Weekend Duty Manager - Chelsea Health Club & Spa

Reporting to: Deputy General Manager (Chelsea Health Club & Spa)

Working Hours: 20 hours Friday, Saturday & Sunday.

Department: The Chelsea Club Health Club Admin Office

Job Function To be responsible for managing the Health Club & Spa over the weekend operating hours. Working to ensure processes deliver swift, efficient and professional operations across the entire club.

Main Responsibilities:

• Ensure the smooth running of reception whilst on shift
• To display a pleasant manner and positive attitude at all times and to promote a good company image to members and colleagues alike
• Meet & greet all members, members’ guests, prospective members and Spa clients in a professional and friendly manner
• Answer all telephone calls in a prompt and professional manner, direct calls or take and pass on effective messages
• To deal with Member queries/complaints promptly referring them to the management where appropriate. Always log comments in a timely manner
• Adhere to all departmental SOPs
• Use of Brightlime system to correctly book member appointments, monitor attendance, take payments, pass on messages, update member information, enrol new members.
• Duty manager responsibilities
• Responsible for match-day hospitality when required
• Carry out prospective Member’s show rounds
• Sign up new members using correct procedures
• Make telephone calls following up membership enquiry/ leads
• Perform reports from Brightlime as required by management; debtors report, merchandise reports, attendance reports and monitor trends
• Management of sales during duty management hours
• Deal with all incoming enquiries quickly and professionally
• Assist in clubs SOP retention plan
• Follow up on web email enquiries within one hour of receiving them
• Report sales figures at the end of each shift
• Ensure the club operates efficiently, that all staff are on duty at the times they are on the rota
• Monitor all staff breaks and ensure that all departments are covered at the times members need service
• Regularly monitor standards of hygiene and cleanliness throughout the shift
• Responsible in opening and closing the club as required
• Make operational decisions, as required, as the senior management on duty  

Additional responsibilities:

• To be familiar with Fire, Bomb, Health and Safety and emergency procedures
• Perform ad hoc tasks and assist the Manager when needed
• Assist with reception cover when needed e.g. last minute sickness cover, holiday cover

Measures of Performance:

• To provide a welcoming atmosphere for all guests and members, supporting them through their fitness and wellbeing goals.
• To ensure the clientele receives 5-Star customer care..
• SOP manual
• Training Plans Records
• Departmental Meetings Records
• PDP and Appraisals Record
• Members Tours statistics                                              
• H&S Trainings attendance
• Observations

Person Spec:

• Valid working visa for the UK
• Polite and friendly with a commitment to excellent customer service, and a desire to present a professional and corporate image of the Chelsea Club
• Excellent personal presentation
• High level of discretion is essential
• Excellent communication skills both verbal and written
• Excellent customer care skills both face to face and telephone
• Able to work shifts including weekends, early morning and evenings as well as flexibility to cover shifts due to e.g. last minute sickness cover or holiday cover
• Competent in the use of MS Office/ MS Word and MS Excel

Salary & Benefits

• Salary on Application.
• Uniforms provided and free dry cleaning.
• Meals on duty.

The Employee must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst Employees and customers.

The above Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the Club. Uniforms provided and free dry cleaning. Meals available on duty.

Closing Date: 23rd July 2018