Service Ambassador - Durban

• 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.

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
• Expose members to online or digital exercise offerings that are personalised / tailored to meet individual member needs
• 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
• Manage member adherence to club rules and standards
• Manage member adherence to safety protocol
• Maintain the cleanliness of the floor

Participating in Ongoing Training & Self-Development

• 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

• 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