Service Ambassador 45 Hours

Virgin Active South Africa (Pty) Ltd; Wes-Kaap; On-site; ZAR 100,000 - 167,000; Full time

Job summary

Virgin Active South Africa (Pty) Ltd in the Wes-Kaap region is seeking a Service Ambassador to enhance in-club member experiences, manage front-of-house duties, and drive digital engagement across platforms.

You will engage members from entry to exit, support retention through proactive service, and participate in ongoing training to uphold safety and club standards. The role emphasizes customer-focused service and a growth mindset to create moments of value for members.

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

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 and on digital platforms.
• Drive digital engagement with members on our platforms.
• 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 enforce club rules and safety protocols.
• Maintain floor cleanliness.
• Participate in ongoing training and self-development.

Skills

Customer service

Communication

Digital platforms

First Aid

Problem solving

Conflict resolution

Relationship building

Adaptability

Team player

People focus

Education

Grade 12 / NQF Level 4

Reception Academy

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)