Director of Experiential Guest Services

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

⏰ Full Time

🔴 Lead

👔 Director

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SSA Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1971

🏨 Hospitality

🛒 Retail

☁️ SaaS

Hospitality • Retail • SaaS

SSA Group is a 50-year-old services company that partners with cultural attractions including zoos, museums, and aquariums to provide bundled guest-facing services: retail, admissions (digital ticketing), dining/food/catering, and integrated operations. They focus on driving revenue, innovation, and mission-focused guest experiences for more than 80 attractions, offering technology-enabled ticketing, retail strategy, food service, and partnership management.

📋 Description

• Own the strategy, growth, and performance of SSA’s experiential guest offerings, including attraction guest photography, face painting, temporary tattoos, caricature artists, and emerging service lines • Develop the experiential services business line from concept through execution • Establish the operating model, service standards, staffing structures, workflows, and quality benchmarks • Identify and pursue expansion opportunities across existing and prospective partner locations • Build business cases and present new experiential programs to partner and executive stakeholders • Lead new program launches from proposal through opening • Set and deliver revenue and margin targets, forecast accurately, and drive corrective action when results trend off plan • Establish equipment, technology, and inventory management standards • Evaluate and manage vendor relationships, imaging platforms, and equipment sourcing • Drive per-capita spend through pricing strategy, package design, product mix, upselling, and venue placement • Partner with Growth on promotional strategy, merchandising, and campaigns • Recruit, train, and develop talent • Build training programs, KSAs, and career pathing with the People Department • Serve as senior point of contact for experiential services with General Managers and Regional Vice Presidents • Align programs to each partner’s brand and guest expectations • Travel regularly to partner institutions, including weekends and peak operating periods

🎯 Requirements

• Prior experience operating an attraction guest photography business with direct accountability for revenue and operational performance • Strong working knowledge of experiential guest services, including guest photography, face painting, temporary tattoos, caricature artists, and comparable offerings • Demonstrated success building a business line or program from the ground up • P&L ownership experience, including budgeting, forecasting, and delivering against revenue and margin targets • Proven ability to develop new business and present effectively to partner and executive stakeholders • Experience leading distributed, multi-site teams and seasonal or high-turnover workforces • Background in cultural attractions, zoos, aquariums, museums, or comparable guest-facing hospitality environments • Bachelor’s degree in business, hospitality, marketing, or a related field preferred, or equivalent combination of education and demonstrated leadership experience • Regular travel to partner institutions, including weekends and peak operating periods • Ability to walk and tour venues for extended periods • Flexible availability during peak seasonal periods as business requires

🏖️ Benefits

• $75 monthly cell phone stipend • Bonus eligible based on company performance and guidelines outlined by your manager • 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 you and your family; employee premiums applicable • Participation in a 401(k) program with a 15% company match, subject to eligibility requirements • Employer-sponsored Short-Term Disability and Long-Term Disability • Parental Leave: Birthing Parent Plan covers up to 6–8 weeks fully paid leave • SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons • Up to 5 days Paid Bereavement Leave • On-Demand Pay Program • Meal Plan and Employee Discounts where applicable • Paid sick leave in accordance with applicable state and local laws