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 on boarding 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 LR 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