Poolside - Club All Rounder

Colonial Group; Sydney; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Free gym membership

Discounted personal training

Flexible work options

Parental leave

Job summary

Colonial Group in Sydney is hiring for a guest-focused role supporting member experiences across front desk, café, and club spaces. You’ll warmly welcome members, answer queries, process bookings and payments, and maintain spotless, safe facilities. The role blends on-floor service with behind-the-scenes operations to uphold a premium brand.

Job description

In a nutshell

This gig is all about delivering extraordinary end-to-end member experiences while keeping the club running like a well-oiled machine. You’ll be equally at home welcoming members and resolving queries, as you are ensuring our spaces are spotless, safe and set up for success.

You’re the ultimate all-rounder — creating moments that delight members on the floor or at the café, while quietly sweating the details behind the scenes to keep our club looking and feeling premium at all times.

A day in the life

Member experience & sales

• Welcome members and prospects with warmth, energy and genuine care — helping them find whatever they need (and sometimes what they didn’t know they needed yet).
• Deliver heartfelt service at every touchpoint, including answering queries about classes, memberships and facilities, supporting bookings, processing payments and resolving general enquiries.
• Create a flawless new-member experience through a non-intimidating sign-up and thoughtful onboarding so their first visit feels effortless.
• Handle feedback, concerns and complaints with confidence, empathy and professionalism.
• Support retention by delivering a seamless and considered break‑up experience and offering relevant solutions to re-engage members where appropriate.
• Stay on top of admin to ensure smooth, accurate and efficient processes.
• Find ways to give that little bit extra… especially when it’s unexpected.
• Be a visible ambassador for our brand values, culture and standards.

Operations, cleanliness & safety

• Ensure studios are sparkling before each class by cleaning equipment (bikes, boxing bags, weights, mirrors and floors) to the highest standard.
• Prepare and clean member equipment in pre-game areas (boxing gloves, cleats, etc.) in line with our premium customer experience.
• Maintain spotless changerooms and bathroom areas so they’re fresh, shiny and always welcoming.
• Ensure all areas of the club — studios, changerooms and common spaces — are safe, clean and presentation‑perfect.
• Advocate safety at all times, including supervision of aquatics areas where relevant.
• Identify, report and follow up on maintenance issues or faults that require technical fixes.

Café & food service (if applicable)

• Prepare and serve coffee, smoothies and café items in line with our menu, recipes and brand standards.
• Deliver consistently high‑quality products that look great and taste even better.
• Champion food safety and hygiene, ensuring compliance with food handling standards, cleaning schedules and documentation.
• Manage café stock including ordering, stock rotation, inventory control and minimising waste.
• Ensure the café space is clean, well‑presented and always ready for service.
• Support menu execution and brand compliance across all café touchpoints.
• Balance speed, quality and connection — never sacrificing service for efficiency.
• Find ways to give that little bit extra… especially when it’s unexpected.
• Be a visible ambassador for our culture, values and premium member experience.
• Whatever a member needs — whether it’s help at reception or the perfect post‑workout coffee — you help them find it

To land this gig… and your ongoing mindset

• You have aligned experience. You know what it’s like to work with a high‑profile consumer brand and thrive on. You may also have some retail or hospitality sector experience. A+ for you
• You value high standards. You understand the impact that both exceptional service and immaculate spaces have on a premium member experience.
• You’re people‑focused. You love connecting with others, solving problems and creating experiences that leave a lasting impression.
• You’re self‑assured and calm under pressure. You listen well, communicate clearly and know when to step in or step up.
• You’re driven and organised. You manage your time well, juggle competing priorities and take pride in getting things done properly.
• You have a can‑do attitude. You think on your feet, adapt quickly and roll with change like a pro.
• You’re safety‑minded and detail‑oriented, with (or willing to obtain) First Aid, Working With Children Check and Pool Lifeguard certification where required.

What success looks like

• Be Yourself – be who you really are
• Go Together – work together as one team
• Work Hard – jump in and get your hands dirty
• Dream Big – reach for the sky

And the additional key result areas for you…

• Employee Experience – connect with teammates… in a way that maximises our employee NPS
• Member Experience – champion the member experience to maximise love levels
• Financial Performance – controlconsumables and boost memberships

What we offer you

• One of the world’s most recognised and exciting brands
• A culture that’s all about inspiring people to live an active life
• A free membership for you (and your buddy) to workout at our clubs
• Discounted personal training
• Special deals with our retail and service partners
• Work/life balance with flexible options
• Paid parental leave to spend time with your new little human
• Regular personal and professional and development
• Confidential 24-hour support via our employee assistance program
• Fun. It’s part of our success. We prefer smiles to graphs. We like to be human rather than corporate.