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Guest Services Assistant
2 weeks ago
- Managing 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.
- Creating exceptional guest experience practices by understanding the guest, and their needs and wants, and keeping them front of mind in every aspect.
- Communicating timely information to guests and operators about stores, products, services and in centre activations and events.
- Assisting guests with directions throughout the asset and any queries about its services and surrounding area.
- Logging 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, managing the lost & found property process in accordance with Mirvac procedures.
- Where required, manage the mobility bookings process in accordance with Mirvac Procedures.
- Raising work and purchase orders and processing invoices for the asset.
- Collection of all operators' sales figures and sales commentary by due date and ensuring accurate input.
- Supporting the asset team with general administrative tasks and keeping the office running smoothly.
- Adhering to Mirvac policies and procedures and internal reporting deadlines and providing accurate and high quality reports, and quick responses to requests for information about the asset.
- Assisting with any projects, or undertaking 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
- You will be personable and always willing to go 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
- Embody patience, empathy, and know how 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
- 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 that '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
