Open Positions at Virgin Active South Africa

Your Purpose...

• To maintain a quality product, delivering great classes and member service.
• To ensure that children are kept entertained and active for the duration of their visit to Club-V and are supervised at all times.
• To effectively manage the 2 consecutive hour rule in Club-V Max.
• To effectively manage sales budgets and targets – equal to or greater than 100%.
• To competently know and adhere to all emergency procedures.
• To ensure all operating standards are met and to have knowledge of all operating standards.
• To actively maintain a clean and safe environment according to Health and Safety Standards and Brand Standards.

Your Duties and Responsibilities...

• To ensure that children are kept entertained and active for the duration of their visit and are supervised at all times.
• To ensure the delivery of activities and camps are of a high standard and are well prepared.
• To ensure that participation stats are logged after each class and bookings are completed for holiday camps.
• To ensure that access stats are timeously loaded on LSR.
• To effectively manage sales budgets and targets – equal to or greater than 100%.
• To ensure that sales administration is in place to avoid expiring contracts.
• To proactively sell Club-V Max to prospective members and get referrals from guests, birthday parties and holiday camps.
• To ensure that all relevant member documentation is received and cards are issued with photographs taken.
• To ensure that complaints are dealt with effectively and confident feedback is given within 24 hours.
• To be able to provide examples of planned activities and activity rosters.
• To maintain control of the Club-V Max environment.
• To report any incidents immediately to the MOD/Club-V Manager.
• To control stock within Club-V Max, including toys, arts and crafts, consumables, cleaning aids etc. using the relevant checklists.

Our Minimum Requirements...

We can’t live without…

• A recognized Fitness Qualification
• A Clear Criminal Check
• Up to date First Aid Training
• Up to date in-house Club-V Training
• Up to date Active Play Training
• Presentation skills
• Group programming skills and able to execute a plan
• Ability to conduct group classes for children
• Able to work on Excel, Word and PowerPoint
• Communication and motivational skills
• Coaching and feedback skills
• Affinity for children
• Ability to entertain children
• Able to conduct physical games and activities with confidence
• Able to set-up and manage timetables
• Able to learn and implement new juniors programmes.

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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 (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

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 (must be able to adapt to a fast paced, changing environment)
• Be curious (must be willing to succeed, seek opportunities to learn and grow)
• Have a winning mentality (must be willing to go over and above to achieve success)
• Must be motivated to achieve success.
• A commitment to making a difference in people’s lives.
• A Growth mindset
• The ability to work independently.
• Trustworthiness (must always act in doing the right thing)
• A drive to create moments of magic for our members.
• The ability to make decisions and take ownership and responsibility for the decision.
• Action orientation
• Administer First Aid (valid First Aid Level 1 certificate)
• Excellent relationship-building skills
• Problem-solving skills
• Good communication skills
• Ability to resolve conflict

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Your Purpose...

• To make exercise irresistible
• To be recognized as the premier brand for extraordinary swim experiences for all ages, driven by an exceptional value for money learn to swim program.

Your Duties and Responsibilities...

• Daily management of a comprehensive swim programme which includes group and individual swim lesson outlines for both adults and children.
• Continual development of the Swim programme, additional programming requirements (including holiday activities).
• Conduct regular marketing and promotion activities of the swim offering to members.
• Management of the administrative duties such as revenue and budget management including regular reporting as and when required
• Direct people management responsibilities for the swim instructors.

 People Management

• Responsible for all recruitment processes for your team, and ensure they are recruited against the VASA values and requirements
• Ensure staff comply with the legislated training requirements and remain up to date with the compulsory training requirements and take advantage of the other training if they wish to.
• Ensure all Swim employees adhere to emergency procedures and are fully aware of health and safety responsibilities.
• Provide day to day management and leadership to the team, encouraging the highest standards of member service, safety and brand standards.
• Carry out regular 1:1 meetings and fully documented bi-annual Performance Promise conversations with each team member.
• Contribute to weekly Head of Department meetings and ensure that the swim team receive the appropriate communication to perform their job to the best of their ability.
• Ensure that all Swim employees comply with the Virgin Active brand standards, and that employees are well presented in accordance with the uniform policy at all times.
• Make sure all current staff are water-safe and provide swim lessons to staff members in need.

Members

• Develop and implement a monthly programme timetable of creative and innovative lessons that support the Virgin Active brand and ensure sign off from National Swim Manager before publishing the timetable.
• Ensure that all scheduled lessons take place. Scheduled lessons at Virgin Active are never cancelled.
• Ensure that all lessons meet Virgin Active standards. Ensure that all lessons on the timetable are taught at the advertised level and format by regularly observing instructors and lessons delivered.
• Proactively monitor attendance to ensure lessons are well attended and use that information to adjust programmes to suit member needs for each lesson type and timeslot.
• Take responsibility for soliciting, listening to and responding to member and instructor concerns and feedback in relation to the scheduling of lessons, the instruction given, and the environment provided.
• Ensure all complaints are followed up within 24 hours and that the Club General Manager and National Swim Manager are kept fully up to date via a weekly report and more frequent updates if needed on serious issues.
• Be fully involved in the creation of a fun, lively and creative atmosphere for all members. Take part in activities, programs and events in the Club which are engaging, generate revenue and promote retention.
• Keep abreast of information on all club facilities, programmes, social events, member suggestions in order to ensure you are fully aware of what is going on across the club and can be an important link between members and all other departments.
• Be actively involved in NPS and proactively seek to drive the club’s score wherever possible.
• Ensure the Swim team are aware of the importance of member retention and understand their role in influencing members who are considering leaving the club, to stay.
• Ensure that pool areas are always safe (for example considering temperature, equipment, obstacles, number of participants etc) and if necessary, reinforce pool regulations with members in order to further maintain their own and others’ safety.
• Ensure that all equipment and supplies are always in safe working order and that an adequate quantity is available.

Swim Department

• Manage and develop the department to ensure it achieves its maximum potential and that all targets are achieved and where possible exceeded.
• Manage the Swim budget, ensuring all financial targets are achieved, as agreed with the National Swim Manager and Club General Manager.
• Manage departmental FTE and costs in line with budget and produce effective rotas to optimise the resource available.
• Ensure the correct salaries and wages are paid to product department employees, ensuring that the correct in-house rates are used for payment of all lessons taught.
• Ensure all the Swim team are aware of the importance of membership sales and continually aim to maximise all sales opportunities within the club.

Ongoing Training and Job Requirements

• Must complete compulsory annual training as is required by Virgin Active
• Must complete the annual refresher in First Aid / AED.
• Must always have a clear criminal record (annual police clearance checks will be conducted)

Our Minimum Requirements...

We can't live without...

• Matric Qualification
• A Recognised Swim Qualification. (Swim SA or equivalent)
• First aid level 1 and AED Qualification
• Police Clearance Certificate
• Must have completed a Pro-active HOD training programme.
• Must have 1-2 years’ experience within a similar HOD (managing a swim programme of a similar nature)/ management role.
• Must have around 2-3 years’ experience as a swim instructor or coach
• Must have worked in an environment which provides exceptional customer experiences.
• Must have previous administration experience and be comfortable with Microsoft office.
• Must be highly numerate with sound financial acumen.