Guest Experience Manager

Guest Experience Manager

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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.

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.

• 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.

• 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.

• 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…