Guest Experience Officer

Belgravia Leisure; Brisbane; On-site; AUD 55,000 - 72,000; Full time

Job summary

Belgravia Leisure is seeking a Guest Experience Officer at Albany Creek Leisure Centre. You will lead a team to deliver an exceptional guest experience, train and develop staff, and drive subscription memberships across programs, while supporting cafe duties.

The role requires First Aid, CPR, blue card, leadership experience, strong sales KPIs, cash handling, and flexible hours including early mornings, weeknights and weekends. We value diverse applicants and provide accessibility adjustments.

Qualifications

• Current First Aid Certificate (Level 2).
• Current CPR and Blue Card.
• Experience leading a team to hit sales targets.
• Ability to work independently and in a team.

Responsibilities

• Achieve set sales targets and drive membership subscriptions.
• Provide exceptional guest experience in person and over the phone.
• Deliver accurate information and handle enquiries per company processes.
• Conduct tours to convert prospects to ongoing memberships.
• Process memberships and data entry according to policy.
• Maintain knowledge of all centre services and activities; cash handling with POS.
• Demonstrate behaviours aligned with Belgravia Leisure values.

Skills

Team leadership

Customer service

Sales targets

Communication skills

Training delivery

Cash handling

Tools

POS system

Job description

QLD, Albany Creek Leisure Centre - Albany Creek 4035

• 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?
• Enjoy a great full time work / life balance with mornings, evenings shifts

This is a great opportunity for passionate and friendly people who enjoy delighting our members and visitors and leave lasting positive impressions!

The Role

As our new Guest Experience Officer, you will lead the team to deliver an exceptional guest experience to all current and prospective guests in line with the Belgravia Leisure Guest Charter. You will train, develop and be accountable for the performance of our Guest Experience Officers and drive all subscription membership results across all programs provided by the facility. You will couple your love of customer service with your previous experience and willingness to work in cafe as well.

Essential

• Current First Aid Certificate (Level 2)
• Current CPR
• Blue card
• Experience in leading a team to achieve collective and individual targets
• Ability to work independently and in a team environment
• Passion for customer experience
• To participate in and deliver ongoing training
• Strong sales culture and understanding of sales-related performance KPIs
• Strong interpersonal skills and the ability to communicate with a diverse range of guests
• Cash Handling and sales experience
• Ability to work early mornings, weeknights and weekend work, as well as outreach opportunities is essential for this role

Desirable

• Similar experience in a fast paced, multi-faceted front facing leadership role
• Sales and memberships related experience
• Experience with a computer based point of sale system

Key Accountabilities

• Achieve set sales targets
• Provide exceptional guest experience in person and over the phone to existing and prospective members and guests
• Provide relevant, 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.

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 includes health clubs, wellness and spa, golf, aquatic and sporting venues in 250 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