Job Ref: TLH1296
Branch: The Lensbury
Location: The Lensbury, Teddington
Salary/Benefits: £28k per annum plus excellent benefits inc. use of leisure, EAP, discounts and more
Contract type: Permanent
Hours: Full Time
Hours per week: 40
Posted date: 03/09/2025
Closing date: 17/10/2025
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
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 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, FB, Racquets, Watersports, and Membership) to ensure a joined-up 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 on boarding of all Reception team members.
* 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, ensuring member needs and brand standards are met; management of stock levels, regular auditing and presentation of stock.
* Develop and implement Standard Operating Procedures (SOPs) for all key Reception processes.
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.
* 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
The Lensbury Club – London's Riverside Resort
The Lensbury's exclusive leisure club, hotel and conference centre sits in extensive grounds on the banks of the Thames in Teddington, south west London.
Our members can take care of their wellness by working out in the Lockside gym and studios, playing tennis or pickleball on our courts, boating on the river – launched from our specialist Watersports Centre, or relaxing in our extensive grounds. After catching up on emails in our co-working spaces, they can recharge with a coffee and light snack from our deli or something more substantial in our Club House restaurant.
Visitors to the area can enjoy an overnight stay in one of the elegant hotel bedrooms, with access to The Lensbury's facilities, enhanced by the location and beautiful surroundings.
For business, The Lensbury provides a captivating backdrop away from the hustle and bustle of central London. It's an ideal setting for a whole host of business events, from meetings and conferences to team building and company away-days.