Duty Manager

Description

The On-Duty Manager (ODM) plays a key leadership role in ensuring a safe, welcoming and engaging environment for all members and guests. This role supports daily club operations, assists staff, and serves as a visible point of leadership during assigned shifts. The ODM balances excellent member service with consistent enforcement of club policies and standards.

• Be highly visible and available to meet the needs of members and guests throughout the facility
• Promote a positive, healthy culture and help members to feel engaged in programs, services and activities
• Handle member concerns and challenging situations with empathy, patience, and professionalism
• Uphold and enforce club rules, regulations, and policies to ensure safety and consistency
• Take appropriate action when working with juniors, prioritizing safety, respect, and adherence to club guidelines
• Use sound judgement and common sense when making decisions independently
• Remain calm and composed in high pressure or conflict situations
• Provide leadership and direction to staff, encouraging teamwork and accountability
• Support front desk and membership operations as needed
• Step in to assist staff across departments when needed
• Be responsible for cleanliness of club, including overseeing janitorial staff when they are here but also taking the lead during hours the janitorial staff is not on premises
• Willingly cover open shifts when available and provide flexible support based on club needs
• Open and close the club facilities according to established procedures

• Strong customer service and interpersonal communication skills
• Leadership experience in a sports, fitness, recreation, or hospitality environment preferred
• Ability to manage conflict and enforce policies while maintaining positive member relationships
• Comfortable working independently and making timely decisions
• Ability to remain calm in stressful situations
• Team-oriented mindset with a willingness to assist wherever needed
• Ability to work at least 4 shifts per month. Shifts are weekday nights and weekend early or late shift
• Ability to move freely, including climbing stairs, walking for long periods of time
• Ability to carry 30lbs
• CPR / AED certification (Club provides training at no cost to employees)