Guest Experience Manager, Membership and Events

SSA Group; Los Angeles (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading company in the cultural attractions industry is seeking a Guest Experience Manager, Membership and Events at the Los Angeles Zoo. This role involves managing event operations, enhancing guest experiences, and collaborating with various teams to drive membership growth. Candidates should thrive in fast-paced environments and possess strong interpersonal skills to lead and support team members effectively.

Benefits

Flexible vacation plan

Medical, Dental, Vision Insurance

401(k) with a 15% company match

Paid parental leave

Accrued paid sick leave

Qualifications

• Three years experience in the hospitality industry.
• Three years in people leadership.
• Fluency in Spanish preferred.

Responsibilities

• Manage daily operations of membership and event operations.
• Drive membership growth and retention.
• Deliver exceptional guest experiences.

Skills

Interpersonal skills

Communication skills

Leadership

Guest service orientation

Problem solving

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 looking for a talent Guest Experience Manager, Membership and Eventsto join our team!

Guest Experience Manager, 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 serve,deserve it.

Position Title: Guest Experience Manager, Membership and Events

Reports to: Assistant General Manager, Extended Services

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.
• Drives membership growth, retention, and strategies through metrics and guidance from a combination of in-unit peers, site leadership, and Admissions HQ team.
• Assists in developing and managing departmental budgets and financial forecasts.
• Collaborates with Learning & Development and Admissions HQ teams to train Guest ServiceCoordinators, Supervisors, and Associates on facility information, hospitality, bundles, POS, ticketing, and membership.
• 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 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 SSA IT Systems team as necessary.
• Creates exceptional member experience by leveraging creativity to design engaging initiatives, fostering a sense of pride and belonging within the member community.
• Collaborates closely with site leadership to create a unified approach to hospitality and an elevated guest experience.
• 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.
• Coach, supervise, and direct all department personnel so operational needs are met (financial, staffing, etc.).
• Recruit, hire, schedule, and train personnel as necessary.

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

• 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.
• Demonstrates exceptional proficiency in collaborating effectively with diverse team members to achieve common goals and develop comprehensive plans.
• 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 team 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.
• 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.
• Fluency in Spanish is preferred but not required.

Previous Experience

• Three years in hospitality industry.
• Three years in people leadership.
• 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)

Compensation and Benefits

• Final compensation determined by experience, education, and internal equity

• Flexible Vacation or Time Away From Work (TAFW) plan: no accruals; employees are encouraged toschedule time off as needed within business scope.

• Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employeepremiums 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; scaled-salary pay followingsubmission and approval of leave

• Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event

• (4) Week fully paid Parental leave following birth, adoption or foster event, can be coupled with BirthingParent Plan to extend above timeline

• Up to 5 days Paid Bereavement Leave

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

SSA Holdings and its affiliated companies, including SSA Group, A&F Souvenir, Cinchio Solutions, and Behavioral Essentials, are equal opportunity employers. We are committed to diversity and inclusion in our hiring practices and welcome applicants from all backgrounds. A diverse team strengthens our collective 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.

We accept applications for this position on a rolling basis. Apply anytime atthessagroup.com. Applications are reviewed as received, and the positionremains open until filled.

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