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About the Role
This role focuses on delivering exceptional member experiences and ensuring the smooth operation of the club. You will be responsible for member engagement, resolving queries, and maintaining the cleanliness, safety, and presentation of club spaces.
Responsibilities
- Welcome members and prospects with warmth, energy, and genuine care.
- Deliver heartfelt service at every touchpoint, including answering queries about classes, memberships, and facilities.
- Support bookings and process payments.
- Resolve general enquiries and handle feedback, concerns, and complaints with confidence, empathy, and professionalism.
- Create a flawless new-member experience through a non-intimidating sign-up and thoughtful onboarding.
- Support member retention by delivering a seamless break-up experience and offering solutions to re-engage members.
- Stay on top of administrative tasks to ensure smooth, accurate, and efficient processes.
- Go the extra mile, especially when it's unexpected.
- Act as a visible ambassador for brand values, culture, and standards.
- Ensure studios are sparkling before each class by cleaning equipment to the highest standard.
- Prepare and clean member equipment in pre-game areas.
- Maintain spotless changerooms and bathroom areas.
- Ensure all areas of the club are safe, clean, and presentation-perfect.
- Advocate for safety at all times, including supervision of aquatics areas where relevant.
- Identify, report, and follow up on maintenance issues or faults.
- Prepare and serve coffee, smoothies, and café items in line with menu and brand standards.
- Deliver consistently high-quality café products.
- Champion food safety and hygiene, ensuring compliance with food handling standards, cleaning schedules, and documentation.
- Manage café stock, including ordering, stock rotation, inventory control, and minimizing waste.
- Ensure the café space is clean, well-presented, and ready for service.
- Support menu execution and brand compliance across all café touchpoints.
- Balance speed, quality, and connection in service delivery.
- Act as a visible ambassador for culture, values, and premium member experience.
Requirements
- Experience working with a high-profile consumer brand.
- Retail or hospitality sector experience is a plus.
- Understanding the impact of exceptional service and immaculate spaces on a premium member experience.
- Ability to connect with others, solve problems, and create lasting impressions.
- Self-assured and calm under pressure.
- Good listening and clear communication skills.
- Ability to manage time effectively and juggle competing priorities.
- Ability to think on your feet, adapt quickly, and handle change.
- Safety-minded and detail-oriented.
- Willingness to obtain First Aid, Working With Children Check, and Pool Lifeguard certification where required.
Skills
- Customer service
- Sales
- Operations management
- Safety advocacy
- Food preparation
- Food safety and hygiene
- Stock management
- Inventory control
- Communication
- Problem-solving
- Time management
- Adaptability
Location
- Club location not specified
Work Type
- Full-time
- Flexible options
Experience Level
- Experience with high-profile consumer brands
- Retail or hospitality experience preferred
Education Level
- First Aid certification (willing to obtain)
- Working With Children Check (willing to obtain)
- Pool Lifeguard certification (willing to obtain)
Benefits
- Free membership for employee and a buddy
- Discounted personal training
- Special deals with retail and service partners
- Paid parental leave
- Regular personal and professional development
- Confidential 24-hour support via employee assistance program
About the Company
- One of the world’s most recognised and exciting brands.
- A culture that’s all about inspiring people to live an active life.
- Fun is part of our success; we prefer smiles to graphs and being human rather than corporate.