Tours Lead - Waterbury, VT

The Magnum Ice Cream Company•Waterbury, VT

13d•Onsite

About The Position

Life tastes better with ice cream. With 19,000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry. We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference. What truly sets us apart is how we work. We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done. We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better. Scope: Part-time, Seasonal Location: Waterbury, Vermont ABOUT BEN & JERRY'S: Ben & Jerry's Homemade Inc., started in 1978 in a renovated gas station in Burlington, Vermont, USA, founded by childhood friends and dedicated activists Ben Cohen and Jerry Greenfield. In 2000 Ben & Jerry’s became a wholly owned autonomous subsidiary of Unilever with a unique governance structure that provides for an independent Board of Directors vested with primary responsibility for advancing Ben & Jerry's social mission and ensuring the essential integrity of the brand. Central to the mission of Ben & Jerry's is the belief that all three parts of its mission must thrive equally. This translates into a high-paced growth environment without compromising our grassroots and activist spirit. That is how we remain a true purpose-led organization with a connected 3-part mission.

Requirements

Must be 18 years of age, or older
Effective problem-solving experience
Strong representative and passion for the Ben & Jerry’s brand
Enthusiasm for working in the Tour operations
Customer service experience and ability to take initiative in customer interactions
An awareness of food safety and cleanliness
Comfortable with handling cash and operating POS systems
Experience with public speaking
Time management skills and reliable attendance
Efficient with the ability to multi-task
Outgoing, positive, friendly, and enthusiastic personality
Ability to maintain basic safety response initiatives in the event of an emergency
Willingness to adhere to General Manufacturing Protocols (GMP) in restricted areas
Willingness to adhere to unique safety protocols specific to the Waterbury factory location
Willingness to assist guests and communicate exit strategy in case of an evacuation event
Must be able to lift up to 50lbs
Must be able to stand up to 8 hours per day
Must be able and willing to work outside
Ability to work in traffic/parking areas of the operation

Nice To Haves

Potential to extend employment after the summer season.

Responsibilities

Coordinate the day-of tour operations including daily staff and tour schedules, call-out coverage, and seasonal outdoor & parking operations.
Lead and oversee day-of employees working within the Tour department.
Oversee & coordinate opening and closing procedures for the scoop shop operation.
Perform cash handling protocols including opening/closing daily cash drawers and selling tour tickets.
Manage and maintain the day-of online tour reservation system, which includes adding tour availability and responding to messages and booking inquires.
Support and assist in the training of the Tours staff, as suggested by the Manager or the Assistant Manager.
Participate in Lead training including conflict de-escalation techniques, customer service recovery options, emergency response Lead protocols and staff management & morale.
Respond to first aid calls, initiating contact with the first aid team and filling out incident report forms.
Perform daily tour operation responsibilities, including hosting tours, interacting with customers, maintaining tour route cleanliness, scooping ice cream/chunk samples, and selling tour tickets.
Act as lobby tour greeter, checking in tour reservations, answering questions, and accommodating those with late or missed reservations.
Perform daily upkeep and cleaning procedures and report maintenance concerns.
Perform opening and closing procedures for the Tour operations including preparations, cleaning, dishwashing, restocking, and organization.
Perform seasonal outdoor responsibilities including maintaining parking lot operations and an outdoor activity table.
Adhere to operation protocols, including store & staff appearance, proper cash handling procedures, customer service, cleanliness, merchandising and compliance with all safety and operating standards.
Drive consumer loyalty and excellent guest experiences by providing a fun, safe, clean, and high energy experience in the tours department.
Participate in basic safety training and adhere to all safety protocols, including emergency response initiatives for the Hospitality operations.
Actively support company safety goals by ensuring consistent safe work behaviors.