Service ambassador

Virgin Active South Africa (Pty) Ltd; Durban; Sur place; ZAR 201 000 - 312 000; Plein temps

Résumé du poste

Virgin Active South Africa (Pty) Ltd is seeking a Service Ambassador to deliver outstanding member experiences across the club. You will handle front-of-house duties, engage with members, and promote our digital offerings to enhance retention and satisfaction.

The role emphasizes delivering personalised service, upholding safety rules, and participating in continuous training to grow with the club’s evolving programs and platforms.

Qualifications

• Minimum 12 months experience in a face-to-face customer-facing role.
• Good understanding and knowledge of digital platforms.
• Sound knowledge of Virgin Active exercise experiences.
• Comprehensive understanding of the customer journey and customer experience.
• Sound knowledge of club rules, operating standards and safety protocol.
• Proven ability to resolve member questions and queries.
• Embody the business values and be people-centric.
• Passionate about exercise.

Responsabilités

• Provide front of house duties and control access to the facility.
• Deliver exceptional customer service and information to members and prospective members.
• Engage with members to drive digital platforms and fitness initiatives.
• Maintain the floor experience, safety, and cleanliness.
• Participate in ongoing training and self-development.

Connaissances

Customer service

Communication

Digital platforms knowledge

Relationship-building

Problem-solving

First Aid

Teamwork

Formation

Grade 12 Senior Certificate or NQF Level 4 equivalent

Description du poste

Your Purpose

The Service Ambassador is responsible for providing exceptional in-club member experiences using the available tools and platforms across areas such as our service/reception area, exercise floor, studios, swimming facilities and extended lounge areas. This role is key in engaging our members across all offerings in club as well as online. This role supports the retention of our members through daily interaction and engagement.

Your Duties and Responsibilities

Conducting Front of House Duties

• 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

Engaging with Members

• Deliver excellent customer service (experiences) throughout the club to achieve NPS and member sentiment score targets
• Drive digital engagement with members on our various platforms as our digital offering evolves
  1. Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
  2. Retain members
     • Build member relations
     • Resolve complaints for each member or incident
     • Engage members to our fitness initiatives (events) to increase member retention

Delivering the Member Floor Experience

• Promote safe exercise
  1. Manage member adherence to club rules and standards
  2. Manage member adherence to safety protocol
• Maintain the cleanliness of the floor

Participating in Ongoing Training & Self-Development

Our Minimum Requirements

We cannot live without...

• 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

We'd like you to have…

• Adaptability (must be able to adapt to a fast paced, changing environment)
• Be curious (must be willing to succeed, seek opportunities to learn and grow)
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation
• Administer First Aid (valid First Aid Level 1 certificate)
• Excellent relationship-building skills
• Problem-solving skills
• Good communication skills
• Ability to resolve conflict

We'd love you to have...

• Wellness knowledge, beyond the health club
• The ability to make quick and bold decisions.
• The ability to be agile.
• The ability to be collaborative.
• High Interpersonal skills (EQ)