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.