Duty Manager - Knowsley
Who do I report to? Member Experience Manager
What’s the purpose of the job?
Responsible for the day-to-day operation of the club when working as a Duty Manager. Leadership of the service team to deliver service excellence throughout the Club, giving our members a market leading experience on every visit. Ensuring the safe operation of the club when leading a shift and constantly looking to improve facility and experience standards.
What will I be doing? Running the day-to-day operation of the club as a Duty Manager. Ensuring the team and members are in a safe and healthy environment at all times. Ensuring the team to deliver DL Ways of Working and legislation at all times. Leading the Service team working that day to deliver great service and member engagement. Taking ownership to resolve member’s queries or complaints. In conjunction with other departments and colleagues ensure members are getting the best possible experience on every visit. Take an active role in physically improving the operational standards of their club, using their skills to best member impact. Work with all the Heads of Department to ensure that the club is presented at its optimum level throughout the day, to highlight any potential service issues, and encourage ownership of service recovery. Working alongside the cleaning team to deliver exceptional cleaning standards. Implementing the club opening and closing procedures.
How will I be measured? Delivering individual personal objectives set by the Member Experience Manager annually. What members, team members or mystery members tell us about me and the team and our service. Key KPI’s to include Member Service and Facility feedback. My performance against our objectives and our 6 Values. How well I follow DL Ways of Working. Contribution to the clubs profit and loss performance, member participation and member count. Compliance against all legislative and company audits. Monthly club visits from Regional Manager and/or any other Club Support visitors.
What qualifications, skills and experience do I need? Pool plant experience / PPO qualification – desirable NPLQ lifeguard qualification – desirable Experience of premium hospitality or leisure sector – desirable Can show a genuine passion when engaging with individuals Can demonstrate excellence in customer service Strong listening and collaboration skills High levels of tenacity and resilience Team player