Guest Experience Officer

Belgravia Leisure; Bendigo; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Video interview option

Accessibility supported recruitment

Job summary

Belgravia Leisure’s Gurri Wanyarra Wellbeing Centre in Kangaroo Flat seeks a Guest Experience Officer to drive membership sales and provide outstanding service to members and guests. You will engage with customers, answer questions, give tours, and process sign-ups while representing our values in a busy fitness and aquatic facility.

You will work with a friendly team to deliver a welcoming guest experience on weekends and after-hours.

Qualifications

• At least 2 years’ experience in delivering customer service and sales.
• Current First Aid certificate.
• Current CPR certificate.
• Working with Children Check (or equivalent).
• National Police Check completed.
• Willing to acquire any missing qualifications.

Responsibilities

• Achieve set sales targets on a daily basis.
• Provide exceptional guest experience in person and over the phone.
• Provide accurate information to prospective members and handle enquiries.
• Conduct tours to convert prospects into memberships.
• Process memberships and data entry per company policy.
• Maintain knowledge of all centre services and activities.
• Apply cash handling principles and use POS systems.

Skills

Sales

Customer service

Lead generation

Communication

Teamwork

Education

First Aid Certificate (Level 2)

CPR

Working with Children Check

National Police Check

Customer service and sales experience

Tools

POS systems

Data entry

Job description

VIC, Gurri Wanyarra Wellbeing Centre - Kangaroo Flat 3555

• Are you passionate about promoting aquatic and leisure activities to the community
• Do you possess outstanding people skills with the ability to generate leads
• Are you passionate about fitness, love dealing with people and thrive on delivering unbeatable customer service

About The Role

As a Guest Experience Officer you will be a suitably experienced sales person who will be responsible for the acquisition of new memberships for Health and Fitness and Learn to Swim. As part of the team, you will meet new member and program enrolment sales targets and KPIs.

With a strong sales and customer service background, you will have experience in achieving sales targets and delivering exceptional customer service and you will continue to drive the overall experience of our guests.

ESSENTIAL: weekend availability

Key Accountabilities Include

• Achieve set sales targets on a daily basis
• Provide exceptional guest experience in person and over the phone to existing and prospective members and guests
• Provide relevant and accurate information and an excellent experience to prospective members by handling enquiries in line with company processes and systems
• Conduct tours of the centre/facility with the outcome to turn a prospective member to an ongoing subscription
• Process memberships and data entry in line with company processes and policy
• To have a current and informed knowledge of all centre services and activities
• Apply sound cash handling principles and use of Point of Sale (POS) systems
• To demonstrate behaviours that are consistent with the Belgravia Leisure C.L.E.A.R Values

About You

You have experience in working in a team to achieve collective and individual targets. Possessing strong communication skills, you are able to build rapport and positive relationships with people. Ideally you will have at least 2 years’ experience in delivering strong customer experience and sales. With a flair and ability to positively influence and negotiate win‑win outcomes, you lead by example.

You are tech savvy and have strong sales knowledge and understanding of sales‑related performance KPIs. You also have strong interpersonal skills and the ability to communicate with a diverse range of guests. You possess values such as integrity, excellence, courage, openness, respect leadership and accountability.

About The Qualifications

• Current First Aid Certificate (Level 2)
• Current CPR
• Current Working with Children Check (or equivalent)
• Current National Police Check
• Customer service and sales experience
• Experience in achieving collective and individual targets
• Ability to work independently and in a team environment
• Passion for customer experience
• Strong interpersonal skills and the ability to communicate with a diverse range of guests
• If you do not currently hold these qualifications you must be willing to acquire.

About The Company

Belgravia Leisure is part of the Belgravia Health and Leisure Group (BHLG) and is the fastest growing leisure organisation in Australia. Our core areas of business and facilities stewardship include health clubs, wellness and spa, golf, aquatic and sporting venues in 150 locations across Australia and New Zealand.

We are in an exciting period of growth and look to continue to diversify and deliver results while being a strong community citizen. With an annual turnover in excess of $180m, the group are looking for the best and brightest to assist with taking the organisation into the future.

We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability.

We will provide innovative recruitment strategies to remove any barriers that may prevent potential suitable applicants. These includes:

• A dedicated contact person to receive expressions of interest in the job and complete a verbal job application during which the person answers questions over the telephone.
• Allowing a short video submission describing their application for the job
• Allowing a support person during an interview

We're happy to adjust our recruitment process to support accessibility needs - reach out to us at [e-mail]

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.

https://belgraviagroup.com.au/childsafe#statement