Luxury Spa Membership & Guest Experience Manager

Hotel Indigo

Greater London

On-site

GBP 34,000 - 42,000

Full time

14 days+
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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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