Service Ambassador- Randburg at Virgin Active South Africa

Job Description

• To change people’s lives through wellness. We are passionate about supporting people to lead healthy, fulfilled lives by providing a space where they can focus on their physical, mental and social well-being. Wellness can be confusing. We make it easy, honest, and welcoming for everyone.
• Our mission is to deliver Social Wellness Club experiences that enable people to meet their personal wellness goals, through holistic physical, mental, nutritional and social wellbeing. At Virgin Active wellness is not just about fitness - it’s about creating real experiences that support members in their holistic health journey.
• We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness. We operate as a full-time onsite function - because we believe the best ideas come to life when we’re collaborating in person, sharing thoughts, and building together.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

• Refreshing Real Experiences: Experiences that feel alive — no fake smiles, no dull workouts.
• Real Guidance: Pro advice without the jargon.
• Real Progress: Coaching made just for you, so it actually lasts.
• Real Community: Everyone’s welcome, everyone belongs.
• Real Innovation: Our app keeps you ahead of the curve — never behind.

Your Purpose…

• This role 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

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
• You will be required to work an MOD shift\s from time to time as directed by the business.

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

• Participating in Ongoing Training & Self-Development
• Meet the expected requirements of learning programmes