Head of Hospitality

Job Title:

Head of Hospitality

Location:

Smarden, Kent (own transport essential) Salary: £45,000 per annum Job Type: Permanent, Full Time

Working Hours:

Tuesday to Saturday, in line with business needs. 40 hours per week, generally as 8-hour shifts between , plus overtime as required. Includes weekend and bank holiday work. About The Big Cat Sanctuary The Big Cat Sanctuary (BCS) is a family charity and IUCN Centre for Species Survival for wild cats, based in Smarden, Kent. Combining conservation, specialist animal care, luxury hospitality, visitor experiences and commercial operations, BCS provides a unique environment where guests can connect with wildlife while supporting a meaningful conservation mission.

As the organisation continues its ambitious growth and development plans through to 2029, BCS are seeking an experienced and commercially focused Head of Hospitality to lead the hospitality operations and help shape the future of The Retreat.

The Role The Head of Hospitality is responsible for the strategic leadership, operational delivery and commercial performance of The Retreat and the wider hospitality function. Reporting directly to the Managing Director and sitting on the Senior Leadership Team, you will oversee Reservations, Guest Relations, Housekeeping, Restaurant and Kitchen operations while ensuring an exceptional guest experience from enquiry through to post-stay follow-up.

This role requires a highly organised hospitality professional who can combine luxury service standards, strong leadership and commercial awareness with a genuine passion for conservation and guest experience.

Key Responsibilities:

Strategic Leadership:
Develop and deliver the hospitality strategy, supporting the Sanctuary's wider organisational and commercial objectives. Lead the vision, standards and performance of The Retreat, ensuring a seamless and premium guest experience. Work collaboratively with the Senior Leadership Team to maintain exceptional operational standards. Drive guest satisfaction, loyalty, repeat business and positive reviews. Guest Experience & The Retreat:
Take ownership of the complete guest journey, from booking and arrival through to departure and follow-up. Ensure the lodges are maintained to an exceptional standard of cleanliness, presentation, comfort and personalisation. Continually improve the guest offering through enhancements, additions and service innovations. Proactively manage guest feedback and resolve issues effectively. Food & Beverage:
Provide leadership across all food and beverage operations. Work closely with the Head Chef and Restaurant Manager to deliver a dining experience aligned with the BCS brand. Monitor quality, service standards, revenue, margins and costs. Develop opportunities to increase guest spend through premium experiences and packages. Commercial Performance:
Take ownership of pricing, occupancy and revenue management across hospitality products. Monitor key performance indicators including occupancy, booking conversion, guest spend and profitability. Work with Finance and Commercial teams to forecast performance and identify growth opportunities. Ensure products remain commercially viable while protecting the premium positioning of The Retreat. Financial & Operational Management:
Manage hospitality budgets and maintain effective cost control. Produce regular performance reports for the Managing Director and Trustees. Ensure staffing levels, rotas and resources meet operational demands. Maintain compliance with all relevant health and safety, food hygiene and licensing requirements. Leadership & Team Development:
Lead and develop managers across Reservations, Guest Relations, Housekeeping, Restaurant and Kitchen functions. Foster a culture of accountability, service excellence and continuous improvement. Support training and development in guest care, hospitality standards and commercial awareness.

What We Are Looking For Significant senior management experience within hospitality, luxury accommodation, hotels, visitor attractions or premium guest experiences. Proven ability to lead multi-disciplinary teams across guest services, food and beverage, reservations and commercial operations. Experience managing budgets, revenue generation and commercial performance. Strong track record of delivering exceptional customer service and guest experiences. Excellent leadership, coaching and people management skills.

Strong communication and stakeholder management abilities, including…