Pre-Opening Luxury Spa Reception & Membership Lead

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

Benefits offered by this job

Pension with company contributions

Discounts in restaurants and spa

IHG Employee rate

Free stay after probation

Healthcare and wellbeing benefits

Job summary

Hotel Indigo & K West Shepherd’s Bush invites a Spa Reception Manager to lead the day-to-day operations of our new Spa & Wellbeing sanctuary. You will guide a team, nurture membership growth, and ensure every guest journey reflects luxury service from arrival to departure.

You\'ll drive member engagement, manage reservations and CRM, organise events, recruit and train staff, and push revenue through memberships and wellness experiences while upholding our standards of care and wellbeing.

Qualifications

• Previous experience in a Spa Reception Manager, Membership Manager, or Health Club Manager role.
• Proven ability to drive membership sales, retention and guest loyalty.
• Strong commercial awareness with ability to achieve revenue targets.
• Exceptional interpersonal, communication and organisational skills.
• Experience leading, developing and motivating guest-facing teams.
• VIP guest handling and service recovery experience.
• Experience using spa booking, membership or CRM systems.
• Genuine passion for luxury service, wellbeing and guest experiences.

Responsibilities

• Lead the guest journey: oversee Spa Reception operations and ensure a warm, personalised experience.
• Build a thriving membership community through engagement and relationship-building.
• Manage reservations, memberships, retail, guest communications and CRM records.
• Create memorable experiences by organising member events and wellness workshops.
• Recruit, train and develop Spa Receptionists to uphold luxury standards.
• Drive revenue growth across memberships, retail and wellness experiences.
• Champion wellbeing and ensure interactions reflect brand values.
• Maintain operational excellence in reception, reconciliations, cash handling and reporting.

Skills

Relationship-building

Commercial acumen

Guest service

Team leadership

Tools

CRM systems

Job description

Hotel Indigo & K West Shepherd’s Bush invites a Spa Reception Manager to lead the day-to-day operations of our new Spa & Wellbeing sanctuary. You will guide a team, nurture membership growth, and ensure every guest journey reflects luxury service from arrival to departure.

You\'ll drive member engagement, manage reservations and CRM, organise events, recruit and train staff, and push revenue through memberships and wellness experiences while upholding our standards of care and wellbeing.