Guest Relations Manager

About OlympiaOlympia 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 RoleWe 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 ResponsibilitiesLead, inspire and develop the Guest Services and Reception teamOversee day‑to‑day reception operations, guest flow and service deliveryResolve escalated queries and manage service recovery with professionalism and empathyImplement policies, procedures and SOPs to enhance service standardsMonitor performance metrics, guest feedback and audit outcomesCollaborate across departments to deliver a seamless end‑to‑end customer journeyPromote Olympia’s services and amenities, enhancing guest engagementSupport rota planning, workforce resourcing and absence managementIdentify and drive service improvements through training, innovation and technologySkills & Experience2–5 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 performanceOutstanding customer service and complaint‑handling abilitiesExcellent organisational, planning and communication skillsConfident operating in high‑profile, guest‑facing environmentsExperience with reception systems, CRM, access control or similar technologiesFlexibility to work evenings, weekends and bank holidays when requiredBehaviours & CompetenciesLeads by example with a natural service‑driven mindsetCalm, emotionally intelligent and professional under pressurePassionate about people, service excellence and continuous improvementBuilds strong relationships and influences stakeholders effectivelyTakes ownership of guest experience and team performanceBenefitsHealth & Wellbeing Plans23 days’ holiday (rising to 25 after two years)Discounts and cashback schemesPaid volunteering daysEmployee Assistance ProgrammeRefer a Friend SchemeCycle to Work SchemePerformance bonus