Guest Experience Manager

SSA Group•Honolulu, HI

About The Position

The Guest Experience Manager is responsible for delivering 452 Hospitality while driving growth through outstanding guest service and operational excellence. The role elevates guest satisfaction at every touchpoint by analyzing performance metrics, guest feedback, and service trends to identify opportunities to improve the guest journey, increase retention, and support revenue growth. As a people leader, the manager recruits, trains, and develops a high-performing team, coaches team members on service standards, fosters accountability and continuous improvement, and manages performance to ensure consistent hospitality.

Requirements

At least 3 years of experience in hospitality, admissions, sales, or guest experience operations.
At least 2 years of experience in a revenue-driven sales or business development role.
At least 2 years of people leadership or team supervision experience.
Must be 18 years or older.
Thrives in a fast-paced environment and is comfortable supporting oversight in specific areas of the Guest Services Department.
Developed interpersonal and communication skills, including the ability to communicate with the onsite team.
Developed leadership skills and an understanding of team building and development while fostering partnerships.
Goal-oriented and flexible in meeting operational needs.
Demonstrates a desire to help the team succeed.
Interest in cultural attractions and the environments they support.
Guest-service-oriented and comfortable interacting with people.
Comfortable in a sales role, meeting goals, and supporting an informed, engaging experience.
Computer skills sufficient for basic office functions.
Brings excitement and opportunities to engage with the team and guests.
Committed to presenting a clean, welcoming guest experience by upholding sanitation requirements.

Responsibilities

Ensure delivery of 452 Hospitality across group sales and guest-facing interactions.
Provide leadership oversight of guest experience operations related to group sales and admissions.
Oversee Contact Center operations to maintain service standards, responsiveness, and guest satisfaction.
Design, implement, and evaluate performance incentives for frontline guest experience and group sales teams.
Manage labor efficiency for group sales and guest experience functions.
Oversee cash-handling procedures and partner with Administrative Operations to address compliance issues.
Troubleshoot escalated POS and system issues, partnering with SSA IT Systems as needed.
Lead service recovery for escalated guest concerns and complex group-related issues.
Provide direct leadership for Guest Experience roles, potentially including Admissions, Contact Center, Events, Group Sales, and Membership.
Make hiring decisions and oversee onboarding, training, and ongoing performance management for the Guest Experience Team.
Coach and develop team members by setting clear expectations and providing regular feedback.
Partner with in-unit leaders on staffing plans, coverage, and workload prioritization.
Contribute to performance documentation and corrective action in alignment with SSA People Ops practices.
Develop succession and growth plans for Guest Experience Team members.
Own Guest Experience revenue performance and achievement of sales goals across applicable functions, which may include Admissions, Events, Group Sales, and Membership.
Develop, execute, and adjust strategies in partnership with the Central Admissions Team.
Oversee corporate, reseller, and school group partnerships to drive growth and long-term relationship value.
Lead business development to expand corporate, community, and reseller partnerships.
Analyze sales performance, pipeline health, and conversion trends to inform forecasting and strategic adjustments.
Partner with site leadership and the client to align initiatives with operational capacity and partner goals.
Ensure accurate and timely order processing, including POS setup, payment terms, invoicing, and accounts receivable oversight.
Ensure compliance with applicable local, state, and federal laws and uphold SSA policies, procedures, and operational standards.
Conduct regular inspections and reviews to identify service, performance, or compliance opportunities.
Maintain a clean, safe, and organized work environment.
Model professionalism, accountability, and guest-focused service as a visible leader.
Promote an inclusive, supportive, and respectful team culture; remove barriers and support team members' growth opportunities.
Lead by example in sustainability and conservation efforts and integrate these values into daily operations.
Engage in community outreach and unit-led initiatives that support giving back.

Benefits

$75 monthly cell phone stipend.
Flex Time Off with no accruals; employees are encouraged to schedule time off as needed within business scope.
Medical, dental, vision, life insurance, and other voluntary benefits for employees and their families; employee premiums apply.
401(k) program with a 15% company match, subject to eligibility requirements.
Employer-sponsored short-term and long-term disability.
Paid parental leave for birthing parents, up to 6–8 weeks based on the birthing event.
Up to 120 hours of SSA paid leave for qualifying reasons, including parental bonding and serious family medical conditions.
Up to 5 days of paid bereavement leave.
On-Demand Pay Program providing access to a portion of earned wages before payday.
Meal plan and employee discounts where applicable.
Paid sick leave in accordance with applicable state and local laws; accrual rates, caps, and usage rules vary by location.