Experience Consultant - Wembley Square

Your Purpose...* Is to “change people’s lives for the better through wellness”;

• We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
• This role is accountable to build a sustainable social wellness club community for our valued members.
• To deliver exceptional member experiences by bringing Virgin Active's Social Wellness proposition to life through our Unreasonable Hospitality strategy. The member experience consultant plays a key role in driving member satisfaction, engagement and retention by creating meaningful experiences that make members feel welcomed, valued and inspired to achieve their wellness goals.
• Through unreasonable hospitality the role builds strong member relationships, strengthens the club community and connects members to experiences that support their wholistic wellbeing.
• Ultimately the role contributes to increased member loyalty, advocacy and retention, while ensuring every interaction positively reflects the Virgin Active brand.

Your Duties and Responsibilities...

Member Experience & Hospitality

• Welcome and engage members and guests with genuine, personalised hospitality
• Build meaningful connections and create memorable member experiences
• Recognise member milestones and help create an inclusive, welcoming club community

Member Journey & Engagement

• Welcome , orientate and onboard new members.
• Conduct club tours and support members through their first 90 days
• Connect members with the relevant products, services, classes, wellness experiences, communities and events.
• Proactively identify members who may need additional support or engagement

Member Support & Service Recovery

• Assist with membership queries, bookings, guest access, international access and general enquiries.
• Take ownership of member concerns and complaints through to resolutions
• Keep members informed, follow up where necessary and escalate issues appropriately.
• Manage lost property and other member-related administration.

Club Experience & Readiness

• Complete opening, closing and regular experience checks to ensure the club is welcoming, safe and ready according to brand standards for members.
• Maintain presentation standards across all member areas, studios, recovery, wellness and shared spaces.
• Identify and escalate maintenance, operational or presentation issues.
• Remain visible through the club and proactively assist members.
• Support Manager on Duty responsibilities where required.

Member Advocacy & Continuous Improvement

• Act as the voice of the member by reviewing feedback and identifying recurring themes
• Share member insights and recommend improvements to the club experience.
• Support initiatives that improve member satisfaction, engagement and retention.
• Champion the “every moment matters” philosophy and Unreasonable Hospitality.

Operational Support

• Maintain accurate and timely administration and booking records.
• Support studio, wellness and recovery area readiness.
• Assist members with relevant club technology and equipment.
• Support Manager on Duty responsibilities where trained and required.
• Follow company policies, procedures and operational standards.

Our Minimum Requirements... We can’t live without…

• Grade 12 or equivalent.
• Minimum two years' experience in hospitality, customer service or member experience within luxury brands or retailers
• Excellent communication and interpersonal skills.
• High level of EQ
• Passion for wellness and making a positive difference in someone’s lives.
• Digital fluency
• Ability to work flexible shifts including weekends and public holidays

Core Interpersonal Skills:

• Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
• Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
• Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
• Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes

Operational & leadership Skills Required:

• Attention to Detail, noticing the small things
• Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
• Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
• Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
• Relatability – the capacity to connect with diverse stakeholders across all backgrounds
• Situational Awareness – constantly monitoring the environment to identify members who need support or help
• Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
• Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
• Digital Fluency – must be proficient in new age technology and systems