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For Companies At a Glance
- Tasks: Lead front-of-house operations and ensure exceptional guest experiences at Olympia.
- Company: Join Olympia, a landmark destination transforming London with world-class venues.
- Benefits: Enjoy 23 days holiday, discounts, performance bonuses, and a supportive work environment.
- Why this job: Be part of an exciting transformation and shape unforgettable experiences for guests.
- Qualifications: 2-5 years in front-of-house management with strong leadership and customer service skills.
- Other info: Diverse and inclusive workplace with opportunities for growth and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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
- Experience with reception systems, CRM, access control or similar technologies
- Flexibility to work evenings, weekends and bank holidays when required
- 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
23 days’ holiday (rising to 25 after two years)
Discounts and cashback schemes
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.
Guest Relations Manager in Luton employer: Carlisle Support Services
Contact Detail:
Carlisle Support Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Manager in Luton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Olympia and its transformation. Understand their vision and values so you can align your answers with what they’re looking for. Show them you’re not just another candidate, but someone who truly gets their mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in front-of-house management makes you the perfect fit for the Guest Relations Manager role. Highlight your leadership skills and customer service expertise to stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Olympia team and its exciting journey.
We think you need these skills to ace Guest Relations Manager in Luton
Some tips for your application 🫡
Show Your Passion for Guest Relations: When writing your application, let your enthusiasm for guest relations shine through! Share specific examples of how you've created memorable experiences for guests in the past. We want to see that you genuinely care about providing top-notch service.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experience mentioned in the job description. Highlight your leadership abilities and any relevant experience in hospitality or front-of-house management. We love seeing candidates who take the time to align their application with our needs!
Be Professional Yet Approachable: While we appreciate a friendly tone, remember to maintain professionalism in your written application. Use clear language and structure your thoughts well. This will show us that you can communicate effectively, which is key for a Guest Relations Manager.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Olympia!
How to prepare for a job interview at Carlisle Support Services
✨Know the Venue Inside Out
Before your interview, make sure you research Olympia and its transformation. Familiarise yourself with the new venues, services, and amenities. This will not only show your enthusiasm but also help you discuss how you can enhance guest experiences in line with their world-class ambition.
✨Showcase Your Leadership Skills
As a Guest Relations Manager, you'll need to lead and inspire a team. Prepare examples from your past experiences where you've successfully developed people or improved service standards. Be ready to discuss how you would motivate your team to deliver exceptional service.
✨Demonstrate Problem-Solving Abilities
Expect questions about handling difficult situations or complaints. Think of specific instances where you've resolved escalated queries with professionalism and empathy. Highlight your calmness under pressure and your ability to turn a negative experience into a positive one.
✨Emphasise Collaboration Skills
The role requires working closely with various departments. Prepare to discuss how you've collaborated with other teams in the past to create seamless customer journeys. Show that you understand the importance of teamwork in delivering an outstanding guest experience.
