Guest Services Assistant

Mirvac is a brand that creates and curates better experiences. We are more than developers or builders – we are visionaries, and our ability to see the world differently drives us to be bold, embrace innovation and diversity, and lead with optimism.

As creators of positive change, we see each new project as an opportunity to leave a lasting legacy, delivering enduring value for all Australians. We focus on sustainability, innovation, and shared value, to return benefits to our customers, partners, investors, and communities.

Join us as we work towards building the imagine nation.

As a Guest Services Assistant, you will ensure high levels of service are consistently demonstrated and delivered. You will provide a positive experience to our Guests with a willingness to go above and beyond to satisfy their needs, playing a key role in our Guest Support Centre as well as face-to-face within our centres. You will communicate comprehensive information and knowledge, resolve Guest enquiries, and ensure any concerns or issues are addressed.

You will also support the Centre team with ad hoc administrative, marketing, and operational duties, utilizing your passion for helping others to deliver memorable and rewarding experiences to our Guests, Retailers, and communities.

1. Managing expectations and providing guests and retailers with exceptional, consistent, and timely service through multiple channels including face-to-face, phone, chat, social media, and email, responding to reviews, queries, and feedback.
2. Creating exceptional guest experience practices by understanding the guest's needs and keeping them front of mind in every aspect.
3. Communicating timely information about stores, products, services, and in-centre activations and events.
4. Assisting guests with directions and queries about the asset and surrounding area.
5. Logging feedback and requests for escalation when necessary.
6. Being visible on the floor and understanding current operator promotions and offerings.
7. Communicating effectively with excellent verbal and written skills.
8. Managing difficult guest and stakeholder queries.
9. Exhibiting patience and empathy, operating effectively in a fast-paced environment.
10. Resolving guest problems and concerns confidently.
11. Managing lost & found property and mobility bookings as required.
12. Raising work and purchase orders and processing invoices.
13. Collecting sales figures and commentary, ensuring accuracy.
14. Supporting the asset team with administrative tasks and maintaining smooth office operations.
15. Adhering to policies, procedures, reporting deadlines, and providing high-quality reports.
16. Undertaking additional duties and projects as required.

• Prior experience in customer or guest service (0-2 years), preferably in a fast-paced environment such as a call centre or retail.
• Personable with a willingness to go above and beyond.
• Proactive, self-motivated, with problem-solving skills and system improvement ideas.
• Patience, empathy, and adaptability in dynamic environments.
• Understanding of relevant legislation and legal obligations.
• Team-oriented with the ability to work independently, multitask, and be flexible.
• Strong administrative, time management, and organizational skills with attention to detail.
• Guest-centric mindset with community awareness.
• Excellent communication and interpersonal skills.
• Discretion and confidentiality in handling asset information.
• Willingness to learn and innovate.

• 93% of employees are proud to work here.
• Leadership and professional development programs including Mirvac Masters.
• Diverse workforce with over 25 ethnicities and 33 languages spoken.
• Discounts across health, wellness, lifestyle, motor vehicle, travel, and technology.

If you believe you are a good fit for this role, please apply.

Apply now