At Experience Grand Rapids, we’re the heart and soul behind promoting Kent County and Grand Rapids, Michigan, as a vibrant, must-visit destination. We celebrate and share everything that makes our community extraordinary – from craft beverages and rich arts & culture to exhilarating outdoor adventures, delicious food, and beyond. Our mission is simple yet powerful: to create an exceptional community by sharing Grand Rapids with the world. We pride ourselves on promoting a company culture that is both relaxed and friendly, fueled by a team that is as passionate as they are hardworking. Together, we’re dedicated to filling our hotels and attractions with visitors and convention attendees, contributing to the thriving pulse of Grand Rapids.

We’re seeking a dynamic Guest Experience Manager to join our team, playing a crucial role in bridging Experience Grand Rapids with the team at Gerald R. Ford International Airport. This role is pivotal in managing the operations of the Visitor Information Center (VIC) and leading our Airport Ambassador team. You will work to deliver unparalleled visitor services through inspired leadership and by empowering our team to excel.

What you will do:

• Serve as the first point of contact for travel-related inquiries, ensuring visitor issues are promptly resolved.
• Provide comprehensive information on local accommodations, dining, attractions, transportation, and events.
• Hire, train, and oversee Airport Ambassador staff, managing scheduling, payroll, and performance.
• Foster strong relationships with airport operations, leadership teams, and other tenants to enhance customer experiences.
• Ensure a high-quality work environment, managing resources effectively and efficiently.
• Coordinate security badging for new employees and oversee departmental budgets.

Our ideal candidate will have:

• An associate degree in marketing, communications, or hospitality (preferred)
• 3+ years of experience in staff management, budget oversight, scheduling, and customer service
• Strong customer service and management skills
• Proficiency with Microsoft Office
• Knowledgeable about Kent County tourism
• Exceptional problem-solving, decision-making, and analytical skills
• Excellent communication and customer service abilities
• Ability to work independently and as part of a team, maintaining composure in high stress situations.

Why join us?

Experience Grand rapids offers an opportunity to be at the forefront of promoting a city we love, within a supportive, innovative, and engaging environment. We offer a competitive salary range of $50,000 - $64,000, a comprehensive benefits package and flexible work schedule.

If you’re passionate about providing exceptional guest experiences and ready to lead a team that makes a real difference in our community, follow the link below to apply now!