Duty Manager

Be part of the future of leisure in Peterborough!

Are you passionate about fitness and leisure and focused on creating an excellent customer experience? Do you currently work in a customer-facing role where you thrive on leading by example? If so, we want to hear from you as we currently have two vacancies to fill.

Vivacity is excited to be moving forward in the next phase of its journey as part of Peterborough Culture, Heritage, Learning & Leisure and we need the best people to help us grow. Our new management structure will enable us to develop our leisure facilities across Peterborough to offer our customers a great experience and succeed on our mission to Keep Peterborough Active.

Applicants who do not currently hold a valid NPLQ certificate will be expected to gain this qualification within 12 weeks of joining. We will assist you in obtaining this qualification and we are happy to discuss this with you during your interview.

To ensure the delivery of high-quality customer-focused leisure service acting as the Responsible Manager during any shift at any company Leisure facility
To ensure a safe and healthy environment on-site at all times for customers, staff, and contractors
To provide an excellent customer service experience for all users of our facilities, as well as influence and maximise the income and usage of the facility. To ensure a positive Customer journey to maximise a great reputation, repeat custom, and increase income.
To be responsible for the day-to-day operations of the Leisure facility in line with the company’s operating procedures.
To be responsible for the day-to-day management of leisure staff at our facilities in line with the company’s policies and procedures. Including (but not limited to) training and mentoring, performance management, shift patterns, and attendance
Support with planning and delivery of leisure services across the business.
Key Deliverables

As the responsible manager on shift to:

Manage the day-to-day operation of the relevant facility ensuring a safe, healthy, friendly, positive, customer-focused environment.
Manage the day to day operation of the relevant facility ensuring services are as efficient and effective as possible
Ensure the security of the facility and act as a keyholder at the start and/or end of the day.
Participate in out of hours security alarm ‘call out’ arrangements
Ensure building and plant conditions are maintained within the facility and carried out in accordance with the Company Operating Procedures, Emergency Action Plan, and Health & Safety legislation.
Ensure facilities follow safeguarding policy and procedure to maintain the safest possible environment for customers
Work with other Duty Managers to ensure efficient cost-effective staff rotas are in place with suitably qualified and trained staff, ensuring full compliance with the Working Time Directive.
Ensure daily and weekly financial processes are followed and completed on time including cashing up, reconciliations, and timesheet approval
Ensure all daily records and logs are accurately maintained, including any incident, near misses, and accident reports reported via the Health and Safety online system
Work with other Duty Managers to ensure staff is recruited in a timely manner (in line with Safer Recruitment policy), onboarded successfully, and closely managed and supported through their probation period and beyond.
To monitor, manage and mentor staff to perform at their best, but where needed be responsible for managing poor performance, and investigate potential disciplinary actions
To contribute to the development of the service through ideas, project groups, 121’s and PDR process, etc.
To support promotional initiatives and marketing plans and assist with customer consultation work.
As needed while acting as Duty Manager take part in shifts in any part of the facility as the business needs, i.e. as Life Guard, on Gym Floor, on reception.
To work the necessary shift patterns to ensure the service is appropriately staffed at all times
Any other duties as assigned
Experience requirements
Experience in supervising or managing a team (E)
Experience of working in a service delivery customer focused environment (E)
Experience of working in the Leisure, hospitality, or well-being sector (D)
Experience in delivering great customer service (E)
Experience in dealing with difficult customers (E)
Experience in working across multiple sites (D)
Experience in cash handling and operating a till booking system (D)
Ability to quickly learn new skills (E)
Good working knowledge of Microsoft Office (E)
Qualification requirements
Knowledge of great staff management (E)
A current National Pool Lifeguard Qualification (Pools) or ability to gain (with support from the company) in 12 weeks (E)
GCSEs C grade or above (or equivalent) in English and Maths (D)
A Pool Plant Operator qualification (Pools) or willingness and ability to gain (with support from the company) in 12 weeks (E)
A First Aid at Work qualification or willingness and ability to gain (with support from the company) in 12 weeks (E)
An enhanced DBS disclosure (E)
A full valid driving license or ability to easily get to all facilities (E)
Understand the importance of Health and Safety and its application (E)
Understand the importance of and commitment to Equalities and Diversity and its application (E)
Personal character requirements
Great Customer Service (E)
Effective interpersonal skills (E)
A good team worker (E)
Excellent verbal and written communication skills (E)
A positive can-do attitude (E)
A passion for leisure and fitness services (E)