Duty Manager / Front of House

Based in leafy Chiswick, The Hogarth Health Club, part of The Hogarth Group, strives to be West London’s ultimate destination for complete, personalised wellbeing. We are a premium, independent Club that creates a warm and uplifting environment where everyone is supported and inspired to reach their personal best. We aim to expertly combine science‑led insight with purposeful innovation across the full spectrum of health and wellbeing, and cultivate a community where we all belong to something truly special.

About the job

Reporting to the Deputy General Manager, your core responsibilities will be:

• MEMBER EXPERIENCE
  • Deal with member queries and escalations from Front of House with respect, knowledge and empathy – actively pursue resolution;
  • Manage staff coverage throughout the day;
  • Covering front of house, valets, and gym desk during breaks to ensure service standards are maintained;
  • Monitor towel deliveries and proactively resolve stock issues;
  • Lost property – record items, manage safe sign in‑out, distribute to member in accordance with procedure;
  • Address locker issues – members locked out, maintenance etc.;
  • Invite member feedback during Club walkarounds, document and follow‑up on this.
• FACILITY MANAGEMENT
  • Open and close the Club, following all checklists and security measures with high level of accuracy;
  • Where cleaning standards haven’t been met, document and elevate accordingly;
  • Must be aware of all departmental operational issues on the day, including in the MediSpa and The Door W4;
  • Conduct daily safety tests and elevate accordingly;
  • Pool, spa and sauna tests – check levels, calibrate;
  • Fire and alarm safety and systems;
  • Security – monitor car park barriers, CCTV – elevate accordingly;
  • Timely accident reporting and offer suggestion for preventative measures, report to RIDDOR if necessary;
  • Report maintenance issues to internal team or external contractors – where cost involved, elevate to DGM/GM;
  • Manage maintenance spreadsheet in shared folder, assigning priority levels;
  • Ensure cleanliness maintained at Concierge desk, duty manager office, and Front of House;
  • Assist in studio set up, including moving spin bikes;
  • Assist in events set up, including moving tables.
• ADMINISTRATION AND REPORTING
  • Complete DM Report with accuracy and appropriate detail, following up on action points or assigning responsibility;
  • Proactively raise ideas for improvement to checklists, standards and reporting;
  • Attend weekly DM meeting and provide insight on behalf of team;
  • Report stock requirements and raise to DGM for sign‑off;
  • Manage email inbox, action requests, share information with your colleagues and follow‑up;
  • Obtain cash‑up and financial reporting for Reception from Front of House staff – review discrepancies;
  • Keep record of petty cash withdrawals;
  • Record studio class attendance;
  • Record towel deliveries;
  • Coordinate daily briefing with kitchen staff to ensure team aware of specials, menu limitations, and engage Front of House team in feedback Report to DGM.
• ASSIGNED TASKS AND PROJECTS
  • Each Duty Manager holds overall responsibility for one of the below separate areas:
  • First Aid checklists and stock;
  • Bar ordering;
  • Monthly towel invoicing for therapists in the Clinic;
  • Front of House checklists.

REQUIRED QUALIFICATIONS TO MAINTAIN

• First Aid;
• Swimming Pool Water Treatment L2;
• Maintain thorough knowledge of the Fire Evacuation plan.

EXPERIENCE REQUIRED

• Previous experience in a Front of House (ideally as Duty Manager) in similar environment (Health & Fitness, leisure etc);
• Ability to problem solve and use initiative;
• Proven ability to guide more junior staff members and work well with senior managers;
• Exceptional communication and relationship building skills;
• Experience successfully managing customer complaints - seeking outcomes that satisfy and please the customer/member, whilst also ensuring the correct business outcomes;
• Ideally demonstrable interest in the health / fitness / wellness space.