Carlton Associates is one of the UK's leading providers of educational, training and consultancy support to the leisure, catering and hospitality industries.Action Line


Front Line Skills


The demands placed upon first-level managers in today’s leisure and fitness industry is extreme and increasing; it is not only right, but it is beneficial to the organisation as a whole, if these aspiring facility managers can gain the knowledge, and put this knowledge into practice in their own workplace.

Employers are concerned that there is a lack of training opportunities after people progress from the first phase of their employment. Examples include a lack of understanding of their legal obligations; the inability to ‘sell’ to customers; poor communication skills leading to poor communication within the facility.

The  DUTY MANAGER CERTIFICATE is a very WORK-BASED course and qualification, designed to meet the needs of the industry, and the very specific concerns of employers!

It is a three-module qualification comprising of:-    
PEOPLE MANAGEMENT SKILLS covering Recruitment and Selection; Interviewing Skills; Communication Skills and the Principles of Leadership and Team Working

COMPLYING WITH LEGISLATION covering Managing Legislation; Disability Awareness; Assessing and Managing Risks; Child Protection; Quality Management Systems.

MARKETING AND SALES covering Customer Service; Budgeting and Financial Management; Marketing and Promotions; Sales Techniques.  

Each Unit is delivered over three consecutive days, and in such a way that includes the background to each topic, but also how that topic is introduced into the leisure workplace.

Assessment is made through the production of a satisfactory work-based project, which will include input from the line manager.

Course duration:  9 days,  (in three modules each of three days)