Guest Experience Manager, Membership and Events

SSA Group; Los Angeles (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

SSA Group at the Los Angeles Zoo is seeking a Guest Experience Manager to enhance guest experiences through exceptional hospitality. This role involves managing membership and event services, driving growth, and leading a dedicated team in a dynamic environment focused on inclusivity and community engagement.

Benefits

Flexible time-off policy

Comprehensive health benefits

401(k) with 15% company match

Disability insurance

Paid parental leave

Paid sick leave

Qualifications

• Minimum three years in the hospitality industry.
• Minimum three years in people leadership roles.
• Fluency in Spanish preferred.

Responsibilities

• Manage daily operations of membership and event services.
• Drive membership growth through strategic initiatives.
• Train staff on hospitality standards and procedures.

Skills

Interpersonal skills

Communication skills

Leadership

Guest service-oriented

Sales skills

Adaptability

Job description

Guest Experience Manager, Membership and Events

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

Job Description

Posted Friday, May 23, 2025 at 5:00 AM

SSA Group at Los Angeles Zoo is seeking a talented Guest Experience Manager, Membership and Events to join our team!

Who are we: SSA Group collaborates with zoos, aquariums, museums, and other cultural attractions to enhance dining, retail, admissions, and more. With 50 years of experience, SSA is dedicated to innovation, sustainability, and inclusivity, transforming the cultural attraction industry.

Built by families for families, SSA customizes best practices to elevate guest experiences and support our partners' missions, ensuring guests and communities are valued and served.

Position Title: Guest Experience Manager, Membership and Events

Reports to: Assistant General Manager, Extended Services

Responsibilities

1. Deliver exceptional hospitality to create memorable experiences for guests and clients.
2. Manage daily operations of membership and event services, ensuring quality and compliance.
3. Drive membership growth and retention through strategic initiatives and collaboration with team members.
4. Assist in developing and managing departmental budgets and financial forecasts.
5. Train staff on facility information, hospitality standards, POS systems, ticketing, and membership procedures.
6. Conduct daily inspections to ensure service quality and address issues proactively.
7. Oversee cash handling and collaborate with administrative teams to ensure protocol adherence.
8. Troubleshoot POS system issues and coordinate with IT support as needed.
9. Create engaging initiatives to enhance member experience and foster community pride.
10. Work closely with site leadership to ensure a unified approach to hospitality.
11. Motivate staff to perform at their best and deliver excellent guest service.
12. Handle guest inquiries, issues, and complaints with professionalism and service recovery skills.
13. Ensure compliance with all applicable laws and regulations.
14. Maintain a clean, safe, and organized work environment.
15. Uphold company policies and procedures.
16. Recruit, hire, schedule, and train department personnel.

IDEA + Belonging

1. Promote inclusivity and support within the team and across units.
2. Remove barriers and empower team members at all levels.
3. Lead by example in sustainability and conservation efforts.
4. Engage in community activities and initiatives that give back.

Job Requirements

• Ability to thrive in a fast-paced environment.
• Support oversight in specific Guest Services areas.
• Strong interpersonal and communication skills.
• Effective collaboration with diverse team members.
• Leadership skills with a focus on team development.
• Goal-oriented and adaptable to operational needs.
• Passion for cultural attractions and environment.
• Guest service-oriented with a friendly demeanor.
• Comfortable with sales and achieving goals.
• Proficient in basic office computer functions.
• Bring enthusiasm and opportunities for engagement.
• Maintain sanitation standards for guest safety.
• Fluency in Spanish is preferred but not required.

Previous Experience

• Minimum three years in the hospitality industry.
• Minimum three years in people leadership roles.
• Must be 18 years or older.

This description is not exhaustive; SSA Group reserves the right to modify responsibilities as needed.

Compensation and Benefits

• Final salary based on experience and education.
• Flexible time-off policy; schedule as needed.
• Comprehensive health and voluntary benefits.
• Participation in 401(k) with 15% company match (after one year).
• Disability insurance and paid parental and bereavement leave.
• Paid sick leave as per state law.

SSA Group is an equal opportunity employer committed to diversity and inclusion. Applicants from all backgrounds are encouraged to apply.

By applying, you acknowledge review of privacy notices and fair chance policies as applicable.

Applications are accepted on a rolling basis at thessagroup.com until the position is filled.