Duty Manager

Virgin Active Limited; Greater London; On-site; GBP 33,214,000 - 47,304,000; Full time

Benefits offered by this job

30 days annual leave

Pension with 3% contribution

Private health insurance

Complimentary Virgin Active membership

Discounts across Virgin Active

Virgin Family discounts

20% off food and drink at KAUAI

Salary Finance access

BUPA counselling

Corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking a dedicated Duty Manager (VA) to oversee daily club operations, ensuring a safe, welcoming environment and superior member experiences. You will lead shifts, champion hospitality, and guide frontline teams to uphold brand standards.

The role requires flexibility to work early mornings, evenings, weekends and bank holidays, with a focus on safety, service quality and operational excellence across the club.

Qualifications

• Previous experience in a customer-facing or operational role, ideally within leisure, hospitality or retail.
• Passion for delivering exceptional customer experiences and creating memorable moments.
• Calm and confident under pressure, with sound decision-making skills.
• Strong awareness of health & safety and operational standards.
• Positive, proactive and solutions-focused approach.
• Flexible approach to working hours, including early mornings, evenings, weekends and bank holidays.

Responsibilities

• Lead the day-to-day operation of the club during your shifts, ensuring a safe, welcoming and seamless member experience.
• Champion Virgin Active’s hospitality culture, creating memorable moments that build member loyalty and engagement.
• Support and inspire frontline teams to deliver exceptional service and consistently high brand standards.
• Respond confidently to operational issues and emergencies, ensuring the safety of members, team members and visitors.
• Maintain exceptional presentation, cleanliness and operational standards throughout the club.
• Deliver engaging member experiences through events, activations and personalised interactions.
• Capture member feedback and identify opportunities to continually improve the member journey.
• Coach colleagues to recognise opportunities to exceed member expectations through thoughtful and personalised service.
• Collaborate with the wider club leadership team to deliver operational excellence and an outstanding member experience.

Skills

Customer service

Operations management

Communication

Health & safety

Decision making

Leadership

Flexibility

Job description

Virgin Active are committed to changing people’s lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service. We take value in recruiting the very best team members who bring our clubs to life, creating exceptional member experiences every day. We are looking for a Duty Manager (VA) to join our Club Team.

The Duty Manager (VA) plays a key role in delivering exceptional member experiences while ensuring the safe and efficient day-to-day operation of the club. Working closely with the Experience & Operations Manager and wider club teams, you will champion Virgin Active’s hospitality culture, creating memorable moments for members while maintaining the highest standards of service, safety and operational excellence.

Role Type: Full time

Number of hours: 40

The Role

• Lead the day-to-day operation of the club during your shifts, ensuring a safe, welcoming and seamless member experience.
• Champion Virgin Active’s hospitality culture, creating memorable moments that build member loyalty and engagement.
• Support and inspire frontline teams to deliver exceptional service and consistently high brand standards.
• Respond confidently to operational issues and emergencies, ensuring the safety of members, team members and visitors.
• Maintain exceptional presentation, cleanliness and operational standards throughout the club.
• Deliver engaging member experiences through events, activations and personalised interactions.
• Capture member feedback and identify opportunities to continually improve the member journey.
• Coach colleagues to recognise opportunities to exceed member expectations through thoughtful and personalised service.
• Collaborate with the wider club leadership team to deliver operational excellence and an outstanding member experience.

Experience

• Previous experience in a customer-facing or operational role, ideally within leisure, hospitality or retail.
• Passion for delivering exceptional customer experiences and creating memorable moments. Strong communication and interpersonal skills with the ability to build positive relationships.
• Calm and confident under pressure, with sound decision-making skills.
• Strong awareness of health & safety and operational standards.
• Positive, proactive and solutions-focused approach.
• Flexible approach to working hours, including early mornings, evenings, weekends and bank holidays.

Our Perks

• 30 days (including bank holidays) annual leave – and we want you take them.
• Access to The Peoples Pension, with our contributions at 3%.
• Private heath Insurance with access to healthcare, wellbeing rewards and preventative health support
• 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% 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).
• 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 BUPA employer assistance programme is there when you need a helping hand with 4 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.

Pay Range

£14.05—£14.05 GBP