Guest Services Assistant

Mirvac is a brand that creates and curates better experiences. We are more than developers or builders – we are visionaries, and our ability to see the world differently drives 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. We focus on sustainability, innovation, and shared value, to return benefits to our customers, partners, investors, and communities.
Join us as we work towards building the imagine nation.
Your opportunity
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. You will communicate comprehensive information and knowledge, resolve Guest enquiries, and ensure any concerns or issues are addressed. You will also support the Centre team with ad hoc administrative, marketing, and operational duties, utilizing your passion for helping others to deliver memorable and rewarding experiences to our Guests, Retailers, and communities.
Your responsibilities will include:
Managing expectations and providing 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 guest 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 queries about its services and surrounding area.
Logging feedback and requests to the appropriate management team member for escalation.
Being visible on the floor and understanding current operator promotions and offerings to assist with guest enquiries.
Communicating confidently and articulately with excellent verbal and written skills when needed.
Managing difficult guest and stakeholder queries.
Embarking patience, empathy, and operating effectively in a fast-paced environment.
Rectifying and resolving guest problems and concerns confidently.
Managing the mobility bookings process as required, in accordance with Mirvac Procedures.
Contributing to the achievement of the Asset and Business Plans.
Raising work and purchase orders and processing invoices for the asset.
Collecting all operators' sales figures and commentary by due date and ensuring accurate input.
Adhering to Mirvac policies, procedures, and reporting deadlines, providing high-quality reports and quick responses to information requests.
Assisting with projects or additional duties as reasonably required.
Your point of difference
0-2 years experience in a Customer/Guest service environment
Experience working in a fast-paced environment, preferably in a Call Centre or Retail
Willingness to go above and beyond for guests and retailers
Proactive and self-motivated with problem-solving skills and system improvement abilities
Patience, empathy, and presence 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 of the asset
Team player with the ability to work independently, multitask, and adapt to change
Exceptional administration, time management, and organizational 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
Life at Mirvac
93% of our employees are 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, and technology
If you think you may be the right fit for this role, please apply even if you do not meet all the attributes listed.
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