Duty Manager

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.

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.

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.