Tours Team Lead - Waterbury, VT (Holiday Season)

Magnum RFM Ice Cream, Inc. (Selecta Philippines)•Waterbury, CT

10d•Onsite

About The Position

The Tours Team Lead coordinates and oversees daily tour operations at Ben & Jerry’s original factory location in Waterbury, Vermont. This role leads tour department employees and manages day-of front-of-house operations, aiming to provide excellent customer service, effective guest service recovery, and outstanding brand experiences. The role reports to the Tours Experience Hospitality Manager. The position also supports the scoop shop and tour operations through staff scheduling and coverage, cash handling, reservation management, staff training, safety response, and opening and closing duties. It includes hosting tours, welcoming and assisting guests, maintaining cleanliness and supplies, and carrying out seasonal outdoor and parking operations. The role is part-time for the holiday season and requires availability for evenings, holidays, and at least one weekend day per week.

Requirements

Must be at least 18 years old.
Effective problem-solving experience.
Strong representation of and passion for the Ben & Jerry’s brand.
Enthusiasm for working in tour operations.
Customer service experience and initiative in customer interactions.
Awareness of food safety and cleanliness.
Comfort handling cash and operating POS systems.
Public speaking experience.
Time management skills and reliable attendance.
Ability to work efficiently and multitask.
Outgoing, positive, friendly, and enthusiastic personality.
Ability to maintain basic safety response initiatives in an emergency.
Willingness to follow General Manufacturing Protocols (GMP) in restricted areas and safety protocols specific to the Waterbury factory.
Must be able to lift up to 50 pounds.
Must be able to stand for up to eight hours per day.
Must be able and willing to work outside and in traffic or parking areas.
Must be available to work evenings, holidays, and at least one weekend day per week.

Responsibilities

Coordinate day-of tour operations, including staff and tour schedules, call-out coverage, and seasonal outdoor and parking operations.
Lead and oversee employees working in the Tours department.
Oversee and coordinate opening and closing procedures for the scoop shop operation.
Handle cash, including opening and closing daily cash drawers and selling tour tickets.
Manage the day-of online tour reservation system, including adding tour availability and responding to messages and booking inquiries.
Support and assist with Tours staff training as directed by the Manager or Assistant Manager.
Participate in Lead training covering conflict de-escalation, customer service recovery, emergency response protocols, staff management, and morale.
Respond to first aid calls by contacting the first aid team and completing incident report forms.
Host tours, interact with customers, maintain tour route cleanliness, scoop ice cream and chunk samples, and sell tour tickets.
Greet guests in the lobby, check in tour reservations, answer questions, and accommodate guests with late or missed reservations.
Carry out daily upkeep and cleaning and report maintenance concerns.
Open and close tour operations, including preparation, cleaning, dishwashing, restocking, and organization.
Perform seasonal outdoor duties, including maintaining parking lot operations and an outdoor activity table.
Follow operating protocols for store and staff appearance, cash handling, customer service, cleanliness, merchandising, and safety and operating standards.
Promote guest loyalty and positive experiences by providing a fun, safe, clean, and energetic Tours department environment.
Complete basic safety training and follow safety protocols, including emergency response procedures for Hospitality operations.
Support company safety goals through consistent safe work behaviors.
Assist guests and communicate the exit strategy during an evacuation.