Tour Guide Lead - Leinie Lodge (Chippewa Falls, WI)

About the role

In the role of Tour Guide Lead at Leinie Lodge in Chippewa Falls, WI, you will support daily operations by providing on‑shift leadership across retail, tours, tastings, and guest‑experience functions. You will oversee associates throughout the Lodge, ensuring consistent service delivery, brand‑accurate storytelling, and smooth operational flow. The position reports to the Tour & Hospitality Supervisor – Chippewa Falls and works closely with the Leinie Lodge Leadership team.

Responsibilities

• Provide on‑shift leadership and support across retail, tours, tastings, and guest‑experience operations.
• Execute opening and closing procedures, including secure cash handling in accordance with Lodge policies.
• Ensure cleanliness, stocking, equipment functionality, and overall floor readiness meet Lodge standards.
• Support onboarding and ongoing training by reinforcing service and operational expectations on shift.
• Monitor guest flow across retail, check‑in, tours, sampling, and events to maintain efficient movement and reduce congestion.
• Provide direct guest assistance, resolve service issues in real time, and document feedback to support continuous improvement.
• Maintain merchandising standards, including product presentation, shelf organization, and pricing accuracy.
• Support POS operations by troubleshooting issues and assisting with transactions during peak periods.
• Prepare and maintain hospitality supplies (printing menus, staging sampling tickets, setting up signage, glassware, and equipment).
• Conduct routine supply checks for bar consumables, tasting materials, retail bags, printed items, and event‑specific needs.
• Ensure compliance with responsible beverage service, safety requirements, and required signage.
• Document operational updates and shift handoff information to ensure consistency across teams.

Qualifications

• Operational knowledge of retail, hospitality, and event workflows.
• Strong customer service and service‑recovery skills with the ability to resolve issues in real time.
• Clear, confident verbal communication skills for guest interaction and team coordination.
• Ability to guide and support associates on shift while prioritizing tasks across multiple operational areas.
• Problem‑solving skills for handling POS issues, guest challenges, facility concerns, and operational disruptions.
• Working knowledge of safety and compliance requirements within hospitality environments.
• Proficiency with POS systems and basic operational technology.
• Strong attention to detail when preparing materials, monitoring inventory, and supporting transactions.
• Physical ability to work in a fast‑paced environment, including standing for extended periods, lifting up to 50 pounds, and completing light to heavy stocking tasks.
• Ability to obtain forklift certification as required.

Benefits

• Beverage bonuses, free beer, and other beverages.
• Access to brand clothing, swag, and top events.
• Opportunities for career growth and development through First Choice Learning programs.
• Participation in a Total Rewards program that includes competitive pay, health, dental, vision, parental leave, retirement savings with employer match, paid time off, wellness programs, and an Employee Assistance Program.
• Work in a fast‑paced, innovative environment alongside passionate colleagues from diverse backgrounds.
• Company culture focused on charitable donations and community involvement.

Pay

Salary range: $33,500.00 – $44,000.00 USD, plus a 5 % target short‑term incentive and an average of $23,000 in benefits per employee (health, dental, vision, retirement match, wellness incentives, EAP, and paid time off).