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Guest Experience Host, Scoop Shop

Job ID:
Customer Development
Waterbury, VT
Date posted:

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 subsidiary of Unilever while maintaining an independent Board of Directors to provide leadership focused on preserving and expanding Ben & Jerry's social mission, brand integrity, and product quality. Nowadays our products are distributed in 35 countries in supermarkets, grocery stores, convenience stores, franchise Ben & Jerry’s Scoop Shops and other venues.

At Ben & Jerry’s we have an inspiring ambition. We aim to pioneer our ‘linked prosperity business model’ to advance the global movement for social and economic justice while growing our sales to one billion € by 2020. This translates into a high-paced growth environment where we bring our grassroots and activist spirit every day. That is how we remain a true values-led organization with a connected 3-part mission, which you will find reflected in your goals and aspirations:

Social mission:to initiate innovative ways to improve the quality of life locally, nationally and internationally

Product mission:to make and distribute the finest quality all natural and super premium ice-cream and euphoric concoctions

Economic mission:to operate the Company on a sustainable financial basis of profitable growth

Background & Purpose of the Job

The role of the Scoop Shop Experience Hospitality Host is to perform daily scoop shop responsibilities, while showcasing excellent customer service and living the Ben & Jerry’s 3-part mission daily. Your goal is to drive consumer loyalty and excellent guest experiences by providing fun, safe, clean, and high energy guest experiences in the scoop shop. The Scoop Shop Hospitality Host may also support other areas of the Hospitality business, including the gift and tour operations, to provide a seamless overall experience for our guests at the Waterbury Factory. The Scoop Shop Experience Hospitality Host will report to the Scoop Shop Experience Hospitality Manager.  

Who You Are & What You’ll Do

Essential Functions & Responsibilities:

  • Perform daily scoop shop responsibilities, including register transactions, scooping ice cream, shop maintenance and upkeep, cleaning procedures and overseeing daily operations, including staff coverage and efficient operations.

  • Conduct in-store training and, with an added emphasis on ergonomics and safety for all work functions.

  • Maintain effective operations and communications for the department, including store & staff appearance, proper cash handling procedures, customer service, cleanliness, compliance with all safety and operating standards, merchandising and production of waffle cones, novelties, and baked goods.

  • Ensure that all opening and closing procedures are followed and executed.

  • Support daily and weekly financial reporting requirements established by the Shop 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 in upkeeping shop inventory, store 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 Shop Manager in the implementation of the store marketing plan with an emphasis on marketing the store in the local community through innovative donations, catering, off premise opportunities, and special event programs.

  • Assist in the coordination and staffing of special events.

  • 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

  • 1+ years’ experience working in a customer service, retail, tourism and/or food environment

  • Comfortability in high volume, fast paced food service or retail environment

  • Flexibility, patience, and sense of humor, friendly, outgoing, and self-motivated team player

  • Ability to handle stressful situations calmly and quickly

  • Highly professional, energetic, team-oriented individual with a positive “can –do” attitude and a strong commitment to outstanding customer service

  • Excellent communication, interpersonal and customer service skills

  • Strong organization, follow-through, and time management skills

  • Efficient initiative and detailed focus

  • Effective problem-solving ability

  • Experience in handling customer complaints and providing recovery

  • Autonomous, proactive and responsive disposition to anticipate and fulfill customer needs

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

  • Flexible work hours including nights, weekends, and holidays

What We Can Offer You

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach | Unilever: Life | LinkedIn | Strategy | Unilever | Why work for Unilever | Careers at UnileverUnilever Global Website | Check Out Our Space


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.  For more information, please seeEqual Employment Opportunity Posters

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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