Production Tour Guide and Retail Support

About the Role

MacKenzie-Childs is seeking a Production Tour Guide to serve as the primary host for public tours of our Production Studio. This role is responsible for creating an engaging, informative, and professional guest experience that showcases the company's history, artistry, and craftsmanship. The Tour Guide will lead groups safely through production areas, share brand knowledge, and serve as an ambassador for MacKenzie-Childs.

Responsibilities

• Lead scheduled tours of the Production Studio, providing engaging commentary on company history, design, and craftsmanship.
• Welcome and greet guests in a professional, approachable manner, ensuring they feel valued and comfortable.
• Communicate safety and etiquette guidelines clearly and monitor guest adherence during tours.
• Provide support to guests through the waiver process.
• Facilitate guest interaction and highlight unique aspects of the production process.
• Adjust pacing and flow to suit group size, interest level, and environmental conditions.
• Drive sales performance while delivering exceptional customer service across all customer touchpoints.
• Demonstrate strong leadership and communication skills to support daily store operations.
• Provide assistance to customers in person, over the phone, and via email, ensuring a seamless shopping experience.
• Perform opening and closing procedures in alignment with store policies and standards.
• Motivate retail associates to achieve performance goals and maintain high team morale.
• Handle customer concerns effectively and professionally to ensure satisfaction and loyalty.
• Share detailed product knowledge to assist customers in selecting the right merchandise.
• Accurately and efficiently process sales transactions at the point of sale.
• Maintain high standards of store presentation by restocking shelves, organizing displays, and ensuring cleanliness.
• Provide support during in-store promotions, events, and other special retail initiatives.
• Serve as administrator for the Bookeo scheduling platform, including blocking closed dates, adjusting tour times, and ensuring accurate availability.
• Coordinate with Farmhouse Tour Guide and Retail Store Manager to confirm reservations and plan any special tour groups.
• Track attendance and gather guest feedback to support continuous improvement.
• Maintain tour-related supplies and communicate needs to management.

Requirements

• Strong communication and public speaking skills, with the ability to engage diverse audiences.
• Professional, welcoming demeanor and customer service mindset.
• Ability to manage groups, maintain pace, and ensure guest safety.
• Knowledge or interest in art, design, or manufacturing processes preferred.
• Comfortable working in an active production environment (noise, heat, standing/walking for extended periods).
• Flexible schedule with availability to work weekends or special events as needed.
• High school diploma or GED.
• Associate's or Bachelor's degree in Communications, Hospitality, or related field is a plus.

Physical Requirements

• Ability to walk, stand, and speak for extended periods (30-40 minutes per tour, 2-3 tours per day).
• Ability to guide groups safely through production spaces and manage group movement.