Membership Manager - Spa

Hotel Indigo; Greater London; On-site; GBP 34,000 - 42,000; Full time

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

Curate exceptional arrivals. Build lasting relationships. Elevate every experience.

At Hotel Indigo & K West Shepherd’s Bush, our Spa & Wellbeing sanctuary is getting ready to open its doors and designed to offer more than treatments, it provides a place of restoration, connection, and personal wellbeing. As ourMembershipManager, you will be the face of that experience, leading a team that delivers exceptional service while building a thriving community of loyal members and wellness enthusiasts.

This is a unique opportunity for a hospitality professional who combines luxury guest service with commercial acumen, relationship-building expertise, and a genuine passion for wellbeing.

What's Our Story?

Inspired by the individuality and creativity of Shepherd's Bush, Hotel Indigo brings the neighbourhood's character to life through thoughtful design, authentic experiences, and personalised service.

Within this vibrant setting, our Spa & Wellbeing offering creates a refined retreat where guests and members can escape, recharge, and invest in their wellbeing. As Spa Reception & Membership Manager, you'll play a pivotal role in shaping first impressions, nurturing lasting relationships, and ensuring every guest journey is as memorable as it is seamless.

Here's what you can look forward to as our Membership Manager:

Annual Salary: £38,000

• Commission structure
• Pension with company contributions
• 50% discount in all our restaurants and Spa treatments across our properties
• Team member and Friends & Family rates across our properties
• IHG Employee rate across 6000 hotels globally
• Complimentary stay after passing probation
• Extensive discounts on our benefits platform
• Access to a Healthcare Cash plan
• Interest-free season ticket loan
• Employee Assistance Programme – 24/7 online GP, mental health support, and wellbeing
• Career development programmes and training opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success

A Day in Your Neighbourhood

• Lead the guest journey:Oversee the day-to-day operation of Spa Reception, ensuring every guest and member receives a warm, personalised, and seamless experience from arrival to departure. Operational leadership in the absence of the Director of Spa & Wellbeing.
• Build a thriving membership community:Drive membership acquisition, retention, and engagement through exceptional service and relationship building,
• Own the details:Manage reservations, memberships, retail transactions, guest communications, and CRM records with accuracy and efficiency.
• Create memorable experiences:Organise member events, wellness workshops, VIP visits, and exclusive experiences that strengthen loyalty and bring the wellbeing community together.
• Inspire your team:Recruit, train, and develop Spa Receptionists, creating a culture of luxury hospitality, accountability, and continuous improvement.
• Drive commercial performance:Lead revenue growth across memberships, retail, wellness experiences, and upgrades while monitoring key performance indicators and identifying opportunities to enhance results.
• Champion wellbeing:Become an ambassador for the Spa & Wellbeing philosophy, ensuring every interaction reflects the standards, values, and experience we aspire to deliver.
• Maintain operational excellence:Oversee reception standards, daily reconciliations, cash handling, reporting, and compliance while ensuring all guest-facing areas remain immaculate. Assist with scheduling team rotas, managing timesheets, and overseeing booking systems.

What's Your Story?

You're a natural relationship-builder with a passion for luxury hospitality and wellness. You'll thrive in this Membership Manager role if you bring:

• Previous 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 the ability to achieve revenue and membership targets
• Exceptional interpersonal, communication, and organisational skills
• Experience leading, developing, and motivating guest-facing teams
• Confidence handling VIP guests, member relationships, and service recovery situations
• Experience using spa booking, membership, or CRM systems
• A genuine passion for luxury service, wellbeing, and creating meaningful guest experiences
• Fitness knowledge is an advantage
• Pre-opening experience a bonus!

As Membership Manager, you'll be far more than the person overseeing reception. You'll be the champion of first impressions, member relationships, and the driving force behind a community that sees the Spa not simply as a facility, but as an essential part of their wellbeing journey.

All applicants must have existing rights to work status in the UK.