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Guest Services Manager

£33293/annum + 31 days holiday, free tickets, etc

East Midlands, United Kingdom

Guest Services Manager

Based in the heart of England, Twycross Zoo (TZ) is an award-winning conservation charity and rapidly growing visitor attraction. The Zoo is committed to supporting global welfare and conservation efforts in the captive breeding of endangered species whilst supporting projects from many different countries around the world, including Ape Action Africa, Lola Ya Bonobo and the FFI Cao Vit Gibbon Project.

In 2014, the Zoo launched its 20-year, £55million Masterplan. Since this time, new habitats which have opened to the public include Giraffe Savannah and Gibbon Forest. Recently TZ have opened a £3.5 million new world-class chimpanzee habitat, Chimpanzee Eden, and are looking forward to building on this continued growth and success. As part of the Zoo’s Masterplan development programme, other investments have also included new habitats and renovations such as Lorikeet Landing, a Lemur walk-through and Butterfly Forest, all of which offer visitors an immersive and inspiring experience with the animals.

At TZ you’ll be part of an evolving and progressive organisation, with staff engagement at its very core by ensuring inclusion through superb communication. TZ offers a diverse range of roles and is committed to the fundamental approach of equal opportunities in employment. The Zoo’s team strives to educate and inspire everyone to care about, and therefore contribute to saving, the other species with which we share our planet.

With a dedicated and enthusiastic team of colleagues at its heart, the Zoo aims to become a recognised “Centre of Excellence” that continues to make a significant contribution to the welfare and conservation of animals, especially primates, by being at the heart of conservation.

What will this role of Guest Services Manager entail?

Reporting to the Head of Operations, as the Guest Services Manager you ensure that all visitors to Twycross Zoo have a memorable experience. You’ll be responsible for driving commercial activities to maximise profits and visitor numbers, aligning these activities with the vision and mission of the Zoo. Your duties will include but not be limited to:

* Being responsible for all aspects of the visitor journey, focusing particularly on the on-site experience
* Being a champion of customer care
* Recruiting, inducting and providing further training for all within the Guest Services Team
* Carrying out staff 1-2-1s and performance reviews
* Ensuring the preparation of rotas in advance, whilst making sure that appropriate numbers of staff are allocated to cover the various areas of Guest Services
* Taking responsibility for the budget of the Guest Services Department
* Undertaking Duty Zoo Manager shifts on a rota basis

What will I need to be considered for this Guest Services Manager vacancy?

* Proven experience at management level within a customer-facing role, with a successful track record of delivering a superb level of service
* Ability to implement plans and objectives
* Demonstrable people management and customer care skills, with the ability to competently and professionally train others in customer care
* Well organised with the ability to communicate effectively with people at all levels, internally and externally
* IT literate, with good working knowledge of Microsoft Word and Excel
* Educated to NVQ Level 3 or equivalent in a relevant subject

Although not essential, having a current certificate in First Aid at Work and up to date training in first aid, defibrillator use and oxygen therapy would be highly advantageous.

What will I receive in return?

Contract Type: Permanent

Salary: Up to £33,293, level dependent on experience

Working Hours: Full time. Flexibility with working days, and start and finish times, will be required to meet business needs

Benefits: 31 days holiday per annum (inclusive of bank holidays), along with the benefit of a staff membership card, giving you free entry to the Zoo on your days off and discounts in our retail and food outlets. Free onsite parking.

Additional Benefits: Private medical insurance and life assurance

Location: Atherstone, Warwickshire (on the A444, which is easily accessed via the A5 and the M42 Junction 11).

All applications to be submitted online, and strictly no agency calls or agency CV submissions

Twycross Zoo
SectorAdministration
Job TypePerm
RecruiterThird Party Employer
Job ID61045

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