Work-Force
As a Service Ambassador, you will be instrumental in creating exceptional experiences for our club members across various facilities and services. Your role involves engaging with members, ensuring adherence to club standards, and supporting member retention through excellent customer service and effective use of digital platforms.
Duties and Responsibilities:
- Front of House Duties:
- Control access into the facility and ensure a secure environment.
- Communicate effectively with staff, members, and prospective members.
- Provide information and assistance from entry to exit, ensuring a smooth member experience.
- Adhere to operational standards, policies, and procedures.
- Member Engagement:
- Deliver outstanding customer service to achieve Net Promoter Score (NPS) and member sentiment targets.
- Drive digital engagement by leveraging various platforms and evolving digital offerings.
- Introduce members to personalized online or digital exercise offerings tailored to their needs.
- Build and maintain strong member relations.
- Resolve complaints and incidents promptly and effectively.
- Promote and engage members in fitness initiatives and events to boost retention.
- Member Floor Experience:
- Promote safe exercise practices and ensure adherence to club rules and safety protocols.
- Maintain the cleanliness and organization of the exercise floor.
- Manage member compliance with club standards.
- Training and Self-Development:
- Participate in ongoing training and professional development.
- Stay updated with industry trends and club offerings to continually enhance member experiences.
Minimum Requirements:
- Education:
- Grade 12 Senior Certificate or NQF Level 4 equivalent.
- Successful completion of Reception Academy.
- Experience:
- Minimum of 12 months in a face-to-face customer-facing role.
- Skills and Knowledge:
- Good understanding of digital platforms and Virgin Active exercise experiences.
- Comprehensive knowledge of the customer journey and desired experience.
- Familiarity with club rules, operating standards, and safety protocols.
- Proven ability to resolve member questions and queries.
- First Aid Level 1 certificate.
- Personal Attributes:
- People-centric and passionate about exercise.
- Adaptable to a fast-paced, changing environment.
- Curious and committed to personal growth and success.
- Motivated to make a difference in members’ lives.
- High trustworthiness, decision-making, and problem-solving abilities.
- Excellent relationship-building and communication skills.
Desirable Attributes:
- Wellness knowledge beyond the health club.
- Ability to make quick, bold decisions and be agile.
- Strong collaboration skills and high emotional intelligence (EQ).
Benefits:
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- Competitive salary package.
- Opportunities for professional growth and development.
- Dynamic work environment with a focus on member satisfaction and well-being.
If you are dedicated to providing exceptional service, thrive in a dynamic environment, and have a passion for fitness and member engagement, we encourage you to apply for the Service Amb