Receptionist

Description: Are you passionate about providing exceptional service and enhancing member experiences? As a Service Ambassador, you’ll play a crucial role in engaging our members and supporting their fitness journey across various areas of our facility. From our service/reception area to the exercise floor, studios, and swimming facilities, you will ensure that every interaction reflects our commitment to excellence. This role is essential for member retention and satisfaction, both in-club and online.

Duties and Responsibilities:

• Conducting Front of House Duties:
  • Control access into the facility.
  • Communicate and provide information to staff, members, and prospective members.
  • Deliver on member needs and experiences from entry to exit.
  • Adhere to operational standards, and administration policies and procedures.
• Engaging with Members:
  • Provide excellent customer service to achieve NPS and member sentiment score targets.
  • Drive digital engagement with members through our evolving digital platforms.
  • Introduce members to personalized online or digital exercise offerings.
  • Build and maintain strong member relations.
  • Resolve complaints and issues effectively.
  • Engage members in fitness initiatives and events to enhance retention.
• Delivering the Member Floor Experience:
  • Promote safe exercise practices.
  • Manage adherence to club rules and safety protocols.
  • Maintain cleanliness and order on the floor.
• Participating in Ongoing Training & Self-Development:
  • Commit to continuous learning and development to enhance your role and service delivery.

Minimum Requirements:

• Essential Qualifications:
  • Grade 12 Senior Certificate or NQF Level 4 equivalent.
  • Successful completion of Reception Academy.
  • Good understanding and knowledge of digital platforms.
  • Sound knowledge of Virgin Active exercise experiences.
  • Comprehensive understanding of the customer journey and desired experience.
  • Minimum of 12 months experience in a face-to-face customer-facing role.
  • Proven ability to resolve member questions and queries.
  • Passionate about exercise and wellness.
• Skills and Attributes:
  • Adaptability to a fast-paced, changing environment.
  • Curiosity and willingness to learn and grow.
  • A winning mentality and motivation to achieve success.
  • Commitment to making a difference in people’s lives.
  • Growth mindset and ability to work independently.
  • Trustworthiness and dedication to doing the right thing.
  • Strong relationship-building and problem-solving skills.
  • Excellent communication and conflict resolution abilities.
  • Valid First Aid Level 1 certificate.

Desired Qualities:

• Knowledge of wellness beyond the health club.
• Ability to make quick and bold decisions.
• Agility and collaborative spirit.
• High interpersonal skills (EQ).

What We Offer:

• An engaging and dynamic work environment.
• Opportunities for professional growth and development.
• A chance to make a significant impact on our members’ lives and experiences.

How to Apply:

Submit your CV and cover letter detailing your qualifications and passion for the role to the provided application handler.

Join us and be a key player in delivering exceptional member experiences and driving our fitness community forward!