Operations Manager - Service - Port Solent

David Lloyd Clubs
Portsmouth, Hampshire
Competitive + Benefits
Closing date
10 Jun 2022
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Operations Manager - Service - Port Solent

Who do I report to?                           General Manager


What’s the purpose of the job?

This is a generic operational role managing the successful and efficient day to day operation of the club while taking on the duty management of the club, ensuring our members receive an excellent experience every day.  In addition, the role will cover specific responsibilities in managing the activities of one of several departments as agreed with the GM.  (These may be rotated from time to time to encourage multi-skilling and development).  


What will I be doing?

  • Regularly acting as Duty Manager, taking accountability for ensuring the smooth operation of the club and ensuring day to day health & safety and compliance regulations are adhered to for everyone in the club while delivering DL Clubs ways of operating and excellence in member experience.
  • Leading my team to deliver compliance and health and safety legislation at all times including full adherence to the completion of prime safety system, crisis management policies, compliance and health and safety audits and following GDPR guidelines.
  • Leading member obsessed service through inspiring leadership.
  • Leading my team to deliver the DL Clubs ways of operating and legislation at all times.
  • Maximising the member experience and member participation through great facility standards and management.
  • Walking all areas of the Club including back of house, studios, pools, kids areas, store rooms and yards etc. ensuring a clean, safe, tidy, efficient and consistent working environment for all, at all times.
  • Taking ownership of and regularly reviewing the Member feedback and Avius system scores, giving recognition and saying “Thank you” to those team members being recognised and taking appropriate actions to further improve the member experience.
  • Lead the Club team in “We Play” activities to ensure that all team members understand the exceptional product and wider programming of the Club.
  • Knowing our club and engaging with members about their activities and seeking ways to improve their experience of DL clubs at every opportunity.
  • Taking ownership of and utilising channels of communication such as Member Surveys, Employee Engagement Surveys, member forums, mystery members etc. to improve the member/team member experience.
  • Taking ownership to resolve member’s queries or complaints.
  • Ensuring the professional recruitment of great people and inducting, managing and developing high performance team.
  • Checking rotas against the Time & Attendance system and approving for payroll.
  • Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver.
  • Checking weekly updates and cascading to all team members to ensure they are continuously abreast of club and company activities.
  • Leading my team to ensure that profit margin and financial targets are achieved and that costs are minimised contributing to the club’s profit and loss performance.
  • Managing stock, repairs and ordering systems, following our operating and finance procedures.
  • Setting stretching but achievable targets for the team and reviewing them on a regular basis.
  • Working with partners and contractors to ensure consistent delivery of the Service Level Agreements.
  • Building good relationships with Club Support and team members to utilise resources for the benefit of all.
  • Participating and sharing knowledge and expertise with peers and other team members.
  • Leading the club opening and closing procedures.
  • Creating and implementing department action and improvement plans where required.
  • Delivering ad hoc activities as required.




Service - Reception, Cleaning

  • Delivering the reception rota to drive labour optimisation and member experience.
  • Managing the Reception teams to be fully conversant in all our products, regulations and administration processes, to enable them to use their understanding to best serve our members with the relevant solutions. Ensuring all feedback is responded to in a timely manner.
  • Managing the contract cleaning team to deliver exceptional cleaning standards and ensure we adopt a one team approach at all times and that all staff understand our values.
  • Working with partners and contractors to ensure safe and consistent delivery of the Service Level Agreements and that contractors sign in correctly.


    Activities - Group Exercise, Swim, Racquets (where applicable), Fitness, Families

  • Managing the Fitness, Group Exercise, Families, Racquets (where applicable) and Swim teams to deliver exceptional standards and ensure we adopt a one team approach at all times and that all staff understand our values.
  • Managing the Group Exercise, Swim, Fitness, Families Co-ordinators and Racquets Manager (where applicable) to ensure all instructors are regularly assessed and coached to deliver exceptional and consistent classes and activities that exceed our members expectations.
  • Working with Group Exercise, Swim, Families Co-ordinators and Racquets Manager (where applicable) to develop programming that fits the members needs and requirements and encouraging maximum participation.
  • Ensuring that all departments are effectively delivering our core products as agreed.
  • Taking ownership of and regularly reviewing Member feedback and Avius system, including the gym experience, group exercise, swim, racquets and families scores giving praise and saying “Thank you” to those team members being recognised and taking appropriate actions to further enhance the member’s experience in departments of responsibility.
  • Making sure that I, my team members and members are in a safe and healthy environment at all times and ensure the needs of the children are a priority in line with the Guide.


Health & Safety - Lifeguards, Maintenance

  • Being the designated Health and Safety Officer responsible for ensuring the club is compliant on all Health and Safety requirements and that all documentation is maintained accurately and reviewed regularly.
  • Being the designated Child Protection Officer who ensures that all requirements of the Children’s Safety Guide are followed at all times, across all departments.
  • Taking ownership for, and championing, all issues relating to inclusion and diversity of members, team members and third parties within their club.
  • Making sure that all team members are trained in line with company expectations. This includes every team member having a health and safety induction on their first day and an up to date HS02 form with monthly training completed in line with the latest training planner. To ensure all new team members are enrolled and complete the appropriate E-Learning modules for their role and that you monitor this across the full Club team. Also, checking that all self-employed staff have completed a HS03 form.
  • Continually ensuring that all team members are trained in Crisis Management Training.
  • Reviewing the Club Senior Manager rota in advance to ensure the Club always has adequate FAW, ER and AED team members on site at all times.
  • Ensuring that all aspects of Prime Safety are completed in line with company guidelines and that all key holders and SMOD’s are competent in Prime Safety compliance and accident/incident reporting.
  • Reviewing Prime Safety regularly to ensure that any trends are picked up and appropriate actions implemented to make our Clubs even safer.
  • Leading a health and safety meeting with all key holders and SMOD’s at least once a month with actions.
  • Conduct a full health and safety audit within the Club on a monthly basis and act on any findings.
  • Complete a monthly pool plant audit and act on any findings. Check the Club has adequate PPO trained staff to safely operate. Review and sign off pool books and pool monitoring checks.
  • Working with partners and contractors to ensure consistent and safe delivery of the Service Level Agreements and that contractors sign in correctly and that any works completed are done in a controlled and safe manner.
  • Managing the team of lifeguards and ensuring the lifeguard rota delivers safety as the priority, with adequate cover at all times when children are in the pool. Maximising member satisfaction at the same time by adjusting the opening times of the outdoor pool to always meet member demand and weather trends.


How will I be measured?

  • Observing me and my team delivering fantastic service and engagement with members.
  • Observing me and my team’s speed and efficiency to react to incidents, issues or complaints.
  • What members, team members or mystery members tell us about me and my team and our facilities.
  • My performance and my team’s performance against our 6 Values.
  • How well myself and my team follow DL Clubs ways of operating.
  • Key KPI’s which will be agreed prior to every 4 monthly cycle
  • 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?

  • The position requires working shifts in accordance with the demand of the business, including working 4 weekend shifts per month and at least one late shift per week
  • Educated to at least A level standard or equivalent with additional Higher Education qualification (HND/Diploma) - desirable.
  • GCSE in English and Maths.
  • Experience in managing a team in a service led facility (e.g. restaurant, attraction, retail unit, sporting or leisure facility) – highly desirable .
  • Experience of duty management responsibilities – highly desirable.
  • Experience of financial planning and management.
  • Passionate about customer service.
  • Excellent communication and collaboration skills.
  • Team player.
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