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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 Coordinator is to manage the administrative, systems, and compliance functions that support the Guest Experience team in delivering premium service across Concierge and Valet operations.
Responsibilities include overseeing rostering and timesheet approvals, managing the Resolve customer feedback system, maintaining SOPs, checklists, and service standards, coordinating premium service bookings, and drafting operational reports.
Key Accountabilities
- Rostering, Timesheets & Workforce Administration: Prepare and manage rosters for the Guest Experience team to ensure service coverage aligns with operational needs and budget requirements.
- Customer Feedback & Resolve System Management: Manage guest feedback and escalated complaints via the Resolve system, ensuring timely and effective responses.
- Systems, SOPs & Documentation: Maintain and update Standard Operating Procedures (SOPs), checklists, and compliance documentation for both Concierge and Valet.
- Premium Service & Booking Systems: Oversee administration of premium service bookings including Handsfree Shopping, Valet, and other guest services.
- Reporting, Meetings & Training: Draft, prepare, and distribute operational reports, including service performance, customer feedback, and compliance metrics.
Key Role Relationships
- Concierge
- Valet
- Operations
- Retail
- Marketing
Experience & Capabilities
- Experience in an administrative or operational support role within retail, hospitality, tourism, or corporate services.
- Proven track record in managing rosters, timesheets, and workforce scheduling systems.
- Experience handling customer feedback or complaints, ideally using a system such as Resolve or similar platforms.
- Demonstrated ability to create, review, and maintain Standard Operating Procedures (SOPs) and compliance documents.
Why Vicinity?
Our benefits program focuses on creating an awesome place to work in which our people are rewarded and recognised.
- Flexible working options
- Birthday leave & purchased additional leave
- $1,000 worth of VCX securities rewarded for eligible team members
- Internal mentoring program
- Generous Parental Leave
We live and work by our values of Respect, Integrity, Customer Focus, Collaboration and Excellence.
At Vicinity we embrace and celebrate diversity and are committed to creating an inclusive work workplace where we attract, retain and develop our people regardless of gender identity, ethnicity, sexual orientation, disability and age.
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📌 Guest Experience Coordinator
🏢 Vicinity Centres
📍 Australia