Guest Services Manager (Full Time)
Organization Overview
Food + Farm Exploration Center (F+FEC), in partnership with Farming for the Future Foundation, is a 501(c)(3) nonprofit organization dedicated to educating current and future generations about agricultural innovation and sustainability. Located in Plover, Wisconsin, F+FEC aims to deepen the understanding of modern agriculture, promote agricultural literacy, and foster connections between farmers and consumers. By creating a space for learning and engagement, F+FEC provides an opportunity for people to explore the world of agriculture and better understand the origins of their food.
Position Overview
The Guest Services Manager ensures welcoming, engaging, and educational experiences for all F+FEC visitors. This position is responsible for leading guest services processes, managing retail, ticketing and membership operations, and supervising the guest services team to uphold high standards of customer service. By fostering a positive visitor experience and coordinating with internal teams, the Guest Services Manager plays a vital role in advancing F+FEC’s mission to promote agricultural literacy and connect the public with modern farming practices.
Essential Responsibilities
Lead and oversee all guest services operations, including front desk, retail, membership, and volunteer programs, through effective supervision of coordinators and frontline staff.
Manage the Customer Relationship Management (CRM) and Point of Sale (POS) systems, including system maintenance, data accuracy, and reporting.
Oversee systems and protocols for group tours and birthday parties; ensure smooth coordination through effective delegation to the Guest Services/Front Desk Coordinator and team.
Develop, implement, and maintain guest services policies, procedures, and training programs to ensure consistent, high-quality customer experiences.
Provide leadership in staff recruitment, onboarding, coaching, performance evaluation, and scheduling policies, delegating day-to-day management to Coordinators.
Manage retail, admissions and membership strategies, including ordering and inventory management, sales goals, financial reporting, and process optimization.
Oversee membership sales, engagement, and retention initiatives.
Serve as a liaison between guest services and other departments (Education, Events, Marketing, Operations) to align goals and promote integrated programming.
Lead quarterly department meetings and continuous improvement initiatives to foster team communication, knowledge sharing, and professional development.
Oversee guest complaint resolution and provide guidance on escalation as needed.
Oversee volunteer recruitment, onboarding, scheduling systems, and ensure compliance with waiver and safety protocols.
Monitor budget, staffing levels, and operational metrics to ensure departmental goals are met efficiently.
Qualifications & Experience
Minimum of 3 years of experience in customer service or guest relations management, including supervisory responsibilities.
Experience using Customer Relationship Management (CRM) and Point of Sale (POS) systems, with the ability to quickly learn and adapt to new platforms.
Strong organizational and multitasking skills with a high level of accountability, attention to detail, and follow-through.
Excellent communication and interpersonal skills for engaging with diverse individuals and resolving issues professionally.
Demonstrated ability to improve processes, coordinate day-to-day operations, make informed decisions, and lead effective teams.
Preferred experience in retail operations, including inventory management.
Familiarity with Microsoft Office Suite is preferred.
Passion for customer service and enthusiasm for science, technology, or agricultural education is a plus.
Physical Demands
Able to stand and sit for long periods of time.
Physical requirements include but are not limited to stooping, kneeling, bending, standing, squatting/crouching, crawling/kneeling, pushing/pulling, climbing (ladders), reaching above the shoulders, lifting of up to 50lbs.
Instructions for Applicants
Interested applicants please assemble and email the following pieces of information, combined into one document, to hello@fftf.us by 06/20/2025:
A cover letter describing your qualifications, including your interest in the Food + Farm Exploration Center.
A current resume.
Three professional references with names and relationship (references will not be contacted until candidate has been notified).
Food + Farm Exploration Center Commitments
The annual salary range for this position starts at $54,000.
Paid time off (PTO)
Eight paid holidays
Competitive medical and supplemental benefits are available after 60 days of employment.
A 401K plan is offered following one year of employment.
Complimentary employee membership and discounts.
Offers of employment are contingent upon results of thorough background check, drug screen, and reference checks.
All inquiries about and interactions with candidates are kept in strict confidence.
Food + Farm Exploration Center provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military.
Food + Farm Exploration Center is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the organization and are valued for their skills, experience, and unique perspectives. This commitment is embodied in company policy and the way we do business at Food + Farm Exploration Center and is an important principle of sound business management.
