Member Experience Lead - Club Operations

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

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.