Leisure Club Attendant in Newcastle upon Tyne

A Day in the Life of a Leisure Attendant

As a Leisure Attendant, you will play an important role in ensuring our guests and members enjoy a safe, welcoming, clean and enjoyable experience within our hotel leisure facilities. Teamwork is everything. You will work closely with your colleagues to ensure every interaction is friendly, every facility is well presented, and our high standards are maintained throughout the day.

You will be engaged, proactive and visible within the operation - taking pride in your surroundings, anticipating guest needs and delivering excellent customer service. You will help create an environment where guests and members feel welcomed, valued and confident using our facilities.

Based at Crowne Plaza Newcastle - Stephenson Quarter, you will join a passionate team who believe being the best is about working smart, supporting one another and maintaining consistently high standards.

At Mineral House Spa, we pride ourselves on providing a clean, welcoming and well-maintained environment. As a Leisure Attendant, you will play a key role in ensuring our leisure facilities consistently meet the highest standards of cleanliness, safety, compliance and hospitality.

The Role

We are looking for an enthusiastic and customer-focused Leisure Attendant to join our team.

You will be responsible for the day-to-day presentation and safe operation of the leisure facilities, including the gym, swimming pool, jacuzzi and steam room. You will provide a friendly and professional service to guests and members, while ensuring all required safety, cleanliness and compliance checks are completed to the required standard.

The role also provides an opportunity to support the commercial success of the leisure club by confidently promoting memberships, upgrades, treatments, products and current offers to guests and members where appropriate.

This is a hands-on role requiring excellent customer service, attention to detail, a proactive approach and a strong commitment to health, safety and cleanliness.

Key Responsibilities

Customer Service & Guest Experience

• Provide a warm, friendly and professional welcome to all guests and members.
• Be visible and approachable within the leisure facilities, offering assistance and guidance whenever required.
• Build positive relationships with members and guests to encourage loyalty and repeat visits.
• Respond to guest and member queries promptly and professionally.
• Handle customer concerns appropriately, escalating issues to the relevant colleague or manager where required.
• Ensure guests and members understand the safe and appropriate use of the leisure facilities.
• Maintain a professional and welcoming presence throughout every shift.

Cleanliness & Presentation

• Maintain consistently high standards of cleanliness and presentation across the gym, pool, jacuzzi, steam room, changing rooms and surrounding areas.
• Carry out regular cleaning and housekeeping duties in accordance with company standards and cleaning schedules.
• Complete regular checks of facilities and report any defects, damage, maintenance requirements or hazards promptly.
• Ensure equipment and public areas are clean, tidy, safe and ready for use.
• Support the team in maintaining the overall presentation of Mineral House Spa to a high standard.

Pool Plant & Water Quality

• Carry out routine pool plant and water quality checks in accordance with operating procedures.
• Record pool water readings accurately and at the required frequency.
• Monitor plant room equipment and report any faults, irregularities or concerns promptly.
• Complete relevant pool plant operational checks and maintain accurate records.
• Follow established procedures for water treatment, filtration and pool plant operation.
• Escalate any water quality, plant or equipment concerns immediately to the appropriate person.

Pool Responder & Safety

• Act as a Pool Responder when required, maintaining a vigilant presence around the swimming pool and leisure facilities.
• Monitor pool areas and respond appropriately to incidents and emergencies.
• Follow all emergency, rescue and evacuation procedures.
• Ensure pool safety rules and facility guidelines are followed by guests and members.
• Carry out regular safety and operational checks of the leisure facilities.
• Report accidents, incidents, hazards, near misses and equipment defects in accordance with company procedures.
• Maintain all relevant qualifications and training required to undertake the Pool Responder role.

Compliance & Health & Safety

• Complete all required daily, weekly and operational compliance checks accurately and on time.
• Follow company policies, procedures, risk assessments and safe working practices at all times.
• Ensure health and safety standards are maintained across the leisure facilities.
• Report hazards, defects, maintenance issues or non-compliance immediately.
• Support regular inspections and audits of the leisure facilities.
• Ensure all required records, checklists and documentation are completed accurately.
• Maintain awareness of statutory and company requirements relevant to the leisure environment.
• Complete all mandatory training and maintain relevant qualifications and certifications.

Membership Sales & Upselling

• Promote leisure memberships, upgrades and current membership offers confidently and professionally.
• Identify opportunities to recommend relevant products, services, memberships or promotions based on guest and member needs.
• Support the team in achieving membership and commercial targets.
• Ensure guests are aware of current offers, promotions and available leisure services.
• Deliver sales conversations naturally through excellent customer service rather than using a pressured approach.
• Help maximise opportunities to generate additional revenue while maintaining a positive guest experience.

Teamwork & Communication

• Work collaboratively with the Leisure team and wider hotel departments.
• Communicate effectively with colleagues to ensure a smooth and efficient operation.
• Support colleagues during busy periods and contribute positively to the team environment.
• Attend relevant briefings, training and meetings as required.
• Share important guest feedback, maintenance concerns, incidents and operational information with the appropriate team members.

What We're Looking For

• A friendly, approachable and customer-focused attitude.
• Previous experience in a leisure, hospitality, health club, spa or customer service environment is desirable.
• Strong attention to detail, particularly around cleanliness, safety and compliance.
• The ability to remain calm and professional when dealing with customers or incidents.
• Confidence in promoting memberships, offers and additional services.
• A proactive approach to identifying and resolving issues.
• Good communication and teamwork skills.
• A strong understanding of the importance of health and safety within a leisure environment.
• Pool Responder qualification and relevant pool plant knowledge/qualification are desirable or required in line with the role and facility requirements.
• A willingness to undertake and maintain all required training and certifications.

What's In It for You?

• Exceptional training and career development opportunities
• Hotel discounts across the portfolio - staff rates plus up to 50% off food, beverage, and spa
• Paywise+ - access up to 40% of your earned pay and automatic savings options
• 24/7 Employee Assistance Programme and Virtual GP via Mintago
• Salary Sacrifice options and retail discounts via Mintago
• Free staff parking
• Access to hotel gym facilities

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