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Guest Experience Manager

3 months ago

North Fort Myers, United States ECHO INC. Full time
Job DescriptionJob DescriptionSUMMARY:
The Guest Experience Manager is responsible for contributing to and executing the strategy for welcoming guests to ECHO. The Manager will provide vision, leadership, and the coordination of daily operations to ECHO’s Welcome and Resource Center. They will play a key role in encouraging and strengthening the team, building a culture of dedicated followers of Jesus unified in their work to glorify God. As a team leader of front-line ambassadors of the organization they will prioritize an environment where guests are honored, and every teammate contributes to the success, mission, and vision of ECHO.

About the Welcome and Resource Center:
The Welcome and Resource Center plays a critical role in connecting guests of the North America Regional Impact Center to the global impact of ECHO. The purpose of the interactive experiences offered is to introduce guests to the organization’s mission and vision and invite their participation on a deep level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Welcome Center
  • Set goals for the welcome center, nursery, and tours that align with the mission, vision, and strategic plan of ECHO.
  • Train, coach, and supervise team, ensuring a high level of guest service in the welcome center and nursery.
  • Effectively manage guest contacts and relationships to create further guest engagement and increase overall guest satisfaction.
  • Maintain an inventory of mission-inspired plants, seeds, books, informational gifts, and memorabilia for guests.
  • Develop and implement budgets, policies, and procedures.
  • Oversee inventory of ECHO brochures, publications, and training materials.
  • Use digital systems including POS tools to manage online orders and track welcome center activities, providing reports as needed for recording.
  • Coordinate incoming requests for speakers, assigning to other teams as appropriate.
  • Steward ECHO’s resources ensuring their use is consistent with ECHO’s core values.


Tours
  • Demonstrate a continuous effort to improve and streamline tour operations.
  • Oversee training and evaluation of docents, interns, and greeters.
  • Schedule farm tours, prioritizing the missional impact of all tours.
  • Coordinate with the Volunteer Coordinator in recruiting docents and tour guides.
  • Coordinate with other teams to ensure equipment is maintained and ready for tours.
  • Coordinate with Advancement Staff on all reporting.
  • Serve as a docent as needed.

Resource Management
  • Develop growing strategy for nursery and resource center vision.
  • Formulate pricing policies and inventory levels by reviewing merchandising activities, industry standards, and trends.
  • Plan and oversee in-store advertising, appearance, and displays.
  • Proactively develop a high level of missional product knowledge with all inventory items.

Special Events
  • Partner with other teams to coordinate activities for events such as Global Food & Farm Festival, Get-Into-Gardening, and the ECHO International Agriculture Conference.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
  1. Must subscribe to the ECHO Statement of Faith and possess character traits consistent with ECHO’s core values.
  2. Must be enthusiastic, friendly, and energetic with a genuine desire to provide outstanding service.
  3. Must have the ability to plan strategically and organize tasks to meet departmental objectives in accordance with ECHO goals.
  4. Must have excellent relational skills and be a good communicator.
  5. Must have experience in managing budgets and personnel.
  6. Must have the ability to delegate and work well in a team environment, independent of direct supervision.
  7. Must have proficiency with common office software.

REQUIRED EDUCATION AND EXPERIENCE:
  1. Education: Associate degree, preferably in business, marketing, or sales.
  2. Experience: Must have 5-7 years of administration or management and strong guest service experience, including relationship building and influential skills.
  3. Accounting Software: Experience with any point of sale (POS) system is required, and experience with LightSpeed POS is a plus.

ORGANIZATIONAL RELATIONSHIPS:
Positions directly supervised: Resource Specialists, Nursery Specialists, and Volunteer Docents.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Usually, normal office working conditions. The noise and activity level in the work environment is moderately quiet; however, at times the environment can become harried due to unexpected urgent projects and deadline demands. Must have a temperament to work constructively under pressure situations.

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. While performing the duties of this job, the employee is regularly required to stand (for at least two consecutive hours); walk; use hands, talk and hear. Fine motor skills such as typing, the use of a computer mouse and telephone handset are required. The employee is frequently required to reach with hands and arms. The employee is required to sit, stoop, kneel, and crouch. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

POSITION TYPE AND EXPECTED HOURS OF WORK:
This is a full-time position. Days and hours of work are Monday through Friday, 08:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand. Occasional weekend hours as needed.

TRAVEL:
Travel is primarily local during the business day.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AAP/EEO STATEMENT:
ECHO is an Equal Opportunity Employer.  We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner.

In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status, genetic information, or other applicable status protected by law, including state of employment protected classes.  It is, therefore, our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job.

ECHO is a Christian religious-affiliated organization; and as such, is not subject to religious discrimination requirements.  ECHO’s hiring practices and EEO discrimination practices are in full compliance with both federal and state law.   Federal law creates an exception to the “religion” component of the employment discrimination laws for religious organizations and permits them to give employment practice preference to members of their own religious beliefs.
 

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