Deliver Exceptional Guest Experience

Mirvac is a brand that creates and curates better experiences. We are visionaries, driving 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.

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.

• Key Responsibilities:
• Manage 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.
• Understand the guest's needs and wants and keep them front of mind in every aspect.
• Communicate timely information to guests and operators about stores, products, services, and in-centre activations and events.
• Assist guests with directions throughout the asset and any queries about its services and surrounding area.
• Log 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.
• 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, manage the lost & found property process in accordance with Mirvac procedures.
• Where required, manage the mobility bookings process in accordance with Mirvac procedures.
• Raise work and purchase orders and process invoices for the asset.
• Collect all operators' sales figures and sales commentary by due date and ensure accurate input.
• Support the asset team with general administrative tasks and keep the office running smoothly.
• Adhere to Mirvac policies and procedures and internal reporting deadlines and provide accurate and high-quality reports, and quick responses to requests for information about the asset.
• Assist with any projects or undertake additional duties as reasonably required.

• Prior experience in a customer/guest service environment (0-2 years), preferably in a fast-paced environment such as a call centre or retail.
• A personable and willing individual who goes 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.
• Patience, empathy, and the ability to operate in the moment.
• 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.
• The ability to maintain confidentiality and discretion in relation to asset information.
• A willingness to learn and provide an innovative approach.

• 93% of our employees said they were proud to work for Mirvac.
• 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, technology.