Member Experience Ambassador

Virgin Active South Africa (Pty) Ltd; Cape Town; On-site; ZAR 150,000 - 210,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd is seeking a Service Ambassador to deliver exceptional in-club experiences across the reception, exercise floor, studios, and lounge areas. You will engage members daily to improve retention and satisfaction, both in-club and online, while upholding operational standards.

You will lead customer service interactions, promote digital offerings, and ensure a welcoming, safe environment. Prior front-facing experience and First Aid certification are preferred.

Qualifications

• Grade 12 Senior Certificate or NQF Level 4 equivalent.
• Successful completion of Reception Academy.
• Good understanding and knowledge of digital platforms.
• Sound knowledge of Virgin Active exercise experiences.
• Comprehensive understanding of the customer journey and the desired customer experience.
• Sound knowledge of club rules, operating standards and safety protocol.
• Minimum of 12 months experience within a face to face customer facing role.
• Proven ability to resolve member questions and queries.
• Embody the business values.
• People centric.
• Passionate about exercise.

Responsibilities

• Control access into the facility.
• Communicate and provide information to staff, members and prospective members.
• Deliver on member needs and experiences from entry to exit.
• Adhere to operational standards, and administration policies and procedures.
• Deliver excellent customer service throughout the club to achieve targets.
• Drive digital engagement with members on our platforms as the digital offering evolves.
• Expose members to online or digital exercise offerings tailored to meet needs.
• Retain members by building relations and resolving complaints.
• Engage members in fitness initiatives to increase retention.
• Promote safe exercise and ensure adherence to club rules and safety protocols.
• Maintain the cleanliness of the floor.

Skills

Customer service

Communication

Problem solving

First Aid

Relationship skills

Conflict resolution

Adaptability

Ownership

Decision making

Teamwork

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

Reception Academy completion

Job description

Virgin Active South Africa (Pty) Ltd is seeking a Service Ambassador to deliver exceptional in-club experiences across the reception, exercise floor, studios, and lounge areas. You will engage members daily to improve retention and satisfaction, both in-club and online, while upholding operational standards.

You will lead customer service interactions, promote digital offerings, and ensure a welcoming, safe environment. Prior front-facing experience and First Aid certification are preferred.