Team Leader Visitor Experience

**Zoos SA is a not-for-profit conservation charity that exists to save species from extinction and connect people with nature. We are proud to welcome more than half a million people through our gates each year and are not slowing down. With the roll out of our 20-Year Master Plan, and exciting projects soon coming to fruition, we are thrilled to be expanding and evolving our workforce to position us for continued growth into the future.**

**Complete with a first-of-its-kind luxury resort, luxury tents and lodge facilities, in May 2025 Monarto Safari Park will offer longer visits and a range of new and wild safari experiences in an area known as Wild Africa including incredible tours through herds of roaming animals.**

**ABOUT THE ROLE...**

In this exciting role, you will report to the Manager Visitor Operations & Experience and be responsible for the co-ordination, monitoring and management of the Visitor Experience staff including the daily operation of the Monarto Safari Park Visitor Centre and ensure the delivery of quality visitor services. This role plays a key part in the development and implementation of site activities and events and will liaise with all Monarto Safari Park staff, volunteers, contractors, lease holders and tourism operators.

**Key Responsibilities**
- Maintain high standards of customer service within the Visitor Experiences team and ensure the delivery of quality visitor services.
- Co-ordinate daily requirements to manage visitors, staffing and rostering.
- Liaise with commercial tour operators and groups to generate bookings and increase visitation.
- Assist in the development of specialist tours and programs to enhance the visitor experience at Monarto Safari Park.
- Interact informally with the public providing directions and information on Zoo activities, exhibits, facilities and animals.
- Assist both the Team Leader Visitor Operations and Team Leader Visitor Experience Wild Africa where required.
- Participate in the weekly Duty Manager roster, ensuring the smooth operations of the business and acting as the first point of contact for emergencies and incident management.
- Assist in site media activities and public relation activities with the Zoos SA PR/Marketing Team.
- Undertake routine administrative tasks and maintain all required records to an acceptable standard.
- Ensure timesheets and associated forms are completed to required standards.
- Assist in the development and delivery of training for the Visitor Experience team,
- Ensure that the team work consistently in accordance with established safety procedures to ensure security, personal safety, protection of other staff and the public.
- Identify and report issues of safety and ensure correct records are completed.

**ABOUT YOU...**

**Skills and Experience**
- Ability to lead and motivate a customer focused team.
- Tertiary studies in Tourism, Marketing or related relevant field (desirable).
- Experience in appropriate techniques for handling public enquiries and complaints.
- Knowledge of best practice in customer service.
- Customer Service training.
- Time management capability to arrange work routines and practices to make use of rostered staff.
- Ability to work within departmental budgets.
- High level of computer literacy

**Essential Criteria**
- Extensive experience or specialist knowledge in travel or tourism, and or administrative fields.
- Proven experience in a customer service management role.
- Demonstrated experience in a tourism facility or similar.
- Excellent verbal communication skills, enthusiastic and able to maintain a pleasant disposition even when under pressure.
- Willing and able to complete Zoos SA Duty Manager training.
- Senior first aid qualification (or willingness to obtain).
- A commitment to the principles of Workplace Health and Safety.
- Completion of Year 12 or equivalent satisfactory to Zoos SA.

**HOW TO APPLY...**

If you have a strong passion for community engagement in a meaningful role, this is a great opportunity to contribute to our mission of conservation and education while working in a dynamic and innovative environment.

**APPLY NOW**

NO RECRUITMENT AGENCIES PLEASE