Duty Manager

Sits within the operations team and is responsible for overseeing the smooth running of the club during assigned shifts. It acts as a champion of unreasonable hospitality, turning everyday club visits into memorable moments that build joy, loyalty, and referrals. The post-holder coaches and inspires colleagues to deliver extraordinary experiences and helps create a welcoming community.

• Oversee the smooth running of the club during assigned shifts, ensuring all departments are aligned and executing service priorities.
• Complete opening and closing procedures, including safety checks, presentation walks, and handover documentation.
• Act as first responder for emergency and EAP incidents, managing safety or operational issues calmly and compliantly.
• Maintain real-time oversight of club standards such as cleanliness, atmosphere, music, temperature, and equipment readiness, escalating issues to Facilities and the 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 member needs and deliver thoughtful, personalised gestures that create memorable experiences.
• Lead “Hum, Sing, Shout” activations and celebrate milestones, first visits, 100th workouts, and birthdays in heartfelt ways.
• 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 unique.
• Capture and share memorable moments on social media to showcase the culture of unreasonable hospitality and amplify the member experience.

• 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 to you.
• Good communication skills.
• Flexibility to work across Virgin Active's shifts, activations, and events.

• 40 hours per week

• £14.56—£14.56 GBP

• 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 (including bank holidays) annual leave, plus a Celebration Day and we want you take them
• Access to The Peoples Pension, with our contributions at 3%.
• Complimentary Virgin Active membership for you and a buddy. You can also get 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.
• You will join Virgin Family where not only can you communicate with your colleagues across Virgin Group, but also many 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. They can support you with loans and savings plans, as well as help you become a personal finance expert.

Virgin Active is committed to recruiting the finest people who share its passion for creating exceptional experiences and delivering world-class service every day. As it evolves into Social Wellness Clubs, it is creating spaces and experiences that support every aspect of members' physical, mental, nutritional and social wellbeing. By bringing together expert guidance, genuine community, personalised experiences and innovative technology, Virgin Active makes wellness feel accessible, welcoming and easy to navigate.