Position: Service Ambassador
Location: Groenkloof, Pretoria, Gauteng
Company: Virgin Active South Africa (Pty) Ltd
Division: Clubs Gauteng North
Job Type: Permanent | Posted: 25 March 2025
Role Overview:
As a Service Ambassador, your main responsibility is to deliver a superior in-club experience to members by engaging with them across various club areas including reception, training zones, studios, swimming pools, and lounges.
You’ll play a vital role in member retention by ensuring a positive, personalized, and seamless journey for all visitors — both in-person and online.
Key Responsibilities:
Front-of-House Operations:
Monitor member access to the facility
Provide information and assistance to members, guests, and colleagues
Ensure member satisfaction from arrival to departure
Follow operational guidelines and complete required administrative tasks
Member Engagement:
Deliver outstanding customer experiences to boost satisfaction and loyalty
Guide members through the club’s digital platforms
Introduce members to online fitness programs tailored to their needs
Build strong relationships and encourage member participation in events
Resolve complaints and ensure member issues are addressed promptly
On the Gym Floor:
Promote safe and effective workout practices
Ensure compliance with club rules and health protocols
Maintain cleanliness and order on the gym floor
Training and Growth:
Participate in continuous learning and development
Minimum Requirements:
Grade 12 / NQF Level 4
Completion of Reception Academy
Familiarity with Virgin Active’s digital tools and exercise programs
Knowledge of the full member journey and club protocols
At least 1 year of experience in a customer-facing role
Ability to resolve queries efficiently
Strong alignment with company values
A passion for fitness and people-focused service
Desirable Traits:
Adaptable and quick to learn
Motivated and goal-driven
Curious with a growth mindset
Confident in taking initiative and making decisions
Trustworthy and customer-focused
Excellent communicator with strong conflict resolution skills
First Aid Level 1 certification
Bonus Attributes:
Knowledge of broader wellness trends
Agile and collaborative mindset
Strong emotional intelligence