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About the Role
As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional and social wellbeing. By bringing together expert guidance, genuine community, personalised experiences and innovative technology, we make wellness feel accessible, welcoming and easy to navigate. Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day. In this role, you will play a part in being 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.
Requirements
- Previous experience of working in a customer centric role.
- Flexibility to work across Virgin Active’s shifts, activations, and events.
Skills
- 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.
Work Type
- Full time
Salary/Compensations
- £14.05—£14.05 GBP
Benefits
- 30 days (excluding bank holidays) annual leave, plus a Celebration Day
- Access to The Peoples Pension, with our contributions at 3%.
- Complimentary Virgin Active membership for you and a buddy.
- 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 with discounts across Virgin Group (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2).
- 20% off food and drink at KAUAI branches located in clubs.
- Access to Salary Finance for loans and savings plans.
- Health Heroes employer assistance programme with 6 free counselling sessions.
- Partner with Dexters who offer complimentary corporate letting services meaning no tenant charges.
- Access to ePoints, offering loads of online discounts to retailers.
About the Company
- As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional and social wellbeing.
- By bringing together expert guidance, genuine community, personalised experiences and innovative technology, we make wellness feel accessible, welcoming and easy to navigate.
- Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day.