Sales & Guest Experience Manager

Belgravia Health and Leisure Group Pty Ltd; City of Melbourne; On-site; AUD 75,000 - 97,000; Full time

Job summary

Belgravia Leisure is seeking a Sales & Guest Experience Manager at the Fawkner Leisure Centre in VIC. You will recruit, train and develop the Guest Experience team to reach member and program enrolment sales targets while delivering outstanding customer service.

You will collaborate with leadership and stakeholders, applying strong business sense to drive overall guest experience and growth. This is a full-time, 90% direct-service role with cash handling and POS responsibilities.

Qualifications

• Experience leading guest experience and sales teams.
• Proven record of achieving member enrolment and sales KPIs.
• Ability to recruit, train and coach staff to deliver exceptional service.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Meet monthly new member and program enrolment targets and KPIs.
• Meet monthly retail budgets and stock control KPIs.
• Support Centre Manager to implement corrective actions for targets.
• Set daily/weekly/monthly growth targets with Centre Manager.
• Lead by example delivering customer-centric experiences in person and over the phone.
• Apply cash handling principles and use POS systems.
• Set rosters aligned to budgets and time/attendance principles.

Skills

Team leadership

Sales targets

Customer experience

Communication

Negotiation

Staff development

Education

National Police Check

Working with Children Check

CPR Certificate

First Aid Certificate (Level 2)

Tools

POS systems

Job description

VIC, Fawkner Leisure Centre - Fawkner 3060

• Have you managed high-performing teams?
• Full time contract
• Future growth opportunities within Belgravia Leisure

Seeking to appoint a suitably qualified and experienced Sales & Guest Experience Manager to build and lead a passionate and engaged guest experience team.

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 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.

This position is a full time position and is a 90% direct service type of role.

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
• 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
• 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

About You

You have experience in leading 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 leading a strong customer experience and sales culture and 5 years’ experience in managing and leading teams. 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

• National Police Check*
• Working with Children Check*
• Current CPR Certificate*
• Current First Aid Certificate (Level 2)*

*If you do not currently hold these qualifications you must be willing to acquire.

The Company

Belgravia Leisureis 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 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 ourchild 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