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About the Role

The Duty Manager (VA) plays a key role in delivering exceptional member experiences while ensuring the safe and efficient day-to-day operation of the club. Working closely with the Experience & Operations Manager and wider club teams, you will champion Virgin Active's hospitality culture, creating memorable moments for members while maintaining the highest standards of service, safety and operational excellence.

Responsibilities

• Lead the day-to-day operation of the club during your shifts, ensuring a safe, welcoming and seamless member experience.
• Champion Virgin Active's hospitality culture, creating memorable moments that build member loyalty and engagement.
• Support and inspire frontline teams to deliver exceptional service and consistently high brand standards.
• Respond confidently to operational issues and emergencies, ensuring the safety of members, team members and visitors.
• Maintain exceptional presentation, cleanliness and operational standards throughout the club.
• Deliver engaging member experiences through events, activations and personalised interactions.
• Capture member feedback and identify opportunities to continually improve the member journey.
• Coach colleagues to recognise opportunities to exceed member expectations through thoughtful and personalised service.
• Collaborate with the wider club leadership team to deliver operational excellence and an outstanding member experience.

Requirements

• Previous experience in a customer-facing or operational role, ideally within leisure, hospitality or retail.
• Passion for delivering exceptional customer experiences and creating memorable moments.
• Strong communication and interpersonal skills with the ability to build positive relationships.
• Calm and confident under pressure, with sound decision-making skills.
• Strong awareness of health & safety and operational standards.
• Positive, proactive and solutions-focused approach.
• Flexible approach to working hours, including early mornings, evenings, weekends and bank holidays.

Skills

• Communication skills
• Interpersonal skills
• Decision-making skills
• Health & safety awareness
• Operational standards awareness

Location

• Onsite

Work Type

• Full-time

Experience Level

• Previous experience in a customer-facing or operational role

Salary/Compensations

• £14.56—£14.56 GBP

Benefits

• 30 days (including bank holidays) annual leave
• Access to The Peoples Pension, with company contributions at 3%
• Private health insurance with access to healthcare, wellbeing rewards and preventative health support
• Complimentary Virgin Active membership for you and a buddy
• Free membership for your children
• Discounts across Virgin active (guest passes, 50% off PT sessions)
• Discounts across Virgin Group (Virgin Atlantic, Virgin Holidays, Virgin Media/O2)
• 20% off food and drink at KAUAI branches
• Access to Salary Finance for loans, savings plans, and personal finance education
• BUPA employer assistance programme with 4 free counselling sessions
• Complimentary corporate letting services through Dexters
• Access to ePoints for online retailer discounts

About the Company

• 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.
• We take value in recruiting the very best team members who bring our clubs to life, creating exceptional member experiences every day.