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. 

OBJECTIVES:  

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. 

PRIMARY ACCOUNTABILITIES: 

Essential Functions & 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. 

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 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 the summer season.

#TMICC

ABOUT THE MAGNUM ICE CREAM COMPANY:

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 have been taking pleasure seriously for more than 100 years, serving happiness with every lick or scoop of ice cream for generations.

The Magnum Ice Cream Company (formerly part of Unilever) is all about growth. Growing our business. Growing our customers’ businesses. Growing our people’s careers. Growth begins with empowerment. So we free our people to be innovative, responsible entrepreneurs, driven and equipped to give our consumers more amazing products and unforgettable moments – and having fun doing it. Here’s what defines success in our organization :

· We are all about growth

· We operate with speed and simplicity

· We win together with fun

· We boldly innovate to disrupt our industry

· We care and challenge

· We are experts in the Ice Cream Category

ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?

Please apply online and do not forget to upload your CV. Your application will be reviewed against the requirements, and we will be in touch shortly after the closing date, with an update on the status of your application.

The Magnum Ice Cream Company is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other characteristic protected by local, state, or federal law and will not be discriminated against on the basis of disability.
 

For more information about your Federal rights, please see Know Your Rights: Workplace Discrimination is Illegal and Pay Transparency Non discrimination Provision.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact your recruiter. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.

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