Job Description

JOB SUMMARY

The Chocolate Factory Tour Guide performs an important role on the Marketing team, in conjunction with our Production team. They are responsible for managing the day-to-day operational requirements of these two key functions. With a focus on customer service and a strong understanding of the TCHO Brand, the Chocolate Factory Tour Guide will ensure a consistent and excellent customer service experience in the factory. This position reports directly to the SVP of Marketing.

Factory Tour & Events Operations  

The Factory Tour & Events Manager will have operational oversight over TCHO’s Factory Tour and Events business, this position will be focused around delivering a consistent branded TCHO experience to drive Factory Store sales and Tour ticket revenue.

• Maintain high quality staff on the Factory Tour & Events team, ensuring effective staffing, sales transactions, inventory management, and tour scheduling, and most importantly customer experience;
• Ensure excellent customer service and offer visitors an educational experience including TCHO’s history, mission, manufacturing processes, and products;
• Ensure effectiveness of merchandising solutions
• Continually develop the Factory Tour & Events business to maximize revenues and brand experience;
• Work with Marketing team to drive factory tour and events promotional efforts through partnerships, advertising, deals, and other traffic generating activities

Factory Tours, Classes and Chocolate Experiences

These tasks involve managing ticketed tour and educational activities, staffing, and responsibilities. Specific tasks include, but are not limited to:

• Manage tour reservation system to streamline reservations and payment for public and private reservations, ticketed events etc.
• Train Factory Tour & Events staff ensuring all team members have the necessary tools and training needed to perform TCHO tours and additional educational programming, ensuring tour guides provide customers an educational experience including our information about our history, mission, manufacturing processes, and products;
• Ensure that public & private tour inquiries are responded to swiftly and accurately.
• Schedule tour staffing based on projected tours and related activities
• Track effectiveness of factory tour-ways and maintain a customer friendly environment that best represents the TCHO brand & culture

Tour Store Responsibilities:  

The Tour Guide will have operational oversight over the TCHO factory store:

• Tour day operations of the factory tour store, where tour participants receive 25% off their purchase after the guided tour
• Report, monitor and responsibly manage inventory levels
• Maintain high visual merchandising standards
• High level of customer service

EXPERIENCE & REQUIREMENTS

The ideal candidate will have 2+ years of experience in a role where interacting with the public is highly important (event marketing, tour guide, teacher, instructor, etc.), have a creative eye for retail merchandising, and be strongly committed to providing an excellent customer experience. The successful candidate will be enthusiastic about quickly gaining an in-depth understanding of TCHO products, manufacturing processes, Direct Trade sourcing program, history and philosophy, and have the communication and interpersonal skills needed to educate and engage both visitors and retail team employees about TCHO.

• 2+ years of experience in a highly public role (event marketing, tour guide, teacher, instructor, etc.)
• Professional or personal experience in event planning or educational communication is preferred
• Strong interpersonal skills
• High level of enthusiasm and self-motivation
• Ability to prioritize and manage time effectively
• Technically proficient in required software for general business and retail operations
• Flexible work schedule required including weekend and holiday availability. Peak business periods may require extended workdays and work weeks 
• Ability to lift and move product weighing up to 30 pounds

HOURS

This is a part-time, non-exempt position. Hours for the position will be determined by the hours of operation for the Factory Tours & Events, which typically run during the morning weekday hours. Tours can be flexible, anytime between 9 am – 1 pm with occasional weekend tours.

Hourly rate - $24 - $26 / hour

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