At a Glance
- Tasks: Lead the Guest Relations team to create unforgettable experiences for our visitors.
- Company: Join The Big Cat Sanctuary, a unique conservation destination in Kent.
- Benefits: Enjoy 28 days paid leave, staff discounts, and free access to wildlife collections.
- Other info: Flexible hours with opportunities for personal growth in a supportive environment.
- Why this job: Make a real impact in wildlife conservation while delivering exceptional guest service.
- Qualifications: Experience in hospitality management and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
Service Delivery- Ensure photo days are coordinated and delivered to a high standard, with guests well briefed, supported and looked after throughout.
- 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.
- 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.
- Monitor/act on online reviews and guest satisfaction data; managing mystery shopper programmes, responding to online reviews and acting on feedback and comments to constantly strive/improve service standards.
- Manage recruitment, induction, training and ongoing development of the Guest Relations team.
- Demonstrate a genuine commitment to delivering outstanding, personalised service, with a natural instinct for anticipating guest needs and exceeding expectations.
- 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 required. 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.
The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds.
Locations
Guest Relation Manager in Ashford, Devon employer: The Big Cat Sanctuary
The Big Cat Sanctuary is an exceptional employer, offering a unique opportunity to work in a conservation-focused environment where your passion for wildlife and hospitality can truly shine. With a commitment to employee growth, you will lead a dedicated team in delivering unforgettable guest experiences while enjoying benefits such as free access to the sanctuary and discounts at various wildlife collections. Our collaborative work culture fosters strong relationships across departments, ensuring that every day is rewarding and meaningful.
