For many people, walking into a gym or leisure venue for the first time can feel overwhelming, whether it’s not knowing where to go, feeling out of your comfort zone or like you don’t belong.

At Keilor East Leisure Centre (KELC), Sales & Guest Experience Manager Gulsen Krastic is helping change that by creating an environment where guests feel welcome, supported and comfortable from the moment they arrive.

After beginning a career in the corporate legal world, Gulsen followed a passion for health, fitness and community wellbeing, later spending 11 years running a boxing gym with her husband before joining the Belgravia Leisure team at KELC in September 2024.

Starting as a MOVE Contact Centre Consultant, Gulsen quickly progressed into the Sales & Guest Experience Manager role, where she now leads a team focused on creating positive experiences and strong community connection across the venue.

Venue Manager James Worboyes said Gulsen has played an important role in strengthening the culture and guest experience at the venue. 

“From helping grow the team to strengthen the way we connect with members and guests each day, Gulsen has helped create a welcoming environment where people feel supported getting active and connected within their local community,” James said.

That positive culture is consistently reflected in member feedback captured through Customer Voice surveys, with many highlighting the welcoming atmosphere and supportive team as a key reason they keep coming back. 

Members regularly describe KELC as a “home away from home”, praising the “friendly and helpful staff”, “great atmosphere” and “incredible facilities for all ages”. Others highlight the impact on their confidence, noting they feel “included and comfortable” and supported on their health journey, particularly those who may otherwise feel anxious in a gym environment.

For Gulsen, helping people feel comfortable and welcome is one of the most rewarding parts of the role.

“What I love most about my role is the people, both our members and our team. It’s incredibly rewarding to see the positive feedback come through and hear how supported and welcome our members feel when they’re here,” Gulsen said. 

“When people describe the centre as a place they feel comfortable, included or even a ‘home away from home’, it really reinforces that what we’re doing is making a difference. It creates a real sense of pride and positivity across the whole team.”

Gulsen said one of the biggest lessons throughout her career had been learning the importance of empathy and listening, particularly during difficult guest situations. 

“Often members simply want to be heard. By listening, showing empathy and working together as a team to find solutions, we’re able to turn challenging moments into positive experiences for our members and for each other,” she said.

Drawing on experience from both the corporate world and small business ownership, Gulsen said the role allowed her to combine leadership, sales and community connection while helping people feel supported in their health and fitness journey. 

“As soon as people feel like they belong, it completely changes their experience. That’s what I love most about this industry; being able to help people build confidence, feel connected and enjoy coming back each day,” Gulsen concluded.

To learn more, visit the Keilor East Leisure Centre website.

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