Senior Guest Experience Manager

1 month ago


Gungahlin, Australian Capital Territory, Australia Belgravia Leisure Full time

The Role

We are seeking a highly skilled Sales and Service Delivery Lead to join our team at Belgravia Leisure. In this role, you will be responsible for driving exceptional customer service and sales performance across our guest experience teams.

You will work closely with our leadership team to develop and execute strategic plans that meet sales targets and KPIs. Your strong business acumen and experience in sales and customer service will enable you to drive innovation and deliver results-driven solutions.

Key Accountabilities

  • Meet monthly new member and program enrolment targets and associated KPIs
  • Meet monthly retail budgets and stock control KPIs
  • Maintain NPS and mystery shop scores in line with KPIs adopted by Belgravia Leisure
  • Work with and support the Centre Manager to implement corrective action plans, specifically related to meeting monthly membership and program enrolment targets
  • In consultation with the Centre Manager, set new member and growth targets on a daily/weekly/monthly basis
  • Lead by example by providing exceptional customer-centric guest experiences in person and over the phone to existing and prospective members and guests
  • Process memberships and data entry in line with company processes
  • Apply sound cash handling principles and use of Point of Sale (POS) systems
  • Set rosters in line with the business budgets and the four principles of time and attendance

Essential Skills and Qualifications

  • National Police Check
  • Working with Vulnerable People
  • Current CPR Certificate
  • Current First Aid Certificate (Level 2)
  • Legal working rights in Australia


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