Service Manager

Virgin Active Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Virgin Active Australia in Norwest, NSW seeks a Service Manager to lead daily club service operations onsite. You will supervise front-of-house teams, handle member queries, manage service schedules, and uphold cleanliness, safety, and brand standards.

The role focuses on delivering exceptional member experiences and supporting retention initiatives through collaboration with fitness and sales teams. This full-time, on-site position requires strong leadership, excellent customer service, and a

Qualifications

• Experience in service or operations management in fitness, hospitality, or customer-focused environments.
• Strong leadership with coaching, performance feedback, and scheduling.
• Excellent customer service handling inquiries, complaints, and escalations.
• Organisational and time-management skills to oversee multiple service activities.
• Clear verbal and written communication with diverse members and staff.
• Knowledge of health and safety standards and compliance in public facilities.
• Comfort with basic business systems including POS, membership management, and reporting tools.
• Ability to work flexible hours, including early mornings, evenings, weekends, and holidays.
• Strong problem-solving and proactive process-improvement mindset.
• Experience in fitness industry or passion for health is advantageous.
• Relevant qualifications in business, hospitality, sports management beneficial but not mandatory.

Responsibilities

• Lead day-to-day club service operations and supervise front-of-house teams.
• Manage member inquiries, feedback, and service scheduling.
• Ensure cleanliness, presentation, safety, and policy adherence.

Job description

Company Description

Virgin Active Australia is part of the globally recognised Virgin Active brand, with more than 233 clubs across 8 countries and over 1 million members. Building on the Virgin Group's legacy of disrupting industries, Virgin Active transformed the UK fitness market in 1999 with large health clubs offering extensive, high-quality health and fitness services in one place. Since opening its first Australian club in the Northern Beaches in 2008, Virgin Active has grown a network of iconic locations in Sydney and Melbourne. The business is a global industry leader focused on delivering a more personalised, multi-boutique gym experience. Its mission is to create irresistible exercise experiences that help members lead healthier and more active lives.

Role Description

The Service Manager is a full-time, on-site role based in Norwest, NSW. This position is responsible for leading the day-to-day operations of the club’s service functions, ensuring members receive an exceptional experience from arrival through to departure. Key responsibilities include supervising front-of-house teams, managing member queries and feedback, coordinating service schedules, and maintaining high standards of cleanliness, presentation, and safety. The role also involves monitoring service performance metrics, supporting membership retention initiatives, and collaborating with fitness and sales teams to deliver seamless, customer-focused experiences. The Service Manager coaches and develops team members, promotes a positive and inclusive culture, and ensures adherence to Virgin Active policies, procedures, and brand standards.

Qualifications

• Experience in service or operations management, ideally within fitness, hospitality, or customer-focused environments.
• Strong leadership and team management skills, including coaching, performance feedback, and staff scheduling.
• Excellent customer service skills, with the ability to handle member enquiries, complaints, and escalations professionally.
• Organisational and time-management skills to oversee multiple service activities and maintain operational efficiency.
• Clear verbal and written communication skills, with confidence interacting with diverse members and team members.
• Knowledge of health and safety standards and compliance in a public or recreational facility setting.
• Comfort with basic business systems, including point-of-sale, membership management, and reporting tools.
• Ability to work flexible hours, including early mornings, evenings, weekends, and public holidays as required.
• Demonstrated problem-solving skills and a proactive approach to improving processes and member experience.
• Previous experience in the fitness industry or a passion for health and wellness is highly advantageous.
• Relevant qualifications in business, hospitality, sports management, or related fields are beneficial but not mandatory.