Reception Manager
Location: Laser Me Out, 146 Marylebone Road NW1 5PH London
Employment Type: Full Time (41.5 hours, including 1 day on the weekend)
Salary: £45,000 – £55,000 (depending on experience)
About Us
Laser Me Out is London’s specialist laser hair removal clinic, based in the heart of Marylebone. We’ve built our reputation on delivering exceptional results through medical grade technology, personalised client care, and a team that genuinely cares about what they do.
We’re growing fast and we’re looking for a Reception Manager to join our management team and report directly to the Directors. This is not a desk bound admin role. It’s a hands on leadership position where you’ll drive revenue, lead a team, manage client relationships, and play a central role in how our clinic runs every single day.
The Role
As Reception Manager, you’ll be the backbone of the clinic’s front of house operation. You set the standard for every client interaction from the moment they walk through the door to the moment they leave. You’ll manage a team of 4+, own the client journey end to end, and be directly accountable for sales performance, complaint resolution, and operational excellence. This role suits someone who is equal parts leader, salesperson, and problem solver. Someone who takes pride in their appearance, reads body language, and instinctively knows how to make a client feel valued.
Sales & Revenue
• Drive clinic revenue by confidently recommending treatments, upselling packages and courses, and converting enquiries into bookings.
• Set, track, and deliver against team sales targets. You’ll be measured on booking conversion rates, average transaction value, and revenue growth.
• Lead by example at front of house. Handle pricing discussions and close sales with professionalism and confidence.
• Proactively follow up with lapsed clients to gather feedback, re engage them, and encourage return visits.
• Implement and promote in clinic offers, seasonal campaigns, and loyalty programmes to maximise client lifetime value.
Team Leadership & People Management
• Lead, coach, and motivate a front of house team of 4+, setting clear expectations and holding the team accountable to company standards.
• Manage day to day staffing including rotas, shift cover, holiday approvals, and ensuring seamless reception coverage at all times.
• Conduct regular 1 to 1s, performance reviews, and provide constructive feedback to develop your team’s skills and confidence.
• Recruit and onboard new reception staff, ensuring they are trained to the clinic’s standards before operating independently.
• Foster a positive, high energy team culture aligned with the clinic’s values and service standards.
Complaint Handling & Client Resolution
• Act as the first point of escalation for all client complaints, handling sensitive issues with empathy, discretion, and a solutions focused mindset.
• Investigate complaints thoroughly, document outcomes, and implement process improvements to prevent recurrence.
• De escalate difficult situations calmly and professionally, protecting both the client relationship and the clinic’s reputation.
• Monitor and respond to online reviews, ensuring client feedback is acknowledged and actioned promptly.
• Maintain a complaints log on Trello and report recurring themes to the Directors with recommended actions.
Client Experience & Front of House Standards
• Deliver a warm, polished, and professional client experience. You set the tone from the moment a client arrives.
• Oversee all incoming calls, emails, DMs, leads, and walk in enquiries, ensuring prompt and knowledgeable responses.
• Manage appointment scheduling via Phorest to maximise room utilisation and minimise downtime.
• Maintain accurate and up to date client records, consent forms, and treatment notes within Phorest.
• Ensure the reception area and waiting room are immaculate, welcoming, and consistent with the clinic’s brand image.
• Collaborate closely with therapists and clinical staff to ensure a seamless end to end client journey.
Operations & Administration
• Ensure SOPs are followed for the reception department to ensure consistency across all client touchpoints.
• Manage petty cash, end of day reconciliation, and ensure accurate financial record keeping at the front desk.
• Support marketing activity by coordinating in clinic promotions, social media check ins, and client referral tracking.
• Liaise with suppliers and contractors as needed to maintain the reception environment.
• Prepare weekly and monthly reports on sales performance, client retention, and complaint trends for the Directors.
What You’ll Bring
Essential
• Minimum 3-5 years’ experience in a client facing management role, ideally within a beauty clinic, aesthetics clinic, or premium retail/hospitality environment.
• Proven sales track record with a demonstrated ability to meet and exceed revenue targets.
• Experience managing a team of 4 or more, including rostering, performance management, and recruitment.
• Confident handling client complaints and escalations. You stay calm under pressure and always find a resolution.
• Strong working knowledge of Phorest (or equivalent salon/clinic management software). Phorest experience is strongly preferred.
• Knowledge of laser hair removal treatments (preferably Soprano Titanium), skin types, contraindications, and aftercare. Willingness to learn quickly and thoroughly if not already experienced.
• Excellent verbal and written communication skills. Articulate, persuasive, and professional at all times.
• Highly organised and detail oriented, with the ability to manage multiple priorities without dropping the ball.
• Proficient in Microsoft Office (Outlook, Excel, Word) and comfortable with CRM and booking systems.
• Well groomed, professional appearance with strong awareness of body language and non verbal communication.
• Naturally warm, personable, and composed. Someone who builds trust quickly and puts clients at ease.
Desirable
• Experience specifically within a laser or aesthetics clinic environment.
• NVQ Level 3 or above in Beauty Therapy (not required but valued).
• First Aid certification or willingness to obtain one.
• Experience with social media engagement and supporting marketing campaigns.
What We Offer
• £45,000 – £55,000 base salary with performance based bonuses and incentives
• Staff discounts on all treatments
• Ongoing training and CPD opportunities
• Pension contributions (auto enrolment)
• 28 days holiday inclusive of bank holidays
• Career progression within a growing company
• A supportive, energetic team environment
How to Apply
Send your CV and a brief cover letter to with the subject line “Reception Manager Application – [Your Name]”.
We’re reviewing applications on a rolling basis, so early applications are encouraged.