Spa Reception Manager

Hotel Indigo London K West Shepherd'S Bush; Greater London; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Commission structure

Pension with company contributions

50% discount in all our restaurants

IHG Employee rate across 6000 hotels

Free meals on duty

Healthcare options

Interest-free season ticket loan

Career development programmes

Bike to work scheme

Recommend a Friend incentive

Job summary

Hotel Indigo London K West Shepherd's Bush is opening a Spa & Wellbeing sanctuary and seeks a Spa Reception Manager to lead a team delivering exceptional service and building a loyal community of members and wellness enthusiasts.

You will drive membership sales, manage reservations and CRM, and create memorable experiences while upholding the standards of luxury hospitality and wellbeing across our properties.

Qualifications

• 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.

Responsibilities

• Lead the guest journey: oversee the day-to-day operation of Spa Reception, ensuring warm, personalised, and seamless experiences from arrival to departure.
• Build a thriving membership community: drive membership acquisition, retention, and engagement through exceptional service.
• Own the details: manage reservations, memberships, retail transactions, guest communications, and CRM records.
• Create memorable experiences: organise member events, wellness workshops, VIP visits, and exclusive experiences.
• Inspire your team: recruit, train, and develop Spa Receptionists, creating a culture of luxury hospitality.
• Drive commercial performance: lead revenue growth across memberships, retail, wellness experiences, and upgrades.

Skills

Relationship-building

Commercial acumen

Leadership

Guest service

Wellbeing knowledge

VIP guest handling

CRM systems

Tools

Spa booking system

Membership CRM

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 our Spa Reception Manager,
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 Spa Reception Manager:

• 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 Spa Reception 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 Spa Reception 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.

Spa Reception Manager • London, United Kingdom