Gym Assistant

**Job title:** Experience Assistant **Department:** Customer Service **Reports to:** Member Experience Manager **Direct reports:** Not applicable **The job** **1\.****Host and Engage on the Gym Floor**: As an Experience Assistant, you will act as a friendly and motivating presence on the gym floor. Your primary responsibility is to ensure that members feel welcomed, supported, and motivated to engage with their wellness journey. Whether it's providing encouragement during workouts, assisting members with equipment, or ensuring the overall gym environment is positive and inclusive, you will play a vital role in creating a community that members look forward to returning to. **2\.****Support Group Exercise Classes and Reset Spaces**: You will be responsible for ensuring a seamless experience for members transitioning between group exercise classes. After each class, you will assist in resetting the space, ensuring all equipment is properly stored and the room is ready for the next class. Additionally, you will greet and encourage members after each class, offering positive feedback to help them stay motivated in their fitness journey. **3\.****Ensure a Safe and Respectful Environment for All Members**: You will help maintain a comfortable and respectful environment for all members, especially regarding gender\-segregated areas. It is your responsibility to regularly monitor the changing rooms, ensuring privacy guidelines are followed, and maintaining appropriate attire expectations. You will also ensure that all members have access to high\-quality wellness experiences in our wellness areas, such as the spa pool, cold plunge, steam room, and sauna. By doing so, you will foster an atmosphere where members feel respected, comfortable, and empowered. **Key responsibilities** **1\.****Host and Engage on the Gym Floor** Greet and motivate members as they use the gym floor. Provide friendly, approachable service while ensuring that all equipment and spaces are used safely and efficiently. Encourage members and create an environment where they feel supported and empowered. You will be responsible to open and close the gym floor. **2\.****Support Group Exercise and Reset Areas** After group exercise classes, assist with resetting the space, putting away equipment, and ensuring that the room is ready for the next class. Greet and encourage members as they leave the class, helping them feel motivated and appreciated. **3\.****Monitor Privacy and Respect in Changing Rooms and Wellness Areas** Regularly monitor the female and male spaces: exercise spaces, changing rooms and wellness areas to ensure that members’ privacy is maintained in line with Virgin Active’s cultural guidelines. Address any issues that arise, ensuring that all members adhere to appropriate cultural attire and that privacy is respected. **4\.****Maintain High Wellness Area Standards** Regularly check and maintain the wellness areas, including the spa pool, cold plunge, steam room, and sauna. Ensure these areas are clean, functional, and conducive to relaxation. Offer guidance and assistance to members to ensure they fully benefit from these facilities. **5\.****Deliver Exceptional Service to Members** Provide personalized and heartfelt service to all members, ensuring their needs are met and exceeded. You will actively listen to member feedback and assist in addressing concerns, offering solutions that ensure member satisfaction and retention. **6\.****Assist with Club Operations and Team Collaboration** Work closely with the Customer Service Manager and the rest of the team to ensure efficient club operations. Assist in handling member inquiries and complaints, ensuring smooth operations and seamless communication between departments. Provide feedback and suggest improvements to enhance the member experience. **Key performance indicators** **1\.****Member Satisfaction and Engagement** Achieve positive feedback on member satisfaction surveys regarding gym floor interactions, overall engagement, and the wellness area experience. Additionally, uphold a zero failure policy to ensure that male members do not enter female\-only spaces or experiences, and that privacy and cultural guidelines are strictly followed at all times. **2\.****Wellness Area Usage and Feedback** Ensure that wellness areas such as the spa pool, cold plunge, sauna, and steam room are regularly used, with feedback collected to assess the quality of service provided in these areas. **3\.****Facility Cleanliness and Class Reset Efficiency** Ensure that gym floor and wellness areas are reset promptly and consistently after group exercise classes, maintaining cleanliness and a welcoming atmosphere for all members. **Expectations and Standards** As a Virgin Active team member, you are expected to: **1\.****Embody Virgin Values:** Demonstrate our core values in all interactions with members, colleagues, and stakeholders. Lead by example and be a role model for the Virgin Active ethos. **2\.****Demonstrate the Skills Competencies**: Consistently apply the key skills competencies outlined. These competencies are fundamental to your success and to delivering exceptional member experiences. **3\.****Safety First**: Ensure that the safety and well\-being of our members, guests, and team are always a top priority. Follow all health, safety, and wellness protocols, including emergency procedures, to create a safe and welcoming environment. Regularly assess and mitigate risks to maintain a secure environment for all. **4\.****Deliver Our Brand Standards:** Uphold and deliver Virgin Active’s high brand standards in every aspect of your work. From member interactions to facility maintenance and service delivery, ensure that every experience reflects our commitment to luxury, excellence, and holistic wellness. Your role is key in maintaining our reputation as a premium wellness brand. **5\.****Collaborate Effectively**: Work closely with your colleagues and other departments to ensure seamless operations and a positive experience for both members and staff. Foster a team\-oriented environment where open communication, mutual support, and collaboration are at the forefront of achieving collective goals. **Minimum requirements** 1\. **Minimum of 2 years’ experience** in a customer\-facing role, preferably within food beverage, wellness, or luxury service sectors. 2\. **Outstanding communication skills** with the ability to engage confidently with customers and provide tailored recommendations. 3\. **Exceptional customer service mindset,** consistently going above and beyond to create memorable experiences. 4\. **Ability to demonstrate initiative and adaptability** in a fast\-paced environment, handling multiple tasks effectively. 5\. **Basic knowledge of health, wellness, or fitness principles,** with a genuine passion for the brand and its offerings. **Proven track record of meeting personal performance goals,** including sales targets, customer satisfaction scores, and efficiency metrics. **Qualifications** ------------------ Sports Medicine, Diploma in Health Nutrition, Basic PT qualifications