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.