Guest Experience Manager

Job Introduction

Job Description

• Job Title: Guest Experience Manager
• Location: Burlington House, Piccadilly, London, W1J 0BD
• Up to £38,000 per year & up to 10% Bonus & excellent Sodexo benefits
• 40hrs pw, Monday - Friday, 09:00 - 17:00

Job Introduction

Sodexo Live! is delighted to be recruiting for a Guest Experience Manager, this role is perfect for someone who has a strong operational background across the hospitality sector and is keen to ensure the best experience for everyone involved!

Reporting into the Regional Operations Manager, you will lead the guest experience strategy across multiple iconic London venues to deliver exceptional service standards and memorable visitor journeys through Heritage Portfolio. The successful candidate will manage frontline teams, oversee training delivery, and implement continuous improvement initiatives based on guest feedback. You will work both independently and collaboratively with operational teams to ensure consistent, high-quality service that exceeds visitor expectations.

If you're passionate about service excellence and love to see your team grow, we'd love to hear from you!

What You'll Do:

• Champion a culture of exceptional guest service across all venues, ensuring positive and memorable interactions.

• Conduct regular audits to assess service quality, cleanliness, and overall guest experience.

• Collaborate with venue managers and frontline teams to deliver training, coaching, and upselling strategies.

• Oversee recruitment, onboarding, training, and payroll to ensure compliance and team engagement across multiple sites.

• Monitor guest feedback via surveys, reviews, and direct input; address issues proactively.

• Develop and implement SOPs and best practices to enhance service and operational efficiency.

• Partner with marketing and events teams to ensure promotions and special events meet guest expectations.

• Report regularly on guest experience metrics, trends, and improvement plans to senior leadership.

• Align guest experience initiatives with business goals in coordination with HR, operations, marketing, and finance.

• Collaborate with the UK Training Academy Manager to design a bespoke training programme for the Royal Academy of Arts, The Wallace Restaurant, and HPL Events.

What You Bring:

• Proven experience in guest experience, hospitality management, or customer service roles, ideally across multiple venues or locations.
• Strong leadership skills with experience managing and motivating diverse teams.
• Excellent communication and interpersonal skills, capable of building rapport with guests and staff alike.
• Ability to analyse data and feedback to identify trends and implement effective solutions.
• Proactive problem solver with a hands-on approach and the ability to work independently across multiple sites.
• Flexibility to travel frequently across London venues and work occasional evenings/weekends as required.
• Passion for hospitality and a deep commitment to delivering outstanding customer service.

What we offer:

Working with Sodexo is more than a job; it’s a chance to be part of something greater. You’ll belong in a company and team that values you for you; you’ll act with purpose and have an impact through your everyday actions; and you’ll be able to thrive in your own way. In addition, we also offer a range of resources, rewards and benefits for our colleagues and their families:

• 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.

Ready to be part of something greater?