Guest Experience - Assistant Operations Manager

SSA Group, LLC•Bridgeport, CT

About The Position

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.

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 operation, which entails lifting, and perform all functions as set forth above.
Ability to work varied hours/days, including nights, weekends and holidays, as needed.
Supervisor with experience in guest experience.
Must be 18 years or older.

Responsibilities

Oversee the Guest Service Team in the absence of the Guest Services Manager.
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 and Supervisors 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.
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

Benefits

Full-Time, non-exempt, eligible for overtime pay.
Paid Time Off plan: up to 144 hours based on tenure.
Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable.
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).
SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Leave and your or your family’s serious medical conditions.
Up to 40 hours Paid Bereavement.
On-Demand Pay Program: Get access to a portion of earned wages before payday.
Meal Plan & Employee Discounts where applicable
Tuition Discount through Partnership College
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, and usage rules vary by location.