Description
Guest Experience Manager
Who are we:
SSA Group works with zoos, aquariums, museums, and other cultural attractions on integrating dining, retail, admissions and more. We increase revenue opportunities for partners across the United States. With 50 years in the business, SSA has refined the basics while pioneering better ways forward. With pillars of focus like sustainability, inclusivity, and innovation, SSA is transforming the cultural attraction industry.
SSA was built by families, for families, with a family’s sense of love and dedication. We don’t just rely on the best practices in our industry, we customize best practices for each partner to set the bar higher and higher, always. We do all we can to further the mission of our partners because their guests and the communities they serve, deserve it.
Position Title: Guest Experience Manager
Reports to: General Manager
Responsibilities
Perform the steps of SSA EXTRA Guest Service to ensure a memorable experience for every guest and client.
Responsible for the day-to-day functions of admissions and membership windows.
Manage the daily operations of all aspects of ticketing operations and guest experiences applicable to SSA oversight.
Drives ticket packages and membership growth through daily goals of staff.
Trains Guest Service Supervisors and Associates on facility information, showtimes, packages, POS, ticketing and membership.
Performs daily inspections of all aspects of the ticketing operations to ensure compliance with established service and performance levels. Ensures any areas of issue or opportunity are communicated directly to Operations Manager.
Monitors cash handling procedures and ensure compliance with established protocols and reporting.
Works to trouble-shoot POS system issues as they arise.
Motivates all staff to perform their duties to the best of their abilities and promote an overall best guest experience.
Handle guest issues, inquiries and complaints; perform service recovery as needed.
Remains knowledgeable of and manages in accordance with all applicable local, state and federal laws.
Perform other tasks deemed necessary.
Maintain a clean, safe and organized work environment.
Uphold and demonstrate a complete understanding of company policies and procedures.
IDEA + Belonging
Promote an inclusive & supportive approach within the Brand team, with networking continuing at all units.
Focuses on removing barriers and empowering growth and opportunity for team members at all levels.
Leads by example through Sustainability/Conservation efforts; displays knowledge of efforts in business application as well as giving adequate opportunity for teaching to unit staff as necessary.
Engages with SSA/Unit in driving community effort through engagement activities and focus. On opportunities of giving back.
Job Requirements
Thrives in a fast-paced environment.
ComfortablesupportingoversightinspecificareasoftheGuestServicesDepartment.
Developed interpersonal and communication skills, including the ability to articulate to team onsite.
Developedleadershipskillswithanunderstandingoftheimportanceofteam building/development, while fostering partnerships.
Goal-oriented and flexible to meet the needs of the operation.
Demonstrates desire to help the team succeed.
Driven by cultural attractions and the environment they support.
People person that is guest service oriented.
Comfortable in a sales role, meeting goals and supporting a driven & informed experience.
Computer knowledge and skill level for basic office functions.
Individualwhobringsexcitementandopportunitytoengagewiththeteamandguests.
Responsiblygearedtowardspresentingacleanandwelcomeexperienceforguests through upholding sanitation requirements.
Previous Experience
Three years in guest management.
Mustbe18yearsor older.
This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. SSA Group reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technological developments)
SSA Group, LLC. is an equal opportunity employer. We embrace diversity and equal opportunity through our commitment to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
Compensation and Benefits
Full-Time
Salary – based on range in consideration of relevant job experience and certification/education; if position is physically in Colorado or California, salary range will be posted above following EPFEW Act
Vacation or TAFW (time away from work) Plan – we want our team to take time as they need, so don’t accrue hours but rather give you freedom to schedule within scope of the business and your needs
Medical, Dental, Vision, Life Insurance; employee premiums applicable
Short-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave
Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on birthing event
(4) Week fully paid Parental leave following birth, adoption or foster event, can be coupled with Birthing Parent Plan to extend above timeline
401k program, eligible for enrollment after (1) year of employment during January or June open enrollment periods, company is not matching at this time
$75 monthly cell phone stipend
All California Residents: By submitting your job application, you agree you have reviewed the SSA Group California Consumer Privacy Act (CCPA) Candidate and Employee Privacy Notice ("Notice").
San Francisco Residents: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Please see the "Fair Chance Ordinance - Know Your Rights" document for more information. By submitting your job application, you agree you have reviewed the "Fair Chance Ordinance - Know Your Rights" document.
