Guest Operations Leader: Dining, Retail & Guest Experience

Wild Planet Trust; Newquay; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

33 days paid holiday pro-rata

Top-tier training

Free zoo entry for family

Staff discounts on food & retail

Free staff parking

Employee Assistance Programme

Job summary

Newquay Zoo is seeking an experienced Guest Operations Manager to oversee the daily delivery of catering, retail and guest services. You will manage, coach and develop operational teams, oversee staffing and rota planning, and promote a culture of professionalism and continuous improvement.

You will drive commercial performance, manage budgets and KPIs, ensure compliance with Food Hygiene, Health & Safety, COSHH and Licensing, and lead audits.

Qualifications

• Significant experience managing catering, hospitality, retail or guest service operations.
• Proven leadership experience with the ability to motivate, coach and develop high-performing teams.
• Strong commercial acumen and experience managing budgets, KPIs and financial controls.
• Excellent customer service and stakeholder management skills.
• Thorough knowledge of Food Safety, Health & Safety and Licensing requirements.
• Experience of stock management, auditing and operational compliance.
• Strong problem-solving, organisational and decision-making abilities.
• A hands-on approach and willingness to lead by example.
• A Personal Licence Holder qualification (or willingness to obtain if required).

Responsibilities

• Manage the day-to-day delivery of catering, retail and guest services operations.
• Lead and develop operational teams, oversee staffing and rota planning, and promote professionalism.
• Drive commercial performance through budgets, KPIs, sales, expenditure and stock control.
• Ensure robust compliance with Food Hygiene, Health & Safety, COSHH and Licensing legislation.
• Deliver outstanding guest experiences by responding to feedback and introducing service improvements.
• Work with Site Manager and other departments on strategic planning and growth initiatives.

Skills

Leadership experience

Budget & KPI management

Customer service excellence

Food Safety & Health & Safety

Problem-solving & organisational

People management

Personal Licence Holder (or willing)

Stock management & auditing

Job description

Newquay Zoo is seeking an experienced Guest Operations Manager to oversee the daily delivery of catering, retail and guest services. You will manage, coach and develop operational teams, oversee staffing and rota planning, and promote a culture of professionalism and continuous improvement.

You will drive commercial performance, manage budgets and KPIs, ensure compliance with Food Hygiene, Health & Safety, COSHH and Licensing, and lead audits.