Service Ambassador - Secondment, Soweto

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

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

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)

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