Duty Manager - Bath YMCA
Our values:
The post holder will be expected to operate in line with our workplace values, which are:
We are kind
We treat everyone with empathy, respect and compassion. As kind individuals we prioritise the wellbeing of others, offering support and understanding in every interaction. We believe that kindness strengthens our community and creates a positive, inclusive environment where everyone can belong and thrive.
We are curious
We embrace a mindset of lifelong learning and exploration. As curious individuals, we ask questions, seek new perspectives, and are open to discovering innovative solutions. We are driven by a desire to understand, grow, and continually improve both personally and as an organisation.
We are custodians
We care deeply for the legacy and future of our YMCA and the transformative work we do. As custodians, we take pride in protecting and nurturing our assets and our community, ensuring our mission thrives for generations to come. We are active stewards of the planet, making thoughtful choices that contribute to a sustainable future. Through our actions, we honour the trust placed in us to create lasting positive change and safeguard the world we all share.
We are wavemakers
We are bold, innovative and unafraid to challenge the status quo. As wavemakers, we actively create positive change and aim to inspire others. We take initiative, drive progress, and make a meaningful impact on our community and beyond.
We are genuine
We are honest, transparent, and true to our word. As Genuine individuals. we act with integrity and authenticity, building trust and fostering meaningful connections. We stay true to our mission and values, ensuring that our actions consistently reflect who we are and what we stand for.
Role Purpose
The Duty Manager is the senior operational leader on shift and plays a critical role in translating the General Manager’s and Deputy Manager’s expectations into consistent, values-led delivery during live operations.
The role exists to ensure that each shift is safe, well-controlled, guest-focused, and commercially responsible, while acting as the first line of leadership, decision-making, and issue resolution. You will be guest focussed and be that first point of contact for all people that enter the building.
This role is most suitable for someone that can multitask, coordinate between teams, be calm under pressure and always delivers exceptional results.
Role Context
YMCA Bath operates as a fast-paced, high-volume hostel environment with changing operational demands across reception, housekeeping, group bookings, guest management, and safety compliance.
The Duty Manager acts as the senior operational leader during live shifts and is responsible for maintaining operational control across the building in real time.
The role requires:
- Strong situational awareness
- Calm decision-making under pressure
- Effective team coordination
- Consistent communication between departments
The Duty Manager must balance:
- Guest experience
- Operational delivery
- Safety and compliance
- Team performance
- Commercial awareness
Terms of Employment
Contract: Permanent
Salary: £13.51 per hour
Responsible to: General Manager & Deputy Manager of Bath YMCA
Responsible for: Responsible for overseeing day-to-day operations during a specific shift, ensuring everything runs smoothly, safely, and in line with organisational standards. big focus on the guest experience, Health/safety and compliance as well as team leadership where they support, delegate and maintain standards.
Working hours: 37.5 hours a week over 5 days – hours are in a set weekly structure but may alter depending on shift coverage and operational need.
Working Pattern: Monday: 1430 - 2230, Tuesday: 0730 - 1530, Wednesday: 0730 - 1530, Friday: 1430 - 2230, Saturday: 1100 - 1900
Special conditions: This role includes early, late, overnight, and weekend work, with flexibility required for shift cover and site needs
Annual Leave: 5 weeks plus any worked bank holidays, pro rata
Other benefits: These are in line with YMCA Brunel Group current benefits
Core Responsibilities
1. Visible Shift Leadership & Role Modelling
- Act as a visible, confident leader on shift, setting the tone for professionalism, warmth, and accountability.
- Lead by example in guest-facing behaviour, decision-making, and adherence to YMCA Brunel Group values.
- Support and guide colleagues in real time, providing clarity, reassurance, and direction during busy or complex periods.
- Reinforce expectations set by the GM and Deputy Manager through consistent behaviour and communication.
2. Operational Control & Decision-Making on Shift
- Hold full responsibility for the safe and effective running of the building during the shift.
- Prioritise tasks, deploy staff effectively, and adapt plans in response to occupancy levels, incidents, or service demand.
- Ensure arrivals, departures, group bookings, and events are delivered smoothly and to standard.
- Take ownership of operational issues and resolve them within agreed authority levels.
3. Guest Experience, Values & Reputation Protection
- Deliver a welcoming, inclusive, and professional guest experience at all times.
- Proactively address guest feedback and complaints, resolving issues where possible and escalating appropriately.
- Recognise that poor service, inconsistency, or values drift has a direct impact on reputation, occupancy, and financial performance.
4. Safety, Security & Compliance (On Shift Responsibility)
- Act as the responsible person for Health & Safety, fire procedures, safeguarding, and lone working arrangements during the shift.
- Carry out required checks, logs, and inspections accurately.
- Take immediate action where safety or safeguarding is compromised, escalating without delay when thresholds are met.
- Ensure building walks are carried out to oversee H&S around the building and report back to Deputy Manager
- Raise concerns you have to the Deputy Manager.
5. Financial Awareness & Responsible Decision-Making
- Operate with a clear understanding of site performance priorities, budgets, and cost sensitivities.
- Make staffing and service decisions that balance guest experience with efficient use of resources.
- Reinforce the link between daily operational choices, YMCA values, guest satisfaction, and financial outcomes.
Duty Managers do not set or control budgets but are expected to act responsibly within agreed parameters.
6. Team Support, Capability & Development
- Support new starters, agency staff, and less experienced colleagues during shifts.
- Reinforce training standards and safe working practices.
- Identify performance concerns or development potential and feed observations to the Deputy Manager.
- Contribute to a culture of learning, improvement, and accountability.
7. Communication, Handover & Escalation
- Maintain clear, accurate shift handovers, highlighting issues, risks, and required follow-up actions.
- Escalate issues to the Deputy Manager when:
- Safety or safeguarding is at risk
- Reputational damage may occur
- Financial impact exceeds agreed limits
- Issues cannot be resolved within the shift
- Follow the agreed chain of command at all times: Duty Manager → Deputy Manager → General Manager.
Role Boundaries
The Duty Manager role is operational and shift-focused. It does not include budget setting, formal disciplinary authority beyond immediate safety action, or strategic decision-making.
The role is essential to maintaining operational stability, protecting standards, and ensuring that General Manager and Deputy Manager leadership intent is consistently delivered at the front line.
Authority & Accountability
- Duty Managers are accountable for the safe and effective running of the building during their shift
- Hold authority to:
- Direct staff deployment during shift
- Prioritise operational tasks
- Respond to incidents and guest issues
- Make operational decisions within agreed parameters
- Responsible for:
- Shift standards
- Operational communication
- Guest experience during shift
- Compliance execution during operational hours
The role acts with delegated operational authority from the Deputy Manager and General Manager during live operation.
The duties and responsibilities in this job are not restrictive and the post holder may be required to on occasion undertake other duties. This will not substantially change the nature of the post.
Closing Date
19th June 2026 or prior if large amount of applications received
To know more about what YMCA Brunel do and to apply please visit our website:
https://ymca-bg.org/work-for-us/
YMCA Brunel Group is committed to follow safer recruitment guidelines and all candidates will have to demonstrate full employment history, give 2 good references and be DBS checked. In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Pay: £13.51 per hour
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Childcare
- Company events
- Cycle to work scheme
- Employee discount
- Free fitness classes
- Gym membership
- Health & wellbeing programme
- On-site gym
- Sick pay
Work Location: In person
