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Service Ambassador - Table Bay Mall

Service Ambassador - Table Bay Mall

Virgin Active South AfricaZA
5 days ago
Job description

Job title : Service Ambassador - Table Bay Mall

Job Location : Western Cape,

Deadline : September 28, 2025

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Job Description

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 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 (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

    • We'd love you to have...

  • Wellness knowledge, beyond the health club
  • The ability to make quick and bold decisions.
  • The ability to be agile.
  • The ability to be collaborative.
  • High Interpersonal skills (EQ)

    • Closing Date  28 September 2025

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