As Experiences Product Manager for ZSL Whipsnade Zoo I am responsible for managing every aspect of our portfolio of experiences. I ensure that each experience meets the relevant KPI's in terms of budget and visitor satisfaction, whilst troubleshooting day to day issues which might arise. I look for new areas to develop and work to implement new experiences, liaising with relevent departments during the initial phases of development to create a robust product, then working to ensure that the customer journey from initial enquiry to experience exceeds expectations.

I am the Lead Host on the Lookout Lodge overnight experience which is entering it's second season. I am responsible for 4 hosts, 2 wardens and up to 36 guests each evening, ensuring they have a fantastic out of hours experience at the zoo, whilst learning about Whipsnade's animal exhibits, breeeding programmes and ZSL's conservation work. I have trained the hosts and wardens to ensure they have an extensive knowledge of ZSL's conservation programmes and zoological collections and are able to convey this knowledge to our guests in a fun and entertaining way. I am also responsible for the the staffing levels of the section, organizing staff cover and payment. Trouble shooting and individual attention to meet our guests requirements are a top priority to ensure they all receive the VIP treatment that they deserve. In the 2013 season 95% of guests rated the experience excellent or very good, and these 95% of people would definitely recommend the experience to others, but opinions on staff far outweighed these with 98.2% of guests rating my team excellent or very good in terms of the service they received and the tours and talks that they hosted.

In this role I presented talks and demostrations to audiences of 1 to 2000 people on a variety of ZSL Whipsnade Zoo's animal exhibits. I was also responsible for developing activities and talks for each season whilst mentoring and training seasonal staff.