Guest Experience Ambassador

Job Description:

We are seeking an exceptional Guest Services Specialist to join our team. As a key member of our Guest Support Centre, you will be responsible for delivering high levels of service and ensuring a positive experience for our guests.

Your primary objective will be to provide comprehensive information and knowledge to our guests, resolve their enquiries, and address any concerns or issues in a timely and efficient manner. You will also support the Centre team with various administrative, marketing, and operational duties.

Responsibilities:

1. Manage guest expectations and provide exceptional, consistent, and timely service through multiple channels, including face-to-face, phone, chat, social media, and email.
2. Create exceptional guest experiences by understanding their needs and wants and keeping them front of mind in every aspect.
3. Communicate timely information to guests and operators about stores, products, services, and in-centre activations and events.
4. Assist guests with directions throughout the asset and queries about its services and surrounding area.
5. Log feedback and requests to the appropriate management team member for escalation.
6. Be visible on the floor and understand current operator promotions and offerings to assist with guest enquiries.
7. Communicate confidently and articulately with excellent verbal and written skills when needed.
8. Manage difficult guest and stakeholder queries.
9. Embark patience, empathy, and operate effectively in a fast-paced environment.
10. Rectify and resolve guest problems and concerns confidently.
11. Manage the mobility bookings process as required, in accordance with procedures.
12. Contribute to the achievement of the Asset and Business Plans.
13. Raise work and purchase orders and process invoices for the asset.
14. Collect all operators' sales figures and commentary by due date and ensure accurate input.
15. Adhere to policies, procedures, and reporting deadlines, providing high-quality reports and quick responses to information requests.

Required Skills and Qualifications:

We are looking for a motivated and customer-focused individual who possesses excellent communication and interpersonal skills. The ideal candidate will have:

• 0-2 years experience in a customer/guest service environment
• Experience working in a fast-paced environment, preferably in a Call Centre or Retail
• Proactive and self-motivated with problem-solving skills and system improvement abilities
• Patient, empathetic, and present in fast-paced situations
• Personable with a genuine love for interacting with guests
• Empowered to resolve guest questions independently
• Understanding of relevant legislation and legal obligations
• Team player with the ability to work independently, multitask, and adapt to change
• Exceptional administration, time management, and organisational skills with attention to detail
• Guest-centric focus with community awareness
• Excellent communication and interpersonal skills
• Ability to maintain confidentiality and discretion regarding asset information
• Willingness to learn and innovate

Benefits:

We offer a range of benefits that enhance your career and personal life, including:

• A supportive and inclusive workplace culture
• Leadership and professional development programs
• Diverse workforce with opportunities for growth and advancement
• Discounts across health, wellness, lifestyle, motor vehicle, travel, and technology

Life at Mirvac:

Mirvac is a dynamic and innovative company that values diversity, equity, and inclusion. We believe in creating a work environment that is inclusive, respectful, and supports the well-being of our employees. Our goal is to attract, retain, and develop talented individuals who share our vision and values.