Tours Experience Hospitality Assistant Manager

About the position

The role of the Tours Experience Hospitality Assistant Manager is to assist in managing efficient factory tour operations, while showcasing excellent customer service and living the Ben & Jerry's 3-part mission daily. Their goal is to drive consumer loyalty and staff satisfaction by managing a fun, safe, clean, and high energy environment. The Tours Assistant Manager will also support and participate in all other areas of the Hospitality business, including the scoop and gift operations, to provide a seamless overall experience for our guests at the Waterbury Factory. The Tours Experience Hospitality Assistant Manager will report to the Tours Experience Hospitality Manager.

Responsibilities

• Lead 30-minute Factory Tours for groups of up to 35 people.
• Deliver articulate information and display confidence and comfort engaging guests in the Factory Tour Experience.
• Assist in supervising staff, ranging from 20 to 50 employees, with a strong emphasis on ensuring that the appropriate staff is available to service our fluctuating business needs including the additional summer staffing needs.
• Assist the Department Manager in the hiring and orientation of staff.
• Provide support in preparation for weekly payroll.
• Conduct staff training and, with an added emphasis on ergonomics and safety for all work functions.
• Maintain effective operations and communications for the department, including facility & staff appearance, proper cash handling procedures, customer service, cleanliness, compliance with all safety and operating standards, and food service and general manufacturing protocols (GMP).
• Ensure that all opening and closing procedures are followed and executed.
• Support daily and weekly financial reporting requirements established by the Department Manager, to include daily sales and deposit reports, daily inventory logs, purchasing, paid out, vault balance, and monthly transfer logs as well as end of month inventory count and financial month closing process.
• Assist the Department Manager with overseeing shop inventory, tour sales and inventory levels to ensure proper stock levels.
• Report financial progress of the daily operations.
• Accountable for maintaining the accuracy of daily cashing in and out of all registers and cashiers, sales to cash reconciliation, and daily sales summary reports for their shift.
• Collaborate with the Department Manager in the implementation of the tour-marketing plan with an emphasis on marketing the tour experience in the local community through innovative donations, and special event programs.
• Manage the inventory ordering process which includes ordering, receiving, storage, and logging of all inventory items.
• Ensure all invoices are checked and discrepancies brought to the Department Manager's attention.
• Manage and train staff on parking lot operations and flow, including directing traffic of both cars and buses/RV's in our parking lots.
• Assist in the coordination and staffing of special events.
• Participate in planning and development meetings with the General Manager, Department Managers, and attending other company meetings and activities to keep informed about the objectives of the Brand.
• Work on special projects as assigned by the Retail Operations team.
• Participate in first aid and emergency response for Hospitality operations, with the ability to serve as the onsite manager for all emergency situations.
• Actively support company safety goals by ensuring consistent safe work behaviors.

Requirements

• 3+ years' experience supervising staff in a hospitality, retail or food service environment.
• Highly professional, patient, energetic, team-oriented individual with a positive 'can-do' attitude and a strong commitment to outstanding customer service.
• Comfortable with public speaking, talking to large groups, and able to engage in a personable and professional manner.
• Experience in high volume, fast paced retail environment.
• Strong understanding of accounting and finances.
• Excellent communication, interpersonal and customer service skills.
• Strong organization, follow-through, and time management skills.
• Efficient initiative and detailed focus.
• Strong project management skills and problem-solving ability.
• Experience in handling customer complaints and providing recovery.
• Flexibility, patience, and sense of humor, friendly, outgoing, and self-motivated team player.
• Ability to handle stressful situations calmly and quickly.
• Autonomous, proactive and responsive disposition to anticipate and fulfill customer needs.
• Valid driver's license.

Benefits

• Health insurance (including prescription drug, dental, and vision coverage).
• Retirement savings benefits.
• Life insurance and disability benefits.
• Parental leave.
• Sick leave.
• Paid vacation and holidays.
• Access to numerous voluntary benefits.