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Duty Manager / Front of House
The Hogarth Health Club
Chiswick, KSA
Full Time
Manager
Onsite
4 weeks ago
Customer ServiceFacility ManagementFirst AidPool ResponderFood Hygiene Level 2Communication
Free
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Customer ServiceFacility ManagementFirst Aid
About the Role
The Hogarth Health Club in Chiswick is looking for a Duty Manager / Front of House to oversee member experience, facility management, and administration. Responsibilities include handling member queries, managing staff coverage, opening/closing the club, and ensuring safety standards.
Key Skills for This Role
Customer ServiceFacility ManagementFirst AidPool ResponderFood Hygiene Level 2Communication
Responsibilities
- Deal with member queries and escalations from Front of House with respect, knowledge and empathy
- Manage staff coverage throughout the day
- Cover front of house, valets, and gym desk during breaks to maintain service standards
- Open and close the Club, following all checklists and security measures
- Conduct daily safety tests and escalate accordingly
- Report maintenance issues and manage maintenance spreadsheet
- Complete DM Report with accuracy and appropriate detail
- Manage email inbox and action requests
Requirements
- Previous experience in Front of House (ideally as Duty Manager) in similar environment (Health & Fitness, leisure etc)
- Significant customer service experience
- Ability to problem solve and use initiative
- Proven ability to guide junior staff and work well with senior managers
- Exceptional communication and relationship building skills
- Experience managing customer complaints successfully
- First Aid certification
- Pool Responder certification
- Swimming Pool Water Treatment L2
- Food Hygiene Level 2
Full Job Posting
About Us
- 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.
Member Experience
- Deal with member queries and escalations from Front of House with respect, knowledge and empathy.
- 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.
- Address locker issues – members locked out, maintenance etc.
- Invite member feedback during Club walkarounds, document and follow up.
Facility Management
- Open and close the Club, following all checklists and security measures.
- Where cleaning standards haven’t been met, document and escalate accordingly.
- Must be aware of all departmental operational issues on the day.
- Conduct daily safety tests and escalate accordingly.
- Pool, spa and sauna tests – check levels, calibrate.
- Fire and alarm safety and systems.
- Security – monitor car park barriers, CCTV – escalate accordingly.
- Timely accident reporting and offer suggestion for preventative measures.
- Report maintenance issues to internal team or external contractors.
- 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.
Administration and Reporting
- Complete DM Report with accuracy and appropriate detail.
- 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 sign off.
- Manage email inbox, action requests, share information with colleagues.
- Obtain cash up and financial reporting for Reception from Front of House staff.
- Manager bar cash up.
- Keep record of petty cash withdrawals.
- Record studio class attendance; Record towel deliveries.
- Coordinate daily briefing with kitchen staff.
Required Qualifications to Maintain
- First Aid
- Pool Responder
- Swimming Pool Water Treatment L2
- Food Hygiene Level 2
- Maintain thorough knowledge of the Fire Evacuation plan
Experience Required
- Previous experience in a Front of House (ideally as Duty Manager) in similar environment (Health & Fitness, leisure etc).
- Significant customer service experience.
- Ability to problem solve and use initiative.
- Proven ability to guide more junior staff members and work well with senior managers.
- Exceptional communication and relationship building skills.
- Experience successfully managing customer complaints.
- Ideally demonstrable interest in the health / fitness / wellness space.
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