Hospitality Lead: Member Experience & Operations

TrainMore; Marlow; On-site; GBP 38,000 - 52,000; Full time

Job summary

TrainMore seeks a proactive Hospitality Manager to lead the Host team, ensuring exceptional member experience and smooth daily operations across the club. You will drive service standards, product knowledge, and rapid response to queries while maintaining a spotless gym environment.

As the number 2 in the club, you’ll motivate the team to deliver high-impact sales tours, elevate POS performance, and keep the club performing at its peak every day.

Qualifications

• Experience supervising or leading a team in a hospitality setting.
• Strong customer service and communication skills.
• Proven ability to manage daily gym club operations.
• Keen eye for detail and compliance with safety standards.
• Ability to motivate staff and deliver high‑quality member experience.
• Experience with sales tours and KPI-focused activities.

Responsibilities

• Coach the front of house team to deliver consistent service and maintain floor standards.
• Lead the team to handle customer queries using up-to-date product knowledge.
• Maintain daily club standards: checklists, cleanliness, maintenance follow-ups, safety checks.
• Oversee health and safety tasks, stock take, towel management, locker controls.
• Motivate the team to deliver top-level member experiences and clean facilities.
• Guide sales tours to hit targets based on the Club Manager’s strategy.
• Log and escalate maintenance issues with contractors and suppliers.
• Assist with chasing debtors when required.

Skills

Team leadership

Hospitality experience

Customer service

Communication

Operations management

Problem solving

Education

Hospitality or related degree

Job description

TrainMore seeks a proactive Hospitality Manager to lead the Host team, ensuring exceptional member experience and smooth daily operations across the club. You will drive service standards, product knowledge, and rapid response to queries while maintaining a spotless gym environment.

As the number 2 in the club, you’ll motivate the team to deliver high-impact sales tours, elevate POS performance, and keep the club performing at its peak every day.