Guest Relations Manager

# Guest Relations Manager## 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.#priority|

OpenStreetMap contributors### Guest Relations Manager* **Salary**

£50000* **Frequency**

Annually* **Job Reference**

carlisless/TP/452/2198* **Contract Type**

Permanent/Salaried* **Closing Date**

1 March, 2026* **Job Category**

Salaried* **Business Unit**

Olympia* **Location**

Kensington, Flexible* **Posted on**

30 January, 2026### Spread the word### Jobs in the same category #J-18808-Ljbffr