Wellbeing Club Receptionist

Maybourne; Greater London; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Excellent salary package

Family friendly policies

Holiday allowance after 3–5 years

Pension scheme

Salary sacrifice

Holiday trading

Retail discount

Wellbeing benefits

Cycle to work

Staff restaurant

Job summary

The Emory, Belgravia, part of Maybourne Hotel Group, seeks a proactive receptionist to deliver exceptional guest services within the Health Club and reception areas. You will greet guests, handle bookings, and support daily operations in a luxury hotel setting.

Join a supportive team, uphold Forbes and LQA standards, and contribute to memorable guest experiences while advancing your hospitality career in a renowned London landmark.

Qualifications

• Experience in a luxury hotel environment is preferred
• Clear communication and a guest-first approach
• Ability to manage bookings and diaries efficiently
• Strong attention to detail and professional presentation

Responsibilities

• Assist members and guests by checking them into facilities or appointments
• Take spa and fitness appointments per LQA and Forbes standards without overbooking
• Manage the diary to maximise occupancy and handle agency bookings
• Handle telephone and email enquiries and provide local information and guidance
• Ensure reception areas are clean and tidy and display retail items
• Operate the till and complete end-of-day cash reconciliations
• Coordinate members’ laundry service with the Spa Attendant
• Ensure lost property is logged and handed to security
• Maintain strong personal service and knowledge of member preferences
• Understand membership inclusions and book4time/Peoplevine usage for guests
• Adhere to LQA and Forbes standards and protect client confidentiality
• Ensure reception desk is staffed at all times and manage handovers
• Support rota management and adapt shifts as needed
• Present a neat uniform and comply with health & hygiene regulations
• Report training needs to the Training Co-ordinator and motivate colleagues
• Identify opportunities to improve profitability through upselling and waste-control
• Communicate issues to Health Club Manager and escalate when needed
• Attend department training sessions and other requests from management

Skills

Guest service

Phone & email queries

Diary management

Upselling

Cash handling

Team collaboration

Tools

book4time

knowcross

Peoplevine

Job description

A distinctive opportunity to work in a modern masterpiece hotel in Belgravia awaits you

At The Emory, we strive to curate distinctive and enriching experiences for our guests and our colleagues every day. You will be part of the team to shape our future and fulfil our purpose.

The Emory

Each suite & studio at the hotel is a modern masterpiece, created by a collection of the world’s leading interior and architectural designers. From exceptional contemporary dishes curated from chef Jean-Georges Vongerichten in abc kitchens to panoramic views of London and striking decor in The Emory Rooftop Bar. Spearheaded by world-leading experts, Surrenne is a new paradigm of wellbeing with four floors of immersive health, fitness and beauty services.

Who strives here?

We believe the truest luxury is time well spent. Hence our service philosophy is as seamless as possible so our guests can enjoy the most while staying with us. You are warm and friendly, and enjoying being creative in providing extraordinary guest services. You like to think from guests’ perspective what they might need before they even ask you. And you aim for creating those magical memories for them. We anticipate you have previous work experience in a luxury hotel environment.

The Emory Experience

You will find a supportive, fun and nurturing team where you can bring your ideas and creative thinking to your role. We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career. Your team members are highly collaborative and the work environment is dynamic and stimulating.

Main duties and responsibilities

• To assist members and guests when they enter the Club by checking guests in to the facilities or their appointments, explaining about the facilities for any first time visitors
• To take any spa and fitness appointments as per our LQA and Forbes standards–and to ensure no overbooking occurs, to fill empty appointments
• To manage the diary and ensure bookings are scheduled in a way to maximise occupancy and that any agency bookings are well managed
• To deal with telephone and email enquiries regarding the Club and it’s services. To offer assistance to any guests re local information, rates, rules, treatments etc.
• To be responsible for the checking and ensuring the cleanliness and maintenance of the reception areas including retail displays
• To be responsible for the operation of the till and the end of day till readings and all associated administration work.
• Be responsible for the organisation of members’ laundry service in conjunction with the Spa Attendant.
• To ensure that any lost property is handed over to security and logged accordingly.
• To always ensure that there is a strong emphasis on personal service.
• To know all members by their preferred name and be knowledgeable regarding their preferences.
• To have a full understanding of membership inclusions.
• To be fully versed with book4time, knowcross, Peoplevine. Be able to explain how to use Peoplevine app to any guests or members who have questions regarding this.
• To have a full understanding of the LQA and Forbes standards applicable to the Club and adhere to these standards at all times.
• To ensure that client confidentially is maintained at all times.
• To ensure that the reception desk is manned at all times.
• To ensure all clients are greeted in an appropriate manner and to Surrenne standards. Ensuring that all complaints are dealt with in a reasonable, tactful and efficient way, referring complaints when necessary to the Health Club Management.
• Before going off duty, to ensure the Reception desk area is clean and that a detailed handover is sent or given to the next shift.
• To ensure the rota is correctly followed at all times ensure that any changes made are authorised by Surrenne management.
• To be flexible in shifts should changes need to be made to cover the reception desk.
• To ensure that you are neatly presented in the correct uniform at all times and adhere to all Health and Hygiene regulations. Maintain high standards of personal hygiene.
• To inform the Departmental Training Co-ordinator of any training needs within the reception team and initiate where necessary.
• To encourage and motivate all staff with whom you work.
• Generally being alert for opportunities to improve the profitability of the department i.e. through controlling wastage and being responsible for the economy of all utilities and resources.
• To assist the department in hitting the monthly budgets by up-selling treatments, retailing products and promoting memberships. It is also vital to charge for cancelled appointments and no-show guests.
• To maintain effective communication within the department and ensure that the Health Club Manager is kept well informed of any problems/queries that have arisen.
• To report any problems/complaints to Surrenne Management.
• To attend any department training sessions and/or meetings as required.
• To carry out any other reasonable request as directed by the senior Management.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication, we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies, including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.
• Salary Sacrifice.
• Holiday Trading.
• Retail Discount.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
• Cycle to Work.
• Wellbeing & Social Champions.
• Volunteering opportunities.

Recognition and Career Development

• Referral Scheme ‘Introduce a Star’ where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
• 50% Food and Beverage discount* across the Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*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.