Guest Relations Manager

Carlisle Support Services; Town of Kensington; On-site; CAD 75,000 - 112,000; Full time

Benefits offered by this job

23 days holiday rising to 25

Discounts and cashback schemes

Employee Assistance Programme

Refer a Friend Scheme

Cycle to Work Scheme

Performance bonus

Job summary

Olympia seeks a Guest Relations Manager to lead front-of-house across the estate, with primary responsibility for the Corporate Office Reception. This high-visibility role ensures tenants, guests and colleagues receive a warm, elevated experience reflecting Olympia’s ambition.

You will shape service standards, develop the Guest Services team and collaborate with security, facilities, engineering and F&B to deliver an outstanding end-to-end guest journey, with a focus on continuous improvement.

Qualifications

• 2–5 years experience in a front-of-house management role (hospitality, corporate, luxury retail, mixed-use or venue environments)
• Strong leadership background with experience developing people and performance
• Outstanding customer service and complaint-handling abilities
• Excellent organisational, planning and communication skills
• Experience with reception systems, CRM, access control or similar technologies
• Flexibility to work evenings, weekends and bank holidays when required
• Leads by example with a natural service-driven mindset
• Calm, emotionally intelligent and professional under pressure
• Passionate about people, service excellence and continuous improvement
• Builds strong relationships and influences stakeholders effectively
• Takes ownership of guest experience and team performance
• 23 days’ holiday rising to 25 after two years
• Discounts and cashback schemes
• Employee Assistance Programme
• Refer a Friend Scheme
• Cycle to Work Scheme
• Performance bonus

Responsibilities

• Lead and develop the Guest Services and Reception team
• Oversee day-to-day reception operations, guest flow and service delivery
• Resolve escalated queries and manage service recovery with professionalism and empathy
• Implement policies, procedures and SOPs to enhance service standards
• Monitor performance metrics, guest feedback and audit outcomes
• Collaborate across departments to deliver a seamless end-to-end customer journey
• Promote Olympia’s services and amenities, enhancing guest engagement
• Support rota planning, workforce resourcing and absence management; identify and drive service improvements through training, innovation and technology

Skills

Front-of-house

Leadership

Customer service

Organisational skills

Communication skills

CRM platforms

Reception systems

Flexibility

Empathy

Tools

CRM platforms

Job description

Employer: Carlisle Support Services. Advertised by inploi, which runs Carlisle Support Services's careers site.

About Olympia

Olympia is undergoing a landmark £1.3bn transformation, evolving into one of London’s most exciting mixed‑use destinations. The redeveloped estate will feature world‑class venues including British Airways ARC (a new 3,800‑capacity music venue), a major new theatre, two hotels (citizenM and Hyatt Regency), 30+ restaurants and bars, a boutique 1Rebel gym, Wetherby Pembridge senior school, 550,000 sq ft of high‑quality office space and newly designed public areas. It is set to become a showcase for culture, creativity and unforgettable experiences.

The Role

We are seeking an exceptional Guest Relations Manager to lead front‑of‑house operations across Olympia, with primary responsibility for the Corporate Office Reception. This is a highly visible leadership position, ensuring every tenant, guest, visitor and colleague receives a seamless, warm and elevated experience that reflects Olympia’s world‑class ambition.

You will shape service standards, develop the Guest Services team, and drive a consistently outstanding experience across all touchpoints. Working collaboratively with security, facilities, engineering and F\&B teams, you will champion excellence, consistency and continuous improvement.

Key Responsibilities

• Lead, inspire and develop the Guest Services and Reception team
• Oversee day‑to‑day reception operations, guest flow and service delivery
• Resolve escalated queries and manage service recovery with professionalism and empathy
• Implement policies, procedures and SOPs to enhance service standards
• Monitor performance metrics, guest feedback and audit outcomes
• Collaborate across departments to deliver a seamless end‑to‑end customer journey
• Promote Olympia’s services and amenities, enhancing guest engagement
• Support rota planning, workforce resourcing and absence managementIdentify and drive service improvements through training, innovation and technology

Skills & Experience

• 2–5 years’ experience in a front‑of‑house management role (hospitality, corporate, luxury retail, mixed‑use or venue environments)
• Strong leadership background with experience developing people and performance
• Outstanding customer service and complaint‑handling abilities
• Excellent organisational, planning and communication skills
• Experience with reception systems, CRM, access control or similar technologies
• Flexibility to work evenings, weekends and bank holidays when required
• Leads by example with a natural service‑driven mindset
• Calm, emotionally intelligent and professional under pressure
• Passionate about people, service excellence and continuous improvement
• Builds strong relationships and influences stakeholders effectively
• Takes ownership of guest experience and team performance
• 23 days’ holiday (rising to 25 after two years)
• Discounts and cashback schemes
• Employee Assistance Programme
• Refer a Friend Scheme
• Cycle to Work Scheme
• Performance bonus

Equality, Diversity & Inclusion

We welcome applications from all backgrounds. We value diversity, promote inclusion, and assess all candidates solely on merit, ability and alignment with our values.