Guest Experience Assistant Manager- Jacksonville Zoo and Botanical Gardens at SSA Group, LLC

Jacksonville, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jan, 26

Salary

0.0

Posted On

04 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Service, Leadership, Communication, Team Building, Problem Solving, Sales, Interpersonal Skills, Flexibility, Motivation, Sanitation, Training, Performance Analysis, Customer Experience, Operational Oversight, Cash Handling, Technology Troubleshooting

Industry

Hospitality

Description

Assistant Guest Experience Manager - Jacksonville Zoo and Botanical Gardens 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 and dedication. 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: Assistant Guest Experience Manager Reports to: Guest Experience Manager Responsibilities Deliver 452 Hospitality to ensure a memorable experience with every interaction Manage the daily operations of all aspects of guest experience, that are relevant to SSA oversight. Assist Guest Experience Manager in overseeing Guest Experience Team. Includes but is not limited to: hiring, training, coaching, daily shift placements/rotations, and more. Oversee Contact Center 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. Performs daily inspections of all aspects of the Guest Experience Department to ensure compliance with established service and performance levels. Ensures any areas of issue or opportunity are communicated directly to the necessary parties Ensure labor efficiency across all Guest Experience Staff. Monitors cash handling procedures and collaborates with the Administrative Operations team to ensure compliance with established protocols and reporting. Works to troubleshoot POS system issues as they arise and reports issues to the Technical Operations Lead 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 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 Thrives in a fast-paced environment. Comfortable supporting oversight in specific areas of the Guest Experience 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/development, while fostering partnerships Goal-oriented and flexible to meet the needs of the operation.. Demonstrates desire to help the team succeed. Ability to work varied hours/days, including nights, weekends and holidays, as needed. 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. Previous Experience Supervisor experience in guest experience. 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. 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) 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 Hourly, Non-Exempt. Pay is based on range in consideration of relevant job experience and certification/education Paid Time Off Medical | Dental | Vision 401 (K) Plan + Match Supplemental Insurance Training and Career Development Tuition Discount through Partnership College Parental Leave Meal Plan & Employee Discounts $50 monthly cell phone stipend 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").

Responsibilities

The Assistant Guest Experience Manager is responsible for managing daily operations related to guest experience and assisting in overseeing the Guest Experience Team. This includes hiring, training, coaching, and ensuring exceptional service is provided to guests.