Customer Experience Lead (CEL)

The mission of Land-Grant is to bring our Ohio community together by building customer connections through our passion toward the craft, quality,  and creativity of our beers and experiences.  We build those connections by taking the lead in creating an inclusive and welcoming craft beer culture. 

Land-Grant is searching for a Customer Experience Lead who will embody our core values: Operate with Integrity; Perform with Pride; Cultivate the Community; Foster Creativity & Fun; and Pursue with Passion. 

As an on-shift lead at the Land-Grant taprooms, you are responsible for assisting and helping create a welcoming, safe, inclusive and professional atmosphere for our customers and staff.   

This is a part-time, hourly position with the potential for full-time as business needs allow.

Responsibilities  

• • Role Model Bartender for outstanding service: maintain a positive attitude, and strive to keep morale high on-shift. See people first and care deeply about how we interact with our guests.
  • Shadow with our new hires and lead by example on how we interact within our team and with guest interactions. 
  • Drive an employee-friendly and positive work environment and have the ability to encourage team members to execute the mission of Land-Grant while on-shift.
  • Offer best practices to team members when observing opportunities in their knowledge, processes, or customer interactions.
  • Be proactive in solving customer escalations and finding solutions everytime.
  • Work very closely with GM/AGM by communicating new ideas and opportunities that are observed to improve our customer experience.
  • Welcome the broad scope & responsibilities of working at Land-Grant (we are more than a bar!) and engage an all-in attitude for the Taproom, Beer Garden, Community Events, and large Connection Events.
  • Assist the Taproom GM in ensuring all team members are educated on our products and services.
  • Establish effective and positive communication amongst all team members, and build community and culture easily.
  • Help answer questions on shift and lead by example.
  • Work with GM on weekly Team Kudos to help recognize staff members who went above and beyond in their shift or who found a new best practice.
  • Work with the GM/AGM  in creating fun and new ways to build and maintain team morale and customer engagement.
  • Be creative in finding ways to engage with our customers to keep improving the customer experience (bus tables, kid friendly, dog friendly, support reservations, etc). 
  • Work with GM on finding best practices to help get staff comfortable talking about our carry out beer, merchandise, events, etc.
  • Help welcome guests for the Kickstarter room parties, showers, reservations while on shift.
  • Knows the Land-Grant story and has the ability to give a quick tour on the spot for guests.
  • Efficiently cut excess staff to maintain labor metrics when GM/AGM is not present.
  • Manage all cash handling procedures on-shift (void, comp, pay out) when GM/AGM is not present.
  • Assist in helping communicate all of Land-Grant’s offerings and make sure everyone is up-to-date on the taproom and company products, promotions, services, policies, and events
  • Lead opens/closes and make sure cleanliness standards are met on every shift if GM/AGM is not present.

Skills

• • Ability to meet once a week for a Taproom Meeting with GM and Assistant Manager.
  • Exceptional communication and interpersonal skills, including ability to resolve conflicts, assess customer and employee needs, and evaluate customer satisfaction.
  • Willingness to work during peak hours, including nights, weekends, and holidays – could close 2-3 days/week (pending GM/AGM schedules).
  • Ability to walk, stand, and occasionally carry heavy items for long periods of time in a fast-paced environment.
  • Must be able to safely lift and carry up to 50 pounds.
  • Cicerone Certified Beer Server® required within 6 months of hire.

Position Details

• • Salary range for this position is: $14/hour plus tips
  • Part-Time benefits:
    • IRA Match
    • Paid training and development
    • Land-Grant discounts
    • Performance-based incentive plan
    • Full-Time benefits include all of the above and:
      • Medical, dental, and vision coverage
      • Paid time off

ABOUT LAND-GRANT BREWING COMPANY

At Land-Grant, we welcome people from all walks of life. Anyone, regardless of their race, creed, nation of origin, sexual orientation, gender identity or expression, disability status, veteran status, marital status, or age has a home here. Our “All Welcome” mantra means that love, progress, and acceptance will always have a seat at our bar.

Land-Grant Brewing Company Core Values 

Operate with Integrity – be ethical, honest and respectful – always thinking about the well-being, safety, and satisfaction of both our employees and our customers.

Perform with Pride – take ownership and accountability for the quality of our work, our products and our experiences with consummate attention to the details.

Cultivate the Community – be an inclusive, welcoming workplace, business and brand that invests in our partners, relationships and neighbors to strengthen connections.

Foster Creativity & Fun – center all efforts (design, brewing, experiences) around innovation, originality and enjoyment for our customer and each other.

Pursue with Passion – align individual skills and passions with the Land-Grant brand, while engaging with a team-first mentality to collectively achieve something greater than ourselves.

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