Member Experience Host: Wellness Club Concierge

Virgin Active; Greater London; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

34 days annual leave (approx.)

The Peoples Pension contributions

Complimentary Virgin Active membership

Club discounts and partner perks

Salary Finance access

Health and wellbeing support

Dexters corporate letting services

Job summary

Virgin Active in London/Greater London is hiring 2 Member Journey Hosts to act as the welcoming heartbeat of the club. You will bridge members with the Virgin Active community, spotting disengagement and reigniting motivation through personalised outreach.

You will connect members to PTs, group classes, and wellness services, contributing to a high-energy, guest-centric culture where ongoing hospitality and community are valued.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with ability to connect quickly and genuinely.
• 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 with members.
• Participate in daily service huddles and share insights.
• Proactively reconnect with non-responders and at-risk members.
• Monitor and act on member lists to support re-engagement and retention.
• Identify disengagement signs and develop tailored re-engagement strategies.
• Recognise and celebrate member milestones and achievements.
• Act as a concierge, linking members to PTs, classes, and events.
• Deliver daily 'Hum' moments and support experiences that delight.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer service experience

Job description

Virgin Active in London/Greater London is hiring 2 Member Journey Hosts to act as the welcoming heartbeat of the club. You will bridge members with the Virgin Active community, spotting disengagement and reigniting motivation through personalised outreach.

You will connect members to PTs, group classes, and wellness services, contributing to a high-energy, guest-centric culture where ongoing hospitality and community are valued.