Duty Manager​/Front of House

The Duty Manager is an integral role to the Club. You will maintain the Club to high standards on a daily basis, ensuring health and safety, security and cleanliness are maintained. You will manage member queries with clarity and care, ensuring they feel heard. You will proactively look for solutions and know when to escape, with our member’s safety and security in mind.

You are the link between all departments on site, fostering a supportive environment for our members to thrive in. As Duty Manager you play a Senior role in the Front of House team, acting as the 'go-to' when on shift, as well as ensuring Front of House staff are performing roles as required. This is a Monday-Friday role, with varied shifts (some early and late required), plus one weekend shift once every 3 weeks.

As Duty Manager / Front of House you will work some shifts in DM capacity, and some as Front of House team member.

Based in leafy Chiswick, The Hogarth Health Club, part of The Hogarth Group, strives to be West London’s ultimate destination for complete, personalised wellbeing. We are a premium, independent Club that creates a warm and uplifting environment where everyone is supported and inspired to reach their personal best. To expertly combine science-led insight with purposeful innovation across the full spectrum of health and wellbeing, and cultivate a community where we all belong to something truly special.

As a premium, independent Club our mission is to create a warm and uplifting environment where everyone is supported and inspired to reach their personal best. To expertly combine science-led insight with purposeful innovation across the full spectrum of health and wellbeing, and cultivate a community where we all belong to something truly special.

• 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. F

• Open and close the Club, following all checklists and security measures with high level of accuracy;
• Where cleaning standards haven’t been met, document and elevate accordingly;
• Must be aware of all departmental operational issues on the day, including in the Medi Spa and The Door W4;
• Conduct daily safety tests and el;
• Pool, spa and sauna tests – check levels, calibrate;
• Fire and alarm safety and systems;
• Security – monitor car park barriers, CCTV – elevate 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, elevate to DGM/GM;
• Manage maintenance spreadsheet in shared folder, assigning priority levels;
  Ensure cleanliness 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.

• 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…