Guest Experience Lead - Front of House & Service Excellence

Carlisle Support Services Group; Carlisle; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading hospitality services company in the UK seeks an exceptional Guest Relations Manager to oversee front-of-house operations at Olympia. This critical leadership role will ensure every guest receives a seamless and elevated experience. The successful candidate will develop the Guest Services team, set service standards, and resolve guest issues. Candidates should have 2–5 years of front-of-house management experience, strong leadership abilities, and excellent customer service skills. A comprehensive benefits package is offered.

Benefits

Health & Wellbeing Plans

23 days’ holiday

Discounts and cashback schemes

Paid volunteering days

Performance bonus

Qualifications

• 2–5 years’ experience in a front-of-house management role.
• Strong leadership background with experience developing people.
• Excellent communication and planning skills.

Responsibilities

• Lead, inspire and develop the Guest Services and Reception team.
• Oversee day-to-day reception operations and service delivery.
• Resolve escalated queries and manage service recovery.

Skills

Front-of-house management

Customer service

Leadership

Organizational skills

Complaint handling

Tools

CRM systems

Access control systems

Job description

A leading hospitality services company in the UK seeks an exceptional Guest Relations Manager to oversee front-of-house operations at Olympia. This critical leadership role will ensure every guest receives a seamless and elevated experience. The successful candidate will develop the Guest Services team, set service standards, and resolve guest issues. Candidates should have 2–5 years of front-of-house management experience, strong leadership abilities, and excellent customer service skills. A comprehensive benefits package is offered.