floor Supervisors
- Designed the department wide customer service policies and procedures manual
- Group reservations; check-in and onsite orientations including heavy bookings
Survey Assistant, VS Assistant, Exhibition Coordinator, Group Sales Assistant
Philadelphia Museum of Art
10.2007 - 10.2010
- Administration of onsite guest surveys to aid in grant procurement and visitor trend analysis.
- Generated reports including attendance statistics, current and future trending and general information for Membership and Group Sales departments.
- Assisted guests, visitors and VIP clientele with general information, way finding, and history.
- Consistently served as part of the top performing membership sales team.
- Successfully performed opening and closing duties for admissions and membership sales.
- Supervised special exhibition floor staff during the run of the exhibition.
- Troubleshot and resolved logistical and operational challenges.
Education
B.A - Classics and Political Science
University of Pittsburgh
04.2004
M.A. - Museum Communication
University of the Arts
05.2009
Skills
- Front office operations
- Problem-solving abilities
- Customer service
- Catering
- Multitasking ability
- Training expertise
- Event planning
- Reliability
- Guest services
- Strong organization
Timeline
Hospitality Coordinator
Rhubarb Hospitality Collection
12.2024 - Current
Visitor Engagement Manager
Museum of the American Revolution
12.2016 - 07.2024
Visitor Engagement Manager
Museum of the American Revolution
12.2016 - 07.2024
Visitor Services Manager
The Barnes Foundation
11.2010 - 09.2016
Visitor Services Assistant Manager
The Barnes Foundation
11.2010 - 07.2015
Survey Assistant, VS Assistant, Exhibition Coordinator, Group Sales Assistant
Philadelphia Museum of Art
10.2007 - 10.2010
M.A. - Museum Communication
University of the Arts
B.A - Classics and Political Science
University of Pittsburgh
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