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 a competitive salary, generous leave, 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 conservation while delivering exceptional guest experiences.
- Qualifications: Experience in hospitality management and a passion for outstanding 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.
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.
The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds.
Guest Relations Manager in Headcorn employer: The Big Cat Sanctuary
The Big Cat Sanctuary is an exceptional employer, offering a unique opportunity to work in a premium conservation setting where quality hospitality and guest experience are paramount. With a strong focus on employee development, team collaboration, and a genuine commitment to wildlife conservation, staff enjoy a supportive work culture, competitive salary, and benefits such as free access to the sanctuary and discounts at various wildlife collections. This role not only allows you to lead a passionate team but also to contribute meaningfully to the sanctuary's mission of protecting wild cats and their habitats.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager in Headcorn
✨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 Guest Relations Manager in Headcorn
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!
