Duty Manager (VA)

About the Role

This full-time Duty Manager role, 40 hours per week, sits within the Virgin Active operations Team. The role centres on championing 'unreasonable hospitality' by transforming everyday club visits into memorable moments and building a strong member community. It involves coaching and inspiring colleagues to deliver extraordinary experiences while ensuring the smooth operational running of the club during shifts.

Key Responsibilities

• Oversee the smooth running of the club during assigned shifts, ensuring all departments are aligned and executing service priorities.
• Complete all opening and 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 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 ask, deliver thoughtful, personalised gestures, and lead 'Hum, Sing, Shout' activations that create memories worth sharing.
• Celebrate milestones such as first visits, 100th workouts, and birthdays in heartfelt, memorable ways, and coach colleagues to spot opportunities for extraordinary hospitality.
• Experiment with new ideas, activations, and pop-ups that make Virgin Active feel unique, and capture and share memorable moments on social media to amplify the member experience.

Required Experience & Qualifications

• A natural storyteller who can turn small details into big emotions.
• Previous experience of working in a customer-centric role.
• Strong interpersonal skills that make you approachable to members, prospects, and colleagues alike.
• Emotional intelligence in spades: empathy, compassion, and connection come naturally.
• Good communication skills.
• Flexibility to work across Virgin Active's shifts, activations, and events.

Salary

• £14.05-£14.05 GBP

Benefits & Perks

• The opportunity to be part of a brand redefining the future of wellness.
• A premium environment with industry-leading facilities.
• Development and progression opportunities aligned to your level.
• Access to a vibrant, engaged member community.
• The platform to build your career, reputation and impact.
• 30 days annual leave including bank holidays, plus a Celebration Day.
• Access to The Peoples Pension, with Virgin Active contributions at 3%.
• Complimentary Virgin Active membership for you and a buddy, free membership for children, and access to Club V.
• Discounts across Virgin Active, including guest passes and 50% off personal training sessions.
• Access to Virgin Family discounts, 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, savings, and personal finance support.