The Big Cat Sanctuary
Headcorn, Kent
Job Title: Housekeeping Manager Location: Headcorn, Kent - Own transport required Salary: 31,200 - 33,000 dependant experience Job Type: Permanent, Full Time About 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 duties Leadership & Team Development Recruit, 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 Presentation Oversee 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 & Relations Champion 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 Management Manage 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 Improvement Attend 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: Essential Proven experience in a housekeeping management/supervisory role within a luxury hotel, lodge, or premium hospitality environment An exceptional eye for detail and a natural instinct for standards of presentation that exceed expectation Strong people leadership skills, with the ability to motivate, develop, and hold a team to account with warmth and clarity Sound knowledge of COSHH regulations, health and safety requirements, and safe chemical handling Excellent communication and interpersonal skills, confident, professional, and warm with both guests and colleagues Highly organised, self-motivated, and able to prioritise effectively within a fast-paced, seasonal environment Flexibility to work across a 7-day rota including weekends and bank holidays What 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.
Job Title: Housekeeping Manager Location: Headcorn, Kent - Own transport required Salary: 31,200 - 33,000 dependant experience Job Type: Permanent, Full Time About 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 duties Leadership & Team Development Recruit, 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 Presentation Oversee 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 & Relations Champion 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 Management Manage 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 Improvement Attend 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: Essential Proven experience in a housekeeping management/supervisory role within a luxury hotel, lodge, or premium hospitality environment An exceptional eye for detail and a natural instinct for standards of presentation that exceed expectation Strong people leadership skills, with the ability to motivate, develop, and hold a team to account with warmth and clarity Sound knowledge of COSHH regulations, health and safety requirements, and safe chemical handling Excellent communication and interpersonal skills, confident, professional, and warm with both guests and colleagues Highly organised, self-motivated, and able to prioritise effectively within a fast-paced, seasonal environment Flexibility to work across a 7-day rota including weekends and bank holidays What 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.
The Big Cat Sanctuary
Headcorn, Kent
Job Title: Guest Relations Manager Location: Headcorn, Kent - Own transport required Salary: £33,000 - £36,000 per annum Job Type: Permanent, Full Time About 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 responsibilities Service Delivery Own 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 standards Liaise closely with the Keeper team to coordinate encounter/tour timings, group flow and daily scheduling, ensuring wildlife experiences run smoothly/safely Ensure photo days are coordinated and delivered to a high standard, with guests well briefed, supported and looked after throughout Oversee day guest experiences from check-in to departure, proactively managing group sizes, timings and on-site flow Work with Housekeeping Supervisor to ensure lodges are presented and ready to 5-star standard ahead of every arrival with welcome touches in place Coordinate with Kitchen/Restaurant teams around afternoon tea service, lodge dining and any food-related elements of the guest experience Handle guest feedback, concerns and complaints promptly and professionally, resolving issues with care/efficiency Team Support & Leadership Lead/manage Guest Relations team, including the Supervisor, Day Experience and Experience Hosts Support the planning and on-the-day delivery of events, ensuring Guest Relations team are briefed, prepared and represent Big Cat Sanctuary Oversee rota management and scheduling for the Guest Relations team to ensure appropriate cover at all times, including evenings, weekends & bank holidays Foster strong, collaborative working relationships across all departments, including Kitchen, Restaurant, Reservations, Housekeeping, Keepers and the wider team Coordinate/lead regular team meetings, ensuring agreed actions completed within set timeframes Guest Experience Monitor/act on online reviews and guest satisfaction data; implement improvements where required Identify/capitalise on upselling opportunities, including bolt-on experiences, add-ons and upgrades across all products Managing mystery shopper programmes, responding to online reviews and acting on feedback and comments to constantly strive/improve service standards Operational Tasks Manage recruitment, induction, training and ongoing development of the Guest Relations team Complete 1:1s, reviews and direct reports appraisals, maintaining accurate/useful staff records Work Health & Safety Procedures and Protocols, ensuring all Guest Relations staff do the same Assist other Big Cat Sanctuary departments, as and when required About you: Previous experience in a similar role with hands on leadership/managerial responsibilities Demonstrate a genuine commitment to delivering outstanding, personalised service, with a natural instinct for anticipating guest needs and exceeding expectations Demonstrates the confidence and presence to lead and inspire the team, maintaining high standards with a calm and fair approach Professional presence and confidence Team-oriented with the ability to collaborate across departments Maintain strong attention to detail and a proactive mindset, ensuring all preparations and service standards are consistently met and exceeded Genuine flexibility, weekends and Bank Holidays are a core and regular part of this role Full, clean driving licence and access to own transport Eligibility 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 experience - 40 hours per week, 10 shifts over 14 days, straight 8-hour shifts between 07:00 and 22:00 - 28 days paid annual leave, plus Christmas Day off as standard - Free access to Big Cat Sanctuary and a network of UK and European zoos and wildlife collections - 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; Guest Services Supervisor, Customer Service Manager, Hospitality Manager, Client Services Executive, Front of House Manager, Visitor Services Manager also be considered for this role.
