Director of Experiential Guest Services

Director of Experiential Guest ServicesPosition Title: Director of Experiential Guest ServicesReports to: EVP Guest ExperienceJob Description:The Director of Experiential Guest Services owns the strategy growth and performance of SSAs experiential guest offerings attraction guest photography face painting temporary tattoos caricature artists and emerging service lines. This is a builders role: the Director is responsible for developing this line of business from concept through execution establishing the operating model defining service standards and driving profitable growth across SSAs portfolio of partner locations. The Director ensures opportunities measure to market performance and viability partnering with Growth and Regional Vice President for pipeline opportunities. Sets and delivers revenue and margin targets partnering closely with location leadership for operational implementation and continued success. Partners with key stakeholders to ensure every experiential touchpoint enhances the guest visit and strengthens SSAs relationship with its partners. Success in this role means turning a set of individual services into a scalable repeatable high-performing line of Development & Revenue GrowthIdentify and pursuing expansion opportunities for SSAs pipeline and successful program launches in partnership with Growth team and Regional Vice and pursue expansion opportunities across existing and prospective partner locationsBuild the business case and present new experiential programs alongside RVP and/or GM to partner and executive stakeholdersLead new program launches from proposal through openingInfluence annual revenue growth targets for the experiential portfolio forecast accurately and drive corrective action with the P&L owner when results trend off planOperating StrategyDesign and document the operating model including staffing structures workflows and quality benchmarks across all service linesEstablish equipment technology and inventory management standards utilizing existing enterprise toolsMonitor execution against standards and refine the model as the business scalesEvaluate and manage vendor relationships imaging platforms and equipment sourcing to support quality efficiency and scalabilityRevenue Optimization & Guest EngagementThe Director drives per-capita spend growth by shaping pricing packaging and guest-facing merchandising in partnership with Growth (marketing).Drive per-capita spend through pricing strategy package design and product mixImprove capture and conversion rates through upselling programs and placement/flow within each venuePartner with Growth (marketing) on promotional strategy on-site merchandising and campaigns that increase guest awareness and participationTeam Leadership & Partner RelationsThe Director builds the talent pipeline and standards that let this business scale and serves as the senior point of contact for experiential services for General Manager and Regional Vice President of the train and develop talentBuild training programs KSAs and career pathing in partnership with People Department that support consistent execution at scaleServe as the senior point of contact for experiential services with SSAs General Manager and Regional Vice President aligning programs to each partners brand and guest expectationsEducation & ExperiencePrior experience operating an attraction guest photography business with direct accountability for revenue and operational performanceStrong working knowledge across the full range of experiential guest services including guest photo face painting temporary tattoos caricature artists and comparable offeringsDemonstrated success building a business line or program from the ground up not solely managing an established operationP&L ownership experience including budgeting forecasting and delivering against revenue and margin targetsProven ability to develop new business and present effectively to partner and executive stakeholdersExperience leading distributed multi-site teams and seasonal or high-turnover workforcesBackground in cultural attractions zoos aquariums museums or a comparable guest-facing hospitality environmentBachelors degree in business hospitality marketing or a related field preferred or the equivalent combination of education and demonstrated leadership experiencePosition RequirementsRegular travel to partner institutions expected including weekends and peak operating periodsAble to walk and tour venues for extended periods Flexible availability during peak seasonal periods as business requiresWork EnvironmentThe Director operates across a portfolio of active partner institutions each with the fast-paced high-energy characteristics of cultural attraction operations and works cross-functionally with location leadership and Growth to bring new experiential programs to life. Regular travel across the portfolio is expected and central to the role. The position requires the ability to build from the ground up in an ambiguous still-forming business line while maintaining the pace and adaptability of a guest-facing hospitality and BenefitsFull-Time Exempt$75 monthly cell phone stipendBonus eligible based on company performance and guidelines outlines by your Off: no accruals; employees are encouraged toschedule time off as needed within business Dental Vision Life Insurance and other voluntary benefits for you and your family; employeepremiums in a 401(k) program with a 15% company match (must be 21 years or older eligible after one year of employment with 1000 hours worked available to enroll during Open Enrollment Periods).Short-Term Disability and Long-Term Disability employer sponsored;scaled salarypay followingsubmission and approval of leaveParentalLeave:Birthing Parent Plan covers up to (6-8) weeks fully paid leave based on the birthing Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasonsincluding ParentalBondingand your familysseriousmedical to 5 days Paid Bereavement LeaveOn-Demand Pay Program: Get access to a portion of earned wages before Plan & Employee Discounts where applicablePaid sick leave is provided in accordance with applicable state and local laws. Accrual rates caps and usage rules vary by :Arizona California Chicago Pittsburgh Connecticut Illinois Massachusetts Michigan Minnesota Missouri New Mexico New York Rhode Island : Employees accrue1 hour of paid sick leave for every 30 hours worked up to48 hours per year under the Healthy Families and Workplaces Act (HFWA).Maryland: Employees accrue at least1 hour of paid sick and safe leave for every 30 hours worked up to40 hours peryear as required under the Maryland Healthy Working Families : Employees accrue1 hour of paid sick leave for every 40 hours worked in accordance with the Seattle Paid Sick and Safe Holdings and its affiliated companies including SSA Group A&F Souvenir Cinchio Solutions and Behavioral Essentials are equal opportunity employers. We are committed to diversity and inclusion in our hiring practices and welcome applicants from all backgrounds. A diverse team strengthens our collective California Residents: By submitting your job application you agree you have reviewed the SSA Group California Consumer Privacy Act (CCPA) Candidate and Employee Privacy Notice (Notice).San Francisco Residents: Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records. Please see the Fair Chance Ordinance - Know Your Rights documentfor more information. By submitting your job application you agree you have reviewed the Fair Chance Ordinance - Know Your Rights document.