Guest Services Manager

Job Title: Guest Relations Manager

Location: Headcorn, Kent – Own transport required

Salary: £33,000 – £36,000 per annum

Job Type: Permanent, Full Time

About us:

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 & 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

Please click on the APPLY button to send your CV and Cover Letter for this role.

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

Candidates with experience of; Guest Services Supervisor, Customer Service Manager, Hospitality Manager, Client Services Executive, Front of House Manager, Visitor Services Manager also be considered for this role.