Job Description
* Job Title: Guest Experience and Training Manager
* Location: Royal Academy of Arts, Burlington House, Piccadilly, London, W1J 0BD
* Salary: upto £38,000 + 10% performance bonus
* Hours: 40 hours / 5 days out of 7, may require weekends or evenings
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
* Experience in a hospitality, guest experience or customer service management role
* 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 for various personal and work related issues
* Access to a free health and wellbeing app with rewards for maintaining a healthy lifestyle including 24‑hour virtual GP
* 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
* Membership of the Sodexo Retirement Plan
* A death‑in‑service benefit for colleagues who pass away whilst employed by Sodexo
* Opportunities to grow and succeed with learning and development tools
* Cycle to Work Scheme to support environmental sustainability and fitness
* Volunteering Opportunities to support community causes
* Flexible and dynamic work environment
* Competitive compensation
* Full training and full protective uniform supplied
Inclusive Employment
We are committed to being an inclusive employer. We are a disability confident leader employer and welcome applications from people with diverse backgrounds and identities. We encourage employees to get involved in our Employee Networks such as Pride, Sodexo Parents & Carers, Sodexo Disability, Ability network, So Together, Generations, and Origins.
We are committed to changing attitudes towards disability and ensuring disabled people have the chance to fulfil their aspirations.
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