Duty Manager
- London
- Permanent
- Part-time
- Act as the first point of contact for customers, ensuring an exceptional experience from the moment they enter the studio.
- Handle bookings, payments, and customer queries via email, phone, or face-to-face interactions, ensuring seamless communication and service.
- Lead by example, ensuring the team maintains a high level of customer service and providing resources to meet studio standards.
- Train new starters, ensuring they are aligned with the studio’s values, tone of voice, and service standards.
- Monitor and improve customer service standards, consistently identifying areas of improvement and providing constructive feedback to the team.
- Oversee the studio’s cleanliness and presentation, working closely with the Studio Supervisor to maintain high standards across all areas, including treatment rooms, reception, and bathrooms.
- Drive sales, confidently advising clients on membership and package options, encouraging upselling, and ensuring the entire team is motivated and confident in meeting sales targets.
- Be the face of the brand, ensuring that all clients feel welcomed and valued at every touchpoint during their journey at the studio.
- Ensure that the studio operates efficiently and meets established service standards set by the leadership team.
- Manage stock takes, working with the Studio Supervisor to keep discrepancies under 5% each month.
- Take responsibility for cash-ups, working alongside the team to ensure that all revenue is counted accurately, reconciling discrepancies, and ensuring receipts are stored safely.
- Oversee the ordering process, ensuring stock levels are optimised to support revenue goals.
- Ensure that all Health and Safety procedures are followed, with regular checks and updates to maintain a safe and compliant environment.
- Maintain facilities by overseeing the completion of maintenance checks and addressing any issues promptly.
- Report health and safety hazards in the daily report, escalating issues as required.
- Assist with rota management, stepping in to cover shifts or ensure coverage where needed.
- Collaborate with the Studio Supervisor to manage Front of House (FOH), feed back on team performance, and ensure smooth operations day-to-day.
- Work closely with the Studio Manager and Studio Supervisor to track and drive studio performance, meeting both sales and operational targets.
- Actively manage ClassPass bookings and other booking systems to maximise studio occupancy and revenue.
- Create and maintain a sense of community within the studio, fostering a fun, friendly, and welcoming atmosphere for both new and returning members.
- Proactively identify areas for improvement in studio performance, suggesting creative strategies and ideas to increase membership and engagement.
- The role is dynamic and additional tasks may arise as required to support studio goals and growth.
- Previous proven leadership experience, ideally in a customer-facing role within a fitness or hospitality environment.
- Strong customer service skills, with a focus on ensuring a seamless and positive experience for all clients.
- Ability to multitask and remain calm in a fast-paced environment.
- Excellent communication skills, with the ability to engage with clients and staff at all levels.
- Passionate about people and development, with a focus on team engagement and performance.
- Strong delegation and time management skills.
- Brand ambassador: a genuine enthusiasm for the role, the brand, and its ethos.
- Flexible schedule, with the ability to work 5 days a week, including weekends.