Guest Experience

2 weeks ago

Honolulu, Hawaii, United States SSA Group, LLC Full time $40,000 - $60,000 per year

Honolulu Zoo



Assistant 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: Assistant Guest Experience Manager 



Reports to: Guest Experience Manager 



Responsibilities 



Oversee the Guest Service Team in the absence of the Guest Services Manager. 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. Supervises 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 Associates and Supervisors 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 



Strong Interpersonal and communication skills, including the ability to articulate to Retail Management, team and guests. Proven leadership skills with an understanding of the importance of team building/development, while fostering partnerships. General problem solving/decision making skills combined with the ability to be organized. Demonstrates the ability to remain flexible in a fast-paced environment. POS knowledge. Physical ability to stand for extended periods and to move and handle boxes (10-35lbs) as necessary to operation, which entails lifting, and perform all functions as set forth above. Ability to work varied hours/days, including nights, weekends and holidays, as needed. 

Previous Experience 



Supervisor experience in guest experience. Must be 18 years or older. 

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The General Manager 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 



Hourly, Non-Exempt. Pay is based on range in consideration of relevant job experience and certification/education  Paid Time OffMedical | Dental | Vision 401 (K) Plan + Match Supplemental Insurance Training and Career DevelopmentTuition Discount through Partnership College Parental Leave Meal Plan & Employee Discounts $50 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"). 

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