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Tour Guide

Highland Brewing

Last Updated: 5/05/22

Job Description

Job Title: Tour Guide

FLSA Status: Part-Time, hourly

Reports to: Guest Experience Manager

SUMMARY DESCRIPTION:

Do you love to entertain and educate? Do you have a love of craft beer and thrilled to share a great story? As a part of the Hospitality team at Highland Brewing, Tour Guides get to treat visitors to the story of Asheville's First Craft Brewery while showcasing our brewing and production facilities. Highland's tour offerings include heritage and specialty tours marketed to the public as well as VIP/private tours. Tour Guides may work with Hospitality Ambassadors and Taproom Assistant Managers in a service-oriented team to deliver a memorable and hospitable daily service.

Tour Guides are expected to show mastery and enthusiasm for Highland's beer, our history and brand story, as well as our unique 40-acre campus in East Asheville.

ESSENTIAL JOB FUNCTIONS:

  • Lead 3-5 daily tours of Highland's production facility with enthusiasm and energy
  • Describe points of interest throughout Highland's taproom, campus and production facilities while engaging with guests with varying degrees of craft beer knowledge
  • Embrace Highland's brand story, beer styles, campus amenities, and family history to educate and communicate our mission and vision to guests
  • Maintain a working knowledge of draft beer service equipment to facilitate pouring beer, creating beer flights and samples, filling crowlers, changing kegs and stocking coolers
  • Confidently display knowledge of history and culture of Highland Brewing and craft beer, including the brewing process, beers and beer styles, related terminology, and ingredients
  • Anticipate guest needs proactively and conscientiously in a dynamic environment which may include moving seating arrangements, clearing and cleaning tables, selling retail/packaged beer
  • Monitor guest relations during service to include entertaining special guests, conflict resolution, enforcement of ABC laws, proper reporting of incidents, and other guest needs as required
  • Collaborate with Hospitality Management to develop new tour offerings or add-on options
  • Maintain the appearance of Highland's venues before, during and after service which includes cleaning glassware and tables, trash removal, and stocking supplies
  • Show mastery in POS software and retail operating systems
  • Understand and adhere to North Carolina alcohol laws and permits specific to Highland
  • Must be self-motivated with calm demeanor under pressure
  • Perform other duties as needed and assigned


HOURS

This position is part time, up to 30 hours per week as needed. Schedule is based on tour offerings and service needs. Program launch is a Thursday - Sunday schedule. Additional tours may be added. Ability and willingness to work nights, holidays, and weekends is required.

QUALIFICATIONS:

Education :
  • High school diploma or equivalent required
  • Bachelors Degree in Hospitality or Communications preferred
  • Must be at least 21 years of age in accordance with Highland Brewing policy


Experience :
  • One year of experience in a performance-based art or as a brewery tour guide is preferred
  • Enthusiasm for craft beer, a commitment to continuous learning, and delivering an incredible guest experience is a must


Specific Knowledge, Skills, and Abilities :
  • Strong work ethic and ability to take initiative in delivering exceptional guest service with pride
  • Pleasant, outgoing personality with great public speaking skills
  • Maintain a positive attitude and contribute to a positive, collaborative work environment
  • Ability to talk to all types of people and embrace finding connections to first time visitors
  • Strong interpersonal communication and leadership with a keen attention to detail
  • Punctual with excellent time management and verbal/written communication skills a must
  • Must have reliable transportation and a valid driver's license
  • Cicerone server level one certification required within one year of employment


Working Conditions:

As this position is working in a brewery, the physical demands of this role include, but are not limited to:
  • Standing for long periods of time
  • Bending, twisting, reaching overhead, lifting up to 30lbs frequently & up to 50lbs occasionally
  • Working with cleaning chemicals
  • Working in both indoor and outdoor service areas with inclement weather at times


At-Will Employment : Employment with Highland Brewing Co. may be terminated by either Highland or the employee at any time with or without cause or notice.



Company Details

Asheville, North Carolina, United States
“We are a small, family-owned company bent on making consistently excellent beer while embracing constant change. If the challenge of creating systems collaboratively appeals to you, Highland might be a good fit.” – Leah Ashburn  Our Mission is to cultivate and celebrate beer, business, people, and place. Highland was born from a pioneering spirit and we continue...