The posting
Job description
Job Title: Membership Experience Host Contract type: Permanent Location: London on-site Team: Restaurant and Club Team Reporting to: Hospitality Operations Manager Salary: Competitive Closing date: 2 November 2026 *Please not we are unable to provide work visa sponsorships
To lead and deliver an exceptional front of house and membership experience, ensuring all members, visitors and guests receive a welcoming, informed and engaging service from arrival to departure. The role supports the effective running of Club operations by providing coordination, administrative support and cross-departmental liaison across Club, Library and Gallery teams.
What you'll bring:
Essential
- Experience in a front of house, reception, membership, hospitality or customer experience role.
- Proven ability to engage confidently with customers, members or stakeholders in a professional environment.
- Strong organisational and coordination skills with the ability to manage competing priorities.
- Experience providing administrative and operational support in a busy environment.
- Excellent communication skills with a strong customer service focus.
- Ability to work independently and take ownership of a customer-facing environment.
- Competent IT skills including Microsoft Office and administrative systems.
Desirable
- Experience in a membership organisation, cultural venue, private members’ club or similar environment.
- Experience coordinating events, exhibitions or visitor experiences.
- Experience working across multiple departments or stakeholder groups.
- First Aid or Fire Marshal qualification (or willingness to undertake training).
What you'll be doing:
Front of House & Membership Experience Leadership
- Take ownership of the front of house and reception environment, ensuring a consistently welcoming, professional and engaging experience for all members, visitors and guests.
- Act as the first point of escalation for reception and visitor queries, resolving issues or directing appropriately.
- Proactively engage with members and visitors to enhance their experience and promote a sense of belonging and connection with the organisation.
- Maintain high standards of presentation and service within all reception and public-facing areas.
- Ensure all visitor interactions reflect the organisation’s values and customer service standards.
Club Operations Support
- Provide proactive administrative and operational support to the Hospitality Operations Manager and the Club Operations Manager.
- Support with the coordination of day-to-day Club activities, ensuring effective scheduling, organisation and communication across teams.
- Support delivery of membership-related processes and operational workflows.
- Prepare documentation, briefings and materials to support Club activities and initiatives.
- Assist in the coordination and delivery of internal communications relating to Club operations.
- Undertake any other reasonable duties commensurate with the level and scope of the role.
- Manage and coordinate restaurant and dining room bookings, ensuring reservations are accurately recorded and communicated to the relevant teams.
Library, Gallery & Visitor Experience Coordination
- Act as a key liaison between reception, the Library and Gallery and Club teams to ensure a seamless visitor experience.
- Support the coordination of exhibitions, displays and visitor activity, ensuring smooth flow and communication across departments.
- Ensure visitors are welcomed, directed and supported across all public-facing areas.
- Process payments, when relevant and necessary, for merchandise purchases and paid tours, ensuring transactions are completed accurately and in accordance with Club procedures.
Events & Operational Delivery
- Support the coordination and delivery of Club events, functions and hospitality activities, ensuring smooth front of house execution.
- Take responsibility for front of house arrangements during events, including visitor flow, reception coverage and on-the-day coordination.
- Work collaboratively with operational teams to ensure all events and activities are delivered to a high standard.
Administrative & Operational Support
- Provide structured administrative support to the Hospitality Operations Manager and the Club Operations Manager, ensuring priorities are delivered efficiently.
- Maintain accurate records, visitor logs and operational documentation.
- Support membership and operational data entry, tracking and reporting where required.
- Assist with general office coordination including printing, scheduling and document preparation.
Health, Safety & Site Responsibility
- Ensure front of house and visitor areas are maintained in line with health, safety and compliance standards.
- Act as a first point of awareness for hazards or risks in public-facing areas, escalating appropriately.
- Support emergency procedures, evacuation processes and site safety protocols.
- Promote safe working practices within reception and visitor environments.
Job benefits
- 25 days annual leave, increasing up to 30 days, in addition to statutory holidays. Staff may also receive additional days for any approved business closure days over the festive period in December, Option to buy up to five days of annual leave per year.
- Employer pension contributions double the percentage of your plan earnings, up to 8%
- Life assurance equivalent to three times your basic salary (two times your basic salary for non-pension scheme members)
- Enhanced maternity, paternity and adoption pay
- Lifestyle discounts via our EAP and healthcare cashback programme
- Discounts on Royal Kennel Club products and services
- 4X Complimentary staff tickets to Crufts and Discover Dogs
- Healthcare cashback programme with a fixed contribution paid for by the Royal Kennel Club
- Free eye tests with a voucher towards the cost of your spectacles
- Financial support for professional and vocational qualifications, with five days' study leave provided
- Free access to The Royal Kennel Club Library and Art Gallery
