Operations Manager

Operations Manager – Edinburgh Zoo

Location: Edinburgh Zoo
Contract: Full-time, 5 out of 7 Days
Salary
:
Up to 45k per annum plus benefits

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.

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.

• 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

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.

• 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.

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.