Member Experience Manager

The Lensbury; Teddington; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Team member discounts at The Lensbury

Use of leisure facilities (gym & pool)

EAP with 24/7 helpline

Benefits portal and discounts

Staff awards and social events

Free meals on duty

Cycle to work scheme

Job summary

The Lensbury is seeking a Members Experience Manager to lead the Members’ Reception and Lockside Reception teams, ensuring a warm, professional welcome and seamless service for every visit.

You will train, coach, and mentor staff, manage member feedback and disputes, and collaborate with Fitness, Spa, Hotel, F&B, Racquets, Watersports and Membership to deliver a joined-up, high-quality experience across the Club.

Qualifications

• Experience managing a front-of-house team in a premium leisure, hospitality, or private members club.
• Strong customer service mindset.
• Excellent interpersonal and communication skills.
• Flexible availability to work weekends, early mornings, and evenings and to support Club events.

Responsibilities

• Supervise and support the Reception team to deliver a warm, efficient service.
• Maintain accurate records of member interactions and bookings.
• Liaise with Fitness, Spa, Hotel, F&B, Racquets, Watersports, and Membership to ensure 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 and mentor team members to deliver excellent customer service.
• Handle member feedback, complaints, disputes, and strike-related concerns professionally.

Skills

Front-of-house management

Customer service

Leadership

Communication skills

IT literacy

Tools

Club management software

Reception systems

Job description

About us

Part of Iconic Hotels and Resorts, The Lensbury is located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 156 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.

The Role

The Members Experience Manager will report directly to the Leisure Operations Manager and have line responsibility for all Members’ Reception and Lockside Reception team members.

As the face of the Club, you will ensure all members and visitors receive a warm, professional welcome and enjoy seamless service throughout their visit. You will support the Leisure Operations Manager in day-to-day operations, play a key role in training and developing the Reception team to uphold our high service standards, and oversee the effective management of member feedback, complaints, and disputes to maintain high levels of member satisfaction.

• Supervise and support the Reception team to deliver an exceptional, efficient, and friendly service at all times.
• Maintain accurate records of member interactions, bookings, and system entries using our club management software.
• Liaise closely with other departments (including Fitness, Spa, Hotel, F&B, Racquets, Watersports, and Membership) to ensure a joined-up experience.
• Ensure payment handling, till reconciliation, and reporting procedures are correctly followed.
• Oversee shift planning, team rotas, and breaks to maintain optimum staffing levels.
• Train, coach, and mentor team members to deliver consistently excellent customer service.
• Take ownership of member feedback, complaints, disputes, and member strike-related concerns, acting as a key point of contact to resolve issues professionally, fairly, and in accordance with Club policies. Work collaboratively with relevant departments to achieve positive outcomes, maintain detailed records, identify trends, and elevate complex or high-risk matters to senior management where appropriate.
• Support the Leisure Operations Manager in driving member satisfaction initiatives and implementing improvements based on member feedback and operational insights

What are we looking for?

Essential:

• Previous experience managing a front-of-house or Reception team in a premium leisure, hospitality, or private members club
• A passion for customer service
• Confident leadership and team development skills
• Outstanding interpersonal and communication skills
• Professional appearance and conduct at all times
• High attention to detail and organisational ability
• Strong IT literacy and experience with reception or membership systems.
• Flexible availability to work a variety of shifts including weekends, early mornings, and evenings and to support Club events

Desirable:

• First Aid at Work certificate
• A personal interest in health, fitness, or wellness.

Benefits

• Team member discounts at The Lensbury and across the L+R portfolio
• Use of some leisure facilities, including gym & swimming pool
• EAP with 24/7 helpline for you and your family
• Benefits portal with Hospitality Rewards, offering discounts across many major brands
• Staff Awards and Social events throughout the year
• Free meals whilst on duty
• Cycle to work scheme