Head of Sales and Guest Relations - O2

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Job Introduction

Head of Sales and Guest Relations - O2 | Full-Time / Permanent
£55,000 + excellent benefits including bonus, healthcare, wellbeing support, 23 days' annual leave plus bank holidays, life assurance, meals on duty, and more.

Overview:

Levy is the vibrant and exciting hospitality partner for The O2 Arena, one of the world's most iconic entertainment venues. As part of Compass Group-the world's largest catering company-Levy brings world-class expertise in delivering legendary experiences in food, drink, and guest service at The O2.

At The O2, we are proud to deliver exceptional hospitality for every genre, from sold-out concerts and major sporting events to exclusive VIP and suite experiences. Our dedicated team ensures guests enjoy innovative, sustainably sourced food and drink, always served with a focus on quality and exceptional service.

Sustainability, wellbeing, diversity, and inclusion are at the heart of everything we do at The O2 Arena. Levy shares Compass Group's ambition to achieve Net Zero by 2027 and works closely with The O2 to reduce single-use plastics and champion responsible sourcing. We are also proud partners of the British Paralympic Association.

Working at The O2 Arena means being part of a passionate, progressive hospitality team-one that puts people first and celebrates the unique experiences that only The O2 can deliver.

Head of Sales and Guest Relations - The Role

Sales Strategy and Leadership:

• Develop and implement strategic sales plans aligned with company objectives to drive revenue growth across various channels.
• Lead, mentor, and manage the sales team, setting clear goals, KPIs, and fostering a high-performance culture.
• Drive strategic planning for sales forecasting, budgeting, and resource allocation, ensuring targets are achieved and exceeded.
• Conduct thorough market research to identify growth opportunities, analyse competitors, and stay ahead of industry trends.
• Develop bespoke sales plans, incorporating pricing strategies, promotional campaigns, and customer engagement initiatives to increase market reach.
• Oversee CRM implementation and optimisation to streamline processes, improve customer retention, and gather valuable insights.

Guest Relations Management:

• Establish and uphold exceptional guest relations standards, ensuring a consistently high-quality experience for all clients and visitors.
• Serve as the primary point of contact for VIP guests and key accounts, ensuring personalised and memorable experiences.
• Implement and oversee guest feedback mechanisms, using insights to continuously enhance guest satisfaction and address any areas needing improvement.
• Monitor guest satisfaction metrics, analyse trends, and develop initiatives to improve guest experience, retention, and loyalty.

Business Development and Partnerships:

• Build strong relationships with corporate clients and key department leads within the venue.
• Leverage industry contacts and professional networks to open new sales channels, enhancing the company's reach and visibility.
• Work closely with the various departments to develop co-branded initiatives, promotional materials, and customer-focused campaigns supporting sales and guest relations objectives.

Event Management and Coordination:

• Oversee the planning and execution of key events, ensuring seamless coordination between the sales, guest relations, and operations teams.
• Liaise with clients to gather event requirements, manage expectations, and ensure high-quality event experiences from start to finish.
• Provide strategic input on event design, themes, and execution to elevate guest experiences and meet sales targets.

Performance Reporting and Analysis:

• Prepare and present detailed sales and guest relations reports, including insights on revenue, customer feedback, and performance against targets, for executive review.
• Utilise data analytics and reporting tools to evaluate the effectiveness of sales strategies and guest relations initiatives, adjusting plans as needed.
• Develop and maintain a feedback, learning, and continuous improvement system to keep the team agile and results-driven.

Health & Safety:

• To maintain H&S compliance and get involved with H&S meetings.
• Work with onsite HSE champion to ensure Silver and Gold standards are delivered and maintained in your area of business
• To ensure H&S training is completed in accordance with legal and company requirements.
• To personally demonstrate that you take responsibility for your own health and safety and that of others.

Required Skills and Qualifications:

• Strong leadership abilities with a proven track record in sales and client relations management.
• Excellent communication and interpersonal skills with a focus on customer-centric sales approaches.
• Strategic thinker with excellent planning and organizational abilities, capable of managing multiple priorities.
• Deep understanding of CRM tools, guest relations standards, and sales analytics.
• Ability to work autonomously and adapt to changing business needs while inspiring a results-driven team.

What You'll Get In Return

• Competitive salary with discretionary bonus and full company benefits
• 23 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme
• Healthcare & wellbeing: Aviva Digicare, Medicash (dental, optical, therapy treatments)
• Mental health support: 24/7 Employee Assistance Programme
• Family benefits: 2 days' additional leave after returning from maternity leave, day off for your baby's first birthday, enhanced family leave
• Perks & discounts: Shopping, entertainment, and travel discounts, 20% off Nuffield Health and 10% off PureGym memberships
• Financial wellbeing: Pension scheme, Life Assurance, preferred rates on salary finance products
• Development opportunities: Professional subscriptions, ongoing training and structured career pathways
• Meals on duty included

Why Join Us?
Levy UK & Ireland is part of Compass Group, the world's largest catering company, and a vibrant leader in hospitality.

We believe in celebrating individuality and building inclusive teams where everyone feels they belong. Our diverse team fuels creativity, innovation, and excellence.

We are proud to be an equal opportunities employer and welcome candidates from all backgrounds to join us in creating a supportive, empowering workplace where everyone can thrive.

Together, we create unforgettable experiences - and shape the future of hospitality.