On-Duty Guest Experience & Operations Lead

Frederik Meijer Gardens & Sculpture Park; Grand Rapids (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Frederik Meijer Gardens & Sculpture Park in Grand Rapids, MI, is seeking a Manager On Duty (MOD) to lead guest experiences, oversee daily operations, and coordinate across departments during events.

The role requires calm, professional leadership in emergencies, strong communication, and collaboration with staff, volunteers, and leaders to maintain world-class standards of service and safety.

Qualifications

• 3–5 years of customer service, hospitality, operations, or guest experience leadership.
• Experience in fast-paced, public-facing environments such as hospitality, events, parks, museums, hotels, or entertainment venues.
• Strong interpersonal communication, problem-solving, and conflict-resolution skills.
• Ability to remain calm, organized, and professional during high-pressure or emergency situations.
• Experience collaborating with cross-functional teams and leading through influence.

Responsibilities

• Lead with a guest-first mindset while supporting a welcoming, professional, and inclusive environment.
• Provide visible operational leadership throughout the property during daily operations and events.
• Support staff and volunteers in delivering exceptional guest experiences across the organization.
• Help ensure smooth day-to-day venue operations, programming support, and organizational readiness.
• Coordinate cross-functional communication between departments during operational and event activity.
• Monitor operational flow and respond proactively to minimize guest disruptions or downtime.
• Respond to emergencies and operational incidents in a calm, professional, and solutions-oriented manner.
• Partner with Safety and Security leadership to support emergency preparedness and incident management.
• Serve in a first responder or incident leadership capacity depending on operational needs and situations.
• Facilitate operational updates, break-out meetings, and building-wide communication efforts.
• Build strong working relationships with staff, volunteers, and leaders across departments.
• Support a collaborative operational culture focused on accountability, professionalism, and service.

Skills

Customer service

Hospitality

Operations leadership

Guest experience

Interpersonal communication

Problem-solving

Calm under pressure

Team collaboration

Microsoft Word

Microsoft Excel

Tools

Microsoft Word

Microsoft Excel

Job description

Frederik Meijer Gardens & Sculpture Park in Grand Rapids, MI, is seeking a Manager On Duty (MOD) to lead guest experiences, oversee daily operations, and coordinate across departments during events.

The role requires calm, professional leadership in emergencies, strong communication, and collaboration with staff, volunteers, and leaders to maintain world-class standards of service and safety.