Reception Manager

Curate exceptional arrivals. Build lasting relationships. Elevate every experience.

At Hotel Indigo & K West Shepherd’s Bush, our Spa & Wellbeing sanctuary is getting ready to open its doors and designed to offer more than treatments, it provides 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 delivers exceptional service while building a thriving community of loyal members and wellness enthusiasts.

This is a unique opportunity for a hospitality professional who combines luxury guest service with commercial acumen, relationship-building expertise, and a genuine passion for wellbeing.

Inspired by the individuality and creativity of Shepherd s Bush, Hotel Indigo brings the neighbourhood s character to life through thoughtful design, authentic experiences, and personalised service.

Within this vibrant setting, our Spa & Wellbeing offering creates a refined retreat where guests and members can escape, 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 memorable as it is seamless.

Here s what you can look forward to as our Spa Reception Manager:

Annual Salary: £38,000

• Commission structure
• Pension with company contributions
• 50% discount in all our restaurants and Spa treatments across our properties
• Team member and Friends & Family rates across our properties
• IHG Employee 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 training opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success

• Lead the guest journey: Oversee the day-to-day operation of Spa Reception, ensuring every guest and member receives a warm, personalised, and seamless experience from arrival to departure. Operational leadership in the absence of the Director of Spa & Wellbeing.
• Build a thriving membership community: Drive membership acquisition, retention, and engagement through exceptional service and relationship building
• Own the details: Manage reservations, memberships, retail transactions, guest communications, and CRM records with accuracy and efficiency.
• Create memorable experiences: Organise member events, wellness workshops, VIP visits, and exclusive experiences that strengthen loyalty and bring the wellbeing community together.
• Inspire your team: Recruit, train, and develop Spa Receptionists, creating a culture of luxury hospitality, accountability, and continuous improvement.
• Drive commercial performance: Lead revenue growth across memberships, retail, wellness experiences, and upgrades while monitoring key performance indicators and identifying opportunities to enhance results.
• Champion wellbeing: Become an ambassador for the Spa & Wellbeing philosophy, ensuring every interaction reflects the standards, values, and experience we aspire to deliver.
• Maintain operational excellence: Oversee reception standards, daily reconciliations, cash handling, reporting, and compliance while ensuring all guest-facing areas remain immaculate. Assist with scheduling team rotas, managing timesheets, and overseeing booking systems.

You re a natural relationship-builder with a passion for luxury hospitality and wellness. You ll thrive in this Spa Reception Manager role if you bring:

• P…