Job Description Training & Guest Experience Manager Location: The Royal Academy of Arts, Burlington House, Piccadilly, London, W1J 0BD Salary: Up to £38,000 per year up to 10% bonus excellent Sodexo benefits Hours: 40 per week, Monday to Friday (09:00 – 17:30) About the Role: At the heart of London’s cultural and artistic landscape, the Royal Academy of Arts is one of the most prestigious venues in the capital - a place where history, creativity, and hospitality come together. Sodexo Live!, is proud to deliver the guest experience at this remarkable institution, as well as across a collection of iconic venues throughout the UK. We are seeking a Training & Guest Experience Manager with an exceptional eye for detail and a proven record in luxury hospitality.This role is an opportunity for a driven professional to take their experience from London’s finest venues and shape how excellence is defined, taught, and delivered across our teams. You’ll set the standard for service and ensure that every guest encounter!Whether at the Royal Academy of Arts, The Wallace Restaurant, or one of our London events - is elevated, memorable, and executed to perfection. Your Impact: This is not a typical training role, it’s a leadership position at the intersection of people, performance, and experience.You’ll design and deliver training that reflects the artistry and precision of the venues we serve while embedding a culture of genuine hospitality and pride. As the lead on guest experience, you’ll translate feedback into meaningful improvements, inspire teams to exceed expectations, and make sure our service reflects the heritage, beauty, and prestige of the spaces in which we operate. Key Responsibilities Champion a culture of excellence in guest experience across several London venues. Design and deliver training programmes that elevate service standards and reflect the expectations of our clients and guests. Collaborate closely with venue managers to deliver consistent operational excellence and staff engagement. Oversee recruitment, onboarding, and training to ensure alignment with brand values and compliance standards. Conduct regular service audits and translate guest feedback into continuous improvement actions. Develop and embed SOPs that support operational efficiency and service quality. Work with the UK Training Academy Manager to craft bespoke training for the Royal Academy of Arts and other key venues. Partner with marketing and events teams to align guest experience with the character and prestige of each occasion. Report on performance trends and present actionable insights to senior leadership. What You’ll Bring: A background in luxury hospitality or events, ideally within London’s most renowned venues, hotels, or cultural institutions. Proven experience in leading, training, and inspiring diverse, guest-facing teams. A confident communicator with exceptional attention to detail and personal presentation. Strong understanding of service delivery, guest experience design, and operational excellence. Data-driven mindset with the ability to translate insights into improvements. A hands-on approach with flexibility to travel across London venues and attend key events when needed. A passion for hospitality and the pursuit of excellence. What You’ll Gain: This is an opportunity to make a lasting impact at one of London’s most celebrated cultural landmarks while shaping the standard of guest experience. You’ll join Sodexo Live!, a global leader in live event and venue hospitality, and benefit from extensive resources, structured development opportunities, and a culture that celebrates ambition and creativity. Alongside competitive pay and a performance bonus, you’ll have access to a comprehensive benefits package, wellbeing resources, and exclusive discounts - all designed to support you in thriving personally and professionally. Your Next Defining Role: If you’ve built your reputation in London’s finest venues and are ready to use that expertise to lead, inspire, and elevate service standards at an iconic cultural destination - this is the opportunity that defines your career. Apply now to join Sodexo Live! at the Royal Academy of Arts - where excellence in hospitality meets excellence in art.