Visitor Experience Manager job with Colchester Zoo in Colchester, UK | Leisure Opportunities
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Visitor Experience Manager
Colchester, UK
Colchester
Essex
United Kingdom
Competitive
Full time
05 Aug 2019
10 Jul 2019
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Colchester Zoo is home to over 240 species in 60 acres of parkland and lakes. The Zoo’s mission is to provide a first class experience for all its visitors and at the same time further understanding and respect for animals. Through visitors’ funds, Colchester Zoo undertakes breeding programmes for endangered species and funds in situ projects in the wild via the Zoo has charitable arm, Action for the Wild and it’s very own UmPhafa Private Nature Reserve in South Africa.

We are looking to appoint a Visitor Experience Manager, this is a full time position working 5 days per week and includes working weekends and public holidays.

About the Role
The Visitor Experience Manager must be able to demonstrate a passion for excellent guest service as they will be the voice of the visitor throughout all aspects of Colchester Zoo ensuring every customer has a positive and memorable experience, and will be the person responsible for recovering and turning around any unsatisfied visitors. Act as Duty Manager on a regular basis to include weekends and public holidays, and late night opening events.

Responsibilities:
• Ensure the highest possible standards of guest service; education presentation; technical operation and safety in all areas of the park.

• Monitor standards of service and response to our overall product through observations and guest comments; recommending short or long term changes through daily reports and proposals to senior management.

• Ensure appropriate feedback to all department Managers/Supervisors to enable quick response to any Customer Service issues.

• Work closely with the Marketing Department to possess an up to date knowledge of new exhibits and attractions. Provide input regarding future alterations and how these could influence the experience and operational flow of visitors.

• Monitor guest complaints/comments and respond with the necessary actions

• Coach and motivate staff throughout the park to maximise sales opportunities and ensure secondary spend targets are met. Demonstrate strong sales approach, leading by example.

• Act as Duty manager when required which will include weekends; public holidays and special events.

• Ensure all areas comply with current Health and Safety within the workplace

About You:
• Excellent communication; listening and motivational skills;
• Must have attention to detail and sense of urgency
• Must be confident; enthusiastic and willing to work in a fast paced environment
• Proven ability to work on multiple projects simultaneously and multi task as necessary
• Self Motivated being able to work independently or as part of a team.
• Be able to deliver clear and concise daily management reports
• Have a good understanding of Colchester Zoo and its charity Action for the Wild

Preferred Qualifications:
• 1-2 years experience in a supervisory or management role in a visitor attraction; theme park; museum; or leisure environment
• Experience dealing with guests in difficult situations, and maintaining the highest level of service in high pressure situations
• Knowledge of Microsoft Excel; Word and Outlook
• Excellent communication and motivational skills

Please send your CV and covering letter by clicking on ‘apply now’.
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