SSA Group
Honolulu Zoo, 151 Kapahula Ave., Honolulu, Hawaii, United States of America
Job Description
SSA Group at Honolulu 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. Position Title: Guest Experience Manager Reports to: General Manager Overview
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 familys sense of love and dedication. We dont 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. 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 troubleshoot 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 and 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. Comfortable supporting oversight in specific areas of the Guest Services Department. Developed interpersonal and communication skills, including the ability to articulate to team onsite. Developed leadership skills with an understanding of the importance of team building and development, while fostering partnerships. Goal-oriented and flexible to meet the needs of the operation. 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 and informed experience. Individual who brings excitement and opportunity to engage with the team and guests. Responsible for presenting a clean and welcoming experience for guests by upholding sanitation requirements. Previous Experience
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). Equal Opportunity Employer statements: SSA Group, LLC is an equal opportunity employer and embraces 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, Exempt Final compensation determined by experience, education, and internal equity Flexible Vacation or Time Away From Work (TAFW) plan: no accruals; employees are encouraged to schedule time off as needed within business scope. Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable. Participation in a 401(k) program with a 15% company match (eligible after one year of employment). Short-Term Disability and Long-Term Disability, employer sponsored; salary continuation following submission and approval of leave. Birthing Parent Plan covers up to 6-8 weeks fully paid leave, based on the birthing event. 4 Weeks fully paid Parental leave following birth, adoption or foster event, can be coupled with Birthing Parent Plan to extend the timeline. Up to 5 days Paid Bereavement Leave $75 monthly cell phone stipend Accrued paid sick leave provided in accordance with state law, state/location confirmed in job posting. California Residents: By submitting your job application, you agree you have reviewed SSA Group California Consumer Privacy Act (CCPA) Candidate and Employee Privacy Notice. San Francisco Residents: We will consider for employment qualified applicants with arrest and conviction records. Please see the Fair Chance Ordinance document for more information. By submitting your job application, you agree you have reviewed the Fair Chance Ordinance document. Honolulu Zoo, 151 Kapahula Ave., Honolulu, Hawaii, United States of America #J-18808-Ljbffr
SSA Group at Honolulu 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. Position Title: Guest Experience Manager Reports to: General Manager Overview
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 familys sense of love and dedication. We dont 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. 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 troubleshoot 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 and 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. Comfortable supporting oversight in specific areas of the Guest Services Department. Developed interpersonal and communication skills, including the ability to articulate to team onsite. Developed leadership skills with an understanding of the importance of team building and development, while fostering partnerships. Goal-oriented and flexible to meet the needs of the operation. 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 and informed experience. Individual who brings excitement and opportunity to engage with the team and guests. Responsible for presenting a clean and welcoming experience for guests by upholding sanitation requirements. Previous Experience
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). Equal Opportunity Employer statements: SSA Group, LLC is an equal opportunity employer and embraces 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, Exempt Final compensation determined by experience, education, and internal equity Flexible Vacation or Time Away From Work (TAFW) plan: no accruals; employees are encouraged to schedule time off as needed within business scope. Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable. Participation in a 401(k) program with a 15% company match (eligible after one year of employment). Short-Term Disability and Long-Term Disability, employer sponsored; salary continuation following submission and approval of leave. Birthing Parent Plan covers up to 6-8 weeks fully paid leave, based on the birthing event. 4 Weeks fully paid Parental leave following birth, adoption or foster event, can be coupled with Birthing Parent Plan to extend the timeline. Up to 5 days Paid Bereavement Leave $75 monthly cell phone stipend Accrued paid sick leave provided in accordance with state law, state/location confirmed in job posting. California Residents: By submitting your job application, you agree you have reviewed SSA Group California Consumer Privacy Act (CCPA) Candidate and Employee Privacy Notice. San Francisco Residents: We will consider for employment qualified applicants with arrest and conviction records. Please see the Fair Chance Ordinance document for more information. By submitting your job application, you agree you have reviewed the Fair Chance Ordinance document. Honolulu Zoo, 151 Kapahula Ave., Honolulu, Hawaii, United States of America #J-18808-Ljbffr