Guest Experience Supervisor

SSA Group; Sanford, Northern (FL, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

On-Demand Pay

Meal Plan

401(k) with company match

Bereavement Leave (8 hours)

Job summary

SSA Group is seeking a Guest Experience Supervisor to lead admissions, ticketing, and guest services across multiple units. You will ensure smooth daily operations, train staff, and drive membership growth while maintaining a welcoming guest journey.

The role requires strong guest service abilities, leadership experience, and the flexibility to work varied hours, including nights and weekends. This on-site position supports SSA’s 452 Hospitality approach and standards.

Qualifications

• Strong interpersonal and communication skills for interaction with guests and management.
• Proven leadership and team development abilities in a fast-paced environment.
• Ability to solve problems, stay organized, and adapt to changing conditions.

Responsibilities

• Oversee day-to-day admissions and membership windows operations.
• Supervise ticketing, guest experiences, and package/membership growth goals.
• Train Guest Service Associates on facility info, showtimes, POS, and memberships.

Skills

Interpersonal skills

Leadership

Problem solving

Flexibility

POS knowledge

Physical stamina

Shift work

Tools

POS system

Job description

Position: Guest Experience Supervisor

Reporting Relationship: Guest Experience Operations Manager(s) or General Manager

Who are we:

For more than 50 years, SSA has partnered with cultural attractions to design the hospitality experience journey, freeing our partners to remain mission-focused.

We bring together admissions, culinary, and retail with innovation and human connection to shape a seamless guest journey.

Our focus is on people, innovation, and operational intelligence as a means to create special moments with lasting impact. We call it 452 Hospitality, the foundation of how we serve our partners and their communities.

Responsibilities

• Live out 452 Hospitality by delivering warm, welcoming, and memorable experiences for every guest and client.
• Responsible for the day-to-day functions of admissions and membership windows.
• Supervises 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 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 ensures 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 promotes 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 & 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

• Strong Interpersonal and communication skills, including the ability to articulate to Retail Management, team, and guests.
• Proven leadership skills with an understanding of the importance of team building/development, while fostering partnerships.
• General problem-solving/decision-making skills combined with the ability to be organized.
• Demonstrates the ability to remain flexible in a fast-paced environment.
• POS knowledge.
• Physical ability to stand for extended periods and to move and handle boxes (10-35lbs) as necessary to operate, which entails lifting, and perform all functions as set forth above.
• Ability to work varied hours/days, including nights, weekends, and holidays, as needed.

Previous Experience

• One-year Guest Service supervisor experience is a plus.
• Two to three years of ticketing, membership, or cultural attraction background.
• All educational backgrounds are eligible.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The General Manager 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

• Eligible to overtime pay.
• On-Demand Pay Program: Get access to a portion of earned wages before payday.
• Meal Plan & Employee Discounts at applicable locations.
• Participation in a 401(k) program with a 15% company match (must be 21 years or older, eligible after one year of employment with 1,000 hours worked, available to enroll during Open Enrollment Periods).
• Tuition Discount through Partnership College.
• Up to 8 hours of Bereavement Leave.
• Holiday pay of 1.5× the regular rate is provided for hours worked on Christmas Day and Thanksgiving Day.
• Paid sick leave is provided in accordance with applicable state and local laws.

Accrual rates, caps, usage rules vary by location.

Locations include:

Arizona, California, Chicago, Pittsburgh, Connecticut, Illinois, Massachusetts, Michigan, Minnesota, Missouri, New Mexico, New York, Rhode Island, Washington, D.C. Colorado: Employees accrue 1 hour of paid sick leave for every 30 hours worked, up to 48 hours per year, under the Healthy Families and Workplaces Act (HFWA). Maryland: Employees accrue at least 1 hour of paid sick and safe leave for every 30 hours worked, up to 40 hours per year, as required under the Maryland Healthy Working Families Act. Washington: Employees accrue 1 hour of paid sick leave for every 40 hours worked, in accordance with the Seattle Paid Sick and Safe Time.

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.