Your Purpose...The Service Ambassador is responsible for providing exceptional in-club member experiences using the available tools and platforms across areas such as our service/reception area, exercise floor, studios, swimming facilities, and extended lounge areas. This role is key in engaging our members across all offerings in club as well as online. This role supports the retention of our members through daily interaction and engagement.Your Duties And Responsibilities...Conducting Front of House DutiesControl access into the facilityCommunicate and provide information to staff, members, and prospective membersDeliver on member needs and experiences from entry to exitAdhere to operational standards, and administration policies and proceduresEngaging with MembersDeliver excellent customer service (experiences) throughout the club to achieve NPS and member sentiment score targetsDrive digital engagement with members on our various platforms as our digital offering evolvesExpose members to online or digital exercise offerings that are personalised / tailored to meet individual member needsRetain membersBuild member relationsResolve complaints for each member or incidentEngage members to our fitness initiatives (events) to increase member retentionDelivering The Member Floor ExperiencePromote safe exerciseManage member adherence to club rules and standardsManage member adherence to safety protocolMaintain the cleanliness of the floorParticipating in Ongoing Training & Self-DevelopmentOur Minimum Requirements...We cannot live without...Grade 12 Senior Certificate or NQF Level 4 equivalentSuccessful completion of Reception AcademyGood understanding and knowledge of digital platformsSound knowledge of Virgin Active exercise experiencesComprehensive understanding of the customer journey and the desired customer experienceSound knowledge of club rules, operating standards, and safety protocolMinimum of 12 months experience within a face-to-face customer-facing roleProven ability to resolve member questions and queriesEmbody the business valuesPeople centricPassionate about exerciseWe'd like you to have…Adaptability (must be able to adapt to a fast-paced, changing environment)Be curious (must be willing to succeed, seek opportunities to learn and grow)Have a winning mentality (must be willing to go over and above to achieve success)Must be motivated to achieve success.A commitment to making a difference in people's lives.A Growth mindsetThe ability to work independently.Trustworthiness (must always act in doing the right thing)A drive to create moments of magic for our members.The ability to make decisions and take ownership and responsibility for the decision.Action orientationAdminister First Aid (valid First Aid Level 1 certificate)Excellent relationship-building skillsProblem-solving skillsGood communication skillsAbility to resolve conflictWe'd love you to have...Wellness knowledge, beyond the health clubThe ability to make quick and bold decisions.The ability to be agile.The ability to be collaborative.High Interpersonal skills (EQ)
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