Member Concierge 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 is a collection of luxury health clubs in London; individual in style, bound by a common philosophy: to provide outstanding fitness spaces that members feel are their own.

Our people are the creators that bring the space to life. We’re a team of motivators, inventors, and coaches; always striving to grow and evolve. It’s not just a job, it’s a lifestyle. We inspire our members to fulfil their lives and they rely on us…and we wouldn’t have it any other way. This is our space.

With plans to more than double our estate in the next 5 years, now is the time to join Third Space and be a part of a company that genuinely strives to be the Best in Class.

Third Space The Whiteley is set within a beautifully restored Grade II-listed building just moments from Hyde Park. Across three stunning floors, the space combines luxury wellness with world-class training, from performance zones beneath a bespoke glass dome to a serene wet spa and dedicated recovery areas.

We’re looking for a Reception Manager to join the team and shape something truly special. You’ll be part of a dynamic, driven community, united by a commitment to excellence and a passion for delivering an exceptional member experience.This role will play an integral part in ensuring the highest level of member satisfaction and exceptional customer service.

Overseeing the Front of House department and Recovery Spa area, you will work closely with the Operations Manager, while leading, training and providing support to the Front on House team.

Key responsibilities for this role will include but not be limited to:

• Being responsible for the recruitment, onboarding, induction and ongoing development of every Front of House team member.
• Driving member interactions from your team, ensuring each member receives a personalised service, building their trust with each interaction and forming long lasting professional relationships.
• Serving as a role model to demonstrate appropriate behaviours; understanding the impact the Front of House department has on NPS
• Helping members with every request in a clear and timely manner, giving accurate information about the club’s updates, procedures and policies, always striving for member satisfaction.
• Carrying out all required Duty Manager tasks to the required standard, ensuring their team do the same.

About you:

• Experience managing a team in a luxury, member-facing environment
• Strong communication skills both verbal and written
• Proven track record of dealing with member complaints
• Have great attention to detail and set a high bar when it comes to member experience