Guest Experience & Training Manager

Job Description

• Job Title: Guest Experience and Training Manager
• Location: Royal Academy of Arts, Burlington House, Piccadilly, London, W1J 0BD
• upto £38,000 Salary + 10% performance Bonus
• 40 Hours / Working 5 days out of 7, some weekends or evenings may be required

Job Introduction

Sodexo Live! is seeking a Guest Experience and Training Manager to join the team at the Royal Academy of Arts, London.

This is a key role within the operation, focused on strengthening service delivery and supporting a consistently positive experience for guests across the site. Working closely with operational managers and frontline teams, you will help embed high standards, develop team capability and identify practical ways to enhance performance.

This opportunity would suit someone with strong hospitality or customer service management experience, a hands-on approach, and the ability to influence and support teams in a busy, guest-focused environment.

What You'll Do

• Lead and champion high standards of guest service across all guest-facing areas
• Review service delivery on site and identify opportunities to improve standards and presentation
• Coach and develop frontline teams to build confidence, consistency and service knowledge
• Oversee guest feedback and complaints, ensuring issues are resolved effectively and insights are acted on
• Work with venue managers and support functions to improve team performance and support operational goals
• Contribute to recruitment, onboarding and training activity, including work with the UK Training Academy

What You Bring

The successful candidate will have experience in a hospitality, guest experience or customer service management role, with a strong understanding of what excellent service looks like in practice.

You will also have:

• Experience leading, coaching and developing teams in a customer-focused environment
• Strong communication and interpersonal skills, with the ability to build positive working relationships across teams
• Confidence in managing guest feedback and resolving concerns in a professional and effective manner
• The ability to review feedback and performance data and turn this into practical improvements
• A proactive, organised and hands-on approach to work
• A strong commitment to maintaining high standards and delivering a consistently positive guest experience
• Flexibility to work evenings and weekends where required

What we offer

• Unlimited access to an online platform offering mental health and wellbeing support.
• Employee Assistance Programme to help with everyday issues or larger problems where you may need additional support, including legal and financial advice, support with work related issues or personal issues such as bereavement.
• Access to a free health and wellbeing app that provides rewards for maintaining a healthy lifestyle and includes access to a 24hr virtual GP and various other services.
• The Sodexo Discounts Scheme, offering great deals 24/7 (also open to friends and family) and/or the prepayment cashback card.
• Money Insights and financial benefits via the Salary Finance Platform.
• Save for your future by becoming a member of the Sodexo Retirement Plan
• A Death-in-Service benefit for colleagues who pass away whilst employed by Sodexo
• Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools.
• Cycle to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit.
• Volunteering Opportunities to enable all colleagues to help support worthwhile causes in our communities.
• Flexible and dynamic work environment
• Competitive compensation
• Full training and full protective uniform supplied.

Inclusion & Equality

We are committed to being an inclusive employer. We are a forces friendly employer. We welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. We encourage our employees to get involved with our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations and Origins.

We're a Disability Confident Leader employer. We're committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.