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About the Role
This role focuses on delivering exceptional end-to-end member experiences and ensuring the smooth operation of the club. You will be responsible for creating positive member interactions, maintaining pristine facilities, and contributing to a premium club environment.
Responsibilities
- Welcome members and prospects with warmth and care.
- Deliver heartfelt service at every touchpoint, including answering queries about classes, memberships, and facilities.
- Support bookings, process payments, and resolve general inquiries.
- Create a flawless new-member experience through a non-intimidating sign-up and onboarding process.
- Handle feedback, concerns, and complaints with confidence and empathy.
- Support member retention by delivering a seamless break-up experience and offering re-engagement solutions.
- Maintain administrative accuracy and efficiency.
- Go the extra mile to exceed expectations.
- Act as a brand ambassador for company 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 club areas 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.
- 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.
- Manage café stock, including ordering, inventory control, and waste minimization.
- 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 brand ambassador for company culture, values, and premium member experience.
Requirements
- Experience working with a high-profile consumer brand.
- Retail or hospitality sector experience is a plus.
- Understanding of the impact of exceptional service and immaculate spaces on member experience.
- Ability to connect with others, solve problems, and create lasting impressions.
- Self-assuredness and calmness under pressure.
- Strong listening and clear communication skills.
- Ability to manage time effectively and juggle competing priorities.
- Pride in completing tasks properly.
- Ability to think on your feet, adapt quickly, and embrace change.
- Safety-minded and detail-oriented.
- Possession of, or willingness to obtain, First Aid, Working With Children Check, and Pool Lifeguard certification where required.
Skills
- Customer service
- Sales
- Problem-solving
- Communication
- Time management
- Adaptability
- Attention to detail
- Food safety and hygiene
- Inventory control
- Brand ambassadorship
Location
- Onsite
Work Type
- Full-time
Experience Level
- Aligned experience
Education Level
- First Aid certification
- Working With Children Check
- Pool Lifeguard certification
Benefits
- Free membership for employee and a buddy
- Discounted personal training
- Special deals with retail and service partners
- Work/life balance with flexible options
- 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.