Club Operations & Guest Experience Lead

Virgin Active; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

33 days annual leave

Pension

Free gym membership

PT discounts

Virgin family discounts

Salary Finance access

Mental health support

Housing assistance

ePoints discounts

Job summary

Virgin Active is seeking a Duty Manager (VA) to oversee club operations, drive hospitality standards, and support the Operations Team. This full-time role (40 hours) emphasizes turning routine visits into memorable moments, coaching teams, and maintaining a welcoming environment.

You will coordinate opening/closing, safety checks, and smooth member flows, while delivering proactive service during peak times and events.

Qualifications

• Experience in a customer-centric role.
• Strong communication and storytelling abilities.
• Ability to engage members and colleagues with empathy.

Responsibilities

• Oversee club operations during shifts, ensuring departments align with priorities.
• Complete opening/closing procedures, safety checks, and handover documentation.
• Act as first responder for emergencies and incidents with calm, compliant management.
• Maintain real-time standards for cleanliness, atmosphere, and equipment; escalate as needed.
• Lead daily Memorable Moments and coach hosts to deliver hospitality gestures.

Skills

Customer-centric mindset

Storytelling

Interpersonal skills

Emotional intelligence

Flexibility across shifts

Job description

Virgin Active is seeking a Duty Manager (VA) to oversee club operations, drive hospitality standards, and support the Operations Team. This full-time role (40 hours) emphasizes turning routine visits into memorable moments, coaching teams, and maintaining a welcoming environment.

You will coordinate opening/closing, safety checks, and smooth member flows, while delivering proactive service during peak times and events.