Customer Service Manager (Food and Beverage) – Australia Zoo

Overview

An exciting opportunity has arisen for someone to join the Food and Beverage Team as the Customer Service Manager!

Australia Zoo is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, race, sexual orientation, or religious belief. We provide specific workplace programs to support diversity and equal employment opportunities for women, people with disabilities and all cultural backgrounds.

The Customer Service Manager is responsible for leading the Food and Beverage Customer Service team to enhance the overall customer experience. This will be achieved through a strong focus on service KPIs, cleanliness standards, and team supervision. This role involves overseeing the supervisory team, driving customer engagement initiatives, and effectively coaching individuals onboard the team to encourage the best customer service possible.

This role is high energy, diverse and part of a fun team. You will be responsible for conducting a daily venue check, across our 110 acres of grounds to ensure that each of the Food and Beverage outlets meet the Australia Zoo standards.

Duties

• Develop, monitor, and report on key performance indicators (KPIs).
• Implement strategies to improve KPIs and ensure targets are met consistently.
• Conduct monthly audits to benchmark standards and create improvement action plans.
• Establish and uphold cleanliness standards across all customer interaction areas.
• Establish and implement Customer Service Training in conjunction with the Training and Development Officer to ensure all staff are trained across all essentially required areas.
• Establish and implement Food safety and Handling Training in conjunction with the Training and Development Officer to ensure all staff are trained across all essentially required areas.
• Conduct regular inspections and audits to ensure compliance with cleanliness protocols and take corrective actions as needed.
• Regularly communicate with the cleaning supervisor about areas of opportunity.
• Oversee and mentor the supervisory team, fostering a positive and productive work environment.
• Develop and implement customer engagement strategies for both short term and ongoing customer base.
• Collaborate with the Marketing and Sales team to create initiatives that enhance customer loyalty and satisfaction.
• Prepare and present regular reports on customer service performance, team productivity, and overall customer satisfaction to the Chief Food and Beverage Officer when requested.
• Work closely with other departments (e.g., Operations, Sales, and Marketing) to ensure a cohesive approach to customer service and satisfaction.
• Participate in cross-functional meetings to share insights and collaborate on customer-centric initiatives.
• Provide outstanding customer service to all guests who visit Australia Zoo.

Essential Criteria

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