Duty Manager (VA) - Sheffield Broadfield Park

Virgin Active; Sheffield; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Annual leave 33 days

Pension plan

Free gym membership

Member discounts

Family discounts

Food & beverage discount

Salary Finance

Employee counselling

Corporate letting

ePoints discounts

Job summary

Virgin Active is seeking an enthusiastic hospitality-focused team member to help run daily club operations with a guest-first mindset. You will coordinate front-of-house activities, ensure safety and cleanliness, and deliver memorable moments that elevate the member experience.

You will lead, train, and motivate Hosts and frontline teams to spot opportunities for exceptional service, while playing a key role in live activations and member engagement across shifts.

Qualifications

• Experience working in a customer-centric role.
• Strong interpersonal skills engaging with members, prospects and colleagues.
• High emotional intelligence with empathy, compassion and connection.

Responsibilities

• Oversee the smooth running of the club during assigned shifts, ensuring all departments are aligned and executing service priorities.
• Complete 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 safety or operational issues.
• Maintain real-time oversight of club standards - cleanliness, atmosphere, music, temperature, equipment readiness - escalate issues to Facilities and GM as needed.
• Lead delivery of daily hospitality moments, coaching Hosts and frontline teams to spot opportunities and execute gestures confidently.
• Capture and share 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 member needs and deliver thoughtful, personalised gestures.
• Lead activations that surprise, delight, and create memorable experiences.
• Celebrate milestones and birthdays in ways that feel real and unforgettable.
• Coach colleagues to spot opportunities for extraordinary hospitality and empower action.
• Experiment with new ideas, activations, and pop-ups that make Virgin Active unique.
• Capture memorable moments on social media to showcase the culture of hospitality.

Skills

Customer service

Interpersonal skills

Emotional intelligence

Communication skills

Job description

• 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.
• 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.
• Good communication skills.
• Flexibility to work across Virgin Active's shifts, activations, and events.
• 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% 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 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.