Housekeeping Manager
| Contract | Full-time, permanent |
| Hours | 40 hours per week, 10 shifts over 14 days |
| Shift pattern | 8-hour shifts between 07:00 and 22:00 (to cover a seven-day operation inconjunction with the Department Supervisor) includes weekend, evening andbank holiday work. |
| Salary | Competitive (dependent on experience) |
| Location | Headcorn, Kent (Own transport essential) |
| Reports to | Head of Hospitality |
About The Big Cat Sanctuary
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 cleanliness and presentation 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.
The Role
The Housekeeping Manager is a pivotal role at the heart of the guest experience at The Big Cat Sanctuary. You will set and sustain the gold standard of cleanliness, presentation, and ambience across our luxury wildlife lodges, visitor-facing spaces, and operational back-of-house areas, ensuring every environment reflects the prestige and magic of the sanctuary.
The Housekeeping Manager will be the custodian of first impressions and lasting memories, leading a dedicated team with passion, precision, and genuine pride in what makes The Big Cat Sanctuary an unrivalled destination in the UK. A polished, professional appearance and an instinctive understanding of luxury guest expectations is essential.
Working in close collaboration with the Head of Hospitality and cross-functional teams, you will embed a culture of consistent excellence, continuous improvement, and heartfelt hospitality throughout the Housekeeping function.
What You Will Be Responsible For
Leadership & Team Development
• 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.
Lodge & Estate Presentation
• 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.
• Ensure presentation across the estate is immaculate at all times, proactively addressing any concerns before they reach the guest.
• Manage linen, soft furnishings, and amenity presentation to the highest luxury standard, coordinating laundry and housekeeping operations efficiently.
Guest Experience & Relations
• 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.
• Oversee lost property procedures meticulously, logging, storing, and returning guest items with care and discretion.
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.
• Liaise closely with the Operations team to log, prioritise, and follow up on property maintenance and repair requirements.
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.
Collaboration & Continuous Improvement
• 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.
What We Are Looking For
Essential
• Proven experience in a housekeeping management/supervisory role within a luxury hotel, lodge, or premium hospitality environment.
• An exceptional eye for detail and a natural instinct for standards of presentation that exceed expectation.
• 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.
• Excellent communication and interpersonal skills, confident, professional, and warm with both guests and colleagues.
• 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.
Desirable
• Experience working towards or within an AA, Visit England, or equivalent quality-graded property.
• Familiarity with sustainability practices within hospitality housekeeping.
• An affinity for wildlife conservation and the values of The Big Cat Sanctuary.
What We Offer
• 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.
Company Conservation Award, the opportunity to travel with the team to one of our supported global conservation partners.
• Enhanced family leave.
• Health Assured Employee Assistance Programme.
• Staff discounts and a genuinely special working environment, supporting a charity with a real conservation mission.
To apply, please send your CV and a cover letter to: jobs@thebigcatsanctuary.org
In your cover letter, please tell us about your relevant experience and what draws you to this role at BCS specifically. Applications without a cover letter will not be considered.
The Big Cat Sanctuary is an equal opportunities employer and welcomes applications from all backgrounds.