Spa Reception Manager

Oetker Hotel Management Company GmbH; City of Westminster; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Season ticket loan

Enhanced Pension Scheme

Life Insurance

Complimentary meals on duty

Cycle to Work scheme

Discounted chiropodist and massage

Job summary

The Lanesborough is seeking a Reception Manager to support the General Manager with The Lanesborough Club & Spa operations, overseeing reception duties and maintaining the highest luxury service standards for guests and members.

The Head Receptionist will lead the Spa Reception and Fitness teams, manage scheduling, training, and membership administration, and work with the Operations and Finance teams to ensure a seamless client journey and accurate reporting.

Qualifications

• Experience in a similar role within a luxury Club & Spa.
• Excellent command of the English language and a second language would be preferred
• Experience in supervising a team
• Show drive for Excellent Customer Service leading by example
• Passionate about fitness and wellbeing
• Please note this role requires an element of manual handling

Responsibilities

• Lead the day-to-day operation of the Spa Reception and Fitness areas, ensuring exceptional guest and member experiences in line with The Lanesborough's luxury service standards.
• Manage, coach and develop the team, maintaining high performance, engagement and service excellence.
• Oversee scheduling and workforce planning, including the management of Spa and Personal Training booking diaries, maximising operational efficiency and revenue opportunities.
• Utilise and oversee operational systems effectively, providing training and support to team members and ensuring accurate administration and reporting.
• Maintain effective membership administration, departmental procedures and resources to support seamless operations.
• Work closely with the Operations Manager to deliver a seamless client journey and exceptional service experience.
• Partner with the Finance Department to investigate and resolve revenue discrepancies, ensuring financial accuracy and compliance.
• Promote hotel facilities and services while fostering strong cross-functional collaboration to enhance guest satisfaction and commercial performance.

Skills

Luxury Club & Spa experience

English language proficiency

Team supervision

Customer service excellence

Fitness and wellbeing passion

Manual handling awareness

Job description

We have an exceptional opportunity to join our Club & Spa Team at The Lanesborough.

Awarded No. 1 Hotel in London in the Travel + Leisure World's Best Awards, on the doorstep of Hyde Park, just a short walk from Harrods, Harvey Nichols and London's most exclusive shopping district; Sloane Street and Knightsbridge, this grand luxury mansion has undergone an inspired renovation by the famed interior designer Alberto Pinto. The hotel is home to 93 luxurious suites and bedrooms, modern British dining at The Lanesborough Grill, the vibrant Library Bar and Garden Room and the magnificent Lanesborough Club & Spa.

Oetker Collection

Masterpiece Hotels

Oetker Collection hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.

Candidate Profile

The role of the Reception Manager is to assist the General Manager with the operation of The Lanesborough Club & Spa facilities and in particular oversee the reception duties whilst maintaining maximum sales and excellence in service standards. The Head Receptionist shall show a thorough understanding of the product, including knowledge of Membership, while providing support to the Spa Manager.

Responsibilities and Duties

• Lead the day-to-day operation of the Spa Reception and Fitness areas, ensuring exceptional guest and member experiences in line with The Lanesborough's luxury service standards.
• Manage, coach and develop the team, maintaining high performance, engagement and service excellence.
• Oversee scheduling and workforce planning, including the management of Spa and Personal Training booking diaries, maximising operational efficiency and revenue opportunities.
• Utilise and oversee operational systems effectively, providing training and support to team members and ensuring accurate administration and reporting.
• Maintain effective membership administration, departmental procedures and resources to support seamless operations.
• Work closely with the Operations Manager to deliver a seamless client journey and exceptional service experience.
• Partner with the Finance Department to investigate and resolve revenue discrepancies, ensuring financial accuracy and compliance.
• Promote hotel facilities and services while fostering strong cross-functional collaboration to enhance guest satisfaction and commercial performance.

Key Requirements

• Experience in a similar role within a luxury Club & Spa
• Excellent command of the English language and a second language would be preferred
• Experience in supervising a team
• Show drive for Excellent Customer Service leading by example
• Passionate about fitness and wellbeing
• Please note this role requires an element of manual handling

In return

• Additional holiday allowance
• Season ticket loan
• Enhanced Pension Scheme
• Life Insurance
• Complimentary dry cleaning
• Safety shoes
• Retail discounts around Victoria, Westminster, Whitehall and the Northbank area
• Complimentary meals on duty
• Cycle to Work scheme
• Flu vaccinations
• Discounted chiropodist and massage treatments
• Substantiality initiates
• Social and sports activities (e.g. football games, running club, yoga & pilates, etc.)
• Internal transfer and promotion opportunities
• Cross-departmental exposure
• Partnered with industry-leading training providers
• Internal learning gateway
• Free access to e-learning platform offering job-specific training and personal growth courses
• Subsidised professional qualifications and certified training programmes
• Financial incentives for bringing talents to The Lanesborough via ‘Recommend-A-Friend’ scheme
• Award programmes throughout the year with generous prizes
• Long service awards
• Preferential room rate at The Lanesborough for you and your family
• 50% discount on F&B and Club & Spa treatments
• Social events (e.g. Annual Party, Recognition Celebrations, Children's Christmas Party, Departmental Appreciation Day, pub quiz, etc.)
• Celebrating your important moments (birthdays, anniversaries, weddings, newborns, etc.)
• Retirement parties

*Terms and conditions apply to all benefits.

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.