Service Ambassador x3
Johannesburg, Gauteng
Permanent
Posted 11 November 2024 – Closing Date 17 November 2024
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Job Details
Division
Clubs Gauteng South
Business Unit
Bel Air
Minimum experience
Entry Level
Company primary industry
Health, Wellness and Fitness
Job functional area
Customer Service
Job Description
The Service Ambassador is responsible for offering great in-club member experiences through various tools and platforms, including service/reception, fitness floor, studios, swimming facilities, and extended lounge areas. This function is critical in engaging our members across all club services, as well as online. This function helps to retain our members by facilitating everyday interaction and engagement.
Your Duty and Responsibilities…
Conducting Front of House Duties
- Control access to the facility.
- Communicate and offer information to employees, members, and prospective members.
- Provide member needs and experiences from entry to exit.
- Adhere to operating standards, administrative policies, and procedures.
Engaging with members
- Provide great customer service (experiences) throughout the club to meet NPS and member sentiment score targets.
- Drive digital engagement with members across our various channels as our digital offering evolves.
- Expose members to online or digital fitness offerings that are personalized or adapted to individual member needs.
- Maintain members
- Develop member relations.
- Handle complaints for each member or incident.
- Engage members in our fitness efforts (events) to improve member retention.
Delivering the Member Floor Experience
- Promote safe exercise.
- Manage members’ adherence to club rules and standards.
- Manage members’ adherence to safety protocols.
- Maintain cleanliness on the floor.
- Participate in ongoing training and self-development.
Minimum Requirements…
- Grade 12 Senior Certificate, or NQF Level 4 equivalent.
- Successful completion of Reception Academy.
- Excellent comprehension and knowledge of digital platforms.
- Solid understanding of Virgin Active exercise experiences.
- A thorough awareness of the client journey and the desired customer experience
- Solid understanding of club regulations, operational standards, and safety protocols.
- Minimum of 12 months of experience in a face-to-face customer service role
- Proven competence to answer member questions and queries.
- Embrace the business values.
- focused on people
- Passionate about exercising.
We’d like you to have…
- Adaptability (must be able to adapt to a rapidly changing environment)
- Be interested (must be willing to succeed; seek opportunities to learn and grow).
- Have a winning mindset (must be prepared to go above and beyond to achieve success).
- Must be motivated to succeed.
- A commitment to improving people’s lives.
- A growth attitude.
- The ability to function autonomously.
- Trustworthiness (must always do the right thing)
- We are driven to create magical moments for our members.
- The ability to make decisions while accepting accountability and responsibility for such actions.
- Action orientation
- Administer First Aid (valid First Aid Level 1 certificate).
- Excellent relationship-building abilities
- Problem-solving skills
- Good communication skills.
- Ability to resolve conflict.
We’d love you to have…
- Wellness knowledge goes beyond the health club.
- The ability to make swift, courageous decisions.
- The capability to be nimble.
- The ability to work collaboratively.
- High Interpersonal Skills (EQ)