Senior Operations Host - (Food, Beverage and Guest Services Shift Supervisor)

Senior Operations Host - (Food, Beverage and Guest Services Shift Supervisor)

Location: Newquay Zoo, Trenance Gardens, Newquay, Cornwall, TR7 2LZ
Salary: £22,696.70 per annum
Job Type: Permanent
Hours: 32.5 per week
Application Deadline: Thursday, July 16, 2026

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.

The Role

As a Senior Operations Host, you'll be at the heart of our guest engagement. You will:

• Champion exceptional customer service by setting a consistently high standard for guest engagement.
• Lead the team in delivering efficient F&B service, maintaining consistent quality, speed and presentation.
• Support preparation and service of food and beverages to the required standards.
• Oversee stock rotation, waste minimisation and completion of related documentation.
• Ensure all hygiene, allergen, licensing and health & safety procedures are followed.
• Maintain high standards of cleanliness and presentation in all F&B areas.
• Oversee accurate operation of tills and adherence to cash handling procedures.
• Complete or support cashing up, float checks and secure deposits.
• Maintain accurate documentation, ensuring Hosts follow record keeping procedures.
• Communicate promptly with supervisors/managers on operational issues, maintenance needs or guest concerns.
• Take delegated responsibility for certain operational decisions when covering the manager, ensuring clear communication and accurate reporting.
• Confidently manage complex or escalated guest queries with professionalism and efficiency, ensuring a positive outcome.
• Provide clear and accurate information about the site, including memberships and experiences.
• Actively capture and share guest feedback to support ongoing improvements.
• Foster a positive, supportive, and collaborative team culture that enables colleagues to thrive and deliver their best.

About you:

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

You'll bring:

• NVQ 2 Customer Care or equivalent.
• Significant experience in a front of house, customer facing or visitor services role.
• Experience working in a busy operational environment (e.g. visitor attractions, hospitality, retail, leisure, events).
• Demonstrated 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.

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.

Benefits

We offer a benefits package that includes 33 days of paid holiday pro rata and access to training, including First Aid and tractor driving. Family members can join the adventure with free zoo entry for loved ones and enjoy discounts on food and retail while on site. We provide free staff parking and support wellbeing through an Employee Assistance Programme.

Equal Opportunity

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 is part of our culture. Everyone deserves the chance to thrive here.