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Guest Experience Manager
VIC, WaterMarc Banyule - Greensborough 3088
  • Great career paths and development with an entrepreneurial organisation
  • Free facility access 
  • Opportunity to make a real difference to our community 

This is a great opportunity for a passionate and friendly leader who enjoys delighting our members and visitors


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 150 locations across Australia and New Zealand. 


The Role


As our Guest Experience Manager, you will lead the team to deliver an exceptional guest experience to all current and prospective guests in line with the Belgravia Leisure Guest Charter. You will train, develop and be accountable for the performance of our Guest Experience Officers and drive all subscription membership results across all programs provided by the facility. You will also be responsible for the efficient operation of childcare in accordance with operational policy. 


You will couple your love of customer service with your previous experience in sales. This is the ultimate role to show case your leadership skills together with your selling skills


  • Current First Aid Certificate (Level 2)
  • Current CPR
  • National Police Check
  • Experience in leading a team to achieve collective and individual targets
  • Ability to work independently and in a team environment
  • Passion for customer experience
  • To participate in and deliver ongoing training
  • Strong sales culture and understanding of sales-related performance KPIs
  • Strong interpersonal skills and the ability to communicate with a diverse range of guests
  • Cash Handling and sales experience
  • Ability to work early mornings, weeknights and weekend work, as well as outreach opportunities is essential for this role


  • Similar experience in a fast paced, multi-faceted front facing leadership role
  • Sales and memberships related experience
  • Experience with a computer based point of sale system


Key Accountabilities

  • Train and develop front-line staff to meet sales targets, and deliver exceptional guest experiences in line with Belgravia Leisure’s Guest Experience charter
  • Support the childcare operations and assist with growth of the program 
  • Provide and implement corrective action plans by working closely with the Assistant Centre Manager
  • Meet the set 'New member' and 'Growth' targets on a daily/weekly/monthly basis
  • Provide exceptional guest experience in person and over the phone to existing and prospective members and guests
  • Provide relevant and accurate information and an excellent experience to prospective members by handling enquiries in line with company processes and systems
  • Conduct tours of the facility with the outcome to turn a prospective guest to an ongoing member of the facility
  • Outreach to seek out business to business relationship opportunities, sporting clubs around the local area, attend local community events.
  • Process memberships and data entry in line with company processes and policy
  • Apply sound cash handling principles and use of Point of Sale (POS) systems
  • Set rosters in line with the business budgets
  • To demonstrate behaviours that are consistent with the Belgravia Leisure C.L.E.A.R Values


 If you are a passionate person who realises the tremendous opportunity that this role offers and want to utilise your skills and passion in a health and leisure environment, we want to hear from you!


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