Guest Experience - Guest Experience Coordinator, Membership and Events

SSA Group; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

SSA Group at the Los Angeles Zoo seeks a Guest Experience Coordinator to lead membership and event operations, ensuring exceptional service for guests. This role includes overseeing staff, managing guest interactions, and promoting an inclusive environment, perfect for individuals passionate about cultural attractions and guest satisfaction.

Benefits

Eligible for overtime pay

Vacation plan up to 144 hours based on tenure

Medical, Dental, Vision, and Life Insurance

401(k) program with 15% company match

Paid Leave for qualifying reasons

Tuition Discount through Partnership College

On-Demand Pay Program

Accrued paid sick leave

Qualifications

• Thrives in a fast-paced environment.
• One year in the hospitality industry required.
• 18 years or older.

Responsibilities

• Deliver exceptional guest experiences through service management.
• Oversee Guest Experience staff operations.
• Handle guest inquiries and service recovery.

Skills

Interpersonal skills

Communication skills

Customer service orientation

Job description

Guest Experience - Guest Experience Coordinator, Membership and Events

Los Angeles Zoo, Los Angeles, California, United States of America

Job Description

Posted Monday, June 2, 2025 at 4:00 AM | Expires Thursday, July 3, 2025 at 3:59 AM

SSA Group at Los Angeles Zoo is looking for a talented Guest Experience Coordinator to join our team!

Guest Experience Coordinator, Membership and Events

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 anddedication. 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 servedeserve it.

Position Title: Guest Experience Coordinator, Membership and Events

Reports to: Guest Experience Manager, Membership and Events

Responsibilities

• Deliver 452 Hospitality to ensure a memorable experience for every guest and client.
• Manage the daily operations of all aspects of membership and event operations, including guest experiences, that are relevant to SSA oversight.
• Oversee Guest Experience Staff, including but not limited to, interviewing, training, scheduling, and performance management.
• Oversee Contact Center staff and operations, ensuring callers are provided with exceptional service and inquiries/needs are resolved as quickly as possible.
• Ensure front line teams have information at their fingertips to quickly and efficiently service guests.
• Create, implement, and analyze performance incentives for front line staff.
• Ensure labor efficiency across all Guest Experience Staff.
• Performs daily inspections of all aspects of membership and event operations to ensure compliance with established service and performance levels. Ensures any areas of issue or opportunity are communicated directly to necessary parties.
• Monitors cash handling procedures and collaborates with the Administrative Operations team to ensure compliance with established protocols and reporting.
• Works to trouble-shoot POS system issues as they arise and reports issues to Guest Experience Manager and/or SSA IT Systems team as necessary.
• Creates exceptional member experience, fostering a sense of pride and belonging within the member community.
• 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 managesin accordance with all applicable local, state and federal laws.
• Perform other tasksdeemed necessary.
• Maintain a clean,safe and organized work environment.
• Uphold anddemonstrate 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.

Job Requirements

• Thrives in a fast-paced environment.
• Developed interpersonal and communication skills, including the ability to articulate to team onsite.
• 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.
• Computer knowledge and skill level for basic office functions.
• Individual who brings excitement and opportunity to engage with the team and guests.
• Responsibly geared towards presenting a clean and welcome experience for guests through upholding sanitation requirements.

Previous Experience

• One year in the hospitality industry.
• 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. 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

• Eligible for overtime pay.

• Vacation or Time Away From Work (TAFW) plan: up to 144 hours based on tenure.

• Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee

• Participation in a 401(k) program with a 15% company match (eligible after one year of employment).

• Up to 120 hours of Paid Leave for qualifying reasons including Parental Leave and yours or your families

• Up to 40 hours Paid Bereavement.

• Tuition Discount through Partnership College

• On-Demand Pay Program.

• Accrued paid sick leave provided in accordance with state law, state/location confirmed in job posting

SSA Group, LLC and its family of companies — including SSA Holdings, A&F Souvenir, and Behavioral Essentials — are equal opportunity employers. Employment for each position is offered through the specific affiliated entity that aligns with the business operation and location of the role. We are committed to diversity and inclusion in all hiring practices and welcome applicants from all backgrounds, recognizing that a diverse team strengthens our impact.

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" documentfor more information. By submitting your job application, you agree you have reviewed the "Fair Chance Ordinance - Know Your Rights" document.

SSA Group, LLC and its family of companies — including SSA Holdings, A&F Souvenir, and Behavioral Essentials — are equal opportunity employers. Employment for each position is offered through the specific affiliated entity that aligns with the business operation and location of the role. We are committed

to diversity and inclusion in all hiring practices and welcome applicants from all backgrounds, recognizing that a diverse team strengthens our impact.

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

Los Angeles Zoo, Los Angeles, California, United States of America