Tours Lead - Waterbury, VT

The Magnum Ice Cream Company•Waterbury, VT

1d•Onsite

About The Position

The role of the Tours Lead is to coordinate and oversee daily tour operations & responsibilities. A Tours Lead should be a leader-oriented and hardworking individual that can lead a large team within the tour operations, coordinating and managing the daily front-of-house responsibilities. They should be able to provide excellent customer service, guest service recovery and outstanding brand experiences in the Tours department at Ben & Jerry’s original factory location and the top tourist destination in Vermont. A Tours Lead will report to the Tours Experience Hospitality Manager.

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

Physical aspects of the job include oversize merchandise handling, bulk containers of ice cream, supply orders, general cleaning and maintenance and standing for long periods of time
Must be available to work evenings, holidays and at least one weekend day/week.
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.