Position: Receptionist
Location: Sandton, Gauteng
Job Type: Permanent
Posted Date: 26 July 2024
Company: Virgin Active South Africa (Pty) Ltd
Job Details
Division: Clubs Gauteng North
Business Unit: Bryan Park
Minimum Experience: Not Applicable
Company Primary Industry: Health, Wellness, and Fitness
Job Functional Area: Customer Service
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 the 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 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 personalized to meet individual member needs.
- Retain members.
- Build member relations.
- Resolve complaints for each member or incident.
- Engage members in 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
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 (ability to adapt to a fast-paced, changing environment).
- Curiosity (willingness to succeed, seek opportunities to learn and grow).
- Winning mentality (willingness to go above and beyond to achieve success).
- Motivation to achieve success.
- Commitment to making a difference in people’s lives.
- A growth mindset.
- Ability to work independently.
- Trustworthiness (always act in doing the right thing).
- Drive to create moments of magic for our members.
- Ability to make decisions and take ownership and responsibility for the decision.
- Action orientation.
- Ability to 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.
- Ability to make quick and bold decisions.
- Agility.
- Collaborative spirit.
- High interpersonal skills (EQ).
Apply Here: Receptionist – Permanent
Receptionist at Virgin Active South Africa
