Guest Experience Manager

ABOUT ECHO:

ECHO is a global Christian agricultural networking, training and resourcing organization. Our mission is to strengthen the capacity of a diverse global network to defeat hunger and improve lives through sustainable food and agroecosystem strategies. ECHO has a significant network of over 20,000 individuals and organizations built over 45 years working in more than 190 countries. These partners serve as the primary multiplier for ECHO tested options, strategies, and research.

SUMMARY:

This is a full-time, seasonal position with the potential for long-term employment. The Guest Experience Manager (GEM) leads the vision, strategy, and operations of ECHO’s Welcome and Resource Center (WRC) and tours—creating meaningful, mission-centered experiences that inspire, educate, and engage guests. This role ensures that every guest, whether a visitor, donor, volunteer, or partner, encounters the love of Christ through exceptional hospitality and gains a deeper understanding of ECHO’s global mission to defeat hunger and improve lives. The GEM cultivates a culture of excellence and discipleship, mentoring staff, and volunteers to serve with Christ-centered joy, professionalism, and purpose. Through thoughtful storytelling, operational oversight, and partnership with Advancement and Communications teams, the GEM transforms guest encounters into lasting relationships and leads guests to become supporters of ECHO as donors and volunteers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Guest Experience Strategy & Leadership

• Develop and implement a comprehensive guest experience strategy aligned with ECHO’s mission, vision, and values.
• Define guest journey touchpoints—from first contact through follow-up engagement—to ensure consistent excellence and missional connection.

Foster a culture of Christlike and excellent hospitality that reflects ECHO’s core values and discipleship-centered approach to service. Partner with the Advancement team to design guest experiences that lead to increased supporter engagement, donor conversions, and long-term relationships.

• Analyze and utilize guest data and feedback to identify trends, improve operations, increase marketing, multiply engagement, and measure impact through guest satisfaction metrics and engagement reports.
• Enhance ECHO’s reputation and expand its brand presence across Southwest Florida and the United States.

Team Development & Operations

• Lead the daily operations of the Welcome and Resource Center (WRC) and all tour-related activities.

Supervise, train, and mentor WRC staff, docents, and volunteers to achieve high standards of service, efficiency, alignment with, and communication of ECHO’s mission.

• Establish clear performance goals and accountability systems for excellence in hospitality and operational outcomes.
• Ensure the effective management of all communications, publicity, marketing, visitor flow, and information systems within the WRC and utilize software and applications to improve efficacy and efficiency.
• Maintain strong collaboration with the Finance Department to manage budgets, cash handling, and reporting with integrity and transparency.

Steward ECHO’s financial, human, reputational, and material resources wisely, consistent with ECHO’s core values and donor expectations.

• Process payments for housing, training, and other events promptly and accurately.

Experience Design & Storytelling:

Partner with ECHO’s Communications and Global teams to create engaging exhibits, displays, publicity materials, and storytelling that connect guests emotionally and financially to ECHO’s mission.

• Oversee the inventory and merchandising of mission-related products (books, seeds, resources, memorabilia) ensuring all offerings reflect ECHO’s values and educational focus.
• Ensure excellence in tour delivery, guiding content updates, docent training, and guest education experiences utilizing inputs across teams and departments.

Serve as a lead or backup docent when necessary, modeling exceptional communication and hospitality.

• Maintain high standards for the visual presentation and digital engagement of the WRC.

Direct and manage marketing materials, audience demand research, online store, and social media presence in conjunction with other teams.

• Work with Media Coordinator and Learning and Logistics Coordinator on Marketing Grants for tourism and advertising.

Community Engagement & Partnerships

• Build and strengthen relationships with local churches, educational institutions, and community organizations to broaden ECHO’s outreach and impact.

Represent ECHO at local events, conferences, and partner gatherings as a passionate advocate for the organization’s mission.

• Collaborate across departments (Advancement, Nursery, Global Farm, MEAL) to support major events such as the Global Food & Farm Festival, Get-Into-Gardening, and the ECHO International Agriculture Conference.
• Reporting, Accountability & Evaluation
• Develop and manage departmental budgets, ensuring timely financial reporting and compliance with ECHO’s standards.
• Coordinate with the MEAL and Advancement teams to collect and submit monthly guest experience metrics, stories, demographics information, contact information, and impact data.
• Conduct regular guest satisfaction surveys and analyze feedback to continually improve missional guest experience operations.
• Ensure secure handling of guest personal data and transactions in compliance with industry best practices.

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. Faith and Character Must wholeheartedly affirm and live out ECHO’s Statement of Faith or the Apostle’s Creed. Demonstrates mature Christian faith and a servant-leader approach to work and relationships. Entrepreneurial spirit and willingness to make data-driven decisions and take appropriate missional risks. Exhibits humility, integrity, and a passion for Christ-centered hospitality and service. Excel as a team player and model gracious interactions.

Education and Experience:

Bachelor’s degree preferred (hospitality management, nonprofit leadership, marketing, business management, or related field). Equivalent professional experience considered. Minimum of 5 years in guest experience management, hospitality, nonprofit engagement, or ministry leadership desired. Experience in retail or visitor center operations is a plus. Proficiency in standard office and communication software; experience with POS systems required (LightSpeed preferred). Proven track record in developing teams, managing budgets, and improving guest or donor engagement metrics. Competency in using Microsoft Office, spreadsheets, recording and analyzing data, and presenting reports. Experience with budgets and managing personnel. Advancement experience is a bonus.

Key Competencies Strategic entrepreneurial thinker with a strong sense of mission and purpose. Excellent interpersonal, communication, and storytelling abilities.

• Demonstrated capacity to lead teams through coaching, vision casting, and accountability.

Strong organizational skills with the ability to manage multiple priorities and deadlines.

Experience in using data-driven insights for service improvement.:

Competency in the utilization of software, applications, and operating audiovisual equipment.

ORGANIZATIONAL RELATIONSHIPS:

Positions directly supervises: WRC Associates, Docents, Volunteers Indirectly Supervises: Nursery Associate

• Collaborates Closely With: Nursery, Advancement, Finance, Global Farm, Communications, MEAL, Volunteer Coordinator and Hospitality Coordinator, and Media Coordinator.

WORK ENVIRONMENT:

Work occurs in both office and outdoor farm environments; may include varying levels of noise and activity. Must be able to work constructively under pressure and adapt to changing priorities. Occasional domestic or international travel may be required on short notice.

PHYSICAL REQUIREMENTS:

Regular walking, standing, bending, and computer use. Occasional lifting or moving of up to 50 pounds with appropriate precautions. Ability to work outdoors and in variable weather conditions. Reasonable accommodations may be made for individuals with disabilities.

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a full-time, seasonal position with the potential for long-term employment. Regular work hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Some Saturday shifts may be required, depending on operational needs and special events.

TRAVEL:

Travel is primarily local during the business; occasional domestic or international travel as needed.

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.