Premium Members Reception Supervisor | Training & Benefits

The Lensbury Resort; Teddington; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Team member discounts at The Lensbury

Free meals whilst on duty

Cycle to work scheme

Free parking

EAP with 24/7 helpline

Staff Awards and Social events

Job summary

The Lensbury is looking for a Members Reception Supervisor to lead the front desk team, ensuring a warm, professional welcome for all members and visitors. You will support the Leisure Operations Manager, drive staff development, and oversee handling of member feedback and disputes to uphold high service standards.

You will liaise with departments across the Club, manage bookings and till procedures, and help plan rosters to maintain excellent service during busy periods and events.

Qualifications

• Previous experience supervising or managing a front-of-house or Reception team in a premium leisure or private members club.
• A passion for customer service and delivering a high standard of hospitality.
• Confident leadership and team development skills with a professional presence.
• Excellent interpersonal and communication abilities.
• Strong attention to detail and organisational skills with a keen eye for detail.
• Good IT literacy and experience with reception or membership systems.
• Flexible availability to work weekends and varied shifts to support Club events.

Responsibilities

• Supervise and support the Reception team to deliver exceptional service at all times.
• Maintain accurate records of member interactions, bookings, and system entries.
• Coordinate with Fitness, Spa, Hotel, F&B, Racquets, Watersports, and Membership for a joined-up experience.
• Oversee payment handling, till reconciliation, and reporting procedures.
• Manage shift planning, rotas and breaks to ensure optimal staffing.
• Train, coach and mentor team members to uphold service standards.
• Own member feedback, complaints, disputes, and member-related issues with professional handling.
• Support initiatives to improve member satisfaction based on feedback and operational insights.

Skills

Front-of-house supervision

Customer service

Leadership

IT literacy

Reception systems

Staff scheduling

Tools

Reception software

Job description

The Lensbury is looking for a Members Reception Supervisor to lead the front desk team, ensuring a warm, professional welcome for all members and visitors. You will support the Leisure Operations Manager, drive staff development, and oversee handling of member feedback and disputes to uphold high service standards.

You will liaise with departments across the Club, manage bookings and till procedures, and help plan rosters to maintain excellent service during busy periods and events.