Guest Experience Manager

SSA Group•Rochester, NY

10d•Onsite

About The Position

The Guest Experience Manager is responsible for delivering 452 hospitality while driving growth through outstanding guest service and operational excellence. This role focuses on elevating guest satisfaction at every touchpoint. By analyzing performance metrics, guest feedback, and service trends, the Guest Experience Manager identifies opportunities to enhance the guest journey, increase retention, and support revenue growth objectives. As a people leader, the Guest Experience Manager recruits, trains, and develops a high-performing team dedicated to hospitality excellence. This position requires coaching team members on service standards, fostering a culture of accountability and continuous improvement, and managing performance to ensure consistent delivery of 452 hospitality.

Requirements

3+ years of experience in hospitality, admissions, sales, or guest experience operations
2+ years in a revenue-driven sales or business development role
2+ years of people leadership or team supervision
Must be 18 years or older
Thrives in a fast-paced environment.
Comfortable supporting oversight in specific areas of the Guest Services 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.
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.

Responsibilities

Ensures delivery of 452 Hospitality across all group sales and guest-facing interactions.
Provides leadership oversight of guest experience operations relevant to group sales and admissions functions.
Oversees Contact Center operations to ensure service standards, responsiveness, and guest satisfaction.
Designs, implements, and evaluates performance incentives for frontline guest experience and group sales teams.
Accountable for labor efficiency related to group sales and guest experience functions.
Oversees adherence to cash handling procedures and partners with Administrative Operations to address compliance issues.
Troubleshoots escalated POS and system issues, partnering with SSA IT Systems as needed.
Leads service recovery efforts for escalated guest concerns and complex group-related issues.
Provides direct leadership and oversight for Guest Experience Roles which may include a combination of: Admissions, Contact Center, Events, Group Sales, and Membership.
Owns hiring decisions, onboarding, training, and ongoing performance management for Guest Experience Team.
Coaches and develops team members, setting clear expectations and providing regular feedback.
Partners with fellow in-unit leaders on staffing plans, coverage needs, and workload prioritization.
Contributes to performance documentation and corrective action as needed, in alignment with SSA People Ops practices.
Develops succession and growth plans for team members within the Guest Experience Team.
Owns Guest Experience revenue performance, including achievement of established sales goals associated with a combination of: Admissions, Events, Group Sales, and Membership.
Develops, executes, and adjusts strategies in partnership with the Central Admissions Team.
Oversees corporate, reseller, and school group partnerships, driving growth and long-term relationship value.
Leads business development efforts to expand corporate, community, and reseller partnerships.
Analyzes sales performance, pipeline health, and conversion trends to inform forecasting and strategic adjustments.
Partners with site leadership and client to align initiatives with operational capacity and partner goals.
Accountable for accurate and timely processing of orders, including POS setup, payment terms, invoicing, and accounts receivable oversight.
Ensures compliance with all applicable local, state, and federal laws.
Upholds and enforces SSA policies, procedures, and operational standards.
Conducts regular inspections and reviews to identify service, performance, or compliance opportunities.
Maintains a clean, safe, and organized work environment.
Serves as a visible leader modeling professionalism, accountability, and guest-focused service.
Promotes an inclusive, supportive, and respectful team culture.
Actively removes barriers and supports growth opportunities for team members.
Leads by example in sustainability and conservation efforts and integrates these values into daily operations.
Engages in community outreach and unit-led initiatives that support giving back.

Benefits

$75 monthly cell phone stipend
Flex Time Off: no accruals; employees are encouraged to schedule time off as needed within business scope.
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).
Short-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave.
Parental Leave: Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event.
SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Bonding and your family’s serious medical conditions.
Up to 5 days Paid Bereavement Leave.
On-Demand Pay Program: Get access to a portion of earned wages before payday.
Meal Plan & Employee Discounts where applicable.
Paid sick leave is provided in accordance with applicable state and local laws. Accrual rates, caps, and usage rules vary by location.
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).
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.
Employees accrue 1 hour of paid sick leave for every 40 hours worked, in accordance with the Seattle Paid Sick and Safe Time.