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About the Role
As Virgin Active evolves into Social Wellness Clubs, this role champions unreasonable hospitality, transforming member visits into unforgettable moments and fostering a strong community. The Duty Manager will inspire colleagues to create extraordinary experiences, making the club a welcoming and easy-to-navigate space for physical, mental, nutritional, and social wellbeing.
Responsibilities
- Oversee the smooth running of the club during assigned shifts, ensuring all departments align with 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 and effective management.
- Maintain real-time oversight of club standards (cleanliness, atmosphere, music, temperature, equipment readiness), escalating issues as needed.
- Lead the delivery of daily “Memorable Moments,” coaching teams to identify and execute hospitality gestures.
- Capture and share hospitality wins, service recoveries, and best practices in the Hospitality Tracker.
- Provide operational support during peak periods to ensure seamless member flow, class transitions, reception coverage, and service delivery.
- Anticipate member needs and deliver personalized gestures.
- Lead “Hum, Sing, Shout” activations to surprise and delight members.
- Celebrate member milestones in a heartfelt and unforgettable manner.
- Coach colleagues to identify and act on opportunities for extraordinary hospitality.
- Experiment with new ideas, activations, and pop-ups to enhance the Virgin Active experience.
- Capture and share memorable moments on social media to showcase the culture of hospitality.
Requirements
- Previous experience in a customer-centric role.
- Flexibility to work across Virgin Active’s shifts, activations, and events.
Skills
- Storytelling
- Interpersonal skills
- Emotional intelligence (empathy, compassion, connection)
- Communication skills
Location
- Onsite
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- £14.05 - £14.05 GBP
Benefits
- 33 days annual leave (including bank holidays) plus a Celebration Day
- Access to The Peoples Pension with 3% employer contributions
- Complimentary Virgin Active membership for employee and a buddy
- Free membership for children (Club V)
- Discounts across Virgin Active products and services (e.g., guest passes, PT sessions)
- Access to Virgin Family discounts across Virgin Group companies (Virgin Atlantic, Virgin Holidays, Virgin Media/O2)
- 20% off food and drink at KAUAI branches
- Access to Salary Finance for loans and savings plans
- Health Heroes employer assistance program with 6 free counselling sessions
- Complimentary corporate letting services through Dexters
- Access to ePoints for online retailer discounts
About the Company
- Virgin Active is evolving into Social Wellness Clubs, creating spaces and experiences that support members’ physical, mental, nutritional, and social wellbeing.
- They combine expert guidance, genuine community, personalized experiences, and innovative technology to make wellness accessible, welcoming, and easy to navigate.
- Virgin Active is committed to recruiting passionate individuals dedicated to creating exceptional experiences and delivering world-class service.
Equal Opportunity
- Not specified