Member Experience Concierge & Engagement Host

clubrugby; Greater London; On-site; Confidential; Full time

Benefits offered by this job

30 days annual leave

Access to The Peoples Pension

Complimentary Virgin Active membership

Discounts across Virgin Group

20% off food and drink at KAUAI

Access to Salary Finance

BUPA employer assistance programme

Complimentary corporate letting services

Online discounts to retailers

Discount on Academy courses

Job summary

Virgin Active is seeking a Member Journey Host in Greater London to create meaningful emotional connections with members and be the heartbeat of the club. The role includes connecting members to services, celebrating milestones, and supporting daily readiness.

The ideal candidate will possess outstanding communication skills and a proactive hospitality mindset. Enjoy generous benefits including complimentary membership for you and a friend, and various discounts across the Virgin Group.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• A natural hospitality mindset and passion for people.
• Strong organisation skills with a proactive, solutions-focused approach.
• Experience in hospitality, customer experience, or member-facing environments (desirable).

Responsibilities

• Create meaningful emotional connections that make members feel seen, valued, and inspired.
• Participate in daily service huddles, sharing insights and member stories.
• Proactively reconnect with non-responders and at-risk members.
• Monitor DDI and Debtor lists to support re-engagement.
• Recognise and celebrate member milestones.
• Act as a concierge, connecting members to PTs and community events.
• Deliver daily 'Hum' moments and support member experiences.
• Capture and share member stories to inspire best practices.
• Act as a member advocate, ensuring personal follow-up.
• Support daily club readiness.

Skills

Exceptional interpersonal and communication skills

High emotional intelligence

Natural hospitality mindset

Strong organisation skills

Job description

Virgin Active is seeking a Member Journey Host in Greater London to create meaningful emotional connections with members and be the heartbeat of the club. The role includes connecting members to services, celebrating milestones, and supporting daily readiness.

The ideal candidate will possess outstanding communication skills and a proactive hospitality mindset. Enjoy generous benefits including complimentary membership for you and a friend, and various discounts across the Virgin Group.