Luxury Spa Membership & Guest Experience Manager

Hotel Indigo; Greater London; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

50% discount in restaurants and Spa

Pension with company contributions

IHG Employee rate across 6000 hotels

Complimentary stay after probation

Healthcare Cash plan

Bike to work scheme

Career development programmes

Employee Assistance Programme – 24/7

Job summary

Hotel Indigo & K West Shepherd’s Bush invites a Membership Manager to lead our Spa Reception team and build a thriving member community. You will drive premium service, nurture relationships, and grow memberships while delivering luxury wellness experiences.

You’ll oversee reservations, CRM records, and guest communications, shaping memorable journeys from arrival to departure with a focus on revenue growth and exceptional service.

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Qualifications

• 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 ability to achieve revenue and membership targets.
• Exceptional interpersonal, communication, and organisational skills.

Responsibilities

• Lead the guest journey: oversee Spa Reception day-to-day and guest/member experience.
• Drive membership acquisition, retention, and engagement through service and relationships.
• Manage reservations, memberships, retail transactions, guest communications, and CRM records.
• Organise member events, wellness workshops, VIP visits, and exclusive experiences.

Skills

Relationship building

Commercial acumen

Guest service

Team leadership

VIP guest handling

Tools

CRM systems

Spa booking system

Job description

Hotel Indigo & K West Shepherd’s Bush invites a Membership Manager to lead our Spa Reception team and build a thriving member community. You will drive premium service, nurture relationships, and grow memberships while delivering luxury wellness experiences.

You’ll oversee reservations, CRM records, and guest communications, shaping memorable journeys from arrival to departure with a focus on revenue growth and exceptional service.

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