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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 through coaching and inspiring colleagues.
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, compliant, and effective management.
- Maintain real-time oversight of club standards (cleanliness, atmosphere, music, temperature, equipment readiness), escalating issues as needed.
- Lead delivery of daily “Memorable Moments,” coaching teams to spot and execute hospitality gestures.
- Capture and share hospitality wins, service recoveries, and best practices in the Hospitality Tracker.
- Provide operational support during peak periods, ensuring seamless member flow, class transitions, reception coverage, and service delivery.
- Anticipate member needs and deliver thoughtful, personalized gestures.
- Lead “Hum, Sing, Shout” activations to surprise, delight, and create shareable memories.
- Celebrate member milestones in genuine and heartfelt ways.
- Coach colleagues to spot opportunities for extraordinary hospitality and empower them to act.
- 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 and amplify the member experience.
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
- £14.30—£14.30 GBP per hour
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 and access to Club V.
- Discounts across Virgin Active products and services (e.g., guest passes, PT sessions).
- Access to Virgin Family discounts across the Virgin Group (e.g., Virgin Atlantic, Virgin Holidays, Virgin Media/O2).
- 20% off food and drink at KAUAI branches located in clubs.
- Access to Salary Finance for loans, savings plans, and personal finance education.
- Health Heroes employer assistance program offering 6 free counseling sessions.
- Complimentary corporate letting services through Dexters for renting.
- 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.
- The company combines 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