Job Ref: TLH1363

Branch: The Lensbury

Location: The Lensbury, Teddington

Salary/Benefits: £29k 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: 04/02/2026

Closing date: 20/03/2026

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, FB, 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 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.

The Lensbury

Latest Jobs

Leisure Club Reception Manager