Duty Manager Operations

We are looking for an experienced and confident
Duty Manager
to join our team and play a pivotal role in the smooth and professional day-to-day operation of the Club. This is a highly visible, member-facing position where
exceptional customer service, leadership and attention to detail
are essential. You will lead by example in a fast-paced, hospitality-driven environment, overseeing the Club during your shifts and ensuring our members, guests and colleagues experience the highest standards at all times.

Working across the Club, you will support and coordinate a range of departments including
Welcome Desk, Fitness, Racquets and Food & Beverage
, ensuring every area operates seamlessly and contributes to an outstanding overall experience. You will also be
First Aid at Work trained
, with the confidence to respond professionally and efficiently to incidents, helping to ensure the safety and wellbeing of everyone at the Club.

This is a full-time role working on a rolling rota across seven days, including weekends and Bank Holidays. Candidates must be flexible and available to work a variety of shift patterns, including early starts and late finishes. Shift patterns:

• Monday–Friday: 06:00–14:30 or 14:30–23:00
• Saturday: 07:00–15:00 or 14:30–22:30
• Sunday: 07:00–15:00 or 13:00–21:00

Weekend and Bank Holiday working is an essential requirement of the role.

Key Responsibilities

• Provide strong day-to-day leadership, supporting the Lead Duty Manager and wider Duty Management team to ensure seamless Club operations.
• Set, monitor and ensure completion of daily and weekly operational objectives.
• Maintain the Club’s premium standards of service, presentation and cleanliness.
• Supervise all areas of the Club during shifts, ensuring compliance with standard operating procedures, Club byelaws and Health & Safety policies.
• Work closely with the Head of Operations and Lead Duty Manager to maintain a safe, welcoming and high-performing environment.
• Deliver friendly, consistent and personalised service to members, guests and visitors.
• Champion a member-first culture, leading by example and ensuring the wider team contributes to an exceptional Club experience.
• Communicate Club policies, pool rules and safety regulations clearly and professionally.
• Respond confidently to operational issues, complaints and incidents, taking appropriate action and escalating where necessary.
• Make sound decisions under pressure while maintaining a calm, professional approach.

Skills & Experience

• Proven experience managing leisure or hospitality facilities, preferably within a premium or member-focused environment.
• Experience leading, managing and developing teams within a fast-paced operational setting.
• A strong understanding of customer service, with a proven ability to enhance member experiences and resolve complaints professionally.
• First Aid at Work certification – essential, with confidence responding to medical incidents, including AED use.
• A recognised qualification in Leisure Management, Health & Safety or a related discipline.
• Excellent communication and interpersonal skills, with the confidence to engage with members, guests and colleagues at all levels.
• Strong organisational skills and excellent attention to detail.
• The ability to remain calm, composed and professional under pressure.

Personal Attributes

• Motivated, quality-driven and eager to learn.
• Professional, reliable and adaptable in your approach.
• Confident in building positive relationships and communicating effectively.
• A collaborative team player who leads by example.
• Comfortable making decisions and taking ownership and responsibility.
• Highly organised, with the ability to prioritise, delegate and manage time effectively.
• Takes genuine pride in delivering an exceptional member and guest…