Curate exceptional arrivals. Build lastingrelationships. Elevate every experience.
At Hotel Indigo & K West Shepherd’s Bush, ourSpa & Wellbeing sanctuary is getting ready to open its doors and designed to offer more than treatments, itprovides a place of restoration, connection, and personal wellbeing. As our Spa Reception Manager,you will be the face of that experience, leading a team that deliversexceptional service while building a thriving community of loyal members andwellness enthusiasts.
This is a unique opportunity for a hospitalityprofessional who combines luxury guest service with commercial acumen,relationship-building expertise, and a genuine passion for wellbeing.
What’s Our Story?
Inspired by the individuality and creativity ofShepherd’s Bush, Hotel Indigo brings the neighbourhood’s character to lifethrough thoughtful design, authentic experiences, and personalised service.
Within this vibrant setting, our Spa &Wellbeing offering creates a refined retreat where guests and members canescape, recharge, and invest in their wellbeing. As Spa Reception &Membership Manager, you’ll play a pivotal role in shaping first impressions,nurturing lasting relationships, and ensuring every guest journey is as memorableas it is seamless.
Here’s whatyou can look forward to as our Spa Reception Manager:
- Commissionstructure
- Pension with company contributions
- 50% discount in all our restaurants and Spatreatments across our properties
- Team member and Friends & Family rates acrossour properties
- IHGEmployee rate across 6000 hotels globally
- Complimentary stay after passing probation
- Extensive discounts on our benefits platform
- Access to a Healthcare Cash plan
- Interest-free season ticket loan
- Employee Assistance Programme – 24/7 online GP,mental health support, and wellbeing
- Career development programmes and trainingopportunities
- Bike to work scheme
- Recommend a Friend incentive
- Free meals on duty
- Socialsquads and recognition schemes to make your voice heard and celebrate success
A Day in Your Neighbourhood
- Lead the guest journey: Oversee the day-to-day operation of Spa Reception,ensuring every guest and member receives a warm, personalised, and seamlessexperience from arrival to departure. Operational leadership in the absence ofthe Director of Spa & Wellbeing.
- Build a thriving membership community: Drive membership acquisition, retention, andengagement through exceptional service and relationship building,
- Own the details: Manage reservations, memberships, retail transactions, guestcommunications, and CRM records with accuracy and efficiency.
- Create memorable experiences: Organise member events, wellness workshops, VIPvisits, and exclusive experiences that strengthen loyalty and bring thewellbeing community together.
- Inspire your team: Recruit, train, and develop Spa Receptionists,creating a culture of luxury hospitality, accountability, and continuousimprovement.
- Drive commercial performance: Lead revenue growth across memberships, retail,wellness experiences, and upgrades while monitoring key performance indicatorsand identifying opportunities to enhance results.
- Champion wellbeing: Become an ambassador for the Spa & Wellbeingphilosophy, ensuring every interaction reflects the standards, values, andexperience we aspire to deliver.
- Maintain operational excellence: Oversee reception standards, dailyreconciliations, cash handling, reporting, and compliance while ensuring allguest-facing areas remain immaculate. Assist with scheduling team rotas,managing timesheets, and overseeing booking systems.
What’s Your Story?
You’re a natural relationship-builder with apassion for luxury hospitality and wellness. You’ll thrive in this SpaReception Manager role if you bring:
- Previous experience in a Spa ReceptionManager, Membership Manager, or Health Club Manager role
- Proven experience driving membership sales,retention, and guest loyalty programmes
- Strong commercial awareness with the abilityto achieve revenue and membership targets
- Exceptional interpersonal, communication, andorganisational skills
- Experience leading, developing, and motivatingguest-facing teams
- Confidence handling VIP guests, memberrelationships, and service recovery situations
- Experience using spa booking, membership, orCRM systems
- A genuine passion for luxury service,wellbeing, and creating meaningful guest experiences
- Fitness knowledge is an advantage
- Pre-opening experience a bonus!
As Spa Reception Manager, you’llbe far more than the person overseeing reception. You’ll be the champion offirst impressions, member relationships, and the driving force behind acommunity that sees the Spa not simply as a facility, but as an essential partof their wellbeing journey.
All applicants must have existing rights to workstatus in the UK.
Spa Reception Manager • London, United Kingdom
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