Guest Experience Representitive

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 role purpose of the Guest Experience Representative is to deliver exceptional service, ensuring a welcoming and positive experience for all customers at the centre. This role requires outstanding communication and problem-solving skills, assisting customers with enquiries, providing information about services and amenities, and efficiently resolving issues. Serving as a liaison between customers and centre management, the Guest Experience Representative fosters a friendly environment, contributing to overall satisfaction and a high-quality experience. As the first point of contact, the Guest Experience Representative embodies professionalism, helpfulness, and care, acting as an ambassador of Vicinity's values, bringing the Vicinity brand to life. This role accurately responds to customer requests, offers personalised recommendations, collaborates to maintain high standards, builds professional relationships, and positively contributes to the team culture.

Key Accountabilities

Customer Service

• Ensure that the customer service desk is always open and inviting, maintaining a safe and efficient environment where the health, welfare, and safety of staff and customers are a priority.
• Deliver upon the Vicinity brand promise by providing great experiences to customers, retailers, contractors and colleagues every day.
• Communicate with customers across all channels of communication (in-person, phone and email), consistently demonstrating Vicinity's service standards and representing company values.
• Be aware of customer needs, care about those needs, and go above and beyond to meet and exceed them.

Retailer Relationships

• Support the centre's strategic goals - Growth in Executional Capability, Growth in Productivity, Growth in Consumer Experience and Growth in Retailer Sales.
• Support and maintain a strong working relationship with retailers and tenancies.
  Respond to retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team for resolution.

QVB Historical Tours

• Learn and deliver the established tour script, while adapting delivery to suit the audience.
• Confidently lead groups of up to 15 people through various sections of the building.
• Maintain strong public speaking and storytelling skills to engage guests
• Represent the QVB brand with professionalism and enthusiasm, embodying Vicinity's values while enriching the overall guest experience.

Centre Operations

• Follow all risk and safety controls, including compliance and emergency management training as required.
• Work closely with the Operations team to ensure efficiency and safety is maintained for staff and customers.
• Support the centre's annual strategic goals, contributing as required.
• Support the centre team in the day-to-day contractor management including sign-ins, permits, general enquiries, keys, issues and assistance, as needed and when applicable.
• Act as the first point of contact to escalate operational issues and complaints when required.
• Provide ad-hoc assistance on administration tasks as required from the centre team.

Reporting

• Manage customer data including the volume of enquiries, departmental customer complaint reporting and resolution, and retailer requests.
• Complete reporting on gathered information such as the most requested store list and provide to the centre management team in order to assist in enhancing future customer experiences.
• Engage with retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team in order to resolve as efficiently as possible.

Key Role Relationships

• Guest Experience Manager & Team
• Centre Management Team
• Operations Team
• Retailers
• Customers

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)

• An experience professional in a customer-facing role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication skills, multitasking and problem-solving abilities.
• A natural and outgoing people person, happy to approach customers both internal and external.
• Proficient and confident in using technology including Microsoft Office, computer, iPhone, etc., and follow processes with an attention to detail.

CRITICAL KNOWLEDGE (what you need to know)

• Excellent knowledge of customer related functions, customer service, and local surrounding areas including key transport, tourism, communities, network and councils.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook), and experience in various systems such as POS, PMS, CRM is beneficial.
• Understanding and confidence collaborating with various team members and stakeholders at all levels.
• Thrive independently and collaboratively, positively contributing to team culture with a can-do attitude.
• Proactive, organised, and efficient in all tasks while professional and with a customer-focused approach.
• Confident in handling a variety of enquiries, including transactions and feedback.
• Passionate about providing an exceptional customer experience and bringing the Vicinity brand to life.
• Strong customer service skills and effective multitasking and prioritisation abilities.
• Excellent written and verbal communication skills.

CAPABILITIES (what you can do)

• Collaborate as an Asset Team - Collaborate for best outcomes for asset and team versus best outcome for individual – Foundational.
• Planning & Prioritisation - Identify the tasks required to achieve the desired outcomes and prioritise tasks in the right order – Foundational.
• Customer Focused - Understand various customer stakeholders and always consider their needs when making decisions – Foundational.
• Develop Strong Stakeholder Relationships - Identify, nurture and strengthen diverse stakeholder relationships – Foundational.
• Problem Solving - Use logic and methods to solve problems with effective solutions – Foundational.
• Health, Safety, Environment & Wellbeing - Integrate health, safety, environment and wellbeing into ways of work at asset level to ensure the safety of everyone – Foundational.

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.