Service Ambassador

Virgin Active South Africa (Pty) Ltd; Polokwane; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Virgin Active South Africa is seeking a Service Ambassador to deliver exceptional in-club experiences across the reception, exercise floor, studios and lounges. You will engage members daily, support digital initiatives and drive retention through excellent service.

The role requires Grade 12/NQF4, Reception Academy completion, and strong knowledge of Virgin Active offerings and customer journey. A First Aid certificate and 12+ months customer-facing experience are expected.

Qualifications

• Grade 12 or equivalent required.
• Reception Academy completion is required.
• Strong understanding of digital platforms and Virgin Active offerings.
• Knowledge of customer journey and desired experience.
• Familiarity with club rules, safety protocols and operating standards.
• At least 12 months in a face-to-face customer-facing role.
• Ability to resolve member questions and queries.
• Embodies company values and customer-centric approach.

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 member sentiment targets
• Drive digital engagement with members on our platforms as our digital offering evolves
• Retain members by building relations, resolving complaints and promoting fitness initiatives
• Promote safe exercise and manage adherence to club rules and safety protocol
• Maintain cleanliness of the floor and participate in ongoing training

Skills

Customer service

Communication

Digital platforms

Problem-solving

Conflict resolution

First Aid

Team oriented

Adaptability

Sales/upsell

Education

Grade 12 / NQF 4

Reception Academy completion

First Aid Level 1 certificate

Job description

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)