Position Title: Guest Experience Manager
Reports to: General Manager
Job Description:
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.
Responsibilities may consist of (but not limited to):
Guest Experience & Operational Oversight
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.
Leadership & People Management
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.
Guest Experience Strategy & Revenue Ownership
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.
Compliance, Standards & Brand Leadership
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.
IDEA + Belonging
Promotes an inclusive, supportive, and respectful team culture
Actively removes barriers and supports growth opportunities for team members
Leads by example in sustainability…