Guest Services Assistant

1 week ago

Melbourne, Victoria, Australia Mermaidpropertyservices Full time

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Mirvac's people are our most valuable asset. We are proud to have built a culture of inclusivity, innovation and collaboration, becoming a place where people genuinely want to work.

We also offer a number of competitive and unique benefits for permanent employees including:

  • Industry-leading Leadership and Professional Development Programs
  • Generous Parental Leave Policy
  • Unlimited Volunteer Leave and National Community Day
  • Mirvac Pride Committee

Mirvac is an Australian property group with a clearly defined purpose to 'reimagine urban life'. For over 50 years, we've dedicated ourselves to shaping Australia's urban landscape. Our evolution has been significant, growing from a small joint venture to a thriving ASX-listed property group that leads the way in sustainability, innovation, safety and placemaking.

Our opportunity

As Guest Services Assistant, you will ensure high levels of services are consistently demonstrated and delivered. You will provide a positive experience to our Guests with a willingness to go above and beyond to satisfy our Guest 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, resolving Guest enquiries and ensure any concerns or issues are resolved.

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

Your responsibilities will include:

  • Managing expectations and provide guests and retailers with exceptional, consistent and timely service through multiple channels including face to face, phone, chat, social media and email including responding to reviews, queries and feedback.
  • Creating exceptional guest experience practices by understanding the guest, and their needs and wants, and keeping them front of mind in every aspect.
  • Communicating timely information to guests and operators about stores, products, services and in centre activations and events.
  • Assisting guests with directions throughout the asset and any queries about its services and surrounding area.
  • Logging feedback and requests to the appropriate person in the management team where escalation is required.
  • Be visible out on the floor and understand current operator promotions and offerings available to assist with guest enquiries.
  • Confidently and articulately communicate with excellent verbal and written communication skills when needed.
  • Where required, manage the mobility bookings process in accordance with Mirvac Procedures.
  • Manage difficult guest and stakeholder queries.
  • Embody patience, empathy, and know how to operate in the moment and remain present within a fast-paced environment.
  • Confidently rectify and resolve guest problems and concerns.
  • Where required, managing the lost & found property process in accordance with Mirvac procedures.
  • Contributing to meeting the objectives of the Asset Plan and Business Plan
  • Raising work and purchase orders and processing invoices for the asset.
  • Collection of all operators' sales figures and sales commentary by due date and ensuring accurate input.
  • Supporting the asset team with general administrative tasks and keeping the office running smoothly.
  • Assisting with any projects, or undertaking additional duties as reasonably required.

Your point of difference

  • 0-2 years experience in a Customer/ Guest service environment
  • Experience working in a fast paced environment preferably in a Call Centre or Retail
  • Always willing to go above and beyond for our guests and retailers
  • A proactive and self-motivated approach with the ability to solve problems, improve systems and procedural efficiency and effectiveness.
  • Embody patience, empathy, and know how to operate in the moment
  • You are personable and genuinely love interacting with Guests
  • Empowered to rectify and resolve Guest questions
  • A strong understanding of relevant legislation and the legal obligations of the asset
  • A team player attitude with the ability to work independently or as part of a team, multitask and adapt to change, and a willingness to be flexible
  • Exceptional administration, time management and organisation skills with strong attention to detail
  • A Guest-centric focus with an understanding of the local community
  • Exceptional communication and interpersonal skills
  • Ability to maintain confidentiality and discretion in relation to asset information
  • A willingness to learn and provide an innovative approach

All of these attributes are preferred, if you think you may be the right fit for the role please still apply.

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