Guest Engagement & Experience Advisor

Frederik Meijer Gardens & Sculpture Park•Grand Rapids, MI

13h•$18 - $23•Onsite

About The Position

The Guest Engagement & Experience Advisor is responsible for delivering a welcoming, inclusive, and informative experience for all visitors by serving as a primary point of contact when working in frontline areas related to ticketing, information, and credentialing. This role supports guest satisfaction by providing accurate and up-to-date information about admissions, events, and membership opportunities; processing ticket and membership transactions; and addressing guest questions or concerns with a standard of excellence and care. The Advisor ensures a positive and efficient guest experience by maintaining operational awareness, handling financial transactions securely, utilizing ticketing and membership systems accurately, and keeping guest service areas organized, clean, and welcoming. This is a part-time, seasonal position (25–29 hours per week) that may include weekends and evenings. The anticipated employment period is April 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.

Requirements

A minimum of 1 year of customer service or guest-facing experience in hospitality, retail, attractions, entertainment, membership sales, or related industries is required.
Ability to demonstrate the brand Core values and standard of service excellence
Ability to identify and present upsell opportunities in a guest-centered and respectful manner.
Ability to stay informed on role-specific updates, offerings, and industry trends.
Ability to apply new knowledge and best practices to enhance guest experience
Demonstrated commitment to delivering exceptional guest service through clear communication, patience, and a welcoming presence.
Ability to demonstrate working knowledge of membership and ticketing systems (such as Salesforce, ACME, Cuseum, or IQ)
Ability to enter and process data accurately and efficiently
Ability to demonstrate attention to detail with the ability to maintain accuracy and composure in a fast-paced, guest-centered environment.
Ability to utilize Microsoft office (e.g, Outlook, Word) and other related business applications, software and systems
Ability to demonstrate effective oral and written communication skills
Ability to demonstrate integrity related to confidential information and data
Ability to model empathy and good judgment when addressing issues and seek support from a lead, supervisor or manager when needed.
Ability to demonstrate work assignment and task flexibility and willingness to assist where needed to support a positive visitor experience.
Ability to work both independently and collaboratively, contributing to a positive, supportive, and team-oriented atmosphere.
Ability to work a varied schedule, including nights, weekends, and periodic holiday shifts.
Ability to adjust work hours on an agreed as-needed basis during peak project periods, which may occasionally include modified hours or limited weekend availability during peak season.

Nice To Haves

Highschool Diploma, GED, or equivalent preferred.
Experience handling high-volume guest interactions, conflict resolution, and escalations preferred.
Experience using point-of-sale systems, membership software, or guest-tracking databases highly preferred.
Customer Service Certification preferred
Guest Experience or Hospitality Training Certificates preferred
First Aid/CPR/AED certification preferred

Responsibilities

Serve as a friendly and welcoming first point of contact for all visitors, ensuring everyone feels respected, safe, and valued.
Greet guests of all backgrounds, identities, ages, and abilities with warmth, patience, and professionalism.
Help create an inclusive and accessible environment that reflects the center’s cultural mission and organizational values.
Answer visitor questions about admissions, pricing, exhibits, programs, events, and venue policies using clear, inclusive, and visitor-friendly language.
Listen attentively to guest needs and provide assistance in a respectful, supportive manner.
Adjust communication style as needed to support accessibility, language differences, or learning preferences.
Assist guests at ticketing, information, and credentialing areas.
Process ticket sales, program registrations, voucher redemptions, and guest check-ins accurately and efficiently.
Share information about membership options in a welcoming, non-pressured way and assist with new memberships and renewals.
Handle cash, check, and electronic payments safely and accurately according to established procedures.
Respond calmly and respectfully to guest concerns or complaints, working to find positive solutions.
Escalate to appropriate lead or manager as necessary.
Help ensure all guests have a positive and respectful experience.
Maintain basic knowledge of current exhibits, cultural programs, events, schedules, and pricing.
Share information in a way that honors diverse histories, cultures, and perspectives.
Stay informed of daily, monthly or annual updates that may impact guest experience.
Keep guest service and ticketing areas clean, organized, and welcoming.
Represent the organization’s values through business professional appearance, respectful behavior, and a positive attitude.
Support accessibility and ease of movement within guest areas.
Use ticketing and membership systems to locate guest information, process transactions, and complete accurate data entry.
Protect guest privacy and handle information confidentially.
Work collaboratively with colleagues to support daily operations and guest satisfaction.
Attend meetings and trainings as assigned
Perform other duties as assigned