Job Description

Job Title:

Guest Services Team Leader

Work Base:

Welsh Mountain Zoo - Colwyn Bay

Hours of Work:

35 hours (5 days Monday to Sunday)

Department:

Guest Services

Line Manager

: Head of Guest Services

Direct Reports:

Guest Services Team Members & Senior Team members

ROLE PURPOSE

Our Guest Services Team are passionate about creating exceptional visitor experiences that reflect the Zoo's conservation mission and values. They deliver our mission and

Bring Conservation to Life

by ensuring every guest enjoys a warm welcome and an engaging, safe, and memorable visit.

As Guest Services Team Leader, you'll inspire and lead the team to deliver consistently high standards across admissions, retail, and events. You'll ensure the smooth day-to-day running of operations while supporting income generation through exceptional service, teamwork, and attention to detail.

KEY RESPONSIBILITIES FOR THE ROLE

Team Leadership & Development

Lead, motivate, and coach team members and volunteers to deliver exceptional service. Provide regular feedback, training, and daily briefings to support continuous team development. Recruit and onboard seasonal staff, maintaining consistent standards of service and presentation. Manage rotas, attendance, and daily operations to ensure smooth and efficient running of the department. Support the Head of Guest Services with resource planning, reporting, and budget management.

Guest Experience & Engagement

Greet guests warmly and ensure smooth check-in and entry procedures. Oversee the delivery of a welcoming, professional, and informative service across all guest touchpoints. Handle guest enquiries and feedback courteously, in person, by phone, or by email, resolving issues promptly. Promote Zoo experiences, memberships, adoptions, and events to enhance guest engagement and support income generation. Ensure Gift Aid opportunities are maximised and recorded accurately. Collaborate with other departments to deliver seasonal activities, events, and promotional offers. Monitor and report on team performance against visitor satisfaction, admissions, and retail targets. Use data and guest feedback to identify trends, celebrate success, and drive improvement.

Health, Safety, and Compliance

Lead by example to maintain a safe, inclusive, and welcoming environment for guests, staff, volunteers, and animals. Participate in risk assessments, audits, and safety training. Ensure compliance with Zoo policies, including Animal Welfare, GDPR, Finance, Safeguarding, and Security. Provide calm, confident leadership during emergencies or drills.

Administrative and System Management

Use POS and booking systems to process admissions, reservations, and payments accurately. Maintain accurate guest and transaction records. Assist with reporting, budgeting, and resource planning to support operational efficiency.

KEY REQUIREMENTS FOR THE ROLE

Essential:

Minimum 2 years' proven experience directly supervising or managing staff, including responsibility for rotas, performance, and day-to-day operational decision-making, in a customer-facing environment (e.g. tourism, leisure, retail, hospitality). Minimum 3 years' experience within customer facing roles Professional, friendly, and approachable manner with a genuine passion for delivering outstanding guest experiences Demonstrable experience coaching, mentoring, and supporting team members to develop their skills, confidence, and performance Commercial awareness, with experience meeting sales or service targets IT literate, with confidence using POS systems, stock management software, and cash handling procedures Excellent organisational skills with attention to detail Good standard of secondary education, including English and Maths Ability to work weekends, bank holidays, school holidays, and peak periods on a consistent basis

Desirable:

Level 2 or 3 Leadership & Management qualification (ILM, CMI or equivalent) Customer Service or Visitor Experience qualification Welsh Speaking First Aid at Work certificate

Key behaviours (competencies) for the role

Lead and Inspire - motivate others through positivity, professionalism, and leading by example Guest Focused - committed to creating memorable experiences and exceeding visitor expectations Collaborative - work effectively across departments to achieve shared goals. Commercially Minded - actively seek opportunities and support initiatives to diversify and generate income to support of the Zoo's conservation mission Organised and Resilient - remain calm and focused under pressure, managing priorities effectively Adaptable and Resourceful - responds confidently to change and supports others through busy or challenging periods Committed to Growth - seeks feedback, develops self and others, and contributes to continuous improvement
Closing date: 23rd January 2026

Advert may close early due to volume of applicants.

Job Type: Full-time

Pay: 26,000.00-30,000.00 per year

Benefits:

Company events Discounted or free food Employee discount Free parking On-site parking
Application question(s):

This role requires working weekends, holidays and bank holidays. Are you flexible with your working hours?
Experience:

Supervisory, Team Leading or Managerial: 2 years (required) Customer service: 3 years (required)
Language:

Welsh (preferred)
Licence/Certification:

Driving Licence (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person