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Job opportunities with Zoological Society of London
Overnight Accommodation Manager
Zoological Society of London
Salary: £31,464 per annum
Job location: London, UK
Closing date: 05 Aug 2018
About Us:

The Zoological Society of London (ZSL), a charity founded in 1826, is a world-renowned centre of excellence for conservation science and applied conservation. ZSL’s purpose is to inspire, inform and empower people to stop wild animals from going extinct. With a new strategy about to launch in June 2018, ZSL is just about to embark on a transformational change programme which will see strategic objectives being set for our 200 year anniversary in 2026.

Job Overview:

The post holder is responsible for managing ZSL’s Overnight Experiences at both ZSL London Zoo and ZSL Whipsnade Zoo. This currently includes Gir Lion Lodges, Lookout Lodges, BedBUGS sleepovers and Nature Nights camping. This role is responsible for creating and developing the content and scripts for the overnight experiences. The Overnight Experiences Manager will also be supporting ZSL’s Animal Experiences Manager to ensure effective management of the entire ZSL Experiences Portfolio.

Main Duties and Responsibilities:

- Manage the current portfolio of Overnight Experiences, which includes Gir Lion Lodges and BUGS Sleepovers (ZSL London Zoo) and Lookout Lodges and Nature Nights Camping (ZSL Whipsnade Zoo).
- Monitor and drive occupancy rates through effective marketing and promotion of overnight experiences, working closely with key stakeholders to ensure a strong communications calendar at strategic points.
- Regularly report on performance to the Commercial Management Team – including forecasting, reconciled/actual sales and expenditure, with a focus on driving surplus.
- Directly working with other departments in the society ranging from Zoological teams, education, marketing, press and events.
- Ensure overnight experiences are content-driven, engaging and audited to ensure all relevant information being given to guests is correct, up to date and fitting with ZSL’s mission.
- Creating and writing business cases for new overnight experiences where appropriate, benchmarking against competitor offers and working with key stakeholders at the relevant site to build new experiences.
- Training the Host teams on the delivery of expectations to ensure that visitor expectations are met and exceeded wherever possible.
- Adapting content of the experiences when needed due to feedback, seasonal influences, welfare needs or special events.
- Ensuring our overnight experiences give consideration and are as inclusive as possible, meeting visitor need through content that is appropriate for all guests.
- Review the performance of specific Overnight Experiences and develop new itineraries as required.


The post holder will be accountable for the operational delivery of ZSL’s overnight experiences:

- Devising appropriate induction programmes for new members of staff and continued training in presentation style and customer service. Ensure all members of Host team have undertaken necessary training including first aid, fire warden and are CRB checked (if appropriate).
- Ensuring a consistency of delivery through effective rostering and supervision of Host activity.
- Keeping up to date with the latest developments in informal learning to ensure ZSL’s overnight experiences are innovative and exciting.
- Work closely with Animal Experiences Manager to make ongoing improvements to the experiences based on feedback/recommendations and updating supporting material such as emergency procedures, lodge folders etc. to ensure the delivery of the experiences are kept at a high standard.
- Ensure the talks and tours given as part of overnight stays are presented in an exciting and engaging manner, helping to deliver the experiences effectively to a high standard in order to achieve the visitor enjoyment targets set by ZSL. - Develop and maintain good working relationships with other departments within the zoo, especially Catering, Supporter Services, Facilities Management, Security and the Animal Teams.
- Review the Overnight Experience daily diaries and ensure that staff timesheets are filled in at the end of every shift.
- Ensure any customer issues or requests are dealt with efficiently.
- Ensure understanding of health & safety requirements and emergency procedures (specific for both sites) for ZSL’s overnight experiences, ensuring the safety of the Host team and visitors at all times.
- Ensure that budgeted expenditures are adhered to for all operational costs, including labour.
- Required to engage with guests and creating a fun, safe and informal environment. This may also require visitor engagement in highly sensitive situations such as an animal incident or personal guest issues or sickness. It is paramount the post holder deals with guests and other zoo staff in a professional manner at all times whilst being mindful of sensitive or confidential zoo information.
- Communication is at the core of this role. From audience communication of key ZSL messages and enhancing the guest experience, to interdepartmental communications of our ideas and plans.

Person Specification:

The ideal candidate will have:

- Previous experience working in a management role within the hospitality industry or visitor attractions, ideally with overnight accommodation experience.
- Excellent written and verbal communication.
- Previous experience in managing budgets and financial controls.
- Proven track record in delivering or exceeding departmental targets.
- Exceptional standards in customer care.
- Experience in product management and building comprehensive business case.
- Knowledge of working with Booking/Ticketing/CRM systems.
- Extensive experience in an operations role.
- Previous experience of supporting/managing strategic change.
- Ability to travel to both ZSL sites as required.

Please note: Please note: This position can be primarily based at either ZSL London Zoo or ZSL Whipsnade Zoo but will require travel to the other site (minimum one day per week).

Benefit Package:

This role offers a competitive salary plus a comprehensive benefits package including 25 days holiday, stakeholder pension where the employer minimum contribution is 7%, complimentary zoo tickets and more.

To Apply:

Applicants will need to upload their CV and covering letter (detailing relevant experience and skills, stating why they want the position and including details of availability) by clicking the "Apply Now" button.

Closing date for applications is: Midday (12:00 pm) Sunday 5th August 2018

The Zoological Society of London is a charity registered in England and Wales: no. 208728.

