Guest Experience Leader – Front Office & Service Excellence

Carlisle Support Services; Greater London; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Health & Wellbeing

23 days holiday

Discounts & cashback

Paid volunteering days

Employee Assistance Programme

Refer a Friend

Cycle to Work

Performance bonus

Job summary

Olympia in London is seeking a Guest Relations Manager to lead front-of-house across the venue, with primary responsibility for the Corporate Office Reception. You will shape service standards and drive an elevated guest experience reflecting Olympia’s world-class ambition.

Collaborating with security, facilities, engineering and F&B teams, you will develop the Guest Services team, monitor performance, manage escalations and ensure seamless end-to-end service for tenants, guests and colleagues.

Qualifications

• 2–5 years of experience in front-of-house management roles (hospitality, corporate, luxury retail, venues)
• Strong leadership and people development skills
• Outstanding customer service and complaint-handling abilities
• Excellent organisational, planning and communication skills

Responsibilities

• Lead the Guest Services and Reception team
• Oversee day-to-day reception operations, guest flow and service delivery
• Resolve escalated queries and manage service recovery
• 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 and engage guests

Skills

Front-of-house management

Leadership

Customer service

Communication

Organisation

Tools

Reception systems

CRM

Access control

Job description

Olympia in London is seeking a Guest Relations Manager to lead front-of-house across the venue, with primary responsibility for the Corporate Office Reception. You will shape service standards and drive an elevated guest experience reflecting Olympia’s world-class ambition.

Collaborating with security, facilities, engineering and F&B teams, you will develop the Guest Services team, monitor performance, manage escalations and ensure seamless end-to-end service for tenants, guests and colleagues.