Member Experience Lead

The Lensbury; Teddington; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Team member discounts

Use of leisure facilities

EAP 24/7 helpline

Hospitality Rewards portal

Staff events and awards

Free meals on duty

Cycle to work

Free parking

Refer a Friend program

28 days paid leave

Job summary

The Lensbury in Teddington is seeking a Member Relations Manager to lead the Members' Reception and ensure a warm, professional welcome for all visitors. You will support day-to-day operations, develop the Reception team, and manage member feedback and disputes in line with club policies.

Working closely with departments across Fitness, Spa, Hotel, F&B and Membership, you will oversee payments, till reconciliation and rotas, while coaching staff to deliver consistently high service and

Qualifications

• Experience leading a front-of-house or reception team in premium leisure or private member clubs.
• Strong customer service ethos and professional presentation.
• Excellent interpersonal, communication, and organisational skills.

Responsibilities

• Supervise and support the Reception team to deliver exceptional service.
• Maintain records of member interactions and bookings in the club software.
• Liaise with Fitness, Spa, Hotel, F&B, Racquets, Watersports and Membership for a joined-up experience.
• Ensure payment handling, till reconciliation and reporting procedures are followed.
• Oversee shift planning, rotas and breaks to maintain staffing levels.
• Train, coach and mentor team members to deliver excellent customer service.
• Own member feedback, complaints and disputes and resolve issues professionally.
• Support satisfaction initiatives and improvements based on feedback.

Skills

Front-of-house management

Reception team leadership

Customer service

IT literacy Club software

Flexible scheduling

Tools

Club management software

Job description

The Lensbury in Teddington is seeking a Member Relations Manager to lead the Members' Reception and ensure a warm, professional welcome for all visitors. You will support day-to-day operations, develop the Reception team, and manage member feedback and disputes in line with club policies.

Working closely with departments across Fitness, Spa, Hotel, F&B and Membership, you will oversee payments, till reconciliation and rotas, while coaching staff to deliver consistently high service and