Duty Manager — Unforgettable Hospitality & Member Experience

Virgin Active & KAUAI; Clapham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

33 days annual leave

Pension plan

Complimentary Virgin Active membership

Discounts across Virgin Active & KAUAI

Salary finance support

Job summary

Virgin Active is hiring a Duty Manager to join the Operations Team at our UK clubs. This full-time role (40 hours) focuses on delivering exceptional hospitality, overseeing shifts, safety, and service standards to create memorable member experiences.

You will coach Hosts and frontline teams, drive daily “Memorable Moments,” and collaborate with the GM to maintain a high-energy, welcoming environment. Flexibility to work across shifts and events is essential.

Qualifications

• Experience in customer-centric roles.
• Strong interpersonal and communication abilities.
• Ability to adapt to shifts, events and activations.

Responsibilities

• Oversee club operations during shifts and ensure service priorities.
• Complete opening/closing procedures and safety checks.
• First responder for emergencies and safety issues.
• Maintain club standards: cleanliness, atmosphere, music, temperature and equipment.
• Lead daily hospitality moments and coach teams to deliver excellent service.
• Share wins and best practices in the Hospitality Tracker.
• Provide support during peak periods for smooth member flow.
• Anticipate member needs and deliver personalised gestures.
• Lead activations that surprise and delight members.
• Celebrate milestones and moments in memorable ways.
• Coach peers to spot opportunities for hospitality and act.
• Experiment with new ideas and activations to differentiate the club.
• Capture memorable moments on social media to showcase culture.

Skills

Storytelling

Customer service

Interpersonal skills

Emotional intelligence

Flexibility

Tools

None

Job description

Virgin Active is hiring a Duty Manager to join the Operations Team at our UK clubs. This full-time role (40 hours) focuses on delivering exceptional hospitality, overseeing shifts, safety, and service standards to create memorable member experiences.

You will coach Hosts and frontline teams, drive daily “Memorable Moments,” and collaborate with the GM to maintain a high-energy, welcoming environment. Flexibility to work across shifts and events is essential.