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Job Title: Housekeeping ManagerLocation: Headcorn, Kent - Own transport requiredSalary: £31,200 - £33,000 dependant experienceJob Type: Permanent, Full TimeAbout us:The Big Cat Sanctuary is a remarkable conservation destination. Our mission is to protect wild cats through Conservation, Rescue, Welfare, Breeding, and Education. We offer intimate, premium guest experiences where quality takes precedence over volume, ensuring every visit is memorable.About the role:The Housekeeping Manager is a pivotal role at the heart of the guest experience at The Big Cat Sanctuary. You will set and sustain the gold standard of cleanliness, presentation, and ambience across our luxury wildlife lodges, visitor-facing spaces, and operational back-of-house areas, ensuring every environment reflects the prestige and magic of the sanctuary.You'll be the custodian of first impressions and lasting memories, leading a dedicated team with passion, precision, and genuine pride in what makes The Big Cat Sanctuary an unrivalled destination in the UK. A polished, professional appearance and an instinctive understanding of luxury guest expectations is essential.Key dutiesLeadership & Team DevelopmentRecruit, induct, and develop a high-performing Housekeeping team, fostering a culture of pride, ownership, and continuous improvement.Create, manage, and communicate staff rotas to ensure seamless coverage across lodges, laundry, all guest-facing areas and operational back-of-house areas.Deliver ongoing coaching and formal training, embedding consistent standards and inspiring genuine passion for exceptional service.Conduct regular performance appraisals, supporting team members to grow and excel in their roles.Lodge & Estate PresentationOversee the preparation, turndown, and daily servicing of at least eight luxury wildlife lodges to the exacting standards befitting a 5-Star Gold-accredited property.Conduct thorough daily inspections of lodges, guest reception areas, dining spaces, heritage rooms, and all operational back-of-house facilities.Ensure presentation across the estate is immaculate at all times, proactively addressing any concerns before they reach the guest.Manage linen, soft furnishings, and amenity presentation to the highest luxury standard, coordinating laundry and housekeeping operations efficiently.Guest Experience & RelationsChampion a guest-first culture within the Housekeeping team, ensuring every interaction, however brief, is warm, professional, and attentive.Respond to guest feedback and housekeeping-related queries promptly and with grace, resolving issues in line with company values and procedures.Oversee lost property procedures meticulously, logging, storing, and returning guest items with care and discretion.Operations, Compliance & Budget ManagementManage the housekeeping budget with commercial acumen, controlling labour costs and procurement of cleaning supplies, linens, and amenities.Maintain accurate inventory records, anticipating demand and placing orders to avoid shortfalls.Liaise closely with the Operations team to log, prioritise, and follow up on property maintenance and repair requirements.Coordinate with the Lodges, Founders' Suite, Welcome Centre, Restaurant, Animal Rescue Centre and Staff areas to ensure housekeeping services are delivered seamlessly across all facilities.Enforce all health, safety, and sanitation protocols in full, including COSHH compliance, correct PPE usage, and chemical handling procedures, in conjunction with the H&S Officer.Ensure all team members adhere to COSHH instructions and that relevant records and risk assessments are kept up to date.Collaboration & Continuous ImprovementAttend and contribute to team meetings and cross-departmental briefings, sharing insight and championing housekeeping standards.Actively participate in formal and informal training and development opportunities.Contribute ideas and initiatives that support the sanctuary's journey towards 5-Star Gold hospitality accreditation.Carry out additional duties as reasonably required in support of the wider sanctuary operation.About you:EssentialProven experience in a housekeeping management/supervisory role within a luxury hotel, lodge, or premium hospitality environmentAn exceptional eye for detail and a natural instinct for standards of presentation that exceed expectationStrong people leadership skills, with the ability to motivate, develop, and hold a team to account with warmth and claritySound knowledge of COSHH regulations, health and safety requirements, and safe chemical handlingExcellent communication and interpersonal skills, confident, professional, and warm with both guests and colleaguesHighly organised, self-motivated, and able to prioritise effectively within a fast-paced, seasonal environmentFlexibility to work across a 7-day rota including weekends and bank holidaysWhat we offer:28 days paid annual leave, plus Christmas Day off as standard.Overtime or TOIL available for additional hours worked.Free access to BCS and a network of UK and European zoos and wildlife collections.Enhanced family leave.Staff discounts and a genuinely special working environment, supporting a charity with a real conservation mission.Please click on the APPLY button to send your CV and Cover Letter for this role.The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds.Candidates with experience of; Housekeeping Manager, Executive Housekeeper, Luxury Hotel Housekeeping, Boutique Lodge Manager, Head Housekeeper, Hospitality Operations Manager, 5-Star Hospitality, Front of House Management, Estate Presentation Manager, Accommodation Services Manager, Luxury Resort Housekeeping, Housekeeping Supervisor, Hospitality Team Leader also be considered for this role.TPBN1_UKTJ

