Guest Experience - Lead

SSA Group, LLC • Los Angeles, CA

4d

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

• Thrives in a fast-paced environment.
• Developed interpersonal and communication skills, including the ability to communicate via email, telephone, and face-to-face.
• 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.
• A people person who is guest service-oriented.
• Computer knowledge and skill level for basic office functions.
• An 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.
• One year in the hospitality industry.
• Must be 18 years or older.

Responsibilities

• Live out 452 Hospitality by delivering warm, welcoming, and memorable experiences for every guest and client.
• Responsible for leading Contact Center operations, including answering phones, emails, and incoming mail related to Guest Service operations relevant to SSA oversight.
• Ensure the Contact Center team can easily access necessary information to efficiently respond to guest inquiries.
• Collaborates with the Administrative Operations team to ensure compliance with established protocols and reporting.
• Handle guest issues, inquiries, and complaints; perform service recovery as needed.
• Perform other tasks deemed necessary.
• Maintain a clean, saf,e and organized work environment.
• Uphold and demonstrate a complete understanding of company policies and procedures.

Benefits

• Eligible for 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, and usage rules vary by location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed