Hi! I'm Rachael. I love creative problem solving, excellent client service, and executing a strong brand. I'm almost always smiling.
Right now, I help music fans enjoy once in a lifetime experiences with Live Nation Entertainment, the world's largest live entertainment company. This year I oversaw a number of departments and managers to ensure our service standards were met for over 60 major tours produced this year between two venues. Prior to joining the Live Nation team, I was an assistant Guest Experience Manager at The Walt Disney Company, one of the world's leading producers of entertainment and information. There, I focused on providing our Cast Members (that's Disney lingo for staff!) with the support and motivation they need to create magic for our guests. Working with large entertainment companies has instilled me with the ability to effectively communicate internally and externally, recognize and maintain a brand, and creatively solve problems while exhibiting grace under pressure.
Travel is also a strong passion of mine. Last year I co-founded an independent travel agency where we plan everything from dream vacations to corporate trips. Our agency is Journey Genies Travel and I invite you to navigate through our website using the navigation bar above to find out more about the travel solutions we provide!
Originally from New York, I try to take advantage of everything the Queen City has to offer. When I'm not making magic in a concert venue or crafting vacations at my desk you'll likely find me kayaking, on a walk outside with my dog, or checking out a local brewery with my fiancé. I'm also an avid musician, specializing primarily in saxophone performance.
What I've Done
Live Nation Entertainment - US Concerts
Employee and Guest Experience Manager, since early 2018
I help plan and implement events at PNC Music Pavilion and Charlotte Metro Credit Union Amphitheatre in Charlotte. I oversee an employee roster of over 600 employees throughout disparate departments to achieve Live Nation's goal of creating once in a lifetime experiences for fans. On event days I oversee the safety and satisfaction of up to 19,500 guests in attendance, as well as staff. On non-event days I develop and implement new training and communications best practices, as well as resolve guest disatisfiers post-event. This year we launched two employee engagement and referral programs that increased our employee retention, event attendance, and employee morale.
Journey Genies Travel LLC
Co-Founder/Co-Owner, Founded 2017
Journey Genies provides travel planning and booking services for vacations and corporate travel. Our goal is to take the worry out of all parts of the travel experience with our knowledge of a number of destination. Specializing in Disney vacations, we've also planned trips to destinations in over 25 countries across the globe.
The Walt Disney Company
Assistant Guest Experience Manager, 2010-2018
I worked in management, operations, training, and class facilitation at one of the world's largest tourism destinations. My teams worked to create amazing and memorable experience for guests from all parts of the globe. I provided staff with the tools and motivation to consistently deliver the high-level of guest service that is expected as part of the Disney brand. My time with The Walt Disney Company taught me the importance of storytelling, communication, empathy, and being a resourceful leader.
Berklee College of Music
Masters of Business Administration, earned 2017
A continuous learner, I attended Berklee College of Music and graduated with my MBA in 2017. Berklee pushed me to expand my business acumen, world view, and creative problem solving ability. This program also challenged my work ethic, as I was earning my MBA while managing a full-time schedule with The Walt Disney Company. Berklee grew my love of learning, gifted me with inspiring peers, and strengthened my tolerance of adversity.
Rochester International Jazz Festival
Stage and Operations Management Intern, 2011
I worked with one of the Rochester International Jazz Festival's many venues in dual roles as stage manager and operations manager. This experience was my first swim in the pool of events management and professionalism. I oversaw venue staff, stagehands, vendors, performing acts, and guest safety. The independence I had in this role did great things for my confidence and leadership ability.
Nazareth College of Rochester
B.S in Music Business, earned 2012
I am thankful for my time at Nazareth College which cultivated my abilities and awareness of the world around me. Naz was where I learned what my passions are, how to start organization (co-founder of the Music Business Club), and how to balance my strengths with those of a team (as part of quartets, business programs, and other collaborative works). I had phenomenal professors across the disciplines who encouraged me to expand intellectually and question the norm.
At Live Nation I support two outdoor amphitheatres in Charlotte, Charlotte Metro Credit Union Amphitheatre and PNC Music Pavilion. These venues have capacities of 5,000 and 19,500 excited music fans, respectively. The differences between shows means flexibility in my role is very important to ensure many pieces of the operation are running effectively. With so many guests, staff, and weather challenges at a major outdoor venue I recognize the importance of safety as a top priority. Also of high importance is ensuring that our staff have the tools and empowerment to deliver excellent concert experiences to our guests. I do this by always working to be observant, delivering clear and consistent training, providing service recognition, and creating opportunities to surprise and delight our guests. See below for a number of ways I've accomplished this at our Charlotte Live Nation US Concert venues, along with other highlights from the season.
Have a question or business inquiry? Contact me for more information!