Role Specification
Visitor Experience and Duty Manager
Reporting to the Head of Business Operations and Visitor Experience
Role Purpose
To manage the day to day visitor experience at Edinburgh Zoo, ensuring an environment that is engaging, informative,
safe and well maintained – exceeding visitor expectations.
Key Dimensions
Strategic
Scope
Business
Skills
Complexity
Autonomy
Technical
Roles
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Operates at a senior level but has limited or no wider management responsibility
Freedom to make operational decisions about the deployment of resources to achieve targets
Analyses requirements & advises on scope and options for operational improvement
Communicates fluently with colleagues and customers
Keeps up to date with changes in their area of expertise, rapidly absorbs new technical
information and applies it effectively
Responsible for & takes initiative for their own personal development
Performs complex technical, professional or financial activities
Undertakes work which requires the application of principles in a wide range of contexts
Work is often self-initiated within broadly defined areas of responsibility
Expert in their technical or professional area & applies this knowledge to RZSS’ activities
Provides advice on their area of expertise and mentors more junior colleagues
May lead projects of importance to RZSS
May be responsible for the day-to-day management and leadership of a large team
Works under broad direction.
May be responsible for managing the work of others and the allocation of resources
Accountable for own technical, project or supervisory responsibilities.
Receives tasks in the form of objectives
Establishes own milestones & deadlines and team objectives and delegates responsibilities
Subject matter expert and demonstrates leadership within their own discipline/s
Advises on their wider area of expertise
May have no supervisory or management responsibility
Core Responsibilities
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To act as primary Visitor Duty Manager for Edinburgh Zoo (on a rostered basis), liaising closely with the Living
Collections Duty Manager & other colleagues to ensure the site is consistently presented to the best standards.
To manage any incidents and their impact on the visitor as and when they arise.
Responsible for customer service and visitor feedback, evaluation and monitoring; including monthly mystery
visit feedback and benchmarking of experience KPIs.
To act as a diversity and inclusion champion for the site, developing processes and practices to ensure Edinburgh
Zoo is as physically accessible as possible, managing and exceeding visitor expectation in this respect.
Develop and maintain a 5 star service culture and visitor experience; leading on the management of visitor
facilities, service contracts, information and feedback and associated improvements and development.
Manage, motivate, develop and review team members, following good management practice and working
within HR policy guidelines, so their performance meets or exceeds the agreed performance standards.
Liaise with Senior Managers across RZSS to ensure they, and your team, are kept informed of any potential
impacts on their, and your, areas of responsibility with regard to visitor experience activities and projects.
Responsible for overseeing and coordinating consistent and engaging visitor information (both pre & during visit)
related to access, orientation and facilities. Liaising with Interpretation, Digital and other colleagues, to ensure
that visitor expectation is managed and exceeded and that key messages are consistent.
Ensure compliance with RZSS’s policies, procedures and guidelines, together with all relevant regulatory and
statutory requirements (e.g. HR; H&S; Sustainability; Child Welfare)
Demonstrate commitment to your continued personal development.
Perform other reasonable duties and/or projects as directed by your Manager.
Visitor Experience & Duty Manager HR20 Dec 14
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Person Specification
Technical Competencies
Good working knowledge of Health and safety practices
Ability to implement and maintain appropriate evaluation and experience KPIs
Understanding of diversity and inclusion issues/regulations
Accurate numerical reasoning skills and attention to detail
Essential
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Engaging customers empathetically to link or upsell our products
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Good working knowledge of Microsoft Office (Outlook, Word, Excel)
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Use of electronic cash till
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Desirable
Behavioural Competencies
Competency
Planning & Organising
Level
Plan and manage your own and others’ work
Essential
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Finding Solutions
Balance short term fixes and longer term solutions across
the team
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Delivering Services &
Experience
Understanding Others
Develop a high performance culture around the team
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Understand and manage the underlying factors which
impact on you and the team’s performance
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Communicating
Communicate constructively to build good relations with
colleagues both within the team and across RZSS
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Projecting Confidence
Act in a way which projects your personal credibility,
inspires trust and helps you share your knowledge and
experience
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Influencing
Use influencing strategies for the success of the team and
the benefit of RZSS
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Embracing Change
Drive and support continuous improvements in the team
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Desirable
Experience
Significant experience of team leading in a customer service environment
Essential
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Significant experience of providing first class customer care and service, including
dealing with customer queries
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Good project management experience
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Experience of incident management
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Experience of working in a similar visitor attraction environment
Desirable
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Qualifications
Educated to degree level or equivalent qualifications or experience
Health and Safety qualification e.g. IOSHH
SVQ level 4, or equivalent qualification or experience, in a relevant subject e.g.
customer service
Visitor Experience & Duty Manager HR20 Dec 14
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Desirable
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