Member Services Supervisor

About the Role

As the operational lead for the reception function,you will oversee the day-to-day running of the reception desk, manage andsupport the reception team, maintain high service standards acrossmember-facing areas, as well as oversee the Club’s boutique 7-room hoteloperation. You will be a visible and approachable presence within the Club,ensuring members and guests consistently receive warm, efficient and personalizedservice. Embedded within the front desk team, this role works closely alongsidecolleagues while providing leadership in areas of training, service standardsand operational compliance.

Key Responsibilities

1.Reception Operations & Member Services

·       Lead and support thedaily operations of the reception desk, including member and guest check-in,inquiries, telephone and email correspondence, and access management.

·       Deliver a warm,professional and efficient member experience while handling feedback,complaints and escalations calmly and effectively.

·       Ensure the receptionarea is consistently well-presented, organised and fully operational, whilesupporting operational coverage during peak periods and rostered shifts.

·       Identify andimplement areas if improvement in the member experience across the memberjourney, including in common areas and hotel facilities.

2.Team Leadership & Performance

·       Supervise, train andsupport the reception team to ensure consistent service standards, operationalcompliance and professionalism across all shifts.

·       Coordinateonboarding, coaching, SOP management and ongoing skills development forfront-of-house staff.

·       Manage staffscheduling, attendance, presentation and daily task allocation, while servingas the first escalation point for operational or team-related matters andreporting key issues to the AGM.

3.Common Area Oversight

·       Take ownership of thedaily presentation, cleanliness, and operational readiness of all member-facingcommon areas, including reception, gym, toilets, and changing rooms.

·       Conduct regular dailyand weekly walkthroughs to identify and rectify deficiencies, recording findingsand actions taken.

·       Liaise with cleaningcontractors, facilities staff, and department heads to resolve issues promptly.

·       Monitor consumablestock levels (toiletries, towels, stationery, signage) and raise purchaserequests in a timely manner.

·       Ensure health,safety, and hygiene compliance across all supervised areas in line with clubpolicies and applicable regulations.

·       Flag and escalatecapital or structural issues to the AGM with supporting documentation.

4.Hotel Operations Oversight

·       Manage end-to-endhotel room operations for the Club's 7-room accommodation facility, includingreservations, check-in, check-out, billing, and room allocation.

·       Coordinate withhousekeeping and maintenance to ensure room readiness, cleanliness, and timelyturnaround between stays.

·       Serve as the primarycontact for hotel guests throughout their stay, ensuring a high-quality,personalised experience consistent with the Club's standards.

·       Maintain and updatethe property management system (currently Cloudbeds), manage availabilitycalendars and rate parity across OTA channels (Expedia, Agoda, andBooking.com), as well as liaise with the finance team on billing and invoicing.

·       Monitor roomcondition, flag maintenance issues, and follow up on resolution within agreedtimeframes.

·       Develop and maintainhotel SOPs, welcome materials, and guest communication templates.

·       Report on teamperformance, incidents, and operational issues to the AGM on a regular basis.

5.Kids Club Programme

·       Drive the planning, and execution of engaging children’s clubprogramming and activities for our Kid’s Club.

·       Oversee staffing requirements for children’s programs.

·       Collaborate across departments to deliver innovative, age-appropriateevents, workshops, and recreational initiatives that strengthen memberengagement and satisfaction.