Experience - Service Manager
Core
Lead front-of-house operations, team development, and member service delivery to ensure a premium club experience.
Role type
Senior IC service manager (front-of-house)
Builds
Club member experience, team performance, operational efficiency
Domain
Fitness & Wellness / Hospitality
Required skills
Team leadership, commercial acumen, operational management, service standards, conflict resolution, data analysis, budget management, recruitment, rostering, stakeholder partnership
Preferred skills
Virgin Active Host Strategy implementation, aquatic service oversight, NPS/CSAT analysis, first aid certification
Technologies
Club management systems, NPS/CSAT tools, scheduling software
Responsibilities
Lead, coach, and develop a high-performing team; drive revenue, retention, and commercial KPIs; ensure safe and compliant club operations; champion exceptional service standards; implement the Virgin Active Host Strategy; manage front-of-house workflows and member feedback; oversee aquatic service delivery.
Seniority
Senior, hands-on IC
