At a Glance
- Tasks: Lead the Reception team to deliver exceptional service and support member experiences.
- Company: Join The Lensbury, a premium leisure club on the scenic River Thames.
- Benefits: Enjoy discounts, free meals, and access to leisure facilities.
- Other info: Flexible shifts with great career development opportunities.
- Why this job: Be the face of our club and make a real impact on member satisfaction.
- Qualifications: Experience in hospitality management and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
About us
Part of Iconic Hotels and Resorts, The Lensbury is located on the banks of the River Thames at Teddington and is home to an exclusive leisure club, a 155‑bedroom hotel, meeting and events space, restaurant and bar, spa and 25 acres of gardens and grounds.
The Role
The Reception Manager will report directly to the Leisure Operations Manager and have line responsibility for all Members’ Reception and Lockside Reception team members. As the face of the Club, you will ensure all members and visitors receive a warm, professional welcome and enjoy seamless service throughout their visit. You will support the Leisure Operations Manager in day‑to‑day operations and play a key role in training and developing the Reception team to uphold our high service standards.
Key Responsibilities
- Supervise and support the Reception team to deliver an exceptional, efficient, and friendly service at all times.
- Act as the first point of contact for member and guest queries, resolving issues promptly and diplomatically.
- 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 and the Reception team are empowered with the correct information to maximise member experience.
- Monitor and manage member feedback to ensure all feedback is responded to by appropriate manager, provide monthly KPI reporting along with qualitative data to provide valuable insight in driving service, standards and member offering.
- Ensure payment handling, till reconciliation, and reporting procedures are correctly followed.
- Lead the training and onboarding of all Reception staff, ensuring consistent delivery of service standards across the team.
- Ensure the Reception area is always impeccably presented and operates in line with The Lensbury’s brand standards.
- Oversee shift planning, team rotas, and breaks to maintain optimum staffing levels.
- Train, coach, and mentor team members to deliver consistently excellent customer service.
- Drive the leisure retail offering across Front Office and Lockside, ensuring we meet member needs and brand standards; through the management of stock levels, regular auditing and stock is well‑presented.
What are we looking for?
Essential:
- 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.
Desirable:
- First Aid at Work certificate.
- A personal interest in health, fitness, or wellness.
Benefits
- Team member discounts at The Lensbury and across the L+R portfolio.
- Use of some leisure facilities, including gym & swimming pool.
- EAP with 24/7 helpline for you and your family.
- Benefits portal with Hospitality Rewards, offering discounts across many major brands.
- Staff Awards and Social events throughout the year.
- Free meals whilst on duty.
- Cycle to work scheme.
- Free parking.
- Refer a Friend programme.
- Paid annual leave of 28 days, including public holidays.
Members Reception Manager in Teddington employer: Iconic Hotels & Resorts
The Lensbury, part of Iconic Hotels and Resorts, is an exceptional employer located on the picturesque banks of the River Thames in Teddington. With a strong focus on employee development, we offer comprehensive training opportunities, a supportive work culture, and a range of benefits including team member discounts, free meals, and a cycle to work scheme. Join us to be part of a dedicated team that values outstanding customer service and creates memorable experiences for our members and guests.
StudySmarter Expert Advice🤫
We think this is how you could land Members Reception Manager in Teddington
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Iconic Hotels & Resorts. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Iconic Hotels & Resorts
Don't be shy about reaching out to Iconic Hotels & Resorts directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Members Reception Manager in Teddington
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Iconic Hotels & Resorts and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Iconic Hotels & Resorts
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
