ELAINE COOPER
Edinburgh
Summary
Dynamic leader with expertise in inspirational people leadership and coaching, driving commercial and financial success through strategic management of EBITDAR, P&L, margins, stock, and labour. Proven track record in enhancing member experience strategy and service excellence while ensuring health & safety compliance through rigorous audits and standards management. Skilled in operational excellence, action planning, KPI delivery, recruitment, training, performance management, and project delivery including Padel launch and events. Adept at complaint resolution, member engagement, contractor and supplier management with strong communication and stakeholder engagement skills. Committed to fostering cross-departmental collaboration to achieve organisational goals.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work history
Assistant General Manager
David Lloyd Edinburgh
Edinburgh
10.2023 - 11.2025
- Working closely with General Manager to deliver club targets, drive EBITDAR, and ensure exceptional member experience across all departments.
- Key Responsibilities
- Regularly deputise for GM, leading full operation and ensuring all compliance, H&S and service standards are met daily.
- Lead Health & Safety Reception, Cleaning, Spa (where relevant) and Administration teams, ensuring excellent operational delivery, financial control, labour scheduling and member experience.
- Create and implement club action plans based on 4-monthly cycle; drive KPIs through coaching, accountability and collaboration.
- Resolve member queries and complaints with solutions-focused, member-obsessed approach, escalating appropriately.
- Recruit, induct, manage and develop high-performance teams whilst role modelling DL values and behaviours.
- Build strong relationships with contractors, suppliers, and Club Support to ensure high standards and operational consistency.
- Deliver projects, initiatives and improvements agreed with GM.
- Support sales & retention strategies through insight, coaching and operational enhancement.
- Key Achievements
- Successfully completed Step Up to GM development programme, demonstrating readiness for full club leadership.
- Contributed significantly to culture transformation within club — driving motivation, celebrating success, and embedding feedback-seeking behaviours across teams.
- Actively reduced complaints by focusing on quick resolution, ownership and proactive communication.
- Recently developed Reception/Lifeguard/Ops into applying to become successful Ops Manager, showcasing strong coaching and talent development.
Clubroom Manager
David Lloyd Edinburgh
Edinburgh
03.2018 - 10.2023
- Led all aspects of Food & Beverage operations, delivering exceptional service, strong commercial performance and consistent club standards.
- Key Responsibilities
- Led large F&B team, ensuring compliance, service excellence and commercial performance.
- Delivered high standards through obsessive attention to detail, daily walkarounds, weekly audits and See It, Fix It culture.
- Coached team to deliver SEE5 service and embody DL values.
- Controlled labour, stock, menu knowledge, portioning and prime cost indicators to achieve margin targets.
- Played central role in delivering member events, social activities and clubroom engagement initiatives.
- Managed recruitment, 1-2-1s, training, engagement actions and performance management of all F&B team members.
- Reviewed daily dashboards and KPIs to drive department performance.
- Key Achievements
- Delivered Green NSF audit scores consistently, ensuring top-tier compliance and standards.
- Transformed Clubroom team by replacing 35% of workforce to achieve higher-quality, service-led team.
- Achieved tight stock controls, reducing wastage and protecting margin.
- Awarded Clubroom of Year 2018.
- Delivered exceptional member experience through ever changing operational challenges of COVID, maintaining standards and service adaptability.
Club Support
David Lloyd Edinburgh
Edinburgh
02.2010 - 03.2018
- Supported and upheld operational standards club-wide, acting regularly as Duty Manager and ensuring outstanding member experience.
- Key Responsibilities
- Delivered consistent health & safety, compliance and operational standards across all departments.
- Ensured full adherence to prime safety system, audits, crisis management and GDPR.
- Supported all departments to maintain exceptional club standards at all times through daily walks, See It, Fix It and rapid problem-solving.
- Led and participated in “We Play” activities to drive engagement and knowledge of club programming.
- Recruited and coached team members, reviewing rotas, approving payroll and supporting labour optimisation.
- Used member surveys, feedback platforms and mystery member results to drive improvements.
- Supported all departments including operations, clubroom, kids, lifeguards, fitness and reception.
- Key Achievements
- Contributed to achieving Health & Safety compliance consistently across club.
- Supported departments to maintain operational excellence and strong audit outcomes.
- Completed CIEH training to support food safety and operational compliance.
Education
GCSEs - English, Maths, Science + others
St Agustines High School
Edinburgh 08.1983 - 06.1989
Skills
- Inspirational people leadership & coaching
- Commercial & financial acumen (EBITDAR, P&L, margins, stock, labour)
- Member Experience strategy & service excellence
- Health & Safety & compliance leadership (NSF, audits, Prime Safety)
- Operational excellence & standards management
- Action planning & KPI delivery (4-month cycle)
- Recruitment, training & performance management
- Project delivery (Padel launch, events, improvements)
- Complaint resolution & member engagement
- Contractor & supplier management
- Cross-departmental collaboration
- Strong communication & stakeholder engagement
EDUCATION & TRAINING
- CIEH Food Safety
- First Aid Training
- Insights Discovery
- Situational Leadership
- STAR/Notion Coaching Training
- Step Up to General Manager Programme
- DL Ways of Working & Compliance Training
ADDITIONAL HIGHLIGHTS
- Delivered the Padel project launch, contributing to 220+ member taster sessions and strong early participation.
- Strong reputation for member engagement, visibility in the club and relationship-building.
- Known for creating a motivated, positive culture, driving ME improvements through feedback, recognition and coaching.
- Confident in managing complex operational challenges, contractor relationships and large-scale team structures.
Timeline
Assistant General Manager
David Lloyd Edinburgh
10.2023 - 11.2025
Clubroom Manager
David Lloyd Edinburgh
03.2018 - 10.2023
Club Support
David Lloyd Edinburgh
02.2010 - 03.2018
GCSEs - English, Maths, Science + others
St Agustines High School
08.1983 - 06.1989