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Tours Team Lead

Job ID:
Customer Development
Waterbury, VT
Date posted:
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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


  • 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.

Pay is $21.79 an hour and assignment is 120 days.


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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