Head of Reception & Reservations in London

Steeped in history and situated in the heart of Belgravia, The Pembroke stands apart as a unique club for Londoners. From the spirit of our members to the splendour of our events, we are a home for eclectic and excellent living. A place to eat, drink, dance and meet, The Pembroke opens its doors to those who wish to fill their world with the finest experiences, from cocktails to culture, billiards to business. A brand-new and exclusive members' club represents a pinnacle of sophistication and elegance. We are dedicated to offering unparalleled services and creating memorable experiences for our distinguished members.

ROLE OVERVIEW

To further elevate and enhance our operations, we are seeking an accomplished Head of Reception and Reservations to contribute and deliver on the club’s success, providing exceptional experiences for our members. The Head of Reception and Reservations is responsible for overseeing the smooth and efficient operation of the front desk, reservations and member check-in processes within the club. The role requires a highly organised, customer-focused individual with experience in luxury hospitality who can provide exceptional service while managing a small but highly efficient team. This role will ensure that all reservations, member inquiries and check-ins are handled professionally, efficiently and with the utmost discretion, contributing to the overall high-end experience the club is known for. This position plays a critical role in ensuring the club’s front-of-house operations are seamless, maintaining high levels of member satisfaction and service excellence.

RESPONSIBILITIES

• Lead and manage the reception and reservations team, ensuring smooth operations during all hours of the day, from greeting members and guests to handling queries and requests.
• Ensure the reception area is consistently presented to the highest standards, maintaining a welcoming and professional atmosphere.
• Anticipate member needs, ensuring personalised experiences for VIPs and regular members.
• Handle member complaints or special requests promptly and professionally, ensuring a positive outcome.
• Uphold the highest levels of discretion and confidentiality in all interactions with members, particularly when dealing with sensitive information.
• Handle online, phone, and in-person reservations with precision and efficiency, ensuring all member preferences and requests are documented and met.
• Coordinate with events team regarding reservations for special events, ensuring members are aware of availability and booking requirements.
• Work with the IT department to ensure any system-related issues are swiftly addressed.
• Schedule team members effectively to ensure adequate coverage during peak and off-peak hours.
• Ensure members are greeted by name and that their specific requests or preferences are noted and maintained for future bookings.

REQUIREMENTS

• At least 3-5 years of experience in a senior receptionist or reservations management role, ideally within a luxury hospitality environment or private members' club.
• Exceptional service and communication skills, with the ability to engage with high-net-worth individuals and provide an elevated, personalised experience.
• Proven experience managing and motivating a team, ensuring high standards of service and operational efficiency.
• Proficient with reservation and booking management systems, ideally with experience in high-end, bespoke systems used within private members' clubs or luxury hotels as well as office software.
• Strong attention to detail, with the ability to juggle multiple tasks, prioritise effectively and maintain a high standard of service even during busy periods.
• Strong ability to resolve issues and conflicts quickly and diplomatically, ensuring the best possible outcome for both members and the club.
• Friendly, approachable and confident, with excellent interpersonal skills and a warm demeanour.
• Ability to stay composed and efficient during busy or high-pressure moments, maintaining a positive attitude and providing solutions.
• Impeccable attention to detail in all aspects of service, from managing reservations to maintaining a well-organised front desk.
• Proactive and resourceful with the ability to anticipate members' needs and take initiative to improve the overall member experience.

WHAT WE OFFER

• Best-in-class salary
• Family meal on shift
• Industry-leading Learning & Development opportunities
• Pension scheme – including employer contributions.
• Annual staff award ceremony and party
• More benefits to be set up as we open