Job Description

About Cloud Twelve

Cloud Twelve is a one-of-a-kind, high-profile wellness and lifestyle club located in the heart of Notting Hill. Spanning three beautifully designed floors, the club features an interactive play and learn zone for families (The Kids Club), an indulgent spa, luxury salon, nutrition-focused brasserie, and a holistic wellness clinic.

Alongside a stunning working environment and a supportive culture, we offer a range of thoughtful benefits -- from wellness perks to a day off on your birthday -- as well as a competitive salary that reflects your skills and experience.

If you have experience as a receptionist or senior receptionist in a high-end membership club, wellness, beauty, or hospitality setting, we would love to hear from you.

Main Purpose of the Role

To provide an exceptional guest experience while ensuring smooth and efficient front-of-house operations. This is a hands-on role requiring a concierge-style service approach, with a focus on five-star hospitality, seamless coordination, and contribution to both client satisfaction and business performance.

Key Responsibilities

Oversee and maintain efficient use of the booking system, ensuring accuracy and attention to detail Manage timely communication across all guest channels (phone, email, in-person) Reconcile client bookings made via external platforms Handle all payments and perform daily reconciliation Ensure the treatment schedule runs smoothly, optimising all available appointment slots Support a range of administrative tasks to ensure smooth front desk operation Mentor and support junior front-of-house staff Ensure consistent adherence to standard operating procedures (SOPs) Convert inbound enquiries into confirmed bookings and upsell services where appropriate Drive retail and package sales, and promote member referrals Consistently deliver a warm, memorable experience for all members and guests For senior roles- support with membership admin tasks (using excel spreadsheets).

About You - Personal Profile

Minimum of three years' front-of-house experience in a spa, beauty, wellness, members' club or aesthetics setting Proven background working in a luxury or high-end environment Strong interpersonal skills and a natural ability to deliver five-star service Excellent experience using Word, Excel and CRM systems like Phorest - Excel is must for senior roles Able to multitask, remain calm under pressure, and meet deadlines A team player who thrives in a fast-paced environment and is excited to grow with the business Ability to work weekends as well

Package & Benefits

Competitive salary (based on skills and experience) Wellness benefits, including complimentary massages Generous staff discounts Ongoing professional development opportunities An extra day off to celebrate your birthday Exceptional working environment with state-of-the-art facilities and a dedicated staff room
Please note: Offers of employment are subject to reference checks, proof of right to work in the UK, and verification of relevant qualifications. Due to the volume of applications, only shortlisted candidates will be contacted.

Thank you for your interest in Cloud Twelve.

Job Type: Full-time

Pay: 26,000.00-30,000.00 per year

Additional pay:

Commission pay
Benefits:

Company pension Employee discount Store discount
Schedule:

10 hour shift 8 hour shift Day shift Weekend availability
Application question(s):

What is your current and expected salary?
Experience:

high end/ luxury: 2 years (preferred) sales: 2 years (preferred) Administrative: 3 years (required) front of house: 3 years (required) Microsoft Excel: 3 years (required) appointment booking using CRM: 2 years (required) Mac OS: 1 year (required)
Work Location: In person