Job Introduction
Operations Manager – Edinburgh Zoo
Join Our Team at One of Scotland's Most Iconic Visitor Attractions
Heritage Portfolio is proud to deliver exceptional catering and events experiences at Edinburgh Zoo - one of Scotland's most loved and visited attractions. We are seeking a highly skilled Operations Manager to lead our retail and catering operations, drive service excellence, and support our commitment to innovation, quality, and customer satisfaction.
If you are a people-focused leader with a passion for delivering outstanding hospitality experiences, we'd love to hear from you.
About the Role
As Operations Manager, you will:
* Lead, develop and motivate high‑performing teams across the zoo's catering and retail outlets.
* Ensure exceptional standards of food service, presentation, and guest experience.
* Work closely with HPL teams and RZSS client contacts to deliver seamless communication and strong partnership working.
* Champion a safety-first culture, ensuring compliance with food safety, H&S, HACCP, COSHH, fire safety, allergens, and all legislative standards.
* Drive continuous improvement consistent with our "Never Standing Still" ethos.
* Deliver financial targets through effective operational planning, forecasting and detailed performance analysis.
* Maintain impeccable standards of cleanliness, tidiness and maintenance across all retail and event spaces.
* Build a supportive, inclusive and development-driven working environment.
* Deputise for the Head of Operations when required and support wider HPL-operated retail sites.
Key Responsibilities
* Recruit, train and develop team members aligned with capability and career pathways.
* Foster a culture of engagement, responsibility and pride in service delivery.
* Maintain strong quality control processes across all touchpoints.
* Respond swiftly and professionally to customer feedback and operational issues.
* Drive innovation in food, service and systems to enhance the visitor experience
About You
We're looking for someone who brings:
* A natural creative flair, genuine love of food, and strong attention to detail.
* Excellent people-management skills and the ability to inspire teams.
* Strong communication abilities and confidence in multi‑tasking.
* Industry insight spanning retail to high-end events.
* Proficiency in Microsoft Word, Excel and Outlook.
* A professional, motivated and solution-focused mindset.
* The ability to lead with positivity, resilience and commercial awareness.
What You'll Help Us Achieve
* High-performing teams with strong engagement and retention.
* Exceptional visitor experiences that position Edinburgh Zoo as a market leader.
* Financial results that meet or exceed targets.
* A strong, collaborative relationship with our client partner, RZSS.
Ready to Make Your Impact?
If you're an experienced operator with passion, drive and a commitment to excellence, this is a unique opportunity to shape the visitor experience at one of Scotland's most celebrated attractions.