Member Experience Host - Wellness Club Concierge

Virgin Active & KAUAI; Greater London; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

33 days annual leave (including bank)

The Peoples Pension

Complimentary Virgin Active membership

Discounts on PT sessions

Virgin Group discounts

20% off food & drink at KAUAI

Salary Finance access

6 free counselling sessions

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active invites applications for three Member Journey Host positions in the Acquisitions team. This full-time role (40 hours per week) places you at the welcoming heart of the club, building connections and helping members stay engaged.

You will nurture emotional connections, support daily service huddles, and drive personalised outreach to re-engage members while maintaining club standards and hospitality.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with quick, genuine connections.
• Natural hospitality mindset and passion for people.
• Strong organisation with proactive, solutions-focused approach.
• Experience in hospitality or member-facing environments is 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 DDI/Debtor lists to support re-engagement.
• Identify disengagement signs and craft tailored re-engagement strategies.
• Recognise member milestones and celebrate achievements.
• Act as a concierge connecting members to services and events.
• Deliver daily Hum moments and support Sing/Shout experiences.
• Capture member stories and hospitality wins for best practices.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Experience in hospitality or customer‑

Job description

Virgin Active invites applications for three Member Journey Host positions in the Acquisitions team. This full-time role (40 hours per week) places you at the welcoming heart of the club, building connections and helping members stay engaged.

You will nurture emotional connections, support daily service huddles, and drive personalised outreach to re-engage members while maintaining club standards and hospitality.