Case studies: Health and fitness manager: Marie

Marie is health and fitness manager for DG One, a large local authority leisure complex in the centre of Dumfries.

My interest in a career in health and fitness came from my personal passion for keeping fit. I started doing different fitness training certificates and taking classes, gradually working my way up into a management role after doing the HNC in Sport and Recreation Management at my local college. It took me about nine years to achieve my ambition of becoming a manager in a large centre. I'm currently undertaking the ILAM Fitness Management Certificate, which will help greatly with the technical aspects such as spacing equipment, air exchange volumes and temperature.

I like being around people and really enjoy helping them to improve their health, confidence and ability to do things - but it's also fun! I'm more surprised to find that I now enjoy the desk side of the job - extracting information from computer systems to find out how the centre is performing. I firmly believe that 'if you can't measure it, you can't manage it'.

Teamwork is a very important part of my job and I feel fortunate to lead a team where everyone contributes to improvements. I think it's important to consult with people, and to learn from your mistakes in an environment where it is safe to do so. Above all I'm passionate about customer care. Research shows that the more contact new members have with staff, the more likely they are to renew their membership. I still deliver fitness sessions, which helps me keep in contact with customer needs and the 'mood' around the centre.

Of course the job involves long hours and it can be frustrating if you can't develop things because of external factors such as finance or lack of staff. You have to develop a thick skin and not take things personally when customers occasionally give negative feedback. Things move fast so you have think on your feet all the time and not be afraid to change your mind. Sometimes I feel as if I'm juggling balls and spinning plates at the same time, but that's what makes it exciting.

I've seen local authority fitness facilities change immensely over the years, from an emphasis on provision (exercise classes in community halls) to a multi-level membership provision based on a sophisticated marketing approach. The difference in a local authority is that you need to link in with the sports development strategy, such as key target sports or groups. For example, the authority is doing some work on chair-based exercise for elderly people in rest homes in partnership with other agencies. We have also assisted in a pilot project for those recovering from cancer and the effects exercise can have on recovery.

Working your way up in fitness management means you've got to take the rough with the smooth, be prepared to put yourself out and accept that you don't know everything. I've found the best policy is to be open and honest and keep focused on your ultimate goal.