Job Title: Guest Relations Manager Location: Headcorn, Kent - Own transport required Salary: £33,000 - £36,000 per annum Job Type: Permanent, Full Time About 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 responsibilities Service Delivery Own 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 standards Liaise closely with the Keeper team to coordinate encounter/tour timings, group flow and daily scheduling, ensuring wildlife experiences run smoothly/safely Ensure photo days are coordinated and delivered to a high standard, with guests well briefed, supported and looked after throughout Oversee day guest experiences from check-in to departure, proactively managing group sizes, timings and on-site flow Work with Housekeeping Supervisor to ensure lodges are presented and ready to 5-star standard ahead of every arrival with welcome touches in place Coordinate with Kitchen/Restaurant teams around afternoon tea service, lodge dining and any food-related elements of the guest experience Handle guest feedback, concerns and complaints promptly and professionally, resolving issues with care/efficiency Team Support & Leadership Lead/manage Guest Relations team, including the Supervisor, Day Experience and Experience Hosts Support the planning and on-the-day delivery of events, ensuring Guest Relations team are briefed, prepared and represent Big Cat Sanctuary Oversee rota management and scheduling for the Guest Relations team to ensure appropriate cover at all times, including evenings, weekends & bank holidays Foster strong, collaborative working relationships across all departments, including Kitchen, Restaurant, Reservations, Housekeeping, Keepers and the wider team Coordinate/lead regular team meetings, ensuring agreed actions completed within set timeframes Guest Experience Monitor/act on online reviews and guest satisfaction data; implement improvements where required Identify/capitalise on upselling opportunities, including bolt-on experiences, add-ons and upgrades across all products Managing mystery shopper programmes, responding to online reviews and acting on feedback and comments to constantly strive/improve service standards Operational Tasks Manage recruitment, induction, training and ongoing development of the Guest Relations team Complete 1:1s, reviews and direct reports appraisals, maintaining accurate/useful staff records Work Health & Safety Procedures and Protocols, ensuring all Guest Relations staff do the same Assist other Big Cat Sanctuary departments, as and when required About you: Previous experience in a similar role with hands on leadership/managerial responsibilities Demonstrate a genuine commitment to delivering outstanding, personalised service, with a natural instinct for anticipating guest needs and exceeding expectations Demonstrates the confidence and presence to lead and inspire the team, maintaining high standards with a calm and fair approach Professional presence and confidence Team-oriented with the ability to collaborate across departments Maintain strong attention to detail and a proactive mindset, ensuring all preparations and service standards are consistently met and exceeded Genuine flexibility, weekends and Bank Holidays are a core and regular part of this role Full, clean driving licence and access to own transport Eligibility 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 experience - 40 hours per week, 10 shifts over 14 days, straight 8-hour shifts between 07:00 and 22:00 - 28 days paid annual leave, plus Christmas Day off as standard - Free access to Big Cat Sanctuary and a network of UK and European zoos and wildlife collections - 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; Guest Services Supervisor, Customer Service Manager, Hospitality Manager, Client Services Executive, Front of House Manager, Visitor Services Manager also be considered for this role.
