Club Experience & Operations Leader

Virgin Active & KAUAI; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual leave 33 days

The Peoples Pension

Complimentary Virgin Active membership

Discounts on PT sessions

Virgin Family discounts

20% off food and drink at KAUAI

Salary Finance access

Employee assistance programme

Housing partner Dexters

ePoints discounts

Job summary

Virgin Active & KAUAI seeks a Duty Manager to oversee club operations, delivering memorable experiences and seamless service across shifts. You will coach front-line teams and maintain safety, cleanliness and guest flow, turning visits into community moments.

You will drive hospitality initiatives, advocate for personalised gestures, and collaborate with management to uphold world-class service standards in a vibrant wellness setting.

Qualifications

• Previous experience in a customer-centric role.
• Strong interpersonal and communication skills.
• Ability to work across shifts and events.

Responsibilities

• Oversee the smooth running of the club during assigned shifts and align departments with service priorities.
• Complete opening/closing procedures, safety checks and handover documentation.
• Act as first responder for emergencies and ensure calm, compliant issue management.
• Maintain real-time standards: cleanliness, atmosphere, temperature, equipment readiness; escalate as needed.
• Lead daily Memorable Moments and coach Hosts to deliver hospitality gestures confidently.
• Capture hospitality wins and best practices for review with EM and GM.

Skills

Customer service

Storytelling

Interpersonal skills

Emotional intelligence

Communication skills

Flexibility

Job description

Virgin Active & KAUAI seeks a Duty Manager to oversee club operations, delivering memorable experiences and seamless service across shifts. You will coach front-line teams and maintain safety, cleanliness and guest flow, turning visits into community moments.

You will drive hospitality initiatives, advocate for personalised gestures, and collaborate with management to uphold world-class service standards in a vibrant wellness setting.