Duty Manager

Virgin Active are committed to changing people's lives for the better through wellness. Our team is dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on Virgin Active values and ensuring the highest Brand Standards in their work, so our members can experience the finest facilities and service. We recruit Duty Manager to join our Club teams to provide an elite service to all our club members and visiting prospects. As Duty Manager, you are Virgin Active's champion of unreasonable hospitality. You transform everyday club visits into unforgettable moments, sparking joy, loyalty, and referrals. With creativity, empathy, and storytelling, you coach and inspire colleagues to create extraordinary experiences that turn the club into a community.

Responsibilities

• Oversee the smooth running of the club during assigned shifts, ensuring all departments are aligned and executing service priorities.
• Complete all opening/closing procedures, including safety checks, presentation walks, and handover documentation.
• Act as the first responder for all emergency and EAP incidents, ensuring calm, compliant, and effective management of any safety or operational issue.
• Maintain real-time oversight of club standards - cleanliness, atmosphere, music, temperature, equipment readiness - escalating issues to Facilities and GM as needed.
• Lead delivery of daily "Memorable Moments," coaching Hosts and frontline teams to spot opportunities and execute hospitality gestures confidently.
• Capture and share all hospitality wins, service recoveries, and best-practice examples in the Hospitality Tracker for review with the EM and GM.
• Provide operational support during peak periods, ensuring member flow, class transitions, reception coverage, and general service delivery run seamlessly.
• Anticipate what members need before they even say it, then deliver thoughtful, personalised gestures that leave them smiling.
• Lead "Hum, Sing, Shout" activations that surprise, delight, and create memories worth sharing.
• Celebrate milestones, first visits, 100th workouts, birthdays, in ways that feel real, heartfelt, and unforgettable.
• Coach colleagues to spot opportunities for extraordinary hospitality and give them the courage to act.
• Experiment with new ideas, activations, and pop-ups that make Virgin Active feel like nowhere else.
• Capture and share memorable moments on social media, showcasing the culture of unreasonable hospitality and amplifying the member experience.

Qualifications

• A natural storyteller who can turn small details into big emotions.
• Previous experience of working in a customer-centric role.
• Strong interpersonal skills that make you approachable to members, prospects, and colleagues alike.
• Emotional intelligence in spades: empathy, compassion, and connection come naturally to you.
• Good communication skills.
• Flexibility to work across Virgin Active's shifts, activations, and events.

Benefits

• 30 days (including bank holidays) annual leave.
• Access to The Peoples Pension, with our contributions at 3%.
• Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children, and take advantage of Club V.
• Discounts across Virgin Active — guest passes and up to 50% off PT sessions.
• Join the Virgin Family with access to discounts across Virgin Group (e.g., Virgin Atlantic, Virgin Holidays, Virgin Media/O2).
• 20% off food and drink at KAUAI branches located in clubs.
• Salary Finance support for loans and savings plans.
• Mental health support through BUPA employee assistance programme (4 free counselling sessions).
• Dexters partnership for corporate letting services (no tenant charges).
• Access to ePoints with online discounts to retailers.
• Discounts on Virgin Active Academy courses, trained by top instructors.