Training Manager

Sodexo Group; London; On-site; GBP 32,000 - 38,000; Full time

Job summary

A leading hospitality service provider in London seeks a Training Manager to enhance guest experiences across various venues. The successful candidate will lead the guest service strategy, manage training delivery, and ensure high-quality service across locations. This role requires strong leadership skills and a passion for outstanding customer service. Competitive salary of up to £38,000 per annum plus extensive benefits offered.

Benefits

Mental health and wellbeing support

Employee Assistance Programme

Health and wellbeing app

Sodexo Discounts Scheme

Financial benefits via Salary Finance

Retirement Plan membership

Death-in-Service benefit

Opportunities for growth and development

Cycle to Work Scheme

Volunteering Opportunities

Flexible work environment

Full training and protective uniform supplied

Qualifications

• Proven experience in guest experience or hospitality management.
• Ability to analyze data and implement effective solutions.
• Proactive and hands-on approach to tasks.

Responsibilities

• Lead guest experience strategy across multiple venues.
• Conduct regular audits for service quality and guest experience.
• Collaborate on training and coaching strategies.

Skills

Guest experience expertise

Leadership and team management

Excellent communication

Analytical skills

Problem-solving

Flexibility to travel

Passion for customer service

Job description

Job Introduction

Sodexo Live! is delighted to be recruiting for a Training Manager. This role is perfect for someone with a strong operational background in the hospitality sector who is keen to ensure the best experience for everyone involved.

Reporting to the Regional Operations Manager, you will lead the guest experience strategy across multiple iconic London venues, delivering 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:

1. Champion a culture of exceptional guest service across all venues, ensuring positive and memorable interactions.
2. Conduct regular audits to assess service quality, cleanliness, and overall guest experience.
3. Collaborate with venue managers and frontline teams to deliver training, coaching, and upselling strategies.
4. Oversee recruitment, onboarding, training, and payroll to ensure compliance and team engagement across multiple sites.
5. Monitor guest feedback via surveys, reviews, and direct input; address issues proactively.
6. Develop and implement SOPs and best practices to enhance service and operational efficiency.
7. Partner with marketing and events teams to ensure promotions and special events meet guest expectations.
8. Report regularly on guest experience metrics, trends, and improvement plans to senior leadership.
9. Align guest experience initiatives with business goals in coordination with HR, operations, marketing, and finance.
10. 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, 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 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 for growth and development through various learning tools.
• Cycle to Work Scheme to promote environmental responsibility and fitness.
• Volunteering Opportunities to support worthwhile causes in our communities.
• Flexible and dynamic work environment.
• Competitive compensation.
• Full training and protective uniform supplied.

Ready to be part of something greater? Apply today! Career progression for the caring profession.

Sodexo reserves the right to close this advertisement early if we receive a high volume of applications.

About Sodexo

At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our services including On-Site Food and FM Services, Benefits & Rewards Services, and Personal & Home Services.

We are committed to being an inclusive employer. We are a forces-friendly employer and welcome applications from diverse backgrounds. We encourage our employees to join 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, committed to changing attitudes towards disability and ensuring disabled people have opportunities to fulfill their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum criteria.

Click here to learn more about our inclusive culture.

Salary up to £38,000 per annum plus Sodexo Benefits.