Guest Operations Manager

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

Location

Newquay Zoo, Trenance Gardens, Newquay, Cornwall, TR7 2LZ

Salary

£29,367.00 per annum

Application Deadline

Sunday, September 20, 2026

Job Summary

Newquay Zoo's journey from a small petting zoo to a thriving conservation and education hub is truly inspiring. Over the past five decades, we have become a cornerstone of wildlife protection and a top tourist attraction in Cornwall. There are over 120 species of animal that call Newquay Zoo home including Penguins, Lynx and even endangered Hyenas! We blend conservation with education and public engagement. From lush gardens to interactive exhibits, it's clearly more than just a day out-it's a place where people connect with wildlife and learn how to protect it. Newquay Zoo has recently become part of Libéma, one of the Netherlands' leading leisure organisations, bringing new opportunities for innovation, collaboration and growth

Permanent

37.5 hours per week

We are looking for an experienced and commercially minded Guest Operations Manager to oversee the daily operation, performance, and strategic development of our catering, retail, and guest services functions.

This is a key leadership role responsible for delivering exceptional guest experiences, driving commercial success, maintaining the highest operational standards, and ensuring full compliance across all areas of operation.

The successful candidate will be a proactive and inspirational leader who can motivate teams, identify opportunities for growth, and create an environment where service excellence is at the heart of everything we do.

Please note internally this role is known as Operations Lead.

The Role

As Guest Operations Manager you will manage the day-to-day delivery of catering, retail and guest services, ensuring exceptional standards across all guest-facing areas. You will manage, coach and develop operational teams, oversee staffing and rota planning, and promote a culture of professionalism, accountability and continuous improvement. As a member of the management team, you will act as Duty Manager and fulfil the responsibilities of the site's Personal Licence Holder.

You will be responsible for driving commercial performance through effective management of budgets, KPIs, sales, expenditure and stock control, while ensuring robust financial processes and compliance with all relevant requirements. Working closely with the wider business, you will identify opportunities to increase revenue, enhance product offerings and improve retail performance.

A key focus of the role will be delivering an outstanding guest experience by ensuring high levels of customer service, responding effectively to feedback and complaints, and implementing service improvements that enhance the visitor journey.

You will ensure full compliance with Food Hygiene, Health & Safety, COSHH and Licensing legislation, maintain operational standards, oversee equipment and maintenance requirements, and lead regular audits to support continuous improvement.

Working closely with the Site Manager, Head of Operations and other departments, you will contribute to strategic planning, support business growth initiatives and help maximise sales, profitability and guest satisfaction.

About you:

We are looking for a passionate and proactive individual who thrives in a hands-on environment:

We are looking for someone who has:

• 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).

You are:

• Calm, resilient, and able to handle busy or challenging situations
• A confident communicator who can engage all types of visitors
• Highly organised with great attention to detail
• A team player who brings enthusiasm and energy
• Adaptable, reliable, and always ready to learn
• Happy to work weekends, bank holidays, and occasional evenings

At Newquay Zoo, we believe taking care of our team is just as important as caring for our animals. That's why we offer a benefits package that's packed with perks: enjoy 33 days of paid holiday pro-rate and access to top-tier training-from First Aid to driving a tractor. Your family can join the adventure too, with free zoo entry for loved ones, plus sweet discounts on food and retail while you're on site. We'll make parking a breeze with free staff spaces and support your wellbeing through our Employee Assistance Programme. Fancy joining the Firearms team? Opportunities await-pending a few conditions, of course.

We proudly champion equality of opportunity for all our team members. We welcome applications from individuals of all backgrounds and identities, including but not limited to age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage or civil partnerships. Inclusion isn't just a policy-it’s part of our culture. Everyone deserves the chance to thrive here.