Duty Manager – Reynolds Fitness Spas
* Reports To: General Manager / Club Manager
* Location: Reynolds Fitness Spa, Bexley
* Employment Type: Full-time (Shift-based, including evenings and weekends)
* Salary: £28,000 Basic (£35,000 OTE)
Role Overview
The Duty Manager is the operational heartbeat of the club during their shift. You are responsible for the seamless execution of daily operations, driving commercial performance through membership and spa sales, and maintaining uncompromising standards of cleanliness and safety. You will lead the team by example, ensuring every member receives a premium experience.
Key Responsibilities
Operations & Standards Excellence
* Total Facility Ownership: Take full accountability for the presentation of the gym floor, poolside areas, Thermal Suite, studios, spa, and changing rooms.
* Rigorous Inspections: Taking a proactive approach ensuring hourly facility "walk-rounds" are completed to identify and immediately rectify any lapses in cleanliness, equipment maintenance, or brand standards.
* Opening/Closing Integrity: Execute strict security and operational protocols for club opening and lock-up, ensuring the building is safe and ready for trade
* Cash Handling: Taking accountability of all cash handling and ensuring any discrepancies are accounted for and Reports filed to the General Manager.
Commercial Drive (Sales & Revenue)
* Active Sales Participation: Lead from the front by conducting high-quality club tours, managing walk-in enquiries, and closing membership sales.
* Spa & Ancillary Upselling: Proactively promote spa treatments and retail products to members, ensuring the team hits daily appointment and revenue targets.
* Retention Focus: Identify "at-risk" members through floor engagement and execute onboarding sessions to maximize long-term commitment.
Team Leadership & Engagement
* Real-Time Supervision: Direct the workflow of fitness instructors, receptionists, and therapists, ensuring they are productive, visible, and adhering to service scripts.
* Performance Coaching: Provide immediate "on-the-floor" feedback to staff regarding their performance and conduct brief shift meetings to align the team on daily goals.
* Conflict Resolution: Act as the primary point of escalation for member concerns, resolving issues with a "solutions-first" mindset to maintain high satisfaction.
Health, Safety & Compliance
* Incident Command: Serve as the Lead First Aider and Fire Marshal during shifts, managing all emergency procedures with calm authority.
* Risk Mitigation: Ensure all health and safety checks are updated accurately and that any equipment defects are cordoned off and reported for repair instantly.
Key Performance Indicators (KPIs)
Your performance will be measured against the following metrics:
* Membership Sales - Achievement of personal and shift-based new joiner targets.
* Spa & Retail Sales - Monthly growth in spa bookings and secondary spend (retail/PT) during shifts.
* Customer Satisfaction - Maintain positive Spa Day guest and member feedback for your specific shifts.
* Operational Standards - Consistent internal cleanliness audits and facility checklists.
* Staff Engagement - Team attendance rates, completion of assigned tasks, and staff feedback scores.
* H&S Compliance - 100% accuracy of Completion of Daily checklist and incident reporting.