| Frederik Meijer Gardens & Sculpture Park promotes the enjoyment, understanding, and appreciation of gardens, sculpture, the natural environment, and the arts. Meijer Gardens is ranked among the 100 most visited art institutions in the world. The organization embraces the concept of a major cultural attraction centering around horticulture & sculpture. Meijer Gardens' commitment is to create a legacy of lifelong learning, enjoyment, and a rich cultural experience for generations to come. Department: Guest Services Supervisor: Director of Marketing & Sales Pay Type: Salary, Full-time Compensation: The salary for this position ranges from $85,000 to $95,000, depending on experience and qualifications. Position Summary: The Senior Manager of Guest Services ensures an exceptional guest experience by leading service delivery across ticketing, admissions, guest experience areas, and group tours. This role is responsible for developing and maintaining service standards, coaching leaders and staff, and ensuring seamless operations that reflect the mission and values of Meijer Gardens. The Senior Manager provides strategic oversight to all guest-facing teams, manages large-scale guest services operational initiatives, oversees budgets and staffing resources, and partners across departments to deliver a world-class guest experience.
Essential Functions - Set and uphold guest service standards across all Guest Services operations.
- Lead, coach, and develop managers, supervisors, and staff to promote a culture of hospitality, inclusivity, and excellence.
- Maintain a visible presence in guest areas to support frontline teams and engage with visitors.
- Serve as the primary contact for guest escalations, ensuring timely and values-based resolutions.
- Oversee training, scheduling, and recognition programs for staff and volunteers.
- Oversee the operations of a newly developed guest-facing call center, ensuring optimal performance through regular review of service metrics and providing comprehensive weekly analytics reports to drive continuous improvement.
- Provide strategic and operational leadership for:
- Ticketing & Admissions
- Guest Experience (gardens, galleries, public spaces)
- Group Tours (school, youth, adult, and senior groups)
- Partner with the Assistant Manager of Ticketing on ticketing systems, pricing, and technology enhancements.
- Develop and manage departmental budgets, staffing, and resources for efficient, cost-effective operations.
- Review and monitor attendance trends and expenses to align staffing and service levels with demand.
- Collaborate with Membership and Group Sales to coordinate ticketing and attendance strategies.
- Analyze attendance, guest satisfaction, and operational data to guide service improvements.
- Coordinate with Culinary, Learning & Engagement, Volunteer Experience, Facilities, and Security teams to ensure smooth, safe, and guest-friendly operations.
- Lead initiatives to improve service delivery, reduce wait times, and enhance the overall guest journey.
- Evaluate and implement new technologies and processes to optimize guest experience.
- Support large exhibitions and special events with guest readiness planning, staffing, and traffic flow management.
- Contribute to long-term strategic planning related to guest experience and service design.
Education and / or Qualifications preferred: - Education: Bachelor’s degree in Business, Hospitality, Tourism, Nonprofit Management, or an equivalent combination of education, training, and relevant experience.
- Experience: Minimum of 7 years of progressive leadership experience in guest services, hospitality, attractions, or nonprofit environments preferred.
- Skills/Knowledge/Licenses:
- Demonstrated success in leading large, diverse teams in guest-facing environments.
- Strong leadership and coaching skills with a proven record of developing individuals and teams.
- Experience managing ticketing systems, admissions, or visitor services in a cultural institution or large venue.
- Excellent communication, collaboration, and conflict resolution skills.
- Ability to manage multiple priorities and projects in a dynamic, fast-paced environment.
- Strong understanding of data-driven decision-making and guest satisfaction measurement.
- Budget and resource management experience preferred.
Organizational Expectations - Embrace Meijer Gardens’ mission to promote the enjoyment, understanding and appreciation of gardens, sculpture, the natural environment, and the arts.
- Embrace the organization’s non-profit status and commitment to serving and treating the public with dignity and working with a broad and diverse group of employees, volunteers, members, and guests in a respectful and professional manner.
Working Conditions: Basic mobility is expected in offices, grounds, and exhibition areas. Ability to observe details at close range and communicate information accurately with others. Engage in occasional object manipulation with or without assistance, and efficiently navigate the workspace to access essential resources. Manage occasional lifting tasks, and ability to handle objects weighing up to 20 pounds with ease and regularity. This job operates in a professional indoor office environment, across grounds, and exhibition areas. Occasionally, may be required to work outdoors under inclement weather conditions. 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.
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