Guest Relations Executive
London
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?
