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Leisure Reception Manager

The Lensbury

Broom Rd, Teddington, Middlesex, TW11 9NU

About us

Part of Iconic Hotels and Resorts, The Lensbury 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 and have line responsibility for all Members’ Reception and Lockside Reception team members.

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.
• 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.