Guest Experience Manager

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This range is provided by SSA Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$70,000.00/yr - $75,000.00/yr

SSA Group at Connecticut's Beardsley Zoo is looking for a talented Guest Experience Manager to join our team!

All applications should be submitted within 7-days following posting of the job; applications will be prioritized based upon time submitted and may not be reviewed beyond this time. The employer reserves the right to shorten or expand this timeframe as necessary to the job scope.

Guest Experience Manager

General Manager

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.

• 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.
• Drive ticket packages and membership growth through daily goals of staff.
• Train Guest Service Supervisors and Associates on facility information, showtimes, packages, POS, ticketing and membership.
• Perform 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.

• 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.

• Thrives in a fast-paced environment.
• Comfortable supporting oversight in specific area of the Guest Services Department.
• Developed interpersonal and communications skills, including the ability to articulate to team onsite.
• Developed leadership skills with an understanding of the importance of team building/development, while fostering partnerships.
• Goal‑oriented and flexible to meet the needs of the operation.
• Demonstrates desire to help the teams 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.
• In…