Service Ambassador
Your Purpose:
The Service Ambassador is responsible for delivering exceptional in-club member experiences using available tools and platforms across areas such as our service/reception area, exercise floor, studios, swimming facilities, and extended lounge areas.
This role engages members across all offerings in the club, as well as online, to support retention 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 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
1. Expose members to online or digital exercise offerings that are personalized/tailored to meet individual member needs
2. 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
1. Manage member adherence to club rules and standards
2. 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)