Member Concierge Manager

1 week ago

London, Greater London, United Kingdom Third Space Full time £150,000 - £250,000 per year

Third Space are now looking for a Concierge Manager to join our Richmond club. This role will play an integral part in ensuring the highest level of member satisfaction and exceptional customer service.

As Concierge Manager of a Third Space club, you and the team you lead, are the first and last person our members see every time they visit, therefore playing a key role in bringing our Vision and Mission to life. You ensure the smooth and efficient operation and co-ordination of the Concierge Department by providing a highly personalised service, ensuring maximum guest satisfaction and member experience. Reporting directly into the Operations Manager you will support with leading, training and providing support to the Front on House team. You and your team will be paramount in ensuring our members are listened to and communicated with.

Key responsibilities for this role will include but not be limited to:

  • Be responsible for the recruitment, onboarding, induction and ongoing development of every Front of House team member
  • Drive member interactions from your team, ensuring each member receives a personalised service, building their trust with each interaction and forming long lasting professional relationships
  • Serve as a role model to demonstrate appropriate behaviours; understanding the impact the Front of House department has on NPS
  • Help members with every request in a clear and timely manner, giving accurate information about the club's updates, procedures and policies, always striving for member satisfaction
  • Carry out all required Duty Manager tasks to the required standard, ensuring their team do the same

About You

  • Experience managing a team in a luxury, member-facing environment
  • Strong communication skills both verbal and written
  • Proven track record of dealing with member complaints
  • Have great attention to detail and set a high bar when it comes to member experience

Third Space is a collection of luxury health clubs in London; individual in style, bound by a common philosophy: to provide outstanding fitness spaces that members feel are their own. Our people are the creators that bring the space to life. We're a team of motivators, inventors, and coaches; always striving to grow and evolve. It's not just a job, it's a lifestyle. We inspire our members to fulfil their lives and they rely on us…and we wouldn't have it any other way. This is our space.

We are an equal opportunities employer and welcome applications from all qualified individuals. We do not discriminate on the basis of any protected characteristic. If you require any reasonable adjustments or special assistance during the recruitment process, please let us know.

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