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- Tasks: Create meaningful connections and inspire members throughout their wellness journey.
- Company: Join Virgin Active, a leader in social wellness and member experience.
- Benefits: 30 days annual leave, complimentary membership, and discounts across Virgin brands.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Be the heartbeat of our club, making every member feel valued and inspired.
- Qualifications: Exceptional communication skills and a passion for hospitality.
The predicted salary is between 20000 - 25000 ÂŁ per year.
Virgin Active are committed to changing people’s lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service.
We take value in recruiting the very best team members who work behind the scenes to support our clubs in delivering a world-class member experience. We are now looking for a Member Journey Host to join our Member Experience & Hospitality Team.
It’s a truly exciting time to be joining Virgin Active. As we continue to evolve into social wellness clubs, the member experience sits at the heart of everything we do. This role plays a vital part in creating emotional connection, building belonging, and ensuring members feel inspired, supported, and cared for throughout their entire journey with us.
The Member Journey Host is the warm, welcoming heartbeat of the club. You are the bridge between our members and the Virgin Active community — spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.
The Role
- Create meaningful emotional connections that make members feel seen, valued, and inspired.
- Participate in daily service huddles, sharing insights, member stories, and hospitality opportunities.
- Proactively reconnect with non-responders and at-risk members through personalised outreach.
- Monitor and act on DDI/Debtor lists, supporting re-engagement and retention.
- Identify early signs of disengagement and create tailored re-engagement strategies.
- Recognise and celebrate member milestones such as birthdays, first classes, and fitness achievements.
- Act as a concierge, connecting members to PTs, group exercise, wellness services, and community events.
- Deliver daily “Hum” moments while supporting “Sing” and “Shout” experiences that surprise and delight.
- Capture and share member stories and hospitality wins to inspire best practice across the club.
- Act as a member advocate, owning interactions end-to-end and ensuring personal follow-up.
- Support daily club readiness, ensuring presentation, atmosphere, and cleanliness meet Virgin Active standards.
Experience
- Exceptional interpersonal and communication skills.
- High emotional intelligence with the ability to connect quickly and genuinely.
- A natural hospitality mindset and passion for people.
- Strong organisation skills with a proactive, solutions-focused approach.
- Experience in hospitality, customer experience, or member-facing environments (desirable).
Our Perks
- 30 days (including bank holidays) annual leave – and we want you to take them.
- Access to The Peoples Pension, with our contributions at 3%.
- Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V.
- We want you to love Virgin Active like we do, so you get discounts across Virgin Active – everything from guest passes to 50% off PT sessions.
- You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2).
- Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
- Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
- Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions.
- We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services – meaning no tenant charges.
- Access to ePoints, offering loads of online discounts to retailers.
- Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors.
Member Journey Host - London employer: Virgin Active
Contact Detail:
Virgin Active Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Journey Host - London
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Virgin Active's values and mission. This way, you can show how your vibe aligns with theirs, making it easier for them to see you as part of the team.
✨Tip Number 2
Practice your people skills! As a Member Journey Host, you'll need to connect with members on a personal level. Role-play common scenarios with friends or family to boost your confidence in handling real-life interactions.
✨Tip Number 3
Be ready to share your stories! Think about times when you've made someone feel valued or inspired. These anecdotes will help you demonstrate your emotional intelligence and hospitality mindset during the interview.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note to express your appreciation. It’s a simple way to stand out and show that you’re genuinely interested in joining the Virgin Active family.
We think you need these skills to ace Member Journey Host - London
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for wellness and hospitality.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Member Journey Host role. Mention specific examples that demonstrate your interpersonal skills and emotional intelligence.
Show Your Enthusiasm: Express your excitement about joining Virgin Active and contributing to the member experience. We love candidates who are genuinely passionate about making a difference in people's lives!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you on the path to joining our amazing team.
How to prepare for a job interview at Virgin Active
✨Know the Brand Inside Out
Before your interview, dive deep into Virgin Active's values and mission. Understand how they aim to change lives through wellness and how you can embody that in your role as a Member Journey Host. This will show your genuine interest and alignment with their goals.
✨Showcase Your Interpersonal Skills
As a Member Journey Host, exceptional communication is key. Prepare examples from your past experiences where you've successfully connected with people, resolved issues, or created memorable moments. This will demonstrate your ability to build emotional connections with members.
✨Be Ready to Discuss Engagement Strategies
Think about how you would approach re-engaging members who may be at risk of disengagement. Have a few tailored strategies in mind that reflect your proactive mindset and solutions-focused approach. This will highlight your readiness to take initiative in the role.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, such as handling a disengaged member or celebrating a member's milestone. Practise your responses to these situations, focusing on how you would create meaningful interactions and ensure members feel valued and inspired.