Guest Experience Manager

**VIC, Keilor East Leisure Centre - Keilor East 3033**
- Rare opportunity to be part of opening and managing a new state of the art facility.
- ** 6 Month Full time Contract (Maternity Cover)**:

- Future ongoing and growth opportunities within Belgravia Leisure

**About You**

You have experience in leading a team to achieve collective and individual targets. Possessing strong communication skills, you are able to build rapport and positive relationships with people. Ideally you will have at least 2 years’ experience in leading a strong customer experience and sales culture and 5 years’ experience in managing and leading teams. With a flair and ability to positively influence and negotiate win-win outcomes, you lead by example.

You are tech savvy and have strong sales knowledge and understanding of sales-related performance KPIs. You also have strong interpersonal skills and the ability to communicate with a diverse range of guests. You possess values such as integrity, excellence, courage, openness, respect leadership and accountability.

**About the Site**

The East Keilor Leisure Centre will include a number of facilities that will benefit many of the local community including 50m heated outdoor pool, 25m indoor lap pool, learn to swim pool, warm water program pool, spa, steam and sauna, as well as an indoor water playground for young children.

There will also be multi-purpose rooms for health and fitness classes, gym, wellness, café, family change rooms and creche, all with a high level of regard to disability access.

**About the Role**

A once in a lifetime opportunity for someone who is passionate about delivering the highest level of customer service to open Moonee Valley’s new $52mil Aquatic & Leisure Centre located in East Keilor.

This is an exciting time for Belgravia Leisure as we look to appoint a suitably qualified and experienced **Guest Experience Manager **to build and lead a passionate and engaged guest experience team.

As the Guest Experience Manager you will be a strong people leader who will be responsible for the recruitment, ongoing training and development of all Guest Experience staff to meet new member and program enrolment sales targets and KPIs. You will deliver and drive exceptional customer service and a culture of innovation. The state-of-the-art facility will be known for its adoption of technology and latest industry trends.

You will develop and execute plans through engagement with the leadership team and key stakeholders. With strong business acumen, experience in sales and delivering exceptional customer service you will continue to drive the overall experience of our guests.

The Guest Experience Manager’s key accountabilities include:

- 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 provide 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
- Set rosters in line with the business budgets and the four principles of time and attendance
- Demonstrate behaviours that are consistent with the Belgravia Leisure C.L.E.A.R. Values

**About the Perks**

As a staff member of Belgravia Leisure you will also have access to all the leisure facilities in the Moonee Valley area, including Ascot Vale Leisure Centre and Queens Park Swimming Pool.

**About the Company**

**Belgravia Leisure** is part of the Belgravia Health and Leisure Group (BHLG) and is the fastest growing leisure organisation in Australia. Our core areas of business and facilities stewardship include health clubs, wellness and spa, golf, aquatic and sporting venues in 250 locations across Australia and New Zealand.

We are in an exciting period of growth and look to continue to diversify and deliver results while being a strong community citizen. With an annual turnover in excess of $180m, the group are looking for the best and brightest to assist with taking the organisation into the future.

**About the Qualifications**
- National Police Check*
- Working with Children Check*
- Current CPR Certificate*
- Current First Aid Certificate (Level 2)*
- If you do not currently hold these qualifications you must be willing to acquire.

**Are you Interested?**

If you are a person who is passionate about leisure and want to utilise your skills and experience in the leisure industry, we want to hear from you

**We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait