Housekeeping Manager

Job Title: Housekeeping Manager

Location: Headcorn, Kent - Own transport required

Salary: £31,200 - £33,000 dependant experience

Job Type: Permanent, Full Time

About us:

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.

About 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.

You'll 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.

Key duties

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.

About you:

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

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.
• Enhanced family leave.
• 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; Housekeeping Manager, Executive Housekeeper, Luxury Hotel Housekeeping, Boutique Lodge Manager, Head Housekeeper, Hospitality Operations Manager, 5-Star Hospitality, Front of House Management, Estate Presentation Manager, Accommodation Services Manager, Luxury Resort Housekeeping, Housekeeping Supervisor, Hospitality Team Leader also be considered for this role.