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 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
Deliver excellent customer service (experiences) throughout the club to achieve NPS and member sentiment score targets
Drive digital engagement with members on our various platforms as our digital offering evolves
Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
Retain members
Build member relations
Resolve complaints for each member or incident
Engage members to our fitness initiatives (events) to increase member retention
Delivering the Member Floor Experience
Promote safe exercise
Manage member adherence to club rules and standards
Manage member adherence to safety protocol
Maintain the cleanliness of the floor
Participating in Ongoing Training & Self-Development
Our Minimum Requirements...
We cannot live without...
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 the desired customer experience
Sound knowledge of club rules, operating standards and safety protocol
Minimum of 12 months experience within a face to face customer facing role
Proven ability to resolve member questions and queries
Embody the business values
People centric
Passionate about exercise
We'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 mindset
The 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 orientation
Administer First Aid (valid First Aid Level 1 certificate)
Excellent relationship-building skills
Problem-solving skills
Good communication skills
Ability to resolve conflict
We'd love you to have...
Wellness knowledge, beyond the health club
The 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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