Head Housekeeper Manager in Ashford

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.

The Housekeeping Manager is a pivotal role at the heart of the guest experience at The Big Cat Sanctuary.

• 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.
• 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.
• Manage linen, soft furnishings, and amenity presentation to the highest luxury standard, coordinating laundry and housekeeping operations efficiently.
• 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.

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.
• 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.
• 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.

Requirements

• Proven experience in a housekeeping management/supervisory role within a luxury hotel, lodge, or premium hospitality environment.
• 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.
• 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.

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.

The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds.