Guest Experience Representatives

Overview

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 purpose

At Chadstone we are approaching the busiest time of year with Black Friday and the festive season just around the corner. Like every year, we take on a number of valet parking team members to help us over this period.

Important details / dates

• Positions starting late October and ending January 26
• Potential for longer term positions within the team
• Training provided
• Individual Interviews scheduled the weeks commencing 15 Sept and 22 Sept at Chadstone's Centre Management Office

Chadstone Careers Fair will be held on Wednesday September 10, 2–5pm at LXD Lounge: Chadstone Tower One, Ground Floor, where you can talk to our team about these roles face to face.

Role summary

The 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.
  • Actively contribute to a positive, team-oriented work environment by collaborating and sharing knowledge with team members.

Experience & capabilities

ESSENTIAL EXPERIENCE (what you have done)

• Experience in a customer-facing role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication skills, multitasking and problem-solving abilities.
• Proficient and confident in using technology including Microsoft Office, computer, iPhone, etc., and follow processes with an attention to detail.

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.

Our people and our Employee Advocacy Groups actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team.

Role information

We are aware of current limitations with website accessibility and are working to improve this. If you experience issues accessing information in this job advertisement or the application form and require an alternate format, please contact our Talent Acquisition Team. If you would like to discuss workplace accessibility or reasonable adjustments needed during the recruitment process or potential future role, please reach out to our Talent Acquisition team:

Email:

Phone: request to speak to our Talent Acquisition team)

Eligibility

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(s) will be required to undergo a Criminal History Background/Police Check as part of the process. Additional qualification checks may also be required depending on role and level.

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