Duty Manager

Greenhouse Software, Inc.; Greater London; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

33 days annual leave

Pension scheme

Complimentary Virgin Active membership

Job summary

Virgin Active is seeking a Duty Manager (VA) to lead club operations, ensure service priorities are met, and coach teams to deliver extraordinary hospitality. You will oversee opening/closing, safety, and real-time standards while creating Memorable Moments for members.

Join a dynamic team focused on unreasonable hospitality, community-building, and exceptional service in a full-time role with 40 hours per week.

Qualifications

• Experience in a customer-centric role.
• Strong interpersonal skills for member engagement.
• Emotional intelligence and empathetic communication.
• Flexible to work across Virgin Active’s shifts, activations and events.

Responsibilities

• Oversee the club's smooth running during shifts and align departments.
• Complete opening/closing procedures and safety checks.
• First responder for emergencies and EAP incidents with calm leadership.
• Maintain club standards for cleanliness, atmosphere, and equipment readiness.
• Lead daily Memorable Moments with Hosts and frontline teams.
• Share hospitality wins and best practices in the Hospitality Tracker.
• Support member flow, class transitions, and reception coverage during peaks.
• Anticipate member needs and deliver personalised gestures.
• Lead activations to surprise and delight members.
• Celebrate milestones and coach colleagues to act on opportunities.
• Experiment with ideas and pop-ups to enhance Virgin Active experience.
• Capture moments for social media showcasing unreasonable hospitality.

Skills

Customer service

Storytelling

Interpersonal skills

Emotional intelligence

Shift flexibility

Job description

As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional and social wellbeing. By bringing together expert guidance, genuine community, personalised experiences and innovative technology, we make wellness feel accessible, welcoming and easy to navigate. Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day. We are looking for a Duty Manager (VA) to join our operations Team.

Role Type: Full time

Number of Hours: 40

In this role, you will play a part in being Virgin Active’schampion of unreasonable hospitality. You transform everyday club visits into unforgettable moments, sparking joy, loyalty, and referrals. With creativity, empathy, and storytelling, you coach and inspire colleagues to create extraordinary experiences that turn the club into a community.

The Role

• Oversee the smooth running of the club during assigned shifts, ensuring all departments are aligned and executing service priorities.
• Complete all opening/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 all 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 even say it, then deliver thoughtful, personalised gestures that leave them smiling.
• Lead “Hum, Sing, Shout” activations that surprise, delight, and create memories worth sharing.
• Celebrate milestones, first visits, 100th workouts, birthdays, in ways that feel real, heartfelt, and unforgettable.
• 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 like nowhere else.
• Capture and share memorable moments on social media, showcasing the culture of unreasonable hospitality and amplifying the member experience.

Who We’re Looking For

• 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.
• Flexibility to work across Virgin Active’s shifts, activations, and events.

What You’ll Get

• 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

The Perks

• 33 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.
• We want you to love Virgin Active like we do, so you get discounts across Virgin active everything from guest passes to 50% offPTsessions.
• You will join Virgin Family where not only can you communicate with your colleagues across Virgin Group, but many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
• Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
• Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
• Mental health is a cornerstone of wellbeing. Our Health Heroes employer assistance programme is there when you need a helping hand with 6 free counselling sessions.
• We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services meaning no tenant charges.
• Access to ePoints, offering loads of online discounts to retailers.