Customer Experience Lead — Food & Beverage

Australia Zoo; Beerwah; On-site; AUD 90,000 - 120,000; Full time

Job summary

Australia Zoo is seeking a Customer Service Manager (Food and Beverage) to lead the F&B Customer Service team and drive exceptional guest experiences. You will monitor KPIs, oversee cleanliness, and coach staff to deliver consistent service excellence across all outlets within the park.

The role requires strong leadership, focus on customer engagement, and collaboration with Marketing, Operations, and Sales to boost loyalty and satisfaction. Weekend and holiday availability is essential.

Qualifications

• Experience leading a food and beverage service team.
• Proven ability to improve customer satisfaction metrics.
• Strong coaching and training skills.
• Availability for weekends and holidays.

Responsibilities

• Develop, monitor, and report on key performance indicators (KPIs).
• Implement strategies to improve KPIs and ensure targets are met consistently.
• Conduct monthly audits to benchmark standards and create improvement action plans.
• Establish and uphold cleanliness standards across all customer interaction areas.
• Establish and implement Customer Service Training with Training and Development Officer.
• Establish and implement Food safety and Handling Training with Training and Development Officer.
• Conduct regular inspections and audits to ensure compliance with cleanliness protocols.
• Oversee and mentor the supervisory team, fostering a positive work environment.
• Develop and implement customer engagement strategies for short term and ongoing base.
• Collaborate with Marketing and Sales to enhance loyalty and satisfaction.
• Prepare and present regular reports on customer service performance to Chief Food and Beverage Officer.
• Work with Operations, Sales, and Marketing to ensure cohesive customer service.

Job description

Australia Zoo is seeking a Customer Service Manager (Food and Beverage) to lead the F&B Customer Service team and drive exceptional guest experiences. You will monitor KPIs, oversee cleanliness, and coach staff to deliver consistent service excellence across all outlets within the park.

The role requires strong leadership, focus on customer engagement, and collaboration with Marketing, Operations, and Sales to boost loyalty and satisfaction. Weekend and holiday availability is essential.