Service Ambassador 45h

Virgin Active South Africa (Pty) Ltd; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading fitness club in Gauteng is seeking a Service Ambassador to enhance member experiences. This role involves managing access, delivering exceptional customer service, and ensuring the safety and satisfaction of members. The ideal candidate should have a Grade 12 certificate, digital platform knowledge, and at least a year of experience in customer-facing roles. Passion for fitness and excellent communication skills are essential.

Qualifications

• At least 12 months experience in a face-to-face customer role.
• Good understanding of digital platforms.
• Knowledge of Virgin Active exercise experiences.

Responsibilities

• Control access into the facility.
• Deliver excellent customer service throughout the club.
• Promote safe exercise and manage adherence to club rules.

Skills

Customer service

Communication skills

Problem-solving

Conflict resolution

Education

Grade 12 Senior Certificate or NQF Level 4 equivalent

Tools

Digital platforms

Job description

Your Purpose...

The Service Ambassador is responsible for providing exceptional in-club member experiences using 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 both in-club and online, supporting member retention 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 throughout the club to achieve NPS and member sentiment score targets
• Drive digital engagement with members on various platforms as our digital offerings evolve
  1. Expose members to online or digital exercise offerings that are personalized to meet individual needs
  2. Retain members
     • Build member relations
     • Resolve member complaints or incidents
     • Engage members in fitness initiatives and events to increase retention

Delivering the Member Floor Experience

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

Participating in Ongoing Training & Self-Development

Our Minimum Requirements...

• Grade 12 Senior Certificate or NQF Level 4 equivalent
• Successful completion of Reception Academy
• Good understanding of digital platforms
• Knowledge of Virgin Active exercise experiences
• Understanding of the customer journey and experience
• Knowledge of club rules, standards, and safety protocols
• At least 12 months experience in a face-to-face customer role
• Ability to resolve member questions and queries
• Embodies business values
• People-centric attitude
• Passion for exercise

Preferred qualities include adaptability, curiosity, a winning mentality, motivation, commitment to making a difference, growth mindset, independence, trustworthiness, decision-making ability, action orientation, First Aid certification, relationship-building skills, problem-solving, communication, and conflict resolution skills. Additional desirable qualities include wellness knowledge beyond the health club, quick decision-making, agility, collaboration, and high emotional intelligence.