Hospitality Manager

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

For 15 years, TrainMore has been the gym people in the Netherlands actually choose to go to. With over 50 clubs across Holland, we’ve spent a decade and a half getting this right — and we’re not shy about what makes us different.

We’ve built a gym culture where showing up feels good, every time. Where the energy on the floor does half the work, and the people around you do the rest. UK, we’ve been looking at you for a while. We think you’re ready for more.

As Hospitality Manager, you will ignite the Host team to deliver an unforgettable member experience, fueling standout service, sharp product knowledge, and unbeatable club standards. As the number 2 in the club, own the buzz of daily operations by keeping the gym floor spotless, member areas shining, and systems running smoothly, all while tackling queries and maintenance needs with speed and confidence. Lead by example to inspire the team to deliver dynamic, high‑impact sales tours that smash KPIS (See KPIS for more information), elevate POS performance, and keep the club performing at its peak every single day.

Key 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 (regular walk arounds, clearing up weights etc) 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 elevate 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

Key KPIS for the the role:

• Joiners
• Retention
• Vending
• Club experience – mystery shops and audit

Skills, Knowledge and Experience

• Experience supervising or leading a team in a hospitality setting
• Background in commercial economics, sports education, hospitality or similar relevance
• Demonstrable Experience of 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.