Colets
Duty Manager
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About Us:
Located in the heart of Thames Ditton, our private health club is not just another corporate gym. As a not-for-profit organisation, we pride ourselves on being welcoming, supportive, and independent. We provide a personalised approach to fitness and well-being, creating an environment where members and staff feel valued and inspired.
Job Purpose:
As a Duty Manager, you will play a vital role in the smooth day-to-day running of the club. Reporting to the Operations Manager, you will oversee all aspects of the club during your shift, ensuring a safe, welcoming, and enjoyable experience for members and staff.
Role and Responsibilities:
Members:
- Act as the primary point of contact for members, staff, and visitors during your shift.
- Address member feedback and resolve issues promptly and professionally.
- Build positive relationships with members, ensuring a friendly and personalised experience.
- Handle complaints and follow up with the relevant manager.
People:
- Lead, manage, and motivate the team to deliver exceptional service aligned with our values.
- Support and supervise team members, assisting with lunch cover as needed.
Operations:
- Oversee the smooth running of all departments, including the gym, pool, F&B, squash courts, nursery, reception, beauty services, and cleaning.
- Share Line Manager responsibilities for Reception and Cleaning teams with another Senior Duty Manager.
- Conduct regular facility checks to maintain cleanliness, safety, and maintenance standards.
- Ensure health and safety compliance across all areas.
- Act as Incident Manager and lead during emergencies, including fire evacuations.
- Manage opening and closing procedures, ensuring security at all times.
- Carry out pool tests and support various departments during peak times.
- Supervise events and ensure club security.
- Promptly prepare activity areas, ensuring equipment is safely set up, dismantled, and stored.
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Finance:
- Ensure efficient building operations by switching off unused equipment, lights, and air conditioning units.
Cultural/Values:
- Commit to the company’s values and personality, embedding them into your role.
Our Values:
- Independent: Not-for-profit, inclusive, unpretentious, and trustworthy.
- Supportive: Genuinely caring for our community, members, and each other.
- Welcoming: Doing things differently—not just another corporate gym.
- United: Building a capable team committed to our vision.
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Our Personality:
- Friendly: Enthusiastically engaging with both colleagues and members.
- Motivated: Bringing a positive, can-do energy.
- Proud: Driven to contribute as part of the team.
Our Anchors:
- Create the right environment.
- Be a great place to work.
- Go beyond member satisfaction.
- Fuel surplus to reinvest.
KPIs:
- Member NPS.
Qualifications and Requirements:
- First Aid and Defibrillator certified.
- NPLQ or Emergency Responder qualification preferred.
- Fire Warden certification.
- Customer Service training (preferred).
Preferred Skills and Experience:
- Strong understanding of health and fitness operations.
- Supervisory or managerial experience in leisure or hospitality.
- Leadership and communication skills to inspire and motivate a team.
- Knowledge of health and safety regulations (training can be provided).
- Food Hygiene qualification (or willingness to obtain one).
- Ability to multitask and remain calm under pressure.
Personal Qualities:
- Motivated, friendly, and approachable.
- Proud of delivering high-quality service.
- A proactive, can-do attitude with problem-solving abilities.
- Passionate about making a difference in a not-for-profit environment.
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