Guest Experience Representative

We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia.

 
We're evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently.

We are Vicinity.

Role purposeThe key purpose of the Guest Experience Representative - Chadstone is to deliver exceptional service, ensuring a welcoming and positive experience for all customers. This role requires outstanding communication and problem-solving skills to assist with enquiries, provide information about services and amenities, and efficiently resolve issues. Serving as a liaison between customers and centre management, the Guest Experience Representative fosters a friendly environment, contributing to overall satisfaction and a high-quality experience. As the first point of contact, this role embodies professionalism, helpfulness, and care, acting as an ambassador for Vicinity's values. Responsibilities include multitasking and prioritising in a dynamic environment, accurately responding to customer requests, offering personalised recommendations, collaborating to maintain high standards, building professional relationships, and positively contributing to the team culture. Each interaction reflects the Vicinity brand and contributes to making every guest's visit smooth, enjoyable, and memorable.

Key Accountabilities 

Customer Service & Experience  

• Provide a warm welcome and fond farewell to all guests, ensuring they feel valued and respected during their visit.
• Answer guest inquiries regarding centre services, stores, and amenities, delivering a positive and memorable experience.
• Assist with gift card sales, handling transactions securely and efficiently, and promoting Chadstone's services such as Handsfree Shopping and the Visitor Lounge.
• Handle guest feedback and complaints professionally, striving to resolve issues and enhance the guest experience.
• Offer accurate and up-to-date information on centre facilities, events, and tourist information to assist guests with their visit.
• Coordinate shuttle bus bookings and provide guidance on transport options to streamline guests' arrivals and departures.
• Proactively address guest inquiries and complaints, finding solutions to enhance satisfaction and resolve issues efficiently.
• Escalate complex guest concerns to the Guest Experience Supervisor when necessary, ensuring timely follow-up.
• Document and report guest feedback or complaints to support ongoing service improvements.

Information, Coordination & Operations    

• Ensure that the customer service desk is always open and inviting, maintaining a safe and efficient environment where the health, welfare, and safety of staff and customers are a priority.
• Communicate with customers across all channels of communication (in-person, phone, and email), consistently demonstrating Vicinity's service standards and representing company values.
• Foster a calm and supportive environment, maintaining professionalism even during challenging interactions.
• Work closely with the Guest Experience Supervisor and team members to ensure smooth operations at the concierge desks.
• Participate in ongoing training and development activities to refine customer service skills and stay updated on new centre services.
• Support initiatives that enhance the guest experience, such as new service offerings or technology improvements.
• Actively contribute to a positive, team-oriented work environment by collaborating and sharing knowledge with team members.

Team Collaboration & Continuous Improvement  

• Support the centre's strategic goals - Growth in Executional Capability, Growth in Productivity, Growth in Consumer Experience, and Growth in Retailer Sales.
• Support and maintain a strong working relationship with retailers and tenancies.
• Respond to retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team for resolution.
• Follow all risk and safety controls, including compliance and emergency management training as required.
• Work closely with the Operations team to ensure efficiency and safety is maintained for staff and customers.
• Support the centre team in the day-to-day contractor management including sign-ins, permits, general enquiries, keys, issues, and assistance, as needed and when applicable.
• Act as the first point of contact to escalate operational issues and complaints when required.
• Provide ad-hoc assistance on administration tasks as required from the centre team.
• Manage customer data including the volume of enquiries, departmental customer complaint reporting and resolution, and retailer requests.
• Complete reporting on gathered information such as the most requested store list and provide to the centre management team to assist in enhancing future customer experiences.
• Engage with retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team to resolve as efficiently as possible.

Key Role Relationships

• Guest Experience & Valet Team
• Centre Management Team
• Operations Team
• Retailers
• Customers

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)    

• An experience professional in a customer-facing role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication skills, multitasking and problem-solving abilities.
• A natural and outgoing people person, happy to approach customers both internal and external.
• Proficient and confident in using technology including Microsoft Office, computer, iPhone, etc., and follow processes with an attention to detail.

CRITICAL KNOWLEDGE (what you need to know)    

• Familiarity with Chadstone's services, including gift card sales, Handsfree Shopping, shuttle bus bookings, and other amenities offered to enhance the guest experience.
• Excellent knowledge of customer related functions, customer service, and local surrounding areas including key transport, tourism, communities, network and councils.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook), and experience in various systems such as POS, PMS, CRM is beneficial.
• Understanding and confidence collaborating with various team members and stakeholders at all levels.
• Skilled in creating a welcoming environment and delivering attentive, personalised service to enhance the guest experience.
• Ability to communicate clearly and confidently, handling guest queries, feedback, and requests with a friendly and professional demeanour.
• Proficient in managing multiple tasks simultaneously, such as answering inquiries, processing transactions, and coordinating with other departments.
• Skilled in quickly identifying and addressing guest concerns, ensuring a smooth and positive resolution.
• Confidence in working independently, making decisions, and managing tasks with minimal supervision while maintaining a high standard of service.
• Strong focus on accuracy when handling guest requests, bookings, transactions, and feedback, ensuring seamless service and operational efficiency.
• Required to work across departments and assist in areas outside the primary role, including providing support between the Valet and Concierge teams to ensure seamless service and uphold Chadstone's commitment to a premium guest experience.
• Thrive independently and collaboratively, positively contributing to team culture with a can-do attitude.
• Proactive, organised, and efficient in all tasks while maintaining a professional and customer-focused approach.
• Confident in handling a variety of enquiries, including transactions and feedback.
• Passionate about providing an exceptional customer experience and bringing the Vicinity brand to life.
• Strong customer service skills and effective multitasking and prioritisation abilities.
• Excellent written and verbal communication skills.

CAPABILITIES (what you can do)

• Collaborate as an Asset Team - Collaborate for best outcomes for asset and team versus best outcome for individual – Foundational.
• Planning & Prioritisation - Identify the tasks required to achieve the desired outcomes and prioritise tasks in the right order – Foundational.
• Customer Focused - Understand various customer stakeholders and always consider their needs when making decisions – Foundational.
• Develop Strong Stakeholder Relationships - Identify, nurture and strengthen diverse stakeholder relationships – Foundational.
• Problem Solving - Use logic and methods to solve problems with effective solutions – Foundational.
• Health, Safety, Environment & Wellbeing - Integrate health, safety, environment and wellbeing into ways of work at asset level to ensure the safety of everyone – Foundational.

PERSONAL ATTRIBUTES (who you are)

You consistently demonstrate and role model the behaviours that bring the Vicinity values to life: 

Respect: 

• We listen to and acknowledge each other's views 
• We have difficult conversations with care 

Integrity: 

• We back our words with the right actions
• We do the right thing, no matter the situation 

Customer Focus: 

• We nurture a genuine connection with our customers 
• We consider customer needs when making decisions 

Collaboration: 

• We invite the right people to the table 
• We balance consensus with decisive actions 

Excellence: 

• We always strive to improve
• We share our challenges and celebrate the wins

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email:

Phone: (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.

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