Reception Manager - Mark's Club
We are seeking an experienced and polished Reception Manager to join the team at Mark’s Club, part of The Birley Clubs.
Mark’s Club is a distinguished private members’ dining club set within a serene Mayfair townhouse. Renowned for its exceptional service and refined atmosphere, the Club offers an outstanding selection of cocktails, fine wines, and premium cigars.
We are seeking an experienced and polished Reception Manager to be the first point of contact for our members and guests. This role is central to the Club’s operations, requiring a confident, discreet, and personable individual who embodies the highest standards of hospitality. The successful candidate will lead the reception team, oversee reservations and member enquiries, and ensure a seamless, welcoming experience at all times.
Purpose of the Job:
The Reception Manager is the first guardian of the Mark’s Club experience. Entrusted with creating an atmosphere of warmth, discretion, and effortless sophistication, this role ensures that every arrival, departure, and member interaction reflects the Club’s heritage of excellence.
You will oversee the seamless daily operation of the reception and door teams, uphold the highest standards of member recognition, and act as a vital conduit of communication throughout the building. Your leadership will shape first impressions, strengthen long-term relationships, and safeguard the Club’s commitment to unparalleled service.
Key Responsibilities
- Oversee the full reception operation to ensure an impeccable, polished welcome for members and guests at all times.
- Maintain a calm, efficiently coordinated front-of-house environment during peak periods and high-profile events.
- Act as a central point of communication between departments to support seamless service delivery
- Support the Club Managers and Club Director with operational initiatives, ad-hoc tasks, and the execution of service-enhancing procedures.
Member Experience & Relationship Management
- Deliver exceptional member recognition, ensuring each arrival feels personal and valued
- Anticipate member needs, address concerns with discretion, and resolve issues appropriately
- Liaise with the Membership Team to ensure member preferences and histories are accurately recorded and utilised
Team Leadership
- Lead, mentor, and develop the reception and door teams, fostering a culture of refinement and proactive service
- Conduct daily briefings to ensure the team is informed and impeccably prepared.
- Set and monitor performance standards, providing coaching to support professional development
Guest & Reservation Management
- Oversee guest flow to ensure seamless arrivals and transitions throughout the Club
- Ensure the reservations diary is meticulously managed to maximise capacity while maintaining exclusivity
- Maintain accurate records in Salesforce to support personalised member service
Administrative & Operational Support
- Oversee rota planning and scheduling to ensure consistent coverage at all times
- Contribute effectively to weekly Head of Department meetings and internal communication
- Ensure full compliance with health and safety standards and Club policies
The ideal candidate will embody:
- A polished and poised presence, naturally suited to a luxury, member-focused environment.
- Exceptional communication skills and a talent for making members feel personally known and valued.
- Strong leadership qualities with the ability to inspire a high-performing, service-driven team.
- A meticulous eye for detail and an instinctive organisational awareness
- The discretion, judgement, and emotional intelligence essential for working within a private members' club.
This job description is not exhaustive and, due to the operational requirements of the business, Club, and membership, the post holder may be required from time to time to undertake additional duties as reasonably requested by Management.