Guest Experience & Club Operations Lead

TrainMore; Milton Keynes; On-site; GBP 26,000 - 32,000; Full time

Job summary

TrainMore UK is seeking a proactive Hospitality Manager to lead the Host team, ensure top-tier member service, and drive club standards in Marlow and surrounding areas. You will manage daily operations, keep the gym floor spotless, and resolve maintenance issues with speed and confidence.

You will coach staff to deliver outstanding service, run effective sales tours, and optimize POS performance. This role demands strong leadership, organisational skills, and a passion for creating a great

Qualifications

• Experience supervising or leading a team in a hospitality setting.
• Background in commercial economics, sports education, hospitality or similar relevance.
• Demonstrable experience delivering excellent customer service.
• Excellent communication and organisation skills.
• Keen eye for attention to detail.
• Ability to work as a team and use initiative to problem solve.
• Stress resilience, ability to handle different situations at once, prioritising skills.

Responsibilities

• Coach the front of house team to deliver excellent consistent service at all times ensuring trained appropriately and proactively maintain gym floor standards.
• Lead and support the rest of the team in handling customer queries effectively through up-to-date product knowledge within the club (Classes, Equipment, Facilities).
• Lead the host team to own daily club standards - checklists, cleanliness, maintenance follow-ups, and safety checks
• Manage completion of regular Health and safety tasks, stock take and operational systems (towel management, locker controls etc).
• Motivate the team to deliver a top-level member experience through maintaining the cleanliness of member areas, gym floor, recovery/wellness and vending machines.
• Coach and guide team on delivering effective sales tours to hit sales targets effective based on Club Manager's strategy for the club.
• Log, track and escalatie maintenance issues with contractors and suppliers to ensure equipment, facilities and stock are maintained effectively.
• Support when required with chasing debtors
• This list is not exhaustive, you will be required to complete extra tasks within your skillset to support business needs

Skills

Hospitality leadership

Customer service

Communication

Attention to detail

Teamwork

Problem solving

Stress resilience

Education

Background in commercial economics / sports education / hospitality

Job description

TrainMore UK is seeking a proactive Hospitality Manager to lead the Host team, ensure top-tier member service, and drive club standards in Marlow and surrounding areas. You will manage daily operations, keep the gym floor spotless, and resolve maintenance issues with speed and confidence.

You will coach staff to deliver outstanding service, run effective sales tours, and optimize POS performance. This role demands strong leadership, organisational skills, and a passion for creating a great