Food Service - Hospitality Ambassador

Hospitality Ambassador

For more than 50 years, SSA has partnered with cultural attractions to design the hospitality experience journey, freeing our partners to remain mission-focused.

We bring together admissions, culinary, and retail with innovation and human connection to shape a seamless guest journey.

Our focus is on people, innovation, and operational intelligence as a means to create special moments with lasting impact. We call it 452 Hospitality, the foundation of how we serve our partners and their communities.

Position Overview: SSA Group is seeking a dedicated and enthusiastic Hospitality Ambassador to enhance guest experiences across our various venues. As a Hospitality Ambassador you will be the face of our outlets, ensuring immediate connection with guests upon entering. This position keeps a pulse on the cleanliness, quality, and overall experience of the location. It also requires sharing knowledge of the attraction itself, providing a heightened level of service.

The hospitality ambassador will also focus heavily on supporting guests use of our digital platforms. This role is pivotal in guiding guests through these technologies, while also providing exceptional service in both hospitality and guest interaction. This position does not involve direct supervision of staff but plays a crucial role in leading and enhancing the guest experience.

Primary Focus:

• Serve as the primary point of contact for guests at our digital self-order kiosks and Scan & Go kiosks.
• Guide guests through the self-ordering process, promoting the ease and benefits of using these systems.
• Troubleshoot any technical issues with the kiosks, mobile ordering, and back-of-house digital equipment, ensuring a smooth and efficient guest experience.
• Provide exceptional hospitality at our food and retail outlets, enhancing the guest experience

Key Responsibilities:

• Live out 452 Hospitality by delivering warm, welcoming, and memorable experiences for every guest and client.
• Greet and welcome all guests warmly as they approach our points of sale at key locations in our food and retail operations.
• Provide information about digital platforms, promotions, and general venue information.
• Address and resolve guest concerns or complaints promptly and professionally.
• Serve as a liaison between guests, clients, and SSA Group to ensure seamless service delivery providing real-time assessment of the quality of the guest experience

Digital Platform Support:

• Focus on implementation of digital ordering platforms to enhance guest experiences and increase digital revenue
• Provide guidance and support to guests on using these systems, ensuring efficient ordering, and completion of their transaction and order pick up
• Assist with monitoring digital sales data and contribute ideas to drive revenue through digital platforms.
• Create plans for deploying offline transactions if on-site system interruptions

Training & Development:

• Assist in delivering hospitality training programs for new and existing team members
• Act as a conduit of training between Learning & Development and the operation, ensuring all staff uphold the highest standards of service.

Operational Excellence:

• Collaborates with managers to maintain on cleanliness and functionality of the operation's digital kiosks and surrounding areas.
• Ensure all digital platforms are operational and report any technical issues immediately, updating and auditing menu items, pricing, and image quality as needed.
• Assist in the general upkeep of the venue when needed, ensuring a clean and safe environment for guests.

Feedback & Reporting:

• Collect and relay guest and client feedback to management for continuous improvement.
• Attend client-created guest experience opportunities and contribute to improvement strategies (if applicable)
• Prepare reports on guest satisfaction and operational changes related to hospitality program, speed of service, and overall guest experience Takes initiative to identify weaknesses in the operation and partner with management to make corrections

Qualifications:

• Experience: Minimum of 2 years in hospitality, customer service, or a similar role. Experience with digital systems or technology is preferred.
• Skills: Strong interpersonal and communication skills. Ability to troubleshoot and guide guests through their interactions with both our digital footprint and their overall guest experience
• Attributes: Positive, approachable, problem-solver with a passion for creating memorable guest experiences.
• Availability: Flexible scheduling including weekends, evenings, and holidays as required.

Working Conditions:

• Environment: Fast-paced, dynamic venue settings, both indoor and outdoor, in all seasons.
• Physical Requirements: Physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties. Minimally must lift up to 25 pounds with or without assistance.

Compensation and Benefits:

• Full-Time, non-exempt, eligible for overtime pay.
• Paid Time Off plan: up to 144 hours based on tenure.
• 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).
• SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Leave and your or your family's serious medical conditions.
• Up to 40 hours Paid Bereavement.
• On-Demand Pay Program: Get access to a portion of earned wages before payday.
• Meal Plan & Employee Discounts where applicable
• Tuition Discount through Partnership College
• Holiday pay of 1.5 the regular rate is provided for hours worked on Christmas Day and Thanksgiving Day.
• Paid sick leave is provided in accordance with applicable state and local laws. Accrual rates, caps, and usage rules vary by location.

Locations 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.

SSA 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 impact.

All 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" document for more information. By submitting your job application, you agree you have reviewed the "Fair Chance Ordinance - Know Your Rights" document.

We accept applications for this position on a rolling basis. Apply anytime at thessagroup.com. Applications are reviewed as received, and the position remains open until filled.