The National Zoo and Aquarium in Canberra is one of Australia’s most highly regarded tourist attractions and educational facilities, located in the heart of the nation’s capital. Open every day except Christmas Day, the zoo’s open-range facilities create a unique environment where adults and children alike can reconnect with nature and experience wildlife in an unforgettable way.
The zoo is also home to Jamala Wildlife Lodge, which continues to receive worldwide recognition and reviews, consistently ranking among the top animal lodges in the world.
We are seeking a dynamic and hands-on Visitor Services, Bistro & Events Manager to take over from the Visitor Services Manager and Bistro and Events Manager for the 5 days each week that one or the other is on their rostered days off. This position will oversee the zoo main entry and visitor services section for some days and the Rhino Bistro, along with functions and events, for the balance.
This position plays a key leadership role running the above sections, ensuring the smooth operation of front-of-house visitor services, dining outlets, and event functions. This is a senior, permanent position, reporting to the Visitor Services Manager and the Bistro and Events Manager and is an ideal steppingstone for the successful applicant to progress in the zoo’s operations.
Key Operational Areas
Main Entry – Zoo Reception
You will assist in overseeing the zoo’s main entry operations, including:
* Zoo reception and visitor entry
* Café service
* Gift shop operations
* Managing visitor and phone enquiries relating to:
o Zoo policies
o Memberships
o Animal encounters and tours
o Customer feedback and complaints
o School bookings
o General visitor relations
Rhino Bistro – Conferences & Events
This is a diverse leadership role that combines food and beverage outlet management with event and function operations. You will work alongside an experienced manager to ensure the smooth operation of the zoo’s dining venues while delivering exceptional experiences for conference, event, and function guests.
Supporting the manager in overseeing the day-to-day operations of:
* Rhino Bistro and kitchen
* Jungle Vines Café
* Meerkat Snack Shack (open during peak periods)
Events & Functions
In addition to food and beverage operations, you will assist in coordinating and delivering zoo events, conferences, and private functions. You will help lead the team during key events, ensuring smooth delivery from setup through to completion.
Role Responsibilities
Your focus will be on maintaining high service standards, supporting staff performance, and ensuring guests enjoy quality food, presentation, and hospitality. This is a hands-on leadership role, working alongside your team to ensure smooth daily operations and exceptional visitor experiences.
Responsibilities include:
Overseeing the daily opening and closing of operational areas when required
* Supporting the ongoing development of operational procedures and guidelines
* Liaising with other departments to ensure an outstanding guest experience
* Working on the floor with the team to maintain high service standards
* Managing face-to-face and telephone interactions with visitors and the community
* Handling customer enquiries, complaints, and reception issues professionally
* Maintaining knowledge of POS systems and ensuring accurate cash handling procedures
* Managing cash floats and end-of-day till reconciliation
* Assisting with staff training, mentoring, and team development
* Planning staffing and stock levels based on weather-dependent visitor numbers
* Adjusting operations quickly in a fast-paced and dynamic environment
* Performing other duties as required within the scope of the role
As zoo visitation can be highly weather dependent, the successful applicant must be comfortable adjusting operations quickly to meet changing attendance levels.
About You
The ideal candidate will have experience in a comparable hospitality, tourism, visitor attraction, or venue management role and demonstrate strong leadership and customer service skills. They will have experience in some of the above areas, but not necessarily in all of them, as training will be provided.
Have experience in a similar supervisory or assistant management role
* Be comfortable using business software including spreadsheets, email, POS systems, and booking platforms
* Be highly organised with strong attention to detail
* Demonstrate excellent communication and leadership skills
* Have experience training, mentoring, and leading a team
* Be confident making decisions and solving problems in a busy environment
* Have experience with cash handling and financial reconciliation
* Be enthusiastic, energetic, and personable
* Demonstrate honesty, integrity, and professionalism
* Be available to work weekends and public holidays
* Be motivated to contribute to a dynamic organisation committed to world-class standards
Above all, we are seeking someone who leads by example, sets high standards, and inspires others to achieve them.
What We Offer
This is a challenging yet rewarding leadership opportunity within one of Canberra’s most unique tourism destinations. The successful applicant will have the opportunity to grow and progress within the organisation.
Salary: Competitive and flexible based on the experience of the successful applicant.
If you are passionate about hospitality, visitor experiences, and leading teams in a dynamic environment, we would love to hear from you. Please send your letter of introduction and resume to **************@