Premier Member Experience Manager

Iconic Hotels & Resorts; Teddington; On-site; GBP 34,000 - 54,000; Full time

Benefits offered by this job

Team member discounts

Leisure facilities access

EAP 24/7

Benefits portal

Staff awards

Free meals on duty

Cycle to work

Free parking

Refer a Friend

Paid annual leave

Job summary

Iconic Hotels & Resorts’ Lensbury club seeks a Members Experience Manager to lead the Reception team, deliver exceptional member service, and drive continuous improvements across departments. You’ll train staff, manage records, handle payments, and resolve member issues with professionalism.

You will collaborate across Fitness, Spa, Hotel, F&B, Racquets, Watersports, and Membership to ensure a seamless guest experience and maintain high service standards within a premium leisure club.

Qualifications

• Outstanding interpersonal and communication skills.
• Strong IT literacy and experience with reception or membership systems.
• Confident leadership and team development skills.

Responsibilities

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

Skills

Interpersonal skills

Communication skills

Leadership

Customer service

Attention to detail

Organisation

Flexibility

Team management

Staff training

Education

First Aid at Work certificate

Interest in health/fitness

Job description

Iconic Hotels & Resorts’ Lensbury club seeks a Members Experience Manager to lead the Reception team, deliver exceptional member service, and drive continuous improvements across departments. You’ll train staff, manage records, handle payments, and resolve member issues with professionalism.

You will collaborate across Fitness, Spa, Hotel, F&B, Racquets, Watersports, and Membership to ensure a seamless guest experience and maintain high service standards within a premium leisure club.