Description

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.

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 (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.
•  Build member relations.
•  Resolve complaints for each member or incident.
•  Engage members to our fitness initiatives (events) to increase member retention.
•  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.

Requirements

•  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.