Luxury Member Experience Manager

The Whiteley - Concierge; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Third Space The Whiteley in London is seeking a Reception Manager to oversee Front of House and the Recovery Spa, ensuring the highest level of member experience and service excellence.

You will lead, train and develop the Front of House team, drive personalised member interactions, manage guest requests and feedback, and uphold brand standards.

This frontline role sits in a luxury wellness club where discretion, consistency and outstanding service foster lasting member loyalty.

Qualifications

• Experience managing a team in a luxury, member-facing environment.
• Strong communication skills, both verbal and written.
• Proven ability to handle member inquiries and complaints with tact.

Responsibilities

• Recruit, onboard, induct and develop Front of House team.
• Drive personalised member interactions and deliver exceptional service.
• Act as role model and uphold standards to impact NPS and member experience.
• Respond to member requests with clear, timely information on club updates and policies.
• Carry out Duty Manager tasks to the required standard.

Skills

Leadership

Staff development

Communication

Customer service

Job description

Third Space The Whiteley in London is seeking a Reception Manager to oversee Front of House and the Recovery Spa, ensuring the highest level of member experience and service excellence.

You will lead, train and develop the Front of House team, drive personalised member interactions, manage guest requests and feedback, and uphold brand standards.

This frontline role sits in a luxury wellness club where discretion, consistency and outstanding service foster lasting member loyalty.