Guest Relations Executive

Guest Relations Executive

London St Paul's

Salary: ££15/hr per hour + SERVICE CHARGE

THE BRAND

At F1® Arcade, we’ve completely revolutionised the traditional arcade by creating the first-ever Formula 1 entertainment and hospitality concept with socialising at its core for fans and non-fans alike. F1® Arcade venues provide an immersive, state-of-the-art F1® racing simulation experience, gamified for a mass audience, with ‘best in class’ hospitality and exceptional venue design, all under one roof - for the ultimate night out in the fast lane…

Guest Relations Executive

Role Description

The Guest Relations Executive plays a key role in delivering an exceptional customer experience while supporting the smooth day-to-day operations of the business. This position requires strong organisational skills, attention to detail, and the ability to collaborate across multiple departments.

Key Responsibilities

* Oversee section allocations to enhance the guest experience, ensuring optimal capacity management without overstretching the team while maximising online availability.

* Handle inbound phone calls and assist guests with enquiries in a professional and efficient manner.

* Process and manage gift vouchers (Cadbury, F1 Arcade, Virgin Experiences, Buyagift) via relevant platforms (e.g. Toggle, Virgin Experiences), ensuring accurate reporting and coordination with Finance and Partnerships teams.

* Conduct show-arounds for large groups, ensuring clear communication with Sales and Events teams to meet guest expectations.

* Support Technical and Reception teams with booking adjustments, including blocking simulators and managing reservations through Collins.

* Assist with operational duties including reception support and general office administration.

* Manage and coordinate pre-orders, including weekly planning and daily checks for bookings within a 48-hour window.

* Act as a key liaison between Sales and Marketing teams to ensure seamless collaboration.

* Identify and escalate any website or pricing issues to relevant stakeholders.

* Monitor and respond to all inbox communications, including Collins auto-confirmation messages.

* Respond to online reviews across platforms such as Google, TripAdvisor, and feedback forms via Sentiment Search.

* Compile and distribute weekly online feedback reports.

* Coordinate and manage Watch Parties, including ticket creation and sales monitoring via Vivenu.

* Maintain ongoing communication with the Sales team, providing updates on pre-orders, VIP guests, bookings, refunds, and system issues.

* Support F1 Box operations, including handling calls, managing bookings, and assisting with large group reservations.

What We Offer

* 50% team discount on food and drinks at any time, for you and up to three guests

* Complimentary off-peak racing for you and up to three guests

* Paid volunteer days to support causes you care about

* 24/7 access to our GP service * Health cash plan covering dental, physiotherapy, mental health, optical and more (up to £1,000)

* Enhanced maternity and paternity pay

* Paid bereavement leave

* Access to a team discount platform, including gym memberships and retail offers

* Financial wellbeing support platform

* 28 days holiday entitlement, including bank holidays

* Refer-a-friend bonus scheme

We’re committed to creating a vibrant, dynamic environment where our team can thrive. If you’re passionate about hospitality, gaming, and delivering exceptional guest experiences — the race is on. Are you in?