Guest Experience Representative - Chadstone Shopping Centre

Benefits

Additional Information

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 Representative - Chadstone is to deliver exceptional service, ensuring a welcoming and positive experience for all customers. This role requires outstanding communication and problem-solving skills to assist with enquiries, provide information about services and amenities, and efficiently resolve 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, this role embodies professionalism, helpfulness, and care, acting as an ambassador for Vicinity's values. Responsibilities include multitasking and prioritising in a dynamic environment, accurately responding to customer requests, offering personalised recommendations, collaborating to maintain high standards, building professional relationships, and positively contributing to the team culture. Each interaction reflects the Vicinity brand and contributes to making every guest's visit smooth, enjoyable, and memorable. Key Accountabilities Customer Service & Experience Provide a warm welcome and fond farewell to all guests, ensuring they feel valued and respected during their visit. Answer guest inquiries regarding centre services, stores, and amenities, delivering a positive and memorable experience. Assist with gift card sales, handling transactions securely and efficiently, and promoting Chadstone's services such as Handsfree Shopping and the Visitor Lounge. Handle guest feedback and complaints professionally, striving to resolve issues and enhance the guest experience. Offer accurate and up-to-date information on centre facilities, events, and tourist information to assist guests with their visit. Coordinate shuttle bus bookings and provide guidance on transport options to streamline guests' arrivals and departures. Proactively address guest inquiries and complaints, finding solutions to enhance satisfaction and resolve issues efficiently. Escalate complex guest concerns to the Guest Experience Supervisor when necessary, ensuring timely follow-up. Document and report guest feedback or complaints to support ongoing service improvements. Information, Coordination & Operations 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. Communicate with customers across all channels of communication (in-person, phone, and email), consistently demonstrating Vicinity's service standards and representing company values. Foster a calm and supportive environment, maintaining professionalism even during challenging interactions. Work closely with the Guest Experience Supervisor and team members to ensure smooth operations at the concierge desks. Participate in ongoing training and development activities to refine customer service skills and stay updated on new centre services. Support initiatives that enhance the guest experience, such as new service offerings or technology improvements. Actively contribute to a positive, team-oriented work environment by collaborating and sharing knowledge with team members. Team Collaboration & Continuous Improvement 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. 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 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. 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 to assist in enhancing future customer experiences. Engage

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