Zoo Operations Lead: Guest Services & Retail

British and Irish Association of Zoos and Aquariums (BIAZA); Greater London; Presencial; GBP 42.000 - 56.000; Jornada completa

Descripción de la vacante

Hertfordshire Zoo is seeking an experienced Operations Manager to unite Park Services, Guest Services, Retail and Catering under one accountable leadership. You will drive visitor experience, safety, and commercial performance, while coordinating staffing and resources across departments.

The role requires hands-on leadership, decision-making, and the ability to manage seasonal and event-driven demand. Weekend and holiday coverage will be required as part of a busy, visitor-facing operation.

Formación

• Experience leading multiple customer-facing departments.
• Commercial awareness including budgeting and staffing.
• Ability to lead managers and address performance issues.
• Workforce planning and rota management.
• Hands-on leadership in fast-moving environments.
• Experience implementing flexible working approaches.

Responsabilidades

• Provide central accountability for customer-facing operations, staffing, expenditure and visitor-service standards.
• Coordinate staffing and resources across Park Services, Guest Services, Retail and Catering.
• Develop annual staffing and payroll plans for seasons, events and peak periods.
• Match staffing to visitor demand using bookings, weather, events, sales and queue levels.
• Ensure areas are safe, clean, stocked, and ready before opening.
• Produce monthly performance reports and act on findings.
• Undertake senior Duty Manager shifts and respond to incidents.
• Ensure compliance with health & safety, safeguarding, licensing, and procedures.

Conocimientos

Operational leadership

Budget management

Staffing and workforce planning

Customer-facing operations

Decision making

Health & safety compliance

Communication

Problem solving

Change management

Descripción del empleo

Hertfordshire Zoo is seeking an experienced Operations Manager to unite Park Services, Guest Services, Retail and Catering under one accountable leadership. You will drive visitor experience, safety, and commercial performance, while coordinating staffing and resources across departments.

The role requires hands-on leadership, decision-making, and the ability to manage seasonal and event-driven demand. Weekend and holiday coverage will be required as part of a busy, visitor-facing operation.