Job Title: Guest Relations ManagerLocation: Headcorn, Kent - Own transport requiredSalary: £33,000 - £36,000 per annumJob Type: Permanent, Full TimeAbout us:The Big Cat Sanctuary is one of the UK's most remarkable conservation destinations. Our mission is to protect wild cats and their habitats through Conservation, Rescue, Welfare, Breeding, and Education.Our guests don't just visit, they come for experiences that are genuinely unlike anything else, and the standard of hospitality they receive needs to reflect that. This is an intimate, premium setting where quality takes precedence over volume, and every guest experience is carefully delivered, remembered, and shared.About the role:Overseeing the on-site guest journey at the Big Cat Sanctuary from arrival through to departure, ensuring every guest receives an exceptional, personalised 5-star experience from the moment they arrive.The Guest Relations Manager leads the Guest Relations team, works hand-in-hand with the Keeper team to deliver our wildlife experiences, and coordinates closely with the Restaurant, Kitchen, Housekeeping and Reservations to ensure every product we offer is executed seamlessly and to the very highest standard.An integral part of the role is developing and motivating the Guest Relations Supervisor and Guest Relations Hosts, embedding consistent standards and a genuine passion for what makes the Big Cat Sanctuary special.Key areas of responsibilitiesService DeliveryOwn the on-site guest journey across all Big Cat Sanctuary products, covering big cat encounters, guided tours, photo days, afternoon teas, lodge stays and special events, ensuring every touchpoint reflects our standardsLiaise closely with the Keeper team to coordinate encounter/tour timings, group flow and daily scheduling, ensuring wildlife experiences run smoothly/safelyEnsure photo days are coordinated and delivered to a high standard, with guests well briefed, supported and looked after throughoutOversee day guest experiences from check-in to departure, proactively managing group sizes, timings and on-site flowWork with Housekeeping Supervisor to ensure lodges are presented and ready to 5-star standard ahead of every arrival with welcome touches in placeCoordinate with Kitchen/Restaurant teams around afternoon tea service, lodge dining and any food-related elements of the guest experienceHandle guest feedback, concerns and complaints promptly and professionally, resolving issues with care/efficiencyTeam Support & LeadershipLead/manage Guest Relations team, including the Supervisor, Day Experience and Experience HostsSupport the planning and on-the-day delivery of events, ensuring Guest Relations team are briefed, prepared and represent Big Cat SanctuaryOversee rota management and scheduling for the Guest Relations team to ensure appropriate cover at all times, including evenings, weekends & bank holidaysFoster strong, collaborative working relationships across all departments, including Kitchen, Restaurant, Reservations, Housekeeping, Keepers and the wider teamCoordinate/lead regular team meetings, ensuring agreed actions completed within set timeframesGuest ExperienceMonitor/act on online reviews and guest satisfaction data; implement improvements where requiredIdentify/capitalise on upselling opportunities, including bolt-on experiences, add-ons and upgrades across all productsManaging mystery shopper programmes, responding to online reviews and acting on feedback and comments to constantly strive/improve service standardsOperational TasksManage recruitment, induction, training and ongoing development of the Guest Relations teamComplete 1:1s, reviews and direct reports appraisals, maintaining accurate/useful staff recordsWork Health & Safety Procedures and Protocols, ensuring all Guest Relations staff do the sameAssist other Big Cat Sanctuary departments, as and when requiredAbout you:Previous experience in a similar role with hands on leadership/managerial responsibilitiesDemonstrate a genuine commitment to delivering outstanding, personalised service, with a natural instinct for anticipating guest needs and exceeding expectationsDemonstrates the confidence and presence to lead and inspire the team, maintaining high standards with a calm and fair approachProfessional presence and confidenceTeam-oriented with the ability to collaborate across departmentsMaintain strong attention to detail and a proactive mindset, ensuring all preparations and service standards are consistently met and exceededGenuine flexibility, weekends and Bank Holidays are a core and regular part of this roleFull, clean driving licence and access to own transportEligibility to live and work in the UK (proof required as part of the recruitment process)What we offer:£33,000 - £36,000 per annum, dependent on experience40 hours per week, 10 shifts over 14 days, straight 8-hour shifts between 07:00 and 22:0028 days paid annual leave, plus Christmas Day off as standardFree access to Big Cat Sanctuary and a network of UK and European zoos and wildlife collectionsStaff discounts and a genuinely special working environment, supporting a charity with a real conservation missionPlease click on the APPLY button to send your CV and Cover Letter for this role.The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds.Candidates with experience of; Guest Services Supervisor, Customer Service Manager, Hospitality Manager, Client Services Executive, Front of House Manager, Visitor Services Manager also be considered for this role.TPBN1_UKTJ

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