Lexi Iles-McCarthy

I began my career at Village Hotels as a Leisure Assistant, responsible for maintaining clean, safe, and well-presented facilities, while ensuring members felt welcome and supported. This role introduced me to the leisure industry and helped build the foundations of my customer service skills.

I then progressed to Leisure Receptionist, becoming the first point of contact for members and guests. I managed daily inquiries, bookings, and customer interactions—handling both positive feedback and concerns—while maintaining a friendly, professional front-of-house experience.

I later joined the sales team as a Sales Assistant, selling memberships, conducting tours, and working toward key performance targets. This strengthened my sales confidence, objection handling, and ability to build rapport with potential members.

After eight months, I moved into the Operations Leader (Team Leader) role, taking responsibility for the overall running of the club. I oversaw safety, cleanliness, and daily operations, managed the plant room, and completed regular pool and spa tests to ensure compliance and water quality. I also developed my leadership skills by coaching staff and supporting the daily operational flow of the leisure department.

In August 2025, I returned to the sales team to provide cover, and later progressed to Senior Sales Advisor. I now use my operational and customer service experience to deliver high-quality tours, manage leads, meet KPIs, and support membership growth.

Alongside this, I have contributed one day per week to the Village Hotels maintenance team, gaining hands-on experience in basic repairs, painting, and general upkeep. This has enhanced my understanding of the technical and behind-the-scenes work required to maintain a safe, functional facility.