Service Ambassador
Virgin Active South Africa (Pty) Ltd — Durban, KwaZulu-Natal
Permanent | Posted: 06 March 2025
Your Purpose...
The Service Ambassador is responsible for providing exceptional member experiences across all club areas — from the reception to the exercise floor, studios, swimming facilities, and lounge areas. This role focuses on daily interaction and engagement to enhance member retention.
Your Duties and Responsibilities...
1. Conducting Front of House Duties
- Control access into the facility.
- Communicate with staff, members, and potential members.
- Ensure smooth member experiences from entry to exit.
- Follow operational standards and administration policies.
2. Engaging with Members
- Deliver excellent customer service to achieve NPS and member sentiment targets.
- Promote digital engagement across various platforms.
- Introduce members to online or personalized exercise offerings.
- Build and maintain relationships with members.
- Handle complaints and resolve issues efficiently.
- Encourage participation in fitness events to boost member retention.
3. Delivering the Member Floor Experience
- Promote safe exercise practices.
- Ensure members adhere to club rules and safety protocols.
- Maintain cleanliness on the floor.
4. Participating in Ongoing Training & Self-Development
Our Minimum Requirements...
✅ Grade 12 Senior Certificate or NQF Level 4 equivalent
✅ Reception Academy certification (completed)
✅ Knowledge of digital platforms
✅ Strong understanding of Virgin Active exercise experiences
✅ Comprehensive knowledge of the customer journey
✅ Familiarity with club rules, operating standards, and safety protocols
✅ 12+ months experience in a customer-facing role
✅ Proven problem-solving skills for member queries
✅ Passionate about exercise and wellness
We’d Like You to Have...
- Adaptability — thrive in a fast-paced, evolving environment.
- Curiosity — eager to learn and grow.
- Winning mentality — go the extra mile for success.
- Growth mindset — committed to personal development.
- Strong interpersonal skills (EQ) — build meaningful connections.
- Trustworthiness — always do the right thing.
- First Aid Level 1 certificate — a bonus for safety.
- Decision-making and ownership — take action confidently.
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