MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments. 

 Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful. 

Summary:

Hey, who couldn’t use a little more sweetness in their work? What other retail job can offer you the opportunity to become a “Smile Maker” and a “Moment Creator” with some of America’s most-beloved candy? You can be part of this vibrant workplace as a member of the HERSHEY’S CHOCOLATE WORLD location in the heart of New York City - Times Square. The Hershey’s Café Associate Lead, is responsible for providing a memorable customer experience within a high-energy retail location. Imagine the possibilities creating…smooshy double chocolatey s’mores, the edible art of a HERSHEY’S milkshakes, a 1-pound customizable REESE'S, frosty JOLLY RANCHER slushes with you as the guide! You will be responsible for welcoming customers and helping them explore the possibilities offered in the café. You will actively engage customers in all The HERSHEY’S CHOCOLATE WORLD has to offer inviting them into a world of sweetness, goodness, happiness, surprise, delight, and discovery. Join us as a “Hershey Hero, a Smile Creator, and Moment Maker.”

This position designed to create a positive experience that reflects the fun brand image of The Hershey Company and its products through direct café customer interaction. This is for The HERSHEY’S CHOCOLATE WORLD – Times Square

As a Café Associate Lead you will be an integral part of the customer experience. You will be responsible for supporting and executing the day-to-day operations of the Café. Most times you are the first point of contact and the driving force behind an exceptional customer experience. As a Café Associate Lead you are expected to connect with and make recommendations to your customers, with an upbeat and positive attitude. You will be expected to maintain brand standards and uphold the policies and regulations set forth by The Hershey Company and other relevant Health and Safety agencies.

Essential Job Functions:

• Ensure the quality of the café products served meet the standards of The Hershey Company. This includes standard portion sizes, cooking methods, quality standards, kitchen rules, policies, and procedures
• Provide an exceptional customer experience, by always communicating in a manner that is friendly, fun
• Strive to meet individual, team, and department goals that drive your overall success
• You must maintain store cleanliness standards that support the visual presentation direction and enhance the customer shopping experience
• Contribute to a positive work environment by treating all customers, guests, and employees with respect
• With an eye for detail consistently and accurately use daily and nightly prep sheets, cleanliness, and station checklists
• • Clean café equipment and departments as assigned, thoroughly and in a timely manner, in accordance with sanitation guidelines and Department of Health regulations
  • Escalate any issues/complaints to café or store management in timely manner communicating clearly and effective to minimize negative impact on customer experience
  • Maintain knowledge of critical dietary information and demonstrate proper food handling
  • Remain up to date on all policies, procedures, and guidelines set by the Department of Health and other relevant government agencies by completing all mandatory training and required certifications.
  • Trains new team members.
  • Helps team members improve their skills and product knowledge.
  • Serves as a point of escalation for questions or issues including individual guest issues
  • Uses professional expertise to guide and motivate a group of employees. 
  • Drive customer satisfaction, communicating information in a manner that is friendly, fun. Make suggestions and recommendations regarding The Hershey’s Chocolate World products and café services
  • Follow all cash handling procedures and issue register audits when a new rep is assuming cashier duties in RSYC or S’mores camper
  • Ensure all staff are in correct dress code
  • Ensure Associates are in their assigned areas in the Café
  • Ensure all Café checklists, including Department of Health (DOH), opening and closing, are carried out daily
  • Receive vendor orders, manage and maintain inventory
  • Supervise Café policies and procedures
  Supervise Café staff breaks

Required Knowledge, Skills, and Abilities:

• Open and honest communication
• Engaging personality (Smile Creator)
• Proven self-starter
• Maintain a professional personnel appearance complying uniform expectations
• Great interpersonal skills with the ability to build and maintain strong working relationships
• Ability to multi-task and prioritize in a fast-paced environment
• Understanding or acquiring knowledge of safety, sanitation, and food handling procedures
• Ability to foster positive work environment.
• Ability to work as part of a team and contribute to the success of a group.
• Ability to work in a changing environment and adapt to the needs of the business.
• Ability to address client concerns.
• Ability to engage customers and establish relationships.
• Requires the ability to move around the store, assist customers and maneuver merchandise when necessary
• Ability to lift to 20 pounds independently

Job Requirements:

• High School Diploma or equivalent (G.E.D.) required
• Minimum 2-3  year retail/food service/hospitality experience
• Serve-safe certification preferred or willing to acquire
• Previous flagship and/or high-volume retail or merchandising experience preferred

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)