Tour Guide Lead

Molson Coors•Milwaukee, WI

8d•Onsite

About The Position

The Lead Tour Guide is a full-time role on Molson Coors’ Guest Relations Team in Milwaukee, Wisconsin. The position serves as a brand ambassador, sharing the history of the company’s family of brands through guided brewery tours. The Lead Tour Guide helps manage the team’s weekly schedule and policy and procedure manuals, leads evacuation training for new hires and quarterly team trainings, and serves as Manager in Charge by opening and closing the tour route and ensuring issues are handled swiftly and professionally. The role leads a team of 10–20 colleagues and supports their growth through career discussions and regular one-on-one conversations. As the primary on-site contact, the Lead Tour Guide addresses guest and staff concerns, safety matters, maintenance and housekeeping needs, and weather or evacuation situations. The role also supports smooth onboarding and team training, helps resolve issues involving smart lockers and scheduling and reservation systems, and contributes to the operation and improvement of tour and event spaces. The Lead Tour Guide delivers a one-hour scripted tour with informative and entertaining insights into brewery operations and history while maintaining a safe guest experience in accordance with company safety protocols. This position reports to the Supervisor of Tour Operations and works closely with the Guest Relations Teams. The role requires availability for nights, weekends, and holidays as needed, along with walking, standing or sitting for extended periods, stair and ladder navigation, and moderate lifting up to 50 pounds.

Requirements

High school diploma or GED.
1–3 years of customer service experience.
Availability to work nights, weekends, and holidays as needed.
Ability to lift moderately, up to 50 pounds.
Ability to stand or sit for extended periods and walk extensively throughout the day.
Ability to navigate stairs and ladders.
Ability to manage complex situations while understanding business priorities.
Strong communication, organizational, and time-management skills.
Authentic leadership, relationship-building, collaboration, accountability, integrity, and commitment to learning and helping others grow.

Responsibilities

Lead a team of 10–20 colleagues and support their growth through career discussions and consistent one-on-one conversations.
Serve as the primary on-site point of contact for guest and staff concerns, safety issues, maintenance and housekeeping needs, and weather or evacuation situations.
Help manage the team’s weekly schedule and policy and procedure manuals.
Lead evacuation training for new hires and quarterly evacuation trainings for the full team.
Act as Manager in Charge, opening and closing the tour route daily and ensuring issues are handled promptly and professionally.
Share informative and entertaining insights into brewery operations and history during the one-hour scripted tour.
Maintain a safe customer experience in accordance with company safety protocols.
Support resolution of issues related to smart lockers, scheduling and reservation systems, and guest flow.
Collaborate on operational responsibilities to improve tour and event spaces.
Ensure a smooth onboarding experience and train the team on processes and procedures.
Work collaboratively and communicate effectively while demonstrating strong organization and time management.

Benefits

Competitive base pay and incentive plans.
Health insurance.
Dental insurance.
Vision insurance.
401(k) with strong employer match.
Generous paid time off.
Wellness Program for eligible employees.
Employee Assistance Program.
Career growth and development through First Choice Learning programs.
Employee Resource Groups offering networking, leadership experience, and volunteer opportunities.
On-site pub, brand apparel and swag, company events, and free beer and beverages.
Community charitable efforts and hands-on volunteer initiatives.