Gina Chapa
Dallas,TX
Summary
Experienced with executive leadership and strategic planning. Utilizes innovative approaches to drive business growth and operational excellence. Track record of effective team collaboration and achieving results.
Overview
26
26
years of professional experience
Work History
VP, Guest Experience
Dallas Mavericks
Dallas, TX
03.2024 - Current
- Establish a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Identify opportunities to improve business process flows and productivity.
- Implement and develop operational standards, policies and procedures. Lead strategic initiatives to enhance performance and efficiency.
- Cultivate relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
Vice President of Guest Experience
American Airlines Center
Dallas, TX
01.2018 - 03.2024
- Create a framework for our guest experience by assembling organizational leaders to act as champions and decision makers regarding prioritization of key initiatives, both short term and long term.
- Create, develop and maintain a broad evaluation tool related to guest service philosophy and service standards. Solicit feedback and create benchmarks to improve the fan experience. Oversee relationships with external secret shop and survey partners.
- Develop programs, policies and procedures to consistently provide the highest level of customer service to guests and assure effective coordination of activities during events and daily operations for all front-of-house staff.
- Manage customer service issues, provide solutions and service transformation. Deal directly with internal and external clients in regards to guest issues, events and suggestions.
- Develop incentive programs to build enthusiasm and reward employees for work accomplishments. Ignite passion and create an exceptional employment experience for staff.
- Directly supervise nine full-time employees (Director of Security, Security Manager, Security Assistant Managers, Guest Experience Managers, Guest Services Coordinators, Guest Services Scheduler).
- Plan, direct and oversee implementation of the comprehensive security system for the American Airlines Center to ensure safety, employees and guests.
- Oversee staff of 600+ employees to ensure safety, security and enjoyment of guests in accordance with the company policies and state laws. Responsible to maintain staffing levels necessary for successful operation of department, which may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees, addressing complaints and resolving problems.
- Develop and maintain partnership with local, state and federal law enforcement agencies to ensure current intelligence information regarding potential threats is shared and acted upon. Serve as liaison to Dallas Police, Dallas Fire & Rescue and FBI. Create, plan, execute and facilitate the policies and procedures for security officers, police, fire marshals and paramedics in compliance with agency directives.
- Directed strategic initiatives to enhance operational efficiency and profitability across all business units.
Senior Director of Guest Services and Security
American Airlines Center
Dallas, TX
10.2005 - 01.2018
- Provide departmental direction, oversight and leadership. Supervise the full-time Management Team (9) and oversee part-time staff (600). Includes Event Staff (Ushers, Ticket Takers, Event Security, Guest Service Reps, Greeters, Elevator Operators), Building Security, Tours, Wardrobe, EMT, Police and Fire Marshal.
- Develop programs, policies and procedures to maintain highest level of customer service.
- Develop, forecast and manage Guest Services and Security staffing plans and annual budget ensuring budget compliance and efficiency.
- Compliance - Coordinate with promoters, teams, leagues and other clients to determine specific needs and ensure required/requested services are provided.
- Responsible for maintaining staffing requirements, talent acquisition, development, recognition and discipline.
- Plan, direct and oversee comprehensive security system to ensure safety of facility, employees and guests.
- ADA coordination to develop, direct and implement programs for accommodation of guests with special needs.
- Risk Management - Developing emergency preparedness/evacuation and crisis management plans for facility and oversee training accordingly.
Guest Services Manager
American Airlines Center
Dallas, TX
05.2003 - 10.2005
- Directly supervise 400+ part-time employees, including Supervisors, Event Security, Ticket Takers, Ushers and Guest Services Representatives. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems.
- Developed Training Program for new employees and veterans. Program includes policies and procedures, customer service, job-specific and department-specific training.
- Conducted Security License Training and license application administration for non-commissioned security officers per the Texas Commission on Private Security.
- Employee Relations representative - counsel staff on work issues, disciplinary actions, problems, policies and procedures. Liaison between staff and management.
- Develop incentive programs to build enthusiasm and reward employees for work accomplishments.
Event Staffing Manager
Adecco for Cirque du Soleil
Dallas, TX
12.2002 - 02.2003
- Recruit, interview and hire 500 associates as event staff in partnership with Cirque Du Soleil Alegria.
- Plan, coordinate and execute group orientations.
- Manage 150 event staff including general labor, ushers, concessions/merchandising sales, VIP and kitchen.
Program Manager
MTZ Meetings
Dallas, TX
03.2000 - 09.2002
- Oversee planning and execution of assigned meetings, symposia and conferences. Research, negotiate and contract venues and vendors within budget guidelines.
- Collaborate with vendors, hotels, and venues regarding attendance, rooming lists, food and beverage, staffing, rentals, décor, entertainment, room set up, a/v and special requests.
- Create and distribute all communication and correspondence to participants and vendors/contractors.
Education
Master of Fine Arts -
City University of New York, Brooklyn College
Brooklyn, NYBachelor of Arts -
Angelo State University
San Angelo, TXInternational Studies
Webster University
Geneva, SwitzerlandSkills
- Created, implemented and executed Guest Experience philosophy and recognition program for all building employees
- Winner of the AAC Challenge Platinum Award for MOST INNOVATIVE IDEA for generating revenue
- Winner of NHL Security Professional of the Year Award 2018
- Winner of the NBA Pete Winemiller Guest Experience Innovation Award 2022
Timeline
VP, Guest Experience
Dallas Mavericks
03.2024 - Current
Vice President of Guest Experience
American Airlines Center
01.2018 - 03.2024
Senior Director of Guest Services and Security
American Airlines Center
10.2005 - 01.2018
Guest Services Manager
American Airlines Center
05.2003 - 10.2005
Event Staffing Manager
Adecco for Cirque du Soleil
12.2002 - 02.2003
Program Manager
MTZ Meetings
03.2000 - 09.2002
International Studies
Webster University
Master of Fine Arts -
City University of New York, Brooklyn College
Bachelor of Arts -
Angelo State University