Tours Team Lead

Background & Purpose of the Job

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.  

Who You Are & What You’ll Do

• 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. 

What You’ll Need To Succeed

• 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

Additional Information

• 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 th