At a Glance
- Tasks: Lead hospitality operations and enhance guest experiences at The Big Cat Sanctuary.
- Company: Join a unique conservation charity focused on wild cat survival.
- Benefits: Enjoy 28 days annual leave, staff discounts, and a rewarding work environment.
- Other info: Opportunity for career growth in a dynamic and supportive team.
- Why this job: Make a real impact in conservation while delivering luxury hospitality.
- Qualifications: Significant senior management experience in hospitality and strong leadership skills.
The predicted salary is between 45000 - 45000 £ per year.
Location: Smarden, Kent (own transport essential)
Salary: £45,000 per annum
Job Type: Permanent, Full Time
Working Hours: Tuesday to Saturday, in line with business needs. 40 hours per week, generally as 8-hour shifts between, plus overtime as required. Includes weekend and bank holiday work.
About The Big Cat Sanctuary
The Big Cat Sanctuary (BCS) is a family charity and IUCN Centre for Species Survival for wild cats, based in Smarden, Kent. Combining conservation, specialist animal care, luxury hospitality, visitor experiences and commercial operations, BCS provides a unique environment where guests can connect with wildlife while supporting a meaningful conservation mission. As the organisation continues its ambitious growth and development plans through to 2029, BCS are seeking an experienced and commercially focused Head of Hospitality to lead the hospitality operations and help shape the future of The Retreat.
The Role
The Head of Hospitality is responsible for the strategic leadership, operational delivery and commercial performance of The Retreat and the wider hospitality function. Reporting directly to the Managing Director and sitting on the Senior Leadership Team, you will oversee Reservations, Guest Relations, Housekeeping, Restaurant and Kitchen operations while ensuring an exceptional guest experience from enquiry through to post-stay follow-up. This role requires a highly organised hospitality professional who can combine luxury service standards, strong leadership and commercial awareness with a genuine passion for conservation and guest experience.
Key Responsibilities:
- Strategic Leadership: Develop and deliver the hospitality strategy, supporting the Sanctuary's wider organisational and commercial objectives. Lead the vision, standards and performance of The Retreat, ensuring a seamless and premium guest experience. Work collaboratively with the Senior Leadership Team to maintain exceptional operational standards. Drive guest satisfaction, loyalty, repeat business and positive reviews.
- Guest Experience & The Retreat: Take ownership of the complete guest journey, from booking and arrival through to departure and follow-up. Ensure the lodges are maintained to an exceptional standard of cleanliness, presentation, comfort and personalisation. Continually improve the guest offering through enhancements, additions and service innovations. Proactively manage guest feedback and resolve issues effectively.
- Food & Beverage: Provide leadership across all food and beverage operations. Work closely with the Head Chef and Restaurant Manager to deliver a dining experience aligned with the BCS brand. Monitor quality, service standards, revenue, margins and costs. Develop opportunities to increase guest spend through premium experiences and packages.
- Commercial Performance: Take ownership of pricing, occupancy and revenue management across hospitality products. Monitor key performance indicators including occupancy, booking conversion, guest spend and profitability. Work with Finance and Commercial teams to forecast performance and identify growth opportunities. Ensure products remain commercially viable while protecting the premium positioning of The Retreat.
- Financial & Operational Management: Manage hospitality budgets and maintain effective cost control. Produce regular performance reports for the Managing Director and Trustees. Ensure staffing levels, rotas and resources meet operational demands. Maintain compliance with all relevant health and safety, food hygiene and licensing requirements.
- Leadership & Team Development: Lead and develop managers across Reservations, Guest Relations, Housekeeping, Restaurant and Kitchen functions. Foster a culture of accountability, service excellence and continuous improvement. Support training and development in guest care, hospitality standards and commercial awareness.
What We Are Looking For:
- Significant senior management experience within hospitality, luxury accommodation, hotels, visitor attractions or premium guest experiences.
- Proven ability to lead multi-disciplinary teams across guest services, food and beverage, reservations and commercial operations.
- Experience managing budgets, revenue generation and commercial performance.
- Strong track record of delivering exceptional customer service and guest experiences.
- Excellent leadership, coaching and people management skills.
- Strong communication and stakeholder management abilities, including experience working with senior leaders.
- Good understanding of Health & Safety, Food Hygiene, Licensing and relevant hospitality legislation.
- Proficiency in Microsoft Office and hospitality booking or property management systems.
- A hands-on, solutions-focused approach with strong organisational skills and attention to detail.
What We Offer:
- 28 days annual leave, plus Christmas Day off as standard.
- Staff discounts, free uniform and access to selected Sanctuary events.
- Access to a network of UK and European zoos and wildlife collections.
- Opportunity to play a key role in the growth and development of a unique conservation charity.
- A genuinely rewarding working environment where your contribution directly supports wild cat conservation.
The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with experience of; General Manager - Lodges & Hospitality, Resort Operations Director, Director of Hospitality & Guest Experience, Director of Rooms & Guest Experience, Hospitality Lead, Hospitality Manager may all be considered.
Locations
Head of Hospitality in Ashford, Kent employer: The Big Cat Sanctuary
As a Guest Relations Manager at our conservation destination, you will be part of a passionate team dedicated to creating memorable experiences for our visitors while supporting our vital mission. We offer a supportive work culture that values employee growth and development, alongside competitive benefits that enhance your work-life balance. Join us in a unique environment where your contributions directly impact wildlife conservation and visitor engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Hospitality in Ashford, Kent
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like The Big Cat Sanctuary. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Big Cat Sanctuary
Don't be shy about reaching out to The Big Cat Sanctuary directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Head of Hospitality in Ashford, Kent
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about The Big Cat Sanctuary and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at The Big Cat Sanctuary
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