The Big Cat Sanctuary
Headcorn, Kent
Job Title: Volunteer Coordinator Location: Headcorn, Kent - Own transport required Salary: 14.50 per hour ( 18,096 actual) Job Type: Permanent, Part Time - 3 days per week including regular weekend/evening work About 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: The Big Cat Sanctuary is on the lookout for a friendly, organised and proactive Volunteer Coordinator to help lead and grow our exceptional volunteer programme. This is your chance to play a vital role behind the scenes at one of the UK's most respected wildlife conservation organisations. You'll support our volunteers - the heartbeat of our Sanctuary - ensuring they have everything they need to contribute to our work protecting wild cats and their habitats through conservation, rescue, welfare, breeding and education. Based at our Sanctuary in Kent, you'll help enable exceptional animal care and ethical visitor experiences, while supporting a mission that drives global conservation and inspires action for the future of wild cats. Key duties Recruiting, inducting, and supporting a growing team of volunteers across multiple departments Coordinating rotas, placements, and training sessions to meet the needs of the Sanctuary Building strong, respectful relationships with volunteers and staff alike Maintaining volunteer records and communication through systems like Mailchimp and internal databases Planning and delivering engagement opportunities, volunteer events, and recognition activities Working closely with the wider team to ensure a seamless volunteer experience across the site Helping develop new opportunities for volunteering linked to events, fundraising, and conservation projects About you: A natural communicator who is confident, compassionate, and highly organised Someone who thrives on working with people and supporting others to grow Experience in volunteer coordination, HR, community work, or team supervision would be ideal A team player who can also work independently, with excellent time management Comfortable using systems like Excel, databases, and email platforms (e.g. Mailchimp) A genuine passion for animals, conservation, and the values of The Big Cat Sanctuary What we offer: Be part of an incredible team working for a meaningful cause Spend your days in one of the most unique and beautiful settings in Kent Help shape the future of our volunteer programme and make a lasting impact Annual salary 18,096.00 ( 14.50 per hour) 17 days annual leave (based on part-time hours) 3 days a week, generally 08.00-17.00 Employee benefits including sanctuary discounts and access to special events A supportive working culture that values wellbeing, inclusion, and passion 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; Volunteer Coordination, Volunteer Recruitment, Community Engagement, Team Supervision, Rota Management, Event Planning, Wildlife Conservation, Management, Induction Training also be considered for this role.
Job Title: Volunteer Coordinator Location: Headcorn, Kent - Own transport required Salary: 14.50 per hour ( 18,096 actual) Job Type: Permanent, Part Time - 3 days per week including regular weekend/evening work About 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: The Big Cat Sanctuary is on the lookout for a friendly, organised and proactive Volunteer Coordinator to help lead and grow our exceptional volunteer programme. This is your chance to play a vital role behind the scenes at one of the UK's most respected wildlife conservation organisations. You'll support our volunteers - the heartbeat of our Sanctuary - ensuring they have everything they need to contribute to our work protecting wild cats and their habitats through conservation, rescue, welfare, breeding and education. Based at our Sanctuary in Kent, you'll help enable exceptional animal care and ethical visitor experiences, while supporting a mission that drives global conservation and inspires action for the future of wild cats. Key duties Recruiting, inducting, and supporting a growing team of volunteers across multiple departments Coordinating rotas, placements, and training sessions to meet the needs of the Sanctuary Building strong, respectful relationships with volunteers and staff alike Maintaining volunteer records and communication through systems like Mailchimp and internal databases Planning and delivering engagement opportunities, volunteer events, and recognition activities Working closely with the wider team to ensure a seamless volunteer experience across the site Helping develop new opportunities for volunteering linked to events, fundraising, and conservation projects About you: A natural communicator who is confident, compassionate, and highly organised Someone who thrives on working with people and supporting others to grow Experience in volunteer coordination, HR, community work, or team supervision would be ideal A team player who can also work independently, with excellent time management Comfortable using systems like Excel, databases, and email platforms (e.g. Mailchimp) A genuine passion for animals, conservation, and the values of The Big Cat Sanctuary What we offer: Be part of an incredible team working for a meaningful cause Spend your days in one of the most unique and beautiful settings in Kent Help shape the future of our volunteer programme and make a lasting impact Annual salary 18,096.00 ( 14.50 per hour) 17 days annual leave (based on part-time hours) 3 days a week, generally 08.00-17.00 Employee benefits including sanctuary discounts and access to special events A supportive working culture that values wellbeing, inclusion, and passion 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; Volunteer Coordination, Volunteer Recruitment, Community Engagement, Team Supervision, Rota Management, Event Planning, Wildlife Conservation, Management, Induction Training also be considered for this role.
