Guest Experience Representative

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

Centre Operations

Reporting

Key Role Relationships

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)

CRITICAL KNOWLEDGE (what you need to know)

CAPABILITIES (what you can do)

PERSONAL ATTRIBUTES (who you are)

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

Respect :

Integrity :

Customer Focus :

Collaboration :

Excellence :

Why Vicinity?

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