Production Tour Guide and Retail Support

Company Overview: MacKenzie-Childs is a leading home furnishings retail company known for its unique design, high-quality products and exceptional customer service. We specialize in offering a wide range of kitchen, entertaining, décor and furniture items that cater to various styles and preferences, ensuring our customers find exactly what they need to make their homes joyful and stylish. 

Position Summary 
The Production Tour Guide serves as the primary host for public tours of the MacKenzie-Childs Production Studio. This position 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. 

Key Responsibilities: 

Tour Guide 

• Lead scheduled tours of the Production Studio, providing engaging commentary on company history, design, and craftsmanship. 

• Welcome and greet guests in a professional, approachable maner, ensuring they feel valued and comfortable. 

• Communicate safety and etiquette guidelines clearly and monitor guest adherence during tours. 

• Provide support to guests through 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. 

Retail Store Support 

• 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. 

Administration & Operational Support 

• 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 Retal 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. 

Qualifications 

• 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. 

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. 

Supervisory Responsibilities: 

This position has no supervisory responsibilities.  

Education and Experience:    

• High school diploma or GED 

• Associate’s or Bachelor’s degree in Communications, Hospitality, Marketing, Education, Public Relations, or a related field preferred 

• Coursework or training in public speaking, customer experience, or tour docent preferred 

• 2-4 years customer-facing experience in retail, hospitality, tourism or guest services in a high-end or luxury environment 

• Experience engaging with diverse audiences, including VIP and international visitors 

Special Requirements: 

• Occasional weekend work as required to meet business needs. 

Knowledge, Skills, and Abilities: 

• Strong verbal communication and public speaking skills. 

• Ability to convey technical processes in an engaging, guest-friendly manner. 

• Professional demeanor and exceptional customer service. 

• Ability to maintain group safety and engagement throughout the tour. 

• Intermediate Computer skills for scheduling, email, and reservation management. 

Physical and Mental Requirements: 

• Ability to stand, walk, and lead groups for extended periods. 

• Comfortable working in varying environmental conditions (heat, noise). 

• Able to lift up to 10 lbs occasionally. 

Environmental Conditions: 

Tours take place within an active production environment, including elevated heat near kilns, moderate noise, and extended walking on hard surfaces, all while maintaining a professional and welcoming guest experience. 

Salary Range: $20-$22/hr

Benefits: 

• Competitive salary commensurate with experience 

• Comprehensive benefits package including medical, dental, and vision coverage 

• 401K Retirement Savings + Company Match 

• Paid Vacation, PTO and Holidays 

• Company sponsored life insurance and LTD 

• Health Savings Account + Company Match 

• Generous Employee Discount 

• Verizon Discount 

• Referral Bonus Program 

• Opportunities for professional development and career advancement 

MacKenzie-Childs is committed to creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and welcome applications from all qualified candidates.