Battersea Academy for Skills & Employment
Duty Manager - Educated Body
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Duty Manager: Educated Body (The Spring)
Location: Battersea Power Station
Salary: £14.80 per hour
Hours: 32 hours per week (PT level 2 qualified, PT level 3 desirable)
About The Role
As Duty Manager, you will ensure the delivery of exceptional customer service to residents, guests, and contractors at this premium health and fitness venue. Reporting directly to the Club & Spa Manager, you will oversee daily operations, guest services, facility maintenance, and health and safety compliance.
Responsibilities
General
- Maintain high standards of appearance and personal hygiene as per Educated Body Grooming Protocol
- Demonstrate professionalism in all interactions, ensuring punctuality and etiquette
- Serve as the primary point of contact for all resident and guest queries
- Uphold a friendly, approachable business attitude in all duties
Operations
- Manage inventory for club facilities and supplies
- Coordinate bookings for treatments, personal training, tours, fitness classes, and external practitioner sessions
- Oversee administrative procedures to run the club efficiently
- Maintain a tidy, well-stocked reception area
- Conduct opening and closing procedures, ensuring set-up and closure protocols are followed
- Ensure 100% cleanliness of the entire club through regular documented walk-throughs
- Follow Educated Body Standards and Procedures
- Handle outgoing/incoming packages (FedEx, UPS, etc.) efficiently
- Manage business-related emails and correspondence
- Report guest requests, complaints, or concerns to the Club & Spa Manager with immediate follow-up for resolutions
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Customer Service
- Facilitate residents’ journeys with smooth and welcoming service
- Maintain the highest guest satisfaction standards at all times
- Process enquiries, bookings, and service requests promptly
- Provide a warm welcome to all guests, offering tour orientations to new residents and re-introductions to returning members
- Anticipate and meet residents’ needs with exceptional attentiveness
- Deliver health & fitness advice courtesy to guests as required by policy
- Operate effectively under Educated Body telephone etiquette guidelines
- Carry out resident inductions including:
- Free 30-minute PT session
- Development of a personalised fitness programme
- Manage lost property storage, retrieval, and recording
Facility Management & Maintenance
- Identify and report equipment defects or hazards to ensure safety compliance
- Conduct preventative maintenance checks for both gym equipment and all plant room systems
- Oversee equipment compliance to preventative health and safety regulations
Training & Health & Safety
- Comply fully with all training courses deemed mandatory by Educated Body
- Ensure adherence to Health and Safety at Work Law, proper Hygiene Standards and relevant legislation
- Conduct daily/weekly health & safety checks, including:
- Cleanliness audits across the club (pool, sauna, steam, spa, treatment rooms, changing spaces)
- Spa water tests every 2 hours / pool water tests every 4 hours
- Follow operating procedures (SOP, EAP, PSOP)
- Attend monthly Emergency Responder refresher training
- Act as a Professional Rescuer in an emergency situation to ensure staff, guest and resident safety
- Log and report all maintenance issues needing attention
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Reasonable Additional Tasks
Duty Managers may be assigned unspecified responsibilities, provided they fall within job duties or are requested by the Club & Spa Manager.
Skills & Experience Required
- Excellent written and spoken English with health & hospitality industry knowledge
- Proven experience in a similar duty manager / receptionist / customer service role
- Customer service expertise, both resolving queries and proactively enhancing guest experiences
- Strong organisation skills, meticulous attention to detail
- Exceptional communication and people skills
- Ability to manage multitasking under pressure, seamlessly transitioning between tasks
- Friendly, approachable, and proactive orientation
- Proficiency in Microsoft Office (Word, Excel) at a highly competent level.
- Preference given to candidates with Health and Safety experience or qualifications.
- Preferably, a current holder (or willing to obtain) of RLSS Emergency Responder training or equivalent rescue certification
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