Guest Services Coordinator

Mirvac is an Australian property group with a clearlydefined purpose to 'reimagine urban life'. For over 50 years, we've dedicatedourselves to shaping Australia's urban landscape. Our evolution has beensignificant, growing from a small joint venture to a thriving ASX-listedproperty group that leads the way in sustainability, innovation, safety andplacemaking.

Benefits of working at Mirvac

- Work from our iconic Birkenhead Point shopping outlet
- Casual role with flexible hours (circa 15 hours per week)
- Join a passionate, high-performing, and collaborative team

Our opportunity

As Guest Services Coordinator, you will be the face and expert of the Birkenhead Point Outlet Centre GuestServices Lounge, and communicate comprehensive information and knowledge about the Centre’s offers and events to broaden awareness and raise the profile of the Centre on a local, national and international scale.

Responsibilities

- Creating exceptional customer experience practices by understanding the customer, and their needs and wants, and keeping them front of mind in every aspect.
- Active management of the guest services concierge so that new visitors are welcomed.
- Maintaining the Guest Services concierge services and amenities, ensuring they are in good working order and providing welcome packages to create the ultimate welcome experience.
- Proactively manage tour group and experience package bookings on nominated platforms, monitor shopping centre calendars, centre parking, meet and greets and welcome gifts.
- Assisting the Marketing Manager deliver visitor experiences at Birkenhead Point Outlet Centre.
- Implementing onsite visitor experience, including meet and greets for tour groups, visitors arriving by water and coach transportation or Sydney concierge where required.
- Enhancing the shopping experience for visitors, which includes but is not limited to services such as storage locker bookings, hands free shopping, taxi bookings, gift wrapping and providing tax refund information where required.
- Monitor social engagement platforms such as Google, WeChat; Weibo; Destination NSW EDMs; and other communications as directed.
- Managing the Centre’s TripAdvisor page to be engaging and relevant, encouraging customer reviews and responding to reviews within 24 hours of posting.
- Managing and facilitating visitor initiatives, which includes but is not limited to issuing Visitor Passports, gifts with purchase redemptions.
- Presenting the Centre and Guest Services Concierge to the public in its optimal condition.
- Assisting the Marketing team with segmented suggested itineraries to enhance the visitor experience and assisting with the hosting of key tourism stakeholders.
- Assisting customers with any queries or directions throughout the Centre, its services and surrounding area.
- Positively promoting Centre specific marketing and tourism promotions and initiatives.
- Ensuring brochures material and display stands are presentable and stocked with relevant and useful information for customers.
- Assisting security and the Facilities Management team with any requests and reporting all aspects of Centre operations to the appropriate person.

Your Point of Difference

You ideally have 1-3 years’ experience in the retail or tourism industry (highly desirable) with prior experience in a customer-facing role. You will also have:

- Demonstrated experience dealing with visitors from overseas where English is not their first language or with cultural differences/sensitivities
- Ability to memorise key information about retailers, directions and Centre information.
- Ability to speak a foreign language is desirable
- High level of IT proficiency e.g. Microsoft Office package, Salesforce
- Ability to work weekends, public holidays and across multiple Centres
- Responsible Service of Alcohol (RSA) is desirable

Apply Now

If you're someone who thrives in a creative, fast-paced setting and wants to grow with a supportive and innovative practice, we'd love to hear from you.

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