Guest Experience and Membership Lead
1 week ago
The Sales and Guest Experience Coordinator reports directly to the Venue Manager, leading a team to deliver exceptional guest experiences. This role involves training, developing, and being accountable for frontline staff performance and driving subscription membership results across all programs provided by the facility.
This is a people-driven leadership position that requires strong written and verbal communication skills and the ability to monitor and track performance through data and process adherence.
Key Responsibilities:
- Train and develop frontline staff to meet sales targets and deliver exceptional guest experiences.
- Maintain set new member and growth targets on a daily, weekly, and monthly basis.
- Provide exceptional guest experience in person and over the phone to existing and prospective members and guests.
- Offer relevant and accurate information and an excellent experience to prospective members by handling enquiries in line with company processes and systems.
- Assist in lead generation through digital and traditional marketing activities.
- Conduct tours of the centre/facility as necessary to turn prospective members/guests into ongoing members.
- Attend and participate in centre senior leadership meetings and projects.
Skillset:
- Experience in a sales and customer-facing environment.
- Leadership experience in the health, fitness, leisure, or recreation industries.
- A solid understanding of business needs and processes, including KPIs, budgets, and service standards.
- Ability to motivate teams to reach targets.
- A people person with exceptional interpersonal skills.
- Familiarity with social media platforms.
- Flexibility to work days, evenings, and weekends.
- National Police Check and Working with Children Check.
- First aid and CPR certification.
- Experience in team leadership, training, and development.
About Belgravia Leisure:
We are a well-known venue in Melbourne's eastern suburbs, renowned for our facilities and customer service. Our patrons enjoy various programs and facilities suitable for all ages, including swimming classes, gym memberships, group fitness classes, a cafe, merchandise, childcare, function rooms, and pools.
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