Duty Manager (VA)

Virgin Active are committed to changing people's lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service.

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.

The Role

• 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.

What we need from you

• 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.

Our Perks

• 30 days (including bank holidays) annual leave – and we want you to take them.
• 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 too, ability to take advantage of our Club V.
• Discounts across Virgin Active – everything from guest passes to 50% off PT sessions.
• Join Virgin Family – communicate with colleagues across Virgin Group, with many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2).
• 20% off food and drink at our KAUAI branches located in clubs.
• Access to Salary Finance for loans and savings plans.
• BUPA employer assistance programme with 4 free counselling sessions.
• Complimentary corporate letting services through Dexters.
• Access to ePoints, offering online discounts to retailers.
• Discount on all Academy courses, trained by the very best instructor.