Guest Experience & Operations Leader

LLOYD'S REGISTER INTERNATIONAL; Newquay; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

33 days paid holiday pro-rata

Free zoo entry for family

Staff discounts on food & retail

Free parking for staff

Employee Assistance Programme

Training opportunities

Job summary

Newquay Zoo is seeking a commercially minded Guest Operations Manager to oversee catering, retail and guest services, driving performance and high standards across all guest-facing areas at Newquay Zoo.

You will lead operational teams, manage rosters, budgets, and KPIs, and ensure compliance with health, safety, licensing and hygiene requirements while delivering outstanding visitor experiences.

Qualifications

• Significant experience managing catering, hospitality, retail or guest service operations.
• Proven leadership experience to motivate and develop teams.
• Strong commercial acumen with budgets, KPIs and financial controls.
• Excellent customer service and stakeholder management skills.
• Personal Licence Holder qualification (or willingness to obtain).

Responsibilities

• Oversee daily catering, retail and guest services operations.
• Manage staffing, rosters and coach teams.
• Drive commercial performance through budgets, KPIs, and stock control.
• Ensure high guest experience and respond to feedback.
• Lead audits for health, safety, licensing and hygiene.

Skills

Catering management

Hospitality operations

Retail operations

Guest services leadership

Budget management

KPIs management

Customer service

Licensing compliance

Personal Licence Holder

Job description

Newquay Zoo is seeking a commercially minded Guest Operations Manager to oversee catering, retail and guest services, driving performance and high standards across all guest-facing areas at Newquay Zoo.

You will lead operational teams, manage rosters, budgets, and KPIs, and ensure compliance with health, safety, licensing and hygiene requirements while delivering outstanding visitor experiences.