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.