Guest Experience Coordinator

We're reimagining the way Australians live, work, and play. We own and manage some of the most recognisable and loved retail destinations across Australia.

We're evolving our portfolio into destinations that offer a broad selection of retail, residential, and office spaces. Through our diverse portfolio, data-led decision-making, and nationwide development pipeline, we do things differently.

We are Vicinity.

Role purpose

The key purpose of the Guest Experience Coordinator is to manage the administrative, systems, and compliance functions that support the Guest Experience team in delivering premium service across Concierge and Valet operations. The role drives operational efficiency, service consistency, and resource optimisation, enabling on-floor Supervisors to focus on guest engagement and team leadership. Responsibilities include overseeing rostering and timesheet approvals, managing the Resolve customer feedback system, maintaining SOPs, checklists, and service standards, coordinating premium service bookings, and drafting operational reports. It also involves planning Quarterly Guest Experience meetings, coordinating Emergency Management and Compliance training, and maintaining related records. While primarily focused on administration and systems, the role may support Concierge or Valet operations during peak periods to ensure seamless service delivery and cross-departmental alignment

Key Accountabilities

Rostering, Timesheets & Workforce Administration

• Prepare and manage rosters for the Guest Experience team to ensure service coverage aligns with operational needs and budget requirements.
• Review and approve timesheets accurately and in a timely manner to support payroll processes.
• Monitor workforce scheduling and support the Guest Experience leadership team with workforce planning insights.

Customer Feedback & Resolve System Management

• Manage guest feedback and escalated complaints via the Resolve system, ensuring timely and effective responses.
• Track and analyse feedback trends, escalating recurring issues to the Guest Experience leadership team for action.
• Maintain accurate, compliant, and professional records of all guest interactions and outcomes.

Systems, SOPs & Documentation

• Maintain and update Standard Operating Procedures (SOPs), checklists, and compliance documentation for both Concierge and Valet.
• Ensure operational processes are consistent, accessible, and aligned with Vicinity service standards.
• Support continuous improvement by reviewing and streamlining documentation regularly. Promote Chadstone's Premium services and amenities, including Valet, Handsfree Shopping, ensuring guests are aware of and utilise these offerings.

Premium Service & Booking Systems

• Oversee administration of premium service bookings including Handsfree Shopping, Valet, and other guest services.
• Ensure bookings are processed efficiently and communicated clearly to the operational teams.
• Monitor usage data and provide reporting insights to optimise premium service performance.

Reporting, Meetings & Training

• Draft, prepare, and distribute operational reports, including service performance, customer feedback, and compliance metrics.
• Plan and coordinate quarterly Guest Experience team meetings, including agendas, documentation, and follow-up actions.
• Organise and track Emergency Management and Compliance training to ensure all Guest Experience team members remain compliant and training records are accurate.

Key Role Relationships

• Concierge
• Valet
• Operations
• Retail
• Marketing

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)

• Experience in an administrative or operational support role within retail, hospitality, tourism, or corporate services.
• Proven track record in managing rosters, timesheets, and workforce scheduling systems.
• Experience handling customer feedback or complaints, ideally using a system such as Resolve or similar platforms.
• Demonstrated ability to create, review, and maintain Standard Operating Procedures (SOPs) and compliance documents.
• Experience preparing operational reports, agendas, and meeting documentation.
• Exposure to premium service or booking systems (e.g., reservations, customer add-on services).
• Collaboration Across Departments. Experience working collaboratively with other departments to ensure seamless guest services.

CRITICAL KNOWLEDGE (what you need to know)

• Strong understanding of rostering and workforce management systems.
• Knowledge of customer complaint management systems, ideally Resolve.
• Familiarity with operational standards and compliance requirements in customer service environments.
• Understanding of premium service offerings (Handsfree Shopping, Valet, etc.) and their operational processes.
• Knowledge of record-keeping, audit requirements, and compliance tracking for training and emergency management.
• Awareness of Vicinity's customer service philosophy and its application across guest touchpoints.
• Knowledge of how to manage guest feedback and complaints, ensuring issues are resolved quickly and efficiently.

CAPABILITIES (what you can do)

• Coordinate and manage administrative processes with high attention to detail.
• Develop, maintain, and communicate SOPs, checklists, and service standards.
• Analyse feedback and operational data to identify trends and provide recommendations.
• Manage rosters, timesheets, and workforce changes effectively under tight deadlines.
• Confidently handle escalated guest complaints in collaboration with leadership.
• Use booking systems to ensure premium guest services are processed smoothly and accurately.
• Prepare clear, concise reports and documentation for operational and leadership purposes.
• Build strong collaborative relationships with Supervisors, Managers, and cross-functional teams.
• Adapt quickly to changing business needs and step in to support frontline operations when required.

PERSONAL ATTRIBUTES (who you are)

You consistently demonstrate and role model the behaviours that bring the Vicinity values to life:

Respect:

• We listen to and acknowledge each other's views
• We have difficult conversations with care

Integrity:

• We back our words with the right actions
• We do the right thing, no matter the situation

Customer Focus:

• We nurture a genuine connection with our customers
• We consider customer needs when making decisions

Collaboration:

• We invite the right people to the table
• We balance consensus with decisive actions

Excellence:

• We always strive to improve

We share our challenges and celebrate the wins.

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email:

Phone: (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.

Why Vicinity?

Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised. This includes:

• Flexible working options
• Birthday leave & purchased additional leave
• $1,000 worth of VCX securities rewarded for eligible team members
• Internal mentoring program
• Generous Parental Leave

We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.

At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Our people and our Employee Advocacy Groups (Gender Balance, Cultural Diversity, Disability & Access and Pride & Allies) actively build community and provide allyship within Vicinity. If you'd like to speak to someone to understand what it's like firsthand to work here, please reach out to our Talent Acquisition team.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email:

Phone: (request to speak to our Talent Acquisition team)

Note: To be eligible to apply for this position, you must have existing, relevant Australian work rights. At the later stages of the recruitment process the shortlisted candidate/candidates will be required to undergo a Criminal History Background/Police Check as a mandatory part of the process. Additional qualification checks may also be required dependant on role and level.