Supervisor- Tour Operations

Requisition ID: 38011 

Crafted Highlights:    

In the role of Tour Operations Supervisor - Milwaukee working in Milwaukee, WI you will be part of the Guest Relations team. You will manage, lead, and develop the people, operations, visitor experience, and overall day-to-day efficiency of the tour operations team while also supporting activities involving the campus archival area. This position ensures that team members deliver a best-in-class guest experience that elevates brand perception, strengthens customer loyalty, and supports growth across our entire portfolio.

This position reports to the Guest Relations Manager - Milwaukee and works closely with the Guest Relations Leadership team, the Milwaukee Brewery, and various internal and external stakeholders.  

What You’ll Be Brewing:  

• Most importantly, you will lead a team of 10-20 talented colleagues,  supporting their growth and development through career discussions and consistent one on one conversations.
• You will develop and coach tour guides to deliver a consistent, engaging, and elevated visitor experience.
• You will drive department effectiveness and efficiency by reporting on customer traffic, revenue, guest feedback and engagement via in-house tour analytics.
• You will monitor, assess, and refine operational procedures and guidelines to enhance tour operations, special events and onsite pub experiences.
• You will oversee and maintain accountability for all training and test outs for new team members, including safety and security training.
• You will create and manage staff schedules to ensure proper coverage and oversee guest communications to support a seamless visitor experience.
• You will partner with stakeholders to ensure strong brand representation, meet business needs, and strengthen community relations through tours and special events.

Key Ingredients:  

• You are an authentic leader.  You value and respect differences and believe diversity with inclusion is the key to collaboration and a winning team culture.

• You have at least 3 years of people management and customer (tourism or retail) facing experience.
• You believe in delivering an exceptional customer experience and can operative in a highly collaborative team environment.
• You are a self-motivated problem solver who loves challenges and can complete complex projects quickly and adeptly with your understanding of the business priorities.
• You build relationships and collaborate to get to the desired outcome.  
• You take accountability for results – acting with integrity and honoring commitments.  

• You have a thirst for learning – you are always looking for ways to learn and help one another grow.  
• You can perform physical aspects of the role, including walking, standing for extended periods of time, and navigating stairs and ladders.

Molson Coors is an equal opportunity employer.  We invite applications from candidates of all backgrounds, race, color, religion, sex, national origin, age, disability, veteran status or any other characteristic. If you have a disability and believe you need a reasonable accommodation during the application or recruitment processes, please e-mail jobs@molsoncoors.com.