Carlisle Support Services
Guest Relations Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location