At a Glance
- Tasks: Lead the club's operations, ensuring exceptional service and memorable experiences for members.
- Company: Join Virgin Active, a leader in wellness and leisure with a vibrant team culture.
- Benefits: Enjoy 30 days of holiday, competitive pay, and opportunities for personal growth.
- Other info: Flexible shifts and a dynamic environment await you!
- Why this job: Be the champion of hospitality, creating unforgettable moments for our community.
- Qualifications: Experience in customer service and strong interpersonal skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
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...
Duty Manager (VA) - London in Westminster employer: Virgin Active
At Virgin Active, we pride ourselves on being an exceptional employer that fosters a vibrant and health-focused work culture. As a Wellness Café Team Member at KAUAI in the UK, you'll enjoy a supportive environment that encourages personal growth, offers competitive benefits like staff discounts and complimentary gym memberships, and promotes teamwork among passionate individuals dedicated to enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Manager (VA) - London in Westminster
✨Show Your Expertise in the Gym
Get into your local fitness scene and start offering free workshops or training sessions. This not only showcases your skills but also gets your face out there. People love to connect with trainers who are active in their community!
✨Engage on Social Media
Use platforms like Instagram or TikTok to share workout tips, success stories, or transformations you’ve facilitated. Tagging your content with local fitness community hashtags can help you gain visibility and connect with potential clients or employers like Virgin Active.
✨Connect with Local Gyms and Fitness Studios
Visit local gyms or fitness studios and ask if they need trainers. Many places look for trainers based on word-of-mouth, so don't hesitate to introduce yourself. If Virgin Active is in your area, dropping by could be a golden opportunity!
✨Make Your Application Stand Out
When applying to places like Virgin Active, consider including a personal training portfolio showcasing client testimonials, fitness plans, and your own fitness journey. This adds a personal touch and helps you stand out in the ever-crowded fitness market!
We think you need these skills to ace Duty Manager (VA) - London in Westminster
Some tips for your application 🫡
Demonstrate Your Knowledge of Trends:Stay ahead of the curve by mentioning any current fitness trends or methods you’ve incorporated into your training practice. If you've got experience in areas like HIIT, functional training or nutrition coaching, share that! It shows us you’re serious about your development and can adapt to meet client needs.
How to prepare for a job interview at Virgin Active
✨Showcase Your Knowledge of Fitness Trends
Make sure you're clued up on the latest fitness trends and methodologies. We should be ready to discuss how your training philosophy aligns with modern practices, or how you can implement new techniques that could benefit clients at Virgin Active.
✨Demonstrate Your Client Management Skills
Being a personal trainer isn’t just about knowing workouts; it’s also about how you manage and motivate clients. We should think of examples where you've developed personalised training plans or motivated clients to hit their goals, and how you can apply that at Virgin Active.
✨Prepare for Practical Scenarios
Expect to encounter practical scenarios in your interview, like demonstrating an exercise or discussing how you'd help a client overcome specific challenges. We should prepare for these by practicing key exercises and thinking through our coaching cues and support strategies.
✨Get to Know Virgin Active's Clientele
Since it's a full-time gig, understanding the specific clientele Virgin Active caters to is key. We should look into their target demographics and think about how our experience aligns with their needs, ensuring we can hit the ground running from day one.
