At a Glance
- Tasks: Lead the Guest Relations team to create unforgettable experiences for every visitor.
- Company: Join The Big Cat Sanctuary, a unique conservation destination in Kent.
- Benefits: Competitive salary, full-time role, and the chance to work with wildlife.
- Other info: Opportunity for personal growth in a dynamic, conservation-focused environment.
- Why this job: Make a real difference in guest experiences while supporting wildlife conservation.
- Qualifications: Experience in hospitality management and a passion for exceptional service.
The predicted salary is between 33000 - 36000 £ 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.
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
- 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.
Guest Relations Manager 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 development and a supportive team culture, you will play a vital role in creating unforgettable experiences for our guests while enjoying competitive salary packages and the chance to make a meaningful impact in wildlife conservation. Located in the picturesque Headcorn, Kent, this role not only allows you to thrive professionally but also to be part of a mission that resonates with your values.
