JOB DESCRIPTION

JOB TITLE: Presenter

SECTION: Live Interpretation

DEPARTMENT: Communications

DIVISION: Commercial and Communications

RESPONSIBLE TO: Lead Presenter

APPROVED BY:

JOB HOLDER(S):

HEAD OF DEPARTMENT OR DIRECTOR:

JOB DESCRIPTION REFERENCE NUMBER:

GRADE ALLOCATED:

Page 1 of 6 Overview and Purpose of the Role

A Presenter’s role is to deliver and help create a world class programme of live interpretation events whilst representing ZSL at the highest standard with excellent customer service. ZSL London Zoo and ZSL Whipsnade Zoo deliver a large number of high quality and innovative live interpretation events. The Presenter’s role is key to delivering and assisting development of these events effectively and to a high standard.

Main Duties:

Presenters are expected to provide a wide range of live interpretation events and experiences throughout the day on a variety of topics, aiming to reach all audiences across the zoos. Effective presentation skills are paramount. The post holder will achieve this by:

 Having excellent presentation skills and having the ability to adapt to all audiences to achieve the enjoyable and educational experiences which are regularly evaluated.  Being able to vary presentation techniques between different audiences, e.g. large scale talks to big audiences as well as smaller story and enrichment making workshops.  Working with other departments in the society ranging from Zoological teams, Discovery and Learning, Marketing, Press and Events and contributing as required to other projects that require live interpretation, such as Zoo Lates, Business Development and fundraising and donor events.  Researching the content material for talks and demonstrations to ensure all relevant information being given to visitors is correct, up to date and fitting with ZSL’s mission.  Creating and writing scripts for talks under the supervision of the Lead Presenter.  Being considerate and as inclusive as possible to meet varying visitor expectations.  Providing first class customer service at all times by being the visitor advocate.  Significantly impacting on visitor satisfaction through the success of projects.  Being an ambassador of ZSL’s mission statement, brand and all aspects of ZSL’s work.  To support the Lead Presenter and communications division to achieve their goals.  To undertake first aid training (arranged by ZSL) and keep subsequent skills and qualifications up to date.

Page 1 of 6 Person Specification:

Knowledge and Experience:

Desirable:  Educated to degree level or equivalent (zoology, performance or teaching).

Essential to have one or more of the following:  Be able to demonstrate equivalent critical skills experience of delivering formal and informal events in an attraction setting.  Excellent written and oral communication skills.  Good organisation/planning skills with the ability to work within strict deadlines.  Excellent customer service skills.  Experience of developing and delivering informal learning events in an attraction setting.  Experience working with children and communicating with the public.  Previous experience presenting public talks/shows/events.  Working in an animal related field.  Experience and knowledge of working with children and adults with a range of learning difficulties and/or physical and mental disabilities.  Required to liaise with colleagues of all departments and levels of ZSL.  High level of communication and interpersonal skills required on a daily basis to empathise and engage with visitors when imparting information, or dealing with highly sensitive situations such as an animal incident or lost child. It is essential that the post holder deals with visitor enquiries in a professional manner whilst dealing with sensitive and sometimes confidential zoo information.

Responsibility:

 Required to assist the Lead Presenter with mentoring and training seasonal presenters.  Required to regularly check presenter equipment such as sound equipment and props and report any faulty equipment to Lead Presenter.  Occasionally erecting signage.  Being first point of call at weekends ensuring full functionality of interactives.  Decorating event spaces in which to deliver presentations.  Evaluate live interpretation events to measure and guarantee visitor satisfaction.  Deliver husbandry support for Discovery and Learning animal collection during weekends and holiday time.  Handling a range of animals during talks or other live events.  Required to open and close walkthrough animal enclosures and be responsible for the welfare of visitors and animals in those exhibits.  Confidentiality is required when relaying information and answering visitor questions such as relating to animal health and welfare.  Occasionally being responsible and handling money raised during fundraising events.

Communication:

 Communication is the core of this role. Communication of key ZSL messages to zoo visitors is central as well as inter-departmental communication and interaction with external and influential members of the community.  Communication with internal staff directly at all levels from peers to directorate.

Page 1 of 6  As part of the Presenter Team the post holder is responsible for communicating directly with the public by presenting live interpretation events to promote the messages and values of the ZSL and enhance the visitor experience.  Communication with VIPs, visiting officials and potential donors.  Being an ambassador for ZSL’s mission statement, brand and all aspects of ZSL’s work.  A high level of communication is required at all times to all age groups across a wide spectrum of formats including talks, staged presentations, recorded interviews and formal ZSL events.  Communication must be confident, clear and concise in order to make information accessible for all age groups and abilities and engage, capture and maintain interest.

Liaison:

 Represents ZSL externally at national conferences, exhibitions and training visits, having a significant impact on the reputation of the zoo.  Meets with other zoo representatives visiting the Zoo.  Liaising and building trust to work closely with keepers, volunteers and other staff to ensure the smooth running and delivery of events, enhancing the visitor experience.

Judgement and Decision Making:

 Ability to constantly adapt presentations and mode of delivery according to the nature of the participating audience and animal behaviour.  As a frontline member of staff, dealing calmly and effectively with visitor emergencies and sensitive situations.  Ability to react to unforeseen and changing circumstances such as equipment failure during an event or an unexpected reaction or participation from visitors.  Must be able to improvise during unscripted events including unpredictable animals or absence of animals while keeping the audience engaged and entertained.

Concentration:

 Extended periods of high concentration required to develop and deliver live interpretation events.  High levels of concentration required to develop and deliver an whilst many distractions are occurring, and to answer difficult visitor questions.  High concentration required to ensure the health and safety of animals and visitors in walkthrough enclosures.  The ability to concentrate on many projects simultaneously and to a high degree for several months.  The ability to learn and retain new animal information on a regular basis.

Flexibility:

 High levels of flexibility required in order to respond to daily problems across a wide range of areas (staff absence, change or cancellation of events in the zoo, equipment failure, visitor queries and other situations)  Within live interpretation planning sessions explaining your own ideas as well as being open to suggestion  The job is varied and requires a practical and creative mind-set  Ability to learn new skills and information within strict time limits such as performance skills, animal interaction and working with different departments across ZSL Page 4 of 6  The ability to multi-task is paramount  Tasks vary throughout the year and can be interrupted at any time by unplanned requirement.

Working Conditions:

 This post involves spending a large amount of time outdoors in all weather conditions as events continue to be held in all conditions.  Occasional early and late working will be required to accommodate deadlines or special events.  Weekend working is a regular feature of this job.  With the zoo open 364 days of the year working bank holidays and other holiday time is a regular feature of the job.  We have a non-smoking working environment.  A driving license is desirable.

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