Guest Relations Manager

Carlisle Support Services; Greater London; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Health & wellbeing plans

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 is seeking a Guest Relations Manager to lead the front-of-house and Corporate Office Reception across the venue. You will shape service standards, develop the Guest Services team and partner with security, facilities, engineering and F&B to deliver an elevated guest experience.

This role requires strong leadership, exceptional customer service, and the ability to manage in high-profile, guest-facing environments. Flexibility for evenings, weekends and holidays is expected.

Qualifications

• Experience leading front-of-house teams in hospitality, corporate, luxury retail, or venues.
• Demonstrated customer service excellence and effective complaint handling.
• Strong planning, organisation and communication skills are essential.

Responsibilities

• Lead and develop the Guest Services and Reception teams.
• Oversee day-to-day reception operations and guest flow.
• Manage escalated queries and service recovery with professionalism.
• Implement SOPs to raise service standards and train staff.
• Monitor metrics, feedback and audits to drive improvements.
• Collaborate across departments to ensure a seamless guest journey.

Skills

Front-of-house management

Leadership

Customer service

Organisation

Communication

CRM systems

Reception systems

Access control

Tools

CRM

Access control

Reception systems

Job description

## Job Introduction**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 management* Identify 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* Confident operating in high‐profile, guest‐facing environments* Experience with reception systems, CRM, access control or similar technologies* Flexibility to work evenings, weekends and bank holidays when required**Behaviours & Competencies*** 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**Benefits*** Health & Wellbeing Plans* 23 days’ holiday (rising to 25 after two years)* Discounts and cashback schemes* Paid volunteering days* 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.#priorityApply+−Leaflet | OpenStreetMap contributors### Guest Relations Manager* **Salary** £50000* **Frequency** Annually* **Job Reference** carlisless/TP/452/2837* **Contract Type** Permanent/Salaried* **Closing Date** 7 November, 2026* **Job Category** Salaried* **Business Unit** Olympia* **Location** Kensington, Flexible* **Posted on** 8 October, 2026