Posted 17 days ago
Description
Achieve agreed sales targets by delivering extraordinary end-to-end customer experiences in club
Iconic brand inspiring our Zetland community to live an active life
Full-time gig, free gym membership, discounted personal training, and more benefits
The Virgin Way
At Virgin Active, our people are our special sauce. We create experiences that members remember — and that starts with you.In this role, you bring energy,ownershipand personality to every interaction. You take pride in what you do, support your team, and play your part in delivering a club experience that feels premium,welcomingand consistent — every member, every time.
The impactyou’llmake
You are on the frontline of the member experience.You show up, takeownershipand deliver your role to a high standard — supporting your team, yourmanagerand your club to perform at its best.
What success looks like
Success in this role comes from showing up consistently across five key pillars:
1. People Contribution
You contribute to a positive, high-performing team.
Key accountabilities include:
Show up with a positive attitude and strong work ethic
Take accountability for your role and responsibilities
Support your teammates and contribute toa strong teamculture
Be open to feedback and continuously improve
Communicate clearly and respectfully
Actively contribute to a safe and respectful workplace, free from bullying,harassmentand discrimination
You understand how your role impacts club performance.
Key accountabilities include:
Deliver your role in a way that supports revenue and retention
Promote products,servicesor experiences where appropriate
Work efficiently and productively during your shift
Understand how your actions contribute to club success
3. Operational Excellence
You deliver your role safely, consistently and to standard
Key accountabilities include:
Follow all club processes,systemsand safety requirements
Complete tasks accurately and on time
Maintain a clean,safeand well-presented environment
Be reliable, organised and prepared for your shift
Raise issues early andtake actionwhere appropriate
You deliver a premium member experience, every time.
Key accountabilities include:
Create welcoming,friendlyand professional interactionswith members
Be proactive in helping members and solving problems
Respond positively to feedback and service opportunities
Contribute to a seamless member journey across the club
5. Functional Excellence -MemberService
You are the face of the club - setting the tone for every member experience from the moment they walk in.
This means:
Deliver a warm,confidentand professional arrival and departure experience for every member and guest
Manage reception flow efficiently, including check-ins, enquiries,bookingsand payments
Handle member questions,requestsand issues promptly, taking ownership through to resolution
Maintain strong knowledge of memberships, products,servicesand club offerings
Keep the reception area organised, presentable andrunning smoothly at all times
Support smooth class bookings, accesscontroland member communications
Follow all administrative processes accurately, including data entry,paymentsand system use
Proactively engage members - not just transact, but connect
Escalate issues appropriately and keep your manager informed of risks or recurring themes
Work closely with the wider team to ensure a seamless end-to-end member journey
To land this gig…and your ongoing mindset
You have>1year of relevant experience and flexibility to work a non-traditional schedule.
You have aligned experience. You know whatit’slike to work with a high-profile consumer brand and thrive ondelivering outstanding customer service.You may also have somefitness,retailor hospitalityexperience. A+ for you.
You’repure heart. You show up with care,kindnessand respect. You treat members and teammates well, stay calm under pressure and help create a positive environment for everyone around you.
You see the big picture. You understand that every interaction matters. You know your role plays a part in the overall clubexperienceand you take pride in getting thesmall thingsright.
You expect growth.You’reopen to learning,improvingand trying new things. You take feedback on board and look for ways to get better every shift.
You value people. You support your teammates, build positiverelationshipsand contribute to a culture where people feel included,respectedand motivated.
You take ownership. Youdon’twait to be asked. You step in, followthroughand take responsibility for your role,yourtasksand the member experience.
Youdon’tshy away from tough conversations. You communicate openly and respectfully. If somethingisn’tright, you raise it early and work towards a solution.
What we offer you
- Competitive performance incentives and a seat at the leadership table, giving you real influence, not just responsibility.
- Complimentary club membership for you and a workoutbuddy, so you can live the lifestyle you promote.
- Discounted personal training and wellbeing services to support your own health journey.
Exclusiveperksand discounts with our retail and lifestyle partners. - Flexible working options that support real work-life balance, becauselifedoesn'tstop when you clock on.
- Paid parental leave, so you can focus on what matters most when welcoming your new little human.
- Ongoing personal and professional development, with learning pathways that help you grow your career, not just your role.
- 24/7 confidential wellbeing support through our Employee Assistance Program.
- A workplace built around movement and wellbeing, where energy and community are part of your everyday.
- A fun, human culture - we believegreat resultscome from great energy,connectionand smiles, not just spreadsheets.
Ready for a career r/evolution
Life’s too short for boring jobs. Ifyou’redriven by people,performanceand purpose, this is whereyou belong.
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