Centre Operations & Guest Experience Manager

British and Irish Association of Zoos and Aquariums (BIAZA); Greater London; On-site; GBP 42,000 - 54,000; Full time

Job summary

The Living Rainforest in the United Kingdom is seeking a dynamic Visitor Centre Operations Manager to lead the daily operations of our visitor centre and create commercial success. You will oversee guest experiences, staff management, and ensure smooth operational activity to deliver memorable visitor experiences.

We require a commercially minded leader who can foster an engaging, welcoming environment that brings our charity’s mission to life.

Qualifications

• Proven management experience in a visitor services environment.
• Be commercial minded.
• Strong leadership skills with the ability to motivate diverse teams.
• Excellent communication skills to engage with visitors, staff, and external partners effectively.
• Knowledge of health and safety and other operational legislation.
• Ability to multitask in a fast-paced setting while maintaining attention to detail.

Responsibilities

• To oversee the commercial operations and success of The Living Rainforest visitor centre.
• To manage the smooth running of the day-to-day operations of the visitor centre.
• To act as Duty Manager, and head up the wider Duty Manager team, including opening, closing and overseeing all operations within the centre.
• To manage Health and Safety across the centre, including First Aid.
• To oversee the front of house and educational school visits teams.
• Working with our wildlife team, support with the planning and construction of new displays and exhibits within the visitor centre.
• Working with our Marketing Manager, monitor visitor numbers, operational performance, and customer feedback to drive continuous improvement.
• Coordinate operations across all visitor centre teams, including front of house, café, shop, education, maintenance and glasshouse teams.

Skills

Management experience

Commercial mindset

Leadership

Communication

Health and safety knowledge

Multitasking

Tools

EPOS systems

Job description

The Living Rainforest in the United Kingdom is seeking a dynamic Visitor Centre Operations Manager to lead the daily operations of our visitor centre and create commercial success. You will oversee guest experiences, staff management, and ensure smooth operational activity to deliver memorable visitor experiences.

We require a commercially minded leader who can foster an engaging, welcoming environment that brings our charity’s mission to life.