APPLY NOW
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Jobs . News . Products . Magazine
Job opportunities with Zoological Society of London
Overnight Accommodation Manager
Zoological Society of London
Salary: £31,464 per annum
Job location: London, UK
Closing date: 05 Aug 2018
About Us:

The Zoological Society of London (ZSL), a charity founded in 1826, is a world-renowned centre of excellence for conservation science and applied conservation. ZSL’s purpose is to inspire, inform and empower people to stop wild animals from going extinct. With a new strategy about to launch in June 2018, ZSL is just about to embark on a transformational change programme which will see strategic objectives being set for our 200 year anniversary in 2026.

Job Overview:

The post holder is responsible for managing ZSL’s Overnight Experiences at both ZSL London Zoo and ZSL Whipsnade Zoo. This currently includes Gir Lion Lodges, Lookout Lodges, BedBUGS sleepovers and Nature Nights camping. This role is responsible for creating and developing the content and scripts for the overnight experiences. The Overnight Experiences Manager will also be supporting ZSL’s Animal Experiences Manager to ensure effective management of the entire ZSL Experiences Portfolio.

Main Duties and Responsibilities:

- Manage the current portfolio of Overnight Experiences, which includes Gir Lion Lodges and BUGS Sleepovers (ZSL London Zoo) and Lookout Lodges and Nature Nights Camping (ZSL Whipsnade Zoo).
- Monitor and drive occupancy rates through effective marketing and promotion of overnight experiences, working closely with key stakeholders to ensure a strong communications calendar at strategic points.
- Regularly report on performance to the Commercial Management Team – including forecasting, reconciled/actual sales and expenditure, with a focus on driving surplus.
- Directly working with other departments in the society ranging from Zoological teams, education, marketing, press and events.
- Ensure overnight experiences are content-driven, engaging and audited to ensure all relevant information being given to guests is correct, up to date and fitting with ZSL’s mission.
- Creating and writing business cases for new overnight experiences where appropriate, benchmarking against competitor offers and working with key stakeholders at the relevant site to build new experiences.
- Training the Host teams on the delivery of expectations to ensure that visitor expectations are met and exceeded wherever possible.
- Adapting content of the experiences when needed due to feedback, seasonal influences, welfare needs or special events.
- Ensuring our overnight experiences give consideration and are as inclusive as possible, meeting visitor need through content that is appropriate for all guests.
- Review the performance of specific Overnight Experiences and develop new itineraries as required.


The post holder will be accountable for the operational delivery of ZSL’s overnight experiences:

- Devising appropriate induction programmes for new members of staff and continued training in presentation style and customer service. Ensure all members of Host team have undertaken necessary training including first aid, fire warden and are CRB checked (if appropriate).
- Ensuring a consistency of delivery through effective rostering and supervision of Host activity.
- Keeping up to date with the latest developments in informal learning to ensure ZSL’s overnight experiences are innovative and exciting.
- Work closely with Animal Experiences Manager to make ongoing improvements to the experiences based on feedback/recommendations and updating supporting material such as emergency procedures, lodge folders etc. to ensure the delivery of the experiences are kept at a high standard.
- Ensure the talks and tours given as part of overnight stays are presented in an exciting and engaging manner, helping to deliver the experiences effectively to a high standard in order to achieve the visitor enjoyment targets set by ZSL. - Develop and maintain good working relationships with other departments within the zoo, especially Catering, Supporter Services, Facilities Management, Security and the Animal Teams.
- Review the Overnight Experience daily diaries and ensure that staff timesheets are filled in at the end of every shift.
- Ensure any customer issues or requests are dealt with efficiently.
- Ensure understanding of health & safety requirements and emergency procedures (specific for both sites) for ZSL’s overnight experiences, ensuring the safety of the Host team and visitors at all times.
- Ensure that budgeted expenditures are adhered to for all operational costs, including labour.
- Required to engage with guests and creating a fun, safe and informal environment. This may also require visitor engagement in highly sensitive situations such as an animal incident or personal guest issues or sickness. It is paramount the post holder deals with guests and other zoo staff in a professional manner at all times whilst being mindful of sensitive or confidential zoo information.
- Communication is at the core of this role. From audience communication of key ZSL messages and enhancing the guest experience, to interdepartmental communications of our ideas and plans.

Person Specification:

The ideal candidate will have:

- Previous experience working in a management role within the hospitality industry or visitor attractions, ideally with overnight accommodation experience.
- Excellent written and verbal communication.
- Previous experience in managing budgets and financial controls.
- Proven track record in delivering or exceeding departmental targets.
- Exceptional standards in customer care.
- Experience in product management and building comprehensive business case.
- Knowledge of working with Booking/Ticketing/CRM systems.
- Extensive experience in an operations role.
- Previous experience of supporting/managing strategic change.
- Ability to travel to both ZSL sites as required.

Please note: Please note: This position can be primarily based at either ZSL London Zoo or ZSL Whipsnade Zoo but will require travel to the other site (minimum one day per week).

Benefit Package:

This role offers a competitive salary plus a comprehensive benefits package including 25 days holiday, stakeholder pension where the employer minimum contribution is 7%, complimentary zoo tickets and more.

To Apply:

Applicants will need to upload their CV and covering letter (detailing relevant experience and skills, stating why they want the position and including details of availability) by clicking the "Apply Now" button.

Closing date for applications is: Midday (12:00 pm) Sunday 5th August 2018

The Zoological Society of London is a charity registered in England and Wales: no. 208728.

APPLY NOW
 


ADVERTISE . CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2018

ABOUT LEISURE MEDIA
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