The Heart of Hospitality

At SSP America, customer service is more than a standard, it’s a calling. Every guest interaction is an opportunity to make the travel experience more personal and more memorable. From the first greeting to the last goodbye, our teams take pride in being the best part of someone’s journey.

Exceptional service begins with exceptional people. SSP America takes great care to identify candidates who embody our values. Once hired, each team member completes immersive training that blends technical skill with genuine care. From online learning to in-person coaching and customer service mapping, every session prepares our people to deliver outstanding experiences for every traveler.

Training covers more than customer interaction. Team members gain deep knowledge of menus, safety procedures, and brand standards across hundreds of restaurant concepts. Role-based training, which typically lasts 20 to 40 hours, builds both confidence and consistency. Bartenders, for example, receive hands-on mixology and quality control instruction to ensure every beverage meets SSP America’s high standards.

Excellent customer service at SSP America means anticipating needs and delivering what guests want, how and when they want it. Our GO BIG Service Steps guide every moment: Greet with passion, Observe and understand, Be innovative, Implement excellence, and Go the extra mile. 

Service expectations are clear: guests are greeted immediately, drinks arrive within four minutes, entrées within twelve minutes, and payment is processed within two minutes. Managers stay engaged on the floor, coaching and supporting their teams while ensuring guests enjoy smooth, friendly experiences.

Recognition is woven into our culture. Through our Attitude of Gratitude program, team members celebrate one another for great work through handwritten notes, peer recognition, and PASSION Awards. Each year, winners are honored at our company summit, and three airports receive the PASSION Cup for service excellence.

At SSP America, gratitude fuels greatness and every role is a chance to make someone’s journey better.

For those looking for work opportunities or restaurant jobs, SSP America offers a culture built on respect, opportunity, and heart.