Duty Manager

Hours of Work: The venue operates 7 days a week, including weekends, school holidays and peak seasonal periods. Contracted hours will reflect the needs of the business and may include evenings, weekends and event days.

Responsible For

Providing an outstanding visitor experience through excellent customer service, strong team leadership, high operational standards, and maintaining a safe, clean and welcoming environment across the site.

Purpose of the Role

The Duty Manager plays a key role in the day-to-day operation of the venue, supporting the General Manager and Directors to ensure the site operates safely, efficiently and to a high standard.

The role involves leading and supporting the team, maintaining excellent customer service, ensuring company policies and procedures are followed, and working across admissions, play areas, animal experiences, events and general farm operations as required.

The Duty Manager will also support the continued development of the venue by identifying opportunities to improve customer experience, operational efficiency and cost control.

Main Duties & Responsibilities

Operations & Customer Experience

• Ensure the venue consistently delivers an excellent visitor experience.
• Provide friendly, professional and proactive customer service.
• Ensure the site is prepared and operational before opening.
• Complete opening and closing procedures in line with company standards.
• Ensure the venue operates smoothly during standard and event days.
• Support animal demonstrations, customer activities and attractions where required.
• Handle customer enquiries, feedback and complaints professionally and promptly.
• Respond appropriately to feedback received via email, social media, review platforms and direct communication.
• Lead by example and promote a positive, professional working environment.
• Support staff training, development and inductions.
• Ensure staff maintain high standards of service and professionalism.
• Encourage teamwork, flexibility and collaboration across departments.
• Support staff to perform to the best of their ability.
• Act as a positive role model for the wider team.

Site Standards & Maintenance

• Ensure the site remains clean, safe and presentable at all times.
• Monitor standards across toilets, play areas, animal enclosures, walkways, staff areas, storage areas, waste and recycling areas.
• Identify, report, log and follow up maintenance issues appropriately with senior management.

Health & Safety

• Ensure the venue operates in line with Health & Safety regulations and company procedures.
• Maintain relevant Health & Safety documentation, including fire alarm testing, play equipment safety checks and opening and closing checklists.
• Ensure accident and incident reports are completed accurately and passed to management.
• Ensure safeguarding procedures for children and vulnerable visitors are followed at all times.

Administration & Compliance

• Ensure operational documentation is completed accurately and on time.
• Handle cash and financial transactions in line with company procedures.
• Ensure invoices, delivery notes and relevant documentation are passed to senior management.
• Use internal booking platforms, systems and administration tools effectively.
• Support the promotion and delivery of events and seasonal activities.
• Understand and support the importance of sales, marketing and promotional activity.
• Assist in ensuring events run smoothly and deliver excellent customer feedback.
• Monitor operational performance during busy periods and large events.

Business Efficiency

• Promote cost-effective working practices without compromising quality.
• Support the control of labour costs and operational spending.
• Assist with sourcing products and services that provide the best value for the business.
• Identify opportunities to improve operational efficiency and customer experience.

Communication & Management Support

• Attend management meetings when required.
• Communicate relevant information clearly to staff.
• Support the organisation of staff meetings where necessary.
• Liaise effectively with managers, senior staff and other departments.
• Where required, assist with disciplinary processes in line with company policy, ensuring Directors are informed before action is taken.

Additional Responsibilities

• Undertake any reasonable duties requested by the General Manager or Directors.
• Support the smooth running and continued development of the venue.
• Ensure the Duty Manager role is seen as a positive, professional and supportive leadership position within the team.

This list is not exhaustive and duties may change in line with the needs of the business.

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