Senior F&B Operations Host – Guest Experience Lead

Wild Planet Trust; Newquay; On-site; GBP 20,000 - 25,000; Full time

Benefits offered by this job

33 days of paid holiday pro-rata

Top-tier training

Free zoo entry for loved ones

Staff discounts on site

Job summary

Wild Planet Trust is seeking a confident Food and Beverage Coordinator at Newquay Zoo. The role supports F&B operations with a focus on delivering exceptional guest experiences across the site.

Permanent, 32.5 hours per week, the position is known internally as Senior Operations Host. We offer a benefits package including 33 days holiday pro-rata, training opportunities from First Aid to tractor driving, free zoo entry for loved ones, staff discounts, and wellbeing support through our Employee

Qualifications

• NVQ 2 Customer Care or equivalent.
• Significant experience in a Food & Beverage role.
• Experience in a busy operational environment (visitor attractions, hospitality, retail, leisure, events).
• Experience taking responsibility during shifts, coordinating colleagues or acting as a senior/lead host.
• Experience handling customer enquiries, complaints and escalations confidently.
• Experience following procedures related to cash handling, health & safety, and compliance.
• Strong leadership skills with the ability to guide, support and motivate colleagues during daily operations.
• Excellent customer service skills with confidence in dealing with a wide range of guests.
• Confident use of till systems, ticketing systems or similar POS.

Responsibilities

• Champion exceptional customer service by leading guest engagement and service delivery.
• Set a consistently high standard for guest experience across the site.
• Oversee F&B service to ensure quality, speed and presentation.
• Support preparation and service of food and beverages to required standards.
• Oversee stock rotation, waste minimisation and related documentation.
• Ensure hygiene, allergen, licensing and health & safety procedures are followed.
• Maintain high cleanliness and presentation standards in F&B areas.
• Oversee till operation and cash-handling procedures, including float checks.
• Document and report operational issues promptly to supervisors/managers.
• Communicate clearly with the team to support smooth daily operations.
• Coordinate response to guest queries and escalations with professionalism.

Skills

Customer service

Leadership

Cash handling

Till systems

Education

NVQ 2 Customer Care

Tools

POS (Point of Sale)

Job description

Wild Planet Trust is seeking a confident Food and Beverage Coordinator at Newquay Zoo. The role supports F&B operations with a focus on delivering exceptional guest experiences across the site.

Permanent, 32.5 hours per week, the position is known internally as Senior Operations Host. We offer a benefits package including 33 days holiday pro-rata, training opportunities from First Aid to tractor driving, free zoo entry for loved ones, staff discounts, and wellbeing support through our Employee