Member Experience & Front Desk Lead

The Lensbury; Twickenham; Vor Ort; GBP 35.000 - 48.000; Vollzeit

Benefits dieser Stelle

Discounts at Lensbury & L+R portfolio

Gym and swimming pool access

Employee Assistance Programme (EAP)

Zusammenfassung

The Lensbury is recruiting a Member Relations Manager to lead the Members' Reception and Lockside Reception teams, ensuring warm, professional welcome and seamless service for all members and visitors.

You will train and develop the reception team, manage member feedback and disputes, and work with multiple departments to maintain high service standards and accurate records. Weekend and event coverage is required.

Qualifikationen

• Experience managing a front-of-house or Reception team in a premium leisure, hospitality, or private members club.
• Strong customer service mindset with professional demeanour.
• Proven leadership and team development skills.
• Outstanding interpersonal and communication abilities.
• Professional appearance and conduct at all times.
• High attention to detail and strong organisational skills.
• Good IT literacy and experience with reception or membership systems.
• Flexible to work varying shifts including weekends and events.

Aufgaben

• Supervise and support the Reception team to deliver exceptional service.
• Maintain accurate records of member interactions, bookings, and system entries.
• Liaise with Fitness, Spa, Hotel, F&B, Racquets, Watersports, and Membership teams for a joined-up experience.
• Ensure payment handling, till reconciliation, and reporting procedures.
• Oversee shift planning, team rotas, and breaks.
• Train, coach, and mentor team members to deliver excellent customer service.
• Own member feedback, complaints, disputes, and escalate high-risk matters to senior management.
• Support member satisfaction initiatives and implement improvements based on feedback and operational insights.

Kenntnisse

Front-of-house management

Customer service

Leadership

Interpersonal communication

Reception systems

Staff coaching and training

Shift planning

Team supervision

Attention to detail

Tools

Club management software

Microsoft Office

Jobbeschreibung

The Lensbury is recruiting a Member Relations Manager to lead the Members' Reception and Lockside Reception teams, ensuring warm, professional welcome and seamless service for all members and visitors.

You will train and develop the reception team, manage member feedback and disputes, and work with multiple departments to maintain high service standards and accurate records. Weekend and event coverage is required.