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Tours Experience Hospitality Manager

ID de l'offre:
Développement de la clientèle
Lieu :
Waterbury, VT
Date de publication:

Who You Are and What You'll Do

The role of the Tours Experience Hospitality Manager is to lead 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 Tour 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 Manager will report to the Hospitality Experience Operations Manager.

  • Supervise and provide strong leadership to Tours department full-time staff, including 2 direct reports, conducting monthly check-ins, goal setting, project management and staff development
  • Supervise and provide direction/communications to the Tours department hourly 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
  • Organize the hiring and orientation of Tours staff.  Provide support in preparation for weekly payroll. Conduct training and, with an added emphasis on ergonomics and safety for all work functions
  • Lead effective tour operations and communications for the entire department, including tour route, lobby & staff appearance, accurate tour presentations, proper cash handling procedures, customer service, cleanliness, and compliance with all safety and operating standards
  • Lead efficient summer outdoor operations including parking and grounds guru operations
  • Ensure that all opening and closing procedures are followed and executed
  • Manage and train online ticketing platform operating system, processes and reporting
  • Accountable for all daily and weekly financial reporting requirements including 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
  • Oversee supplies inventory, tracking usage and inventory levels to ensure proper stock levels. Report financial progress of the operation and generation of monthly profit/loss statements 
  • 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
  • Support tour marketing plans with an emphasis on marketing the operation in the local community events, social media and serving as a member of local tourism associations
  • Assist in the coordination and staffing of special events
  • Participate in operations planning and development meetings with the General Manager, Store 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’ll Need To Succeed

  • 2+ years’ experience supervising staff in a fast paced, high volume environment (retail and/or food service)
  • Excellent communication, interpersonal and customer service skills
  • Public speaking experience and comfortability
  • Strong organization, follow-through, and time management skills
  • Efficient initiative and a detailed focus on the “big picture”
  • Strong accounting/finance skills
  • Strong project management skills and problem-solving ability
  • Experience in handle customer complaints and providing recovery
  • Ability to handle stressful situations calmly and quickly, maintaining basic safety response initiatives in the event of an emergency
  • Highly professional, patient, energetic, team-oriented individual with a positive “can –do” attitude and a strong commitment to outstanding customer service
  • Self-motivated, autonomous, proactive, and responsive disposition to anticipate and fulfill customer and staff needs


  • Must have flexible work hours including nights, weekends, and holidays
  • Physical aspects of the job include:
    • Must be able to stand up to 8 hours per day
    • Must be able to lift up to 50lbs, including oversize merchandise handling, bulk containers of ice cream and supply orders
    • Must be able and willing to work outside
    • Must be able and willing to access production freezer spaces
    • Ability to work in traffic/parking areas of the operation
  • 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

Pay: The pay range for this position is $54,600 to $81,800. 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, or protected veteran status and will not be discriminated against on the basis of disability. 

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 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.


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