Lux Spa Reception & Membership Lead (Pre-Opening)

Hotel Indigo London K West Shepherd'S Bush; Greater London; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Commission structure

Pension with company contributions

50% discount in all our restaurants

IHG Employee rate across 6000 hotels

Free meals on duty

Healthcare options

Interest-free season ticket loan

Career development programmes

Bike to work scheme

Recommend a Friend incentive

Job summary

Hotel Indigo London K West Shepherd's Bush is opening a Spa & Wellbeing sanctuary and seeks a Spa Reception Manager to lead a team delivering exceptional service and building a loyal community of members and wellness enthusiasts.

You will drive membership sales, manage reservations and CRM, and create memorable experiences while upholding the standards of luxury hospitality and wellbeing across our properties.

Qualifications

• Previous experience in a Spa Reception Manager, Membership Manager, or Health Club Manager role.
• Proven experience driving membership sales, retention, and guest loyalty programmes.
• Strong commercial awareness with the ability to achieve revenue and membership targets.
• Exceptional interpersonal, communication, and organisational skills.
• Experience leading, developing, and motivating guest-facing teams.
• Confidence handling VIP guests, member relationships, and service recovery situations.
• Experience using spa booking, membership, or CRM systems.

Responsibilities

• Lead the guest journey: oversee the day-to-day operation of Spa Reception, ensuring warm, personalised, and seamless experiences from arrival to departure.
• Build a thriving membership community: drive membership acquisition, retention, and engagement through exceptional service.
• Own the details: manage reservations, memberships, retail transactions, guest communications, and CRM records.
• Create memorable experiences: organise member events, wellness workshops, VIP visits, and exclusive experiences.
• Inspire your team: recruit, train, and develop Spa Receptionists, creating a culture of luxury hospitality.
• Drive commercial performance: lead revenue growth across memberships, retail, wellness experiences, and upgrades.

Skills

Relationship-building

Commercial acumen

Leadership

Guest service

Wellbeing knowledge

VIP guest handling

CRM systems

Tools

Spa booking system

Membership CRM

Job description

Hotel Indigo London K West Shepherd's Bush is opening a Spa & Wellbeing sanctuary and seeks a Spa Reception Manager to lead a team delivering exceptional service and building a loyal community of members and wellness enthusiasts.

You will drive membership sales, manage reservations and CRM, and create memorable experiences while upholding the standards of luxury hospitality and wellbeing across our properties.