Guest Engagement & Experience Advisor

Guest Engagement & Experience Advisor

Location: Grand Rapids, MI Schedule: Part-Time, Seasonal, Hourly Non-Exempt | 25-29 hours per week, may include evenings and weekends | Anticipated employment period is through August, based on operational needs. Employment is temporary and will conclude at the end of the season; continued or future employment is not guaranteed.

Department: Guest Services Reports To: Guest Relations Manager Direct Reports: None

Be Part of a World-Class Guest Experience At Frederik Meijer Gardens & Sculpture Park, every guest interaction helps shape how visitors experience art, culture, nature, and hospitality. Our Guest Engagement & Experience team plays a vital role in creating a welcoming, inclusive, and memorable environment for guests from around the world.

We are seeking a Guest Engagement & Experience Advisor who enjoys helping people, solving problems, and delivering exceptional service in a dynamic, guest-focused environment. This role serves as a frontline ambassador for the organization, supporting ticketing, guest information, memberships, and overall visitor experience with professionalism, warmth, and care.

Why This Role Matters This role is often one of the first and most consistent points of contact for our guests. Advisors help ensure every visitor feels welcomed, informed, supported, and valued throughout their experience. Through thoughtful service, operational awareness, and strong communication, this role directly contributes to guest satisfaction, accessibility, and the overall reputation of the organization.

What You'll Do

• Offer Welcoming & Inclusive Hospitality
  • Serve as a warm, professional first point of contact for all guests
  • Foster an inclusive and accessible environment for diverse audiences
  • Create positive interactions that reflect organizational values and service standards
• Support Guests & Visitor Communication
  • Answer questions related to admissions, exhibits, programs, events, and policies
  • Provide clear, guest-friendly communication tailored to varying needs and situations
  • Assist guests with wayfinding, accessibility support, and general visitor information
• Ticketing, Membership & Transactions
  • Process ticket sales, membership renewals, registrations, and guest check-ins
  • Handle payments accurately and securely
  • Share membership opportunities in a welcoming, service-oriented manner
• Guest Care & Service Recovery
  • Respond calmly and professionally to guest concerns or complaints
  • Help resolve issues while maintaining a positive guest experience
  • Escalate complex situations appropriately when needed
• Utilize Technology, Systems & Data Accurately
  • Utilize ticketing, membership, and guest information systems accurately
  • Maintain attention to detail with transactions, data entry, and guest records
  • Protect guest privacy and confidential information
• Ensure Teamwork & Operational Excellence
  • Support cleanliness, organization, and readiness of guest-facing spaces
  • Collaborate with colleagues to support daily operations and events
  • Adapt to changing operational needs, schedules, and guest volume

What You Bring

• Minimum of 1 year of customer service, hospitality, retail, attractions, entertainment, or guest-facing experience (required)
• Experience working in high-volume, guest-centered environments
• Experience with POS systems, ticketing platforms, membership systems, or guest databases
• Strong interpersonal, communication, and problem-solving skills
• Ability to remain calm, professional, and adaptable in fast-paced environments
• Strong attention to detail and accuracy with transactions and data entry
• Comfort learning and utilizing multiple systems and technologies
• Ability to work independently and collaboratively as part of a team
• Flexible available including evenings, weekends, and holidays
• Education: High school diploma or GED equivalent, preferred.
• Preferred: Customer service or hospitality-related certifications, preferred. First Aid/CPR/AED certification, preferred.

What Makes This Opportunity Unique

• Serve as a key ambassador for a nationally recognized cultural destination
• Interact with diverse guests, exhibitions, events, and programs year-round
• Gain experience across ticketing, memberships, guest engagement, and operations
• Be part of a mission-driven organization centered around art, culture, and nature
• Work within a collaborative, guest-focused team that values hospitality and inclusion

Our Values

• Welcoming: Fostering joy and an inclusive and accessible environment for everyone.
• Excellence: Approaching all we do with world-class intentionalism.
• Innovation: Embracing the future to create unique and engaging experiences in art, culture and nature with a commitment to creativity.
• Integrity: Operating with honesty, transparency and accountability throughout the organization.
• Stewardship: Preserving and enhancing our community, physical, cultural, and financial resources for current and future generations.

If you enjoy helping people, creating positive guest experiences, and being part of a collaborative and mission-driven team, we'd love to hear from you!

Working Conditions: This role operates primarily in indoor guest-facing service environments with occasional outdoor work during events, peak visitation periods, or special programs. The position involves regular interaction with guests in busy public-facing areas and may include exposure to varying temperatures, moderate noise levels, and high guest volume. Schedules may include evenings, weekends, and holidays based on operational needs.

Physical Requirements: This role requires the ability to stand and walk for extended periods throughout a shift, along with frequent movement between ticketing, membership, and guest-service areas. Occasional lifting of up to 20 pounds may be required. Responsibilities may involve reaching, bending, navigating guest-facing spaces, and operating computer and point-of-sale systems. Strong communication skills, attention to detail, and situational awareness are essential to ensuring a safe, welcoming, and efficient guest experience.

As part of our onboarding process, all new hires are required to complete our background check. Frederik Meijer Gardens & Sculpture Park is an Equal Opportunity Employer. We believe in fostering a diverse and inclusive workplace.