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For Companies At a Glance
- Tasks: Lead the Reception team to deliver exceptional service and create a welcoming atmosphere.
- Company: Join The Lensbury Resort, a premier leisure destination on the River Thames.
- Benefits: Enjoy discounts, free meals, and access to leisure facilities while working with us.
- Why this job: Be the face of our club and make a real impact on member experiences.
- Qualifications: Experience in managing a front-of-house team and a passion for customer service.
- Other info: Flexible shifts, career development opportunities, and a vibrant team culture await you.
The predicted salary is between 36000 - 60000 £ per year.
About us
Part of London + Regional Hotels, The Lensbury Resort 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 (Club General Manager in their absence) and have line responsibility for all Members’ Reception and Lockside Reception team members. We are looking for an experienced and personable Reception Manager to lead the Front of House team at The Lensbury Club. 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.
- Uphold health & safety, GDPR and operational policies at all times.
- 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.
- Develop and implement Standard Operating Procedures (SOPs) for all key Reception processes to ensure clarity, consistent member experience and operational excellence.
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: The Lensbury
Contact Detail:
The Lensbury Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Members Reception Manager in Teddington
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, especially those who might know someone at The Lensbury. A friendly chat can sometimes lead to insider info or even a referral.
✨Tip Number 2
Show up in person! If you’re nearby, pop into The Lensbury and introduce yourself. A warm smile and a genuine interest can make a lasting impression on the team.
✨Tip Number 3
Prepare for the interview by knowing the ins and outs of The Lensbury. Familiarise yourself with their services and values so you can demonstrate how you’ll fit right in and elevate the member experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Members Reception Manager in Teddington
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your passion for customer service and how you connect with people.
Tailor Your Experience: Make sure to highlight your relevant experience in managing front-of-house teams. We’re looking for someone who can lead with confidence, so give us examples of how you've done this in the past!
Be Detail-Oriented: Pay attention to the details in your application. We love a well-organised submission, so double-check for any typos or errors. This shows us that you have the high attention to detail we value at The Lensbury.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at The Lensbury
✨Know the Club Inside Out
Before your interview, take some time to research The Lensbury Resort. Familiarise yourself with its facilities, services, and values. This will not only show your genuine interest in the role but also help you answer questions more effectively.
✨Showcase Your Leadership Skills
As a Reception Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on training, development, and maintaining high service standards. Be ready to discuss specific challenges you've faced and how you overcame them.
✨Demonstrate Your Customer Service Passion
This role is all about providing exceptional service. Think of instances where you've gone above and beyond for customers. Share these stories during your interview to highlight your commitment to creating a welcoming environment for members and guests.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, such as a member complaint or a busy shift. Practise your responses to these scenarios, ensuring you convey your problem-solving skills and ability to maintain professionalism under pressure.
