Job Description

Tours Experience Hospitality Assistant Manager

Location: Waterbury, VT - Ben & Jerry's Factory

The role of the Tours Experience Hospitality Assistant Manager is to assist in managing efficient factory tour operations, while showcasing excellent customer service and living the Ben & Jerry's 3-part mission daily. Their goal is to drive consumer loyalty and staff satisfaction by managing a fun, safe, clean, and high energy environment. The Tours Assistant Manager will also support and participate in all other areas of the Hospitality business, including the scoop and gift operations, to provide a seamless overall experience for our guests at the Waterbury Factory. The Tours Experience Hospitality Assistant Manager will report to the Tours Experience Hospitality Manager.

Key Responsibilities

• Lead 30-minute Factory Tours for groups of up to 35 people. Deliver articulate information and display confidence and comfort engaging guests in the Factory Tour Experience.
• Assist in supervising staff, ranging from 20 to 50 employees, with a strong emphasis on ensuring that the appropriate staff is available to service our fluctuating business needs including the additional summer staffing needs.
• Assist the Department Manager in the hiring and orientation of staff. Provide support in preparation for weekly payroll. Conduct staff training and, with an added emphasis on ergonomics and safety for all work functions.
• Maintain effective operations and communications for the department, including facility & staff appearance, proper cash handling procedures, customer service, cleanliness, compliance with all safety and operating standards, and food service and general manufacturing protocols (GMP).
• Ensure that all opening and closing procedures are followed and executed.
• Support daily and weekly financial reporting requirements established by the Department Manager, to include daily sales and deposit reports, daily inventory logs, purchasing, paid out, vault balance, and monthly transfer logs as well as end of month inventory count and financial month closing process.
• Assist the Department Manager with overseeing shop inventory, tour sales and inventory levels to ensure proper stock levels. Report financial progress of the daily operations.
• Accountable for maintaining the accuracy of daily cashing in and out of all registers and cashiers, sales to cash reconciliation, and daily sales summary reports for their shift.
• Collaborate with the Department Manager in the implementation of the tour marketing plan with an emphasis on marketing the tour experience in the local community through innovative donations, and special event programs.
• Manage the inventory ordering process which includes ordering, receiving, storage, and logging of all inventory items. Ensure all invoices are checked and discrepancies brought to the Department Manager's attention.
• Manage and train staff on parking lot operations and flow. Includes directing traffic of both cars and buses / RV's in our parking lots.
• Assist in the coordination and staffing of special events.
• Participate in planning and development meetings with the General Manager, Department Managers, and attending other company meetings and activities to keep informed about the objectives of the Brand.
• Work on special projects as assigned by the Retail Operations team. These may include but are not limited to spreadsheet tracking, presentations at staff meetings and staff memos.
• Participate in first aid and emergency response for Hospitality operations, with the ability to serve as the onsite manager for all emergency situations. Actively support company safety goals by ensuring consistent safe work behaviors.

What You Need To Succeed

• 3+ years' experience supervising staff in a hospitality, retail or food service environment
• Highly professional, patient, energetic, team-oriented individual with a positive "can do" attitude and a strong commitment to outstanding customer service
• Comfortable with public speaking, talking to large groups, and able to engage in a personable and professional manner
• Experience in high volume, fast paced retail environment
• Strong understanding of accounting and finances
• Excellent communication, interpersonal and customer service skills
• Strong organization, follow-through, and time management skills
• Efficient initiative and detailed focus
• Strong project management skills and problem-solving ability
• Experience in handling customer complaints and providing recovery
• Flexibility, patience, and sense of humor, friendly, outgoing, and self-motivated team player
• Ability to handle stressful situations calmly and quickly
• Autonomous, proactive and responsive disposition to anticipate and fulfill customer needs
• Valid driver's license
• Physical aspects of the job include oversize merchandise handling, bulk containers of ice cream, supply orders, general cleaning and maintenance and standing and climbing stairs for long periods of time, including outside in the parking lots.
• Flexible work hours including nights, weekends, and holidays

Pay: The pay range for this position is $47,000 to $70,400. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus: This position is bonus eligible.

Long-Term Incentive (LTI): This position is LTI eligible.

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Unilever 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 and .

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 us at [email protected] . 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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