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.
#priority
#J-18808-Ljbffr
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.
#priority
#J-18808-Ljbffr