Sales & Guest Experience Manager

Belgravia Leisure; Burpengary; On-site; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Career development

Free club access

Work-life balance

Job summary

Belgravia Leisure is seeking a Sales & Guest Experience Manager at the Burpengary Regional Aquatic & Leisure Centre. You will lead Guest Experience staff, drive member sales, and deliver outstanding service while partnering with leadership to execute growth plans.

You will recruit, train, and develop the team to meet KPIs, and you will foster a culture of innovation and customer focus to enhance the guest journey.

Qualifications

• Police check and safety certifications are required.
• Compliance with Working with Vulnerable People rules.
• CPR and First Aid certifications needed.

Responsibilities

• Meet monthly new member and enrolment targets.
• Meet monthly retail budgets and stock control KPIs.
• Maintain NPS and mystery shop scores in line with KPIs.
• Collaborate with the Centre Manager to implement action plans.
• Set new member and growth targets with leadership on a daily/weekly/monthly basis.
• Lead by example delivering exceptional guest experiences in person and by phone.
• Process memberships and data entry per company procedures.
• Apply cash handling principles and use POS systems.
• Set rosters in line with budgets and attendance rules.

Skills

National Police Check

Working with Vulnerable People

CPR

First Aid Level 2

Legal working rights in Australia

Job description

• Great career paths and development with an entrepreneurial organisation
• Attractive remuneration + free club access
• Enjoy a great work / life balance with mornings, evenings and weekend classes

QLD, Burpengary Regional Aquatic & Leisure Centre - Burpengary 4505

• Great career paths and development with an entrepreneurial organisation
• Attractive remuneration + free club access
• Enjoy a great work / life balance with mornings, evenings and weekend classes

This is a great opportunity for a passionate and friendly leader who enjoys delighting our members and visitors.

The Role

As the Sales & Guest Experience Manager you will be a strong people leader who will be responsible for the recruitment, ongoing training and development of all Guest Experience staff to meet new member and program enrolment sales targets and KPIs. You will deliver and drive exceptional customer service and a culture of innovation. You will develop and execute plans through engagement with the leadership team and key stakeholders. With strong business acumen, experience in sales and delivering exceptional customer service you will continue to drive the overall experience of our guests.

The Guest Experience Manager’s Key Accountabilities Include

• Meet monthly new member and program enrolment targets and associated KPIs
• Meet monthly retail budgets and stock control KPIs
• Maintain NPS and mystery shop scores in line with KPIs adopted by Belgravia Leisure
• Work with and support the Centre Manager to implement corrective action plans, specifically related to meeting monthly membership and program enrolment targets
• In consultation with the Centre Manager, set new member and growth targets on a daily/weekly/monthly basis
• Lead by example by provide exceptional customer centric guest experiences in person and over the phone to existing and prospective members and guests
• Process memberships and data entry in line with company processes
• Apply sound cash handling principles and use of Point of Sale (POS) systems
• Set rosters in line with the business budgets and the four principles of time and attendance

Essential Skills And Qualifications

• National Police Check
• Working with Vulnerable People
• Current CPR Certificate
• Current First Aid Certificate (Level 2)
• Legal working rights in Australia

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 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 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