Guest Experience & Operations Lead

Virgin Active; Greater London; On-site; GBP 16,000 - 23,000; Full time

Benefits offered by this job

30 days annual leave (including bank)

The Peoples Pension with 3%

Complimentary Virgin Active membership

Discounts across Virgin Active

Club member discounts at Kauai

Salary Finance access

Health Heroes EAP (6 sessions)

Corporate letting with Dexters

ePoints discounts

Job summary

Virgin Active is seeking a Duty Manager to oversee club operations, guest experience and hospitality standards across shifts in a London club. You will coach Hosts and frontline teams to deliver unforgettable moments and maintain club-wide service priorities.

As a natural storyteller with strong interpersonal skills, you will lead by example, respond to emergencies, and ensure safety, cleanliness and seamless member flow while enhancing the club’s culture of “unreasonable hospitality.”

Qualifications

• Previous experience in customer-centric roles.
• Strong interpersonal and communication skills.
• High emotional intelligence and empathy.
• Able to adapt to flexible shift patterns.
• Storytelling ability to create memorable experiences.

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 and effective management of safety or operational issues.
• Maintain real-time oversight of club standards—cleanliness, atmosphere, music, temperature, equipment readiness; escalate as needed.
• Lead delivery of daily Memorable Moments, coaching Hosts and frontline teams to spot opportunities and execute hospitality gestures confidently.
• Capture and share hospitality wins and best-practice examples in the Hospitality Tracker for review with the EM and GM.

Skills

Storytelling

Customer-centric

Interpersonal skills

Communication skills

Emotional intelligence

Flexibility across shifts

Job description

Virgin Active is seeking a Duty Manager to oversee club operations, guest experience and hospitality standards across shifts in a London club. You will coach Hosts and frontline teams to deliver unforgettable moments and maintain club-wide service priorities.

As a natural storyteller with strong interpersonal skills, you will lead by example, respond to emergencies, and ensure safety, cleanliness and seamless member flow while enhancing the club’s culture of “unreasonable hospitality.”