{"id":3019761,"url":"https://alion.io/job/ssa-group-guest-experience-manager","title":"Guest Experience Manager","company":{"id":2229084,"name":"SSA Group","domain":"ssagroup.com","url":"https://alion.io/company/ssagroup-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":93,"open_postings":177,"ghost_share":0,"stale_share":0.277,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Honolulu, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":70000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":331},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T04:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T23:35:24Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position Title: Guest Experience Manager \n\nReports to: General Manager \n\nJob Description:\nThe 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.\nAs 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. \nResponsibilities may consist of (but not limited to):\nGuest Experience & Operational Oversight\nEnsures delivery of 452 Hospitality across all group sales and guest-facing interactions.\nProvides leadership oversight of guest experience operations relevant to group sales and admissions functions.\nOversees Contact Center operations to ensure service standards, responsiveness, and guest satisfaction.\nDesigns, implements, and evaluates performance incentives for frontline guest experience and group sales teams.\nAccountable for labor efficiency related to group sales and guest experience functions.\nOversees adherence to cash handling procedures and partners with Administrative Operations to address compliance issues.\nTroubleshoots escalated POS and system issues, partnering with SSA IT Systems as needed.\nLeads service recovery efforts for escalated guest concerns and complex group-related issues.\nLeadership & People Management\nProvides direct leadership and oversight for Guest Experience Roles which may include a combination of: Admissions, Contact Center, Events, Group Sales, and Membership.\nOwns hiring decisions, onboarding, training, and ongoing performance management for Guest Experience Team.\nCoaches and develops team members, setting clear expectations and providing regular feedback.\nPartners with fellow in-unit leaders on staffing plans, coverage needs, and workload prioritization\nContributes to performance documentation and corrective action as needed, in alignment with SSA People Ops practices.\nDevelops succession and growth plans for team members within the Guest Experience Team.\n\nGuest Experience Strategy & Revenue Ownership\nOwns Guest Experience revenue performance, including achievement of established sales goals associated with a combination of: Admissions, Events, Group Sales, and Membership.\nDevelops, executes, and adjusts strategies in partnership with the Central Admissions Team.\nOversees corporate, reseller, and school group partnerships, driving growth and long-term relationship value\nLeads business development efforts to expand corporate, community, and reseller partnerships\nAnalyzes sales performance, pipeline health, and conversion trends to inform forecasting and strategic adjustments.\nPartners with site leadership and client to align initiatives with operational capacity and partner goals.\nAccountable for accurate and timely processing of orders, including POS setup, payment terms, invoicing, and accounts receivable oversight.\n\nCompliance, Standards & Brand Leadership\nEnsures compliance with all applicable local, state, and federal laws.\nUpholds and enforces SSA policies, procedures, and operational standards.\nConducts regular inspections and reviews to identify service, performance, or compliance opportunities.\nMaintains a clean, safe, and organized work environment.\nServes as a visible leader modeling professionalism, accountability, and guest-focused service.\n\nIDEA + Belonging \nPromotes an inclusive, supportive, and respectful team culture\nActively removes barriers and supports growth opportunities for team members\nLeads by example in sustainability and conservation efforts and integrates these values into daily operations\nEngages in community outreach and unit-led initiatives that support giving back\nJob Requirements \nThrives in a fast-paced environment. \nComfortable supporting oversight in specific areas of the Guest Services Department. \nDeveloped interpersonal and communication skills, including the ability to articulate to team onsite. \nDeveloped leadership skills with an understanding of the importance of team building/development, while fostering partnerships. \nGoal-oriented and flexible to meet the needs of the operation. \nDemonstrates desire to help the team succeed. \nDriven by cultural attractions and the environment they support. \nPeople person that is guest service oriented. \nComfortable in a sales role, meeting goals and supporting a driven & informed experience. \nComputer knowledge and skill level for basic office functions. \nIndividual who brings excitement and opportunity to engage with the team and guests. \nResponsibly geared towards presenting a clean and welcome experience for guests through upholding sanitation requirements. \n\nPrevious Experience \n3+ years of experience in hospitality, admissions, sales, or guest experience operations\n2+ years in a revenue-driven sales or business development role\n2+ years of people leadership or team supervision\nMust be 18 years or older\nThis is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The Company 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).\n\nCompensation and Benefits \nFull-Time, Exempt\n$75 monthly cell phone stipend\nFlex Time Off: no accruals; employees are encouraged to schedule time off as needed within business scope.\nMedical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable.\nParticipation 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).\nShort-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave\nParental Leave: Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event.\nSSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Bonding and your family’s serious medical conditions.\nUp to 5 days Paid Bereavement Leave\nOn-Demand Pay Program: Get access to a portion of earned wages before payday.\nMeal Plan & Employee Discounts where applicable\nPaid sick leave is provided in accordance with applicable state and local laws. Accrual rates, caps, and usage rules vary by location.\n\nLocations include: Arizona, California, Chicago, Pittsburgh, Connecticut, Illinois, Massachusetts, Michigan, Minnesota, Missouri, New Mexico, New York, Rhode Island, Washington, D.C.. Colorado: 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). Maryland: 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. Washington: Employees accrue 1 hour of paid sick leave for every 40 hours worked, in accordance with the Seattle Paid Sick and Safe Time.","description_format":"text","description_chars":7634,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Catering & Food Services"],"lifecycle":[{"event":"open","at":"2026-10-21T17:32:35Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/ssa-group-guest-experience-manager","json_url":"https://alion.io/job/ssa-group-guest-experience-manager.json","meta":{"generated_at":"2026-10-24T00:32:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":787,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2229084},"rest":"https://alion.io/mcp/rest/get_company?id=2229084"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fssa-group-guest-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fssa-group-guest-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fssa-group-guest-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ssa-group-guest-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fssa-group-guest-experience-manager"}]}