MEMBER EXPERIENCE

• Deal with member queries and escalations from Front of House with respect, knowledge, and empathy – actively pursue resolution;
• Manage staff coverage throughout the day; covering front of house, valets, and gym desk during breaks to ensure service standards are maintained;
• Monitor towel deliveries and proactively resolve stock issues;
• Lost property – record items, manage safe sign in-out, distribute to member in accordance with procedure;
• Address locker issues – members locked out, maintenance etc.;
• Invite member feedback during Club walkarounds, document, and follow-up on this.

FACILITY MANAGEMENT

• Open and close the Club, following all checklists and security measures with a high level of accuracy;
• Where cleaning standards haven’t been met, document and escalate accordingly;
• Must be aware of all departmental operational issues on the day, including in the MediSpa and The Door W4;
• Conduct daily safety tests and escalate accordingly;
• Pool, spa, and sauna tests – check levels, calibrate;
• Fire and alarm safety and systems;
• Security – monitor car park barriers, CCTV – escalate accordingly;
• Timely accident reporting and offer suggestion for preventative measures, report to RIDDOR if necessary;
• Report maintenance issues to internal team or external contractors – where cost involved, escalate to DGM/GM;
• Manage maintenance spreadsheet in shared folder, assigning priority levels;
• Ensure cleanliness is maintained at Concierge desk, duty manager office, and Front of House;
• Assist in studio set up, including moving spin bikes;
• Assist in events set up, including moving tables.

ADMINISTRATION AND REPORTING

• Complete DM Report with accuracy and appropriate detail, following up on action points or assigning responsibility;
• Proactively raise ideas for improvement to checklists, standards, and reporting;
• Attend weekly DM meeting and provide insight on behalf of team;
• Report stock requirements and raise to DGM for sign-off;
• Manage email inbox, action requests, share information with your colleagues, and follow-up;
• Obtain cash-up and financial reporting for Reception from Front of House staff – review discrepancies;
• Manager bar cash-up;
• Keep record of petty cash withdrawals;
• Record studio class attendance;
• Record towel deliveries;
• Coordinate daily briefing with kitchen staff to ensure team aware of specials, menu limitations, and engage Front of House team in feedback Report to DGM.

ASSIGNED TASKS AND PROJECTS

Each Duty Manager holds overall responsibility for one of the below separate areas:

• First Aid checklists and stock
• Bar ordering
• Monthly towel invoicing for therapists in the Clinic
• Permanent lockers
• Front of House checklists
• Art displays

Required Qualifications to Maintain:

• First Aid
• Pool Responder
• Swimming Pool Water Treatment L2
• Food Hygiene Level 2
• Maintain thorough knowledge of the Fire Evacuation plan

Experience Required:

• Previous experience in a Front of House (ideally as Duty Manager) in similar environment (Health & Fitness, leisure etc);
• Significant customer service experience;
• Ability to problem solve and use initiative;
• Proven ability to guide more junior staff members and work well with senior managers;
• Exceptional communication and relationship building skills;
• Experience successfully managing customer complaints - seeking outcomes that satisfy and please the customer / member, whilst also ensuring the correct business outcomes;
• Ideally demonstrable interest in the health / fitness / wellness space.

If the above interests you and you feel you meet the required experience, please click apply to submit your CV.