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What you'll be doing
* Prepare and manage rosters, review timesheets, and support workforce planning.
* Manage guest feedback and escalated complaints through the Resolve system, tracking trends and ensuring timely resolutions.
* Maintain Standard Operating Procedures (SOPs), compliance checklists, and service standards.
* Oversee bookings for premium services, including Valet and Handsfree Shopping, ensuring smooth communication with operational teams.
* Draft and prepare reports on service performance, customer feedback, and compliance metrics.
* Plan quarterly Guest Experience team meetings and coordinate Emergency Management and Compliance training.
* Collaborate with Concierge, Valet, Operations, Retail, and Marketing teams to ensure an integrated guest experience.
What we're looking for
* Experience in an administrative or operational support role within retail, hospitality, tourism, or corporate services.
* Proven ability to manage rosters, timesheets, and workforce scheduling systems.
* Background in handling customer feedback/complaints, ideally with platforms like Resolve.
* Strong skills in developing and maintaining SOPs, compliance documents, and reports.
* Familiarity with booking systems for premium or add-on guest services.
* Excellent communication, stakeholder engagement, and problem-solving skills.
* Ability to step in and support frontline guest services when required.
At Chadstone, we pride ourselves on offering world-class guest experiences. As Guest Experience Coordinator, you'll be part of a supportive and collaborative team, working in a fast-paced and dynamic environment where no two days are the same. This is your chance to make a real impact behind the scenes while contributing to unforgettable experiences for our guests.
Why Vicinity?
* Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.
* Birthday leave & purchased additional leave
* $1,000 worth of VCX securities rewarded for eligible team members
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.
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.
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