Location: Waterbury,VT, USA
Background & Purpose of the Job
The role of the Scoop Shop Lead is to coordinate and oversee daily scoop shop operations & responsibilities. A Scoop Shop Lead should be a leader-oriented and hardworking individual that can lead a large team within the scoop shop 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 Scoop Shop at Ben & Jerry's original factory location and the top tourist destination in Vermont. A Scoop Shop Lead will report to the Scoop Shop Experience Hospitality Manager.
Who You Are & What You'll Do
* Coordinate the day-of scoop shop operations including daily staff schedules, call-out coverage, menu & baked good preparations, shop organization & cleanliness and seasonal outdoor greeter operations.
* Lead and oversee day-of employees working within the scoop shop department.
* Oversee & coordinate opening and closing procedures for the scoop shop operation.
* Perform cash handling protocols including opening/closing daily cash drawers.
* Support and assist in the training of the Scoop Shop 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 scoop shop responsibilities, including register transactions, taking orders, scooping ice cream, prepping menu items, producing baked goods and interacting with customers.
* Perform daily upkeep and cleaning procedures and report maintenance concerns.
* Perform opening and closing procedures for the Scoop Shop operations including preparations, cleaning, restocking, and dishwashing.
* Act as a line greeter during busy days, interacting and assisting guests with their Scoop Shop orders.
* Adhere to operation protocols, 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.
* Drive consumer loyalty and excellent guest experiences by providing a fun, safe, clean, and high energy experience in the scoop shop.
* 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
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.
Pay is $21.79 per hour and the assignment is 120 days.
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