Tours Experience Lead

6286 Magnum ICC US, LLC; North Moretown (VT); On-site; USD 21,000 - 28,000; Part time

Job summary

Ben & Jerry's Tours Lead position in Waterbury, Vermont, is a part-time, seasonal role coordinating day-of tour operations and supervising staff at the factory and scoop shop. You will manage reservations, guest experiences, and safety procedures while delivering the iconic Ben & Jerry's brand experience.

Ideal candidates are customer-focused with strong problem-solving, cash handling, public speaking, and multi-tasking skills, willing to work evenings, holidays, and weekends in a dynamic tour

Qualifications

• 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 GMP in restricted areas.
• Willingness to adhere to unique safety protocols for the Waterbury 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 for up to 8 hours per day.
• Must be able and willing to work outside.
• Ability to work in traffic/parking areas.

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, including adding tour availability and responding to messages and bookings.
• Support and assist in training of the Tours staff per Manager guidance.
• Participate in Lead training including conflict de-escalation, 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 reservations, answering questions, and accommodating late or missed reservations.
• Perform daily upkeep and cleaning procedures and report maintenance concerns.
• Perform opening and closing procedures for 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, cash handling, customer service, cleanliness, merchandising and safety standards.
• Drive loyalty and guest experiences by providing a fun, safe, clean, high-energy experience in tours.
• Participate in basic safety training and adhere to safety protocols, including emergency response initiatives.
• Actively support safety goals by ensuring safe work behaviors.

Skills

Customer service

Public speaking

Cash handling

Time management

Reliability

Enthusiastic personality

POS systems

Tools

POS systems

Job description

Ben & Jerry's Tours Lead position in Waterbury, Vermont, is a part-time, seasonal role coordinating day-of tour operations and supervising staff at the factory and scoop shop. You will manage reservations, guest experiences, and safety procedures while delivering the iconic Ben & Jerry's brand experience.

Ideal candidates are customer-focused with strong problem-solving, cash handling, public speaking, and multi-tasking skills, willing to work evenings, holidays, and weekends in a dynamic tour