At a Glance
- Tasks: Lead the Front of House team and ensure exceptional member experiences daily.
- Company: Join The Hogarth Health Club, a premium wellness destination in Chiswick.
- Benefits: Full-time role with varied shifts and a supportive work environment.
- Other info: Opportunity to grow in a dynamic health and fitness environment.
- Why this job: Be the go-to person for members and staff, making a real impact on their wellbeing.
- Qualifications: Experience in customer service and Front of House roles, ideally as a Duty Manager.
The predicted salary is between 30000 - 40000 £ per year.
The Duty Manager is an integral role to the Club.
You will maintain the Club to high standards on a daily basis, ensuring health and safety, security and cleanliness are maintained.
You will manage member queries with clarity and care, ensuring they feel heard.
You will proactively look for solutions and know when to elevate, with our members' safety and security in mind.
You are the link between all departments on site, fostering a supportive environment for our members to thrive in.
As Duty Manager you play a Senior role in the Front of House team, acting as the "go-to" when on shift, as well as ensuring Front of House staff are performing roles as required.
This is a Monday-Friday role, with varied shifts (some early and late required), plus one weekend shift once every 3 weeks.
As Duty Manager / Front of House you will work some shifts in DM capacity, and some as Front of House team member.
About Us
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.
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 a 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 Medi Spa 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 and 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 colleagues and follow‑up
- Obtain cash‑up and financial reporting for Reception from Front of House staff – review discrepancies
- Manager bar cash‑up
- 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
- First Aid checklists and stock
- Bar ordering
- Monthly towel invoicing for therapists in the Clinic
- Permanent lockers
- Front of House checklists
- Art displays
- Required Qualifications to Maintain
- First Aid
- Pool Responder
- Swimming Pool Water Treatment L2
- Food Hygiene Level 2
- 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)
- Significant customer service experience
- 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
- #J-18808-Ljbffr
Duty Manager / Front of House - Full Time employer: YMCA Brighton
At The Hogarth Health Club, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises member satisfaction and employee wellbeing. Located in the picturesque Chiswick area, our team enjoys a supportive environment with ample opportunities for professional growth and development, all while contributing to a community dedicated to health and wellness. Join us to be part of a dynamic team where your contributions are valued and recognised, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Manager / Front of House - Full Time
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like YMCA Brighton. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to YMCA Brighton
Don't be shy about reaching out to YMCA Brighton directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Duty Manager / Front of House - Full Time
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about YMCA Brighton and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at YMCA Brighton
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
