Guest Relations Manager Kensington

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 1

Rebel 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.

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.

• 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

• 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

• 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

• 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

We welcome applications from all backgrounds. We value diversity, promote inclusion, and assess all candidates solely on merit, ability and alignment with our values.

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