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 Supervisor is to oversee the day-to-day operations across Chadstone’s Concierge, Valet, and Premium Services, ensuring the delivery of an exceptional guest experience aligned with Vicinity’s customer service philosophy. The Guest Experience Supervisor leads, motivates, and develops the Guest Experience team to uphold service standards, follow operational procedures, and foster seamless collaboration with internal partners such as Hotel Chadstone, Operations, Security, Marketing, and Retail. As the first point of escalation for guest concerns, the Supervisor takes ownership to resolve issues promptly and effectively, reinforcing a culture of service excellence. This role also involves managing team performance, rosters, and training initiatives to cultivate a collaborative and high-performing environment. During peak periods or in response to business needs, the Supervisor may support frontline service delivery to maintain smooth operations and ensure every guest interaction is warm, professional, and memorable.

You will be required to work weekends and public holidays, with flexibility to work on a rotating roster that includes weekends and public holidays.

Key Accountabilities 

People Leadership    

• All elements of the annual performance cycle are completed by the due date (including goal setting, mid-year reviews, EOY conversations).
• Regular 1:1’s, team meetings and development conversations conducted - minimum monthly cadence.
• Performance issues are managed in an effective and timely manner.
• Quarterly development conversations conducted with all team members.
• 100% of compliance training is completed on time for team.
• All health and safety, risk and compliance requirements are delivered across the team.
• Effective management of budgets as per forecast with demonstrated focus on managing cost.
• Demonstrated commitment to building own capability as a people leader.

Team Leadership & Management    

• Lead and inspire the Guest Experience team, setting clear expectations and ensuring team members are aligned with Vicinity’s customer service philosophy.
• Support the management of the daily roster by assisting in ensuring sufficient staff coverage at the concierge desks, Valet, Pods, and Visitor Lounge.
• Provide ongoing training and development for Guest Experience Representatives and Valet Attendants, ensuring they maintain high standards of customer service.
• Conduct regular performance reviews and offer constructive feedback to improve team performance.

Operational Oversight & Coordination    

• Oversee the smooth operation of concierge desks, Valet, Pods and the Visitor Lounge, ensuring all operational procedures are followed.
• Ensure seamless integration with other departments, such as Hotel Chadstone, Operations, Security, Marketing, and Retail, to deliver a unified guest experience.
• Monitor service levels and adjust staffing or operational processes as necessary to meet peak periods or special events.
• Ensure the facilities at the concierge desks, Valet and Visitor Lounge are well-maintained and fully functional.
• Identify areas for improvement in service delivery and operational processes, implementing new strategies to enhance the guest experience.

Guest Experience & Service Delivery    

• Support the Guest Experience Representatives and Valet Attendant in welcoming guests and addressing guest inquiries in a friendly, professional manner.
• Monitor guest interactions to ensure a high level of service is consistently delivered, adjusting as needed to meet guest needs.
• Manage guest feedback and resolve complaints or issues promptly, escalating to the Guest Experience Manager when necessary.
• Promote Chadstone’s Premium services and amenities, including Valet, Handsfree Shopping, ensuring guests are aware of and utilise these offerings.

Reporting & Communication    

• Communicate regularly with the Guest Experience Manager on team performance, guest feedback, and operational challenges.
• Prepare and submit reports on service levels, guest interactions, and operational issues, providing insights for continuous improvement.
• Ensure effective internal communication across the Guest Experience team, keeping everyone informed of operational priorities and any updates.

Continuous Improvement & Innovation    

• Identify areas for improvement in service delivery and operational processes, implementing new strategies to enhance the guest experience.
• Stay updated on industry trends and best practices in guest services, applying innovative solutions to improve operational efficiency.
• Collaborate with the Manager to develop initiatives that elevate the overall guest experience at Chadstone.

Key Role Relationships

• Concierge Team
• Valet Team
• Operations Team
• Retail Team
• Marketing Team

Experience & Capabilities 

ESSENTIAL EXPERIENCE (what you have done)    

• Proven experience in a customer-facing management role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication, multitasking, and problem-solving abilities.
• A natural and outgoing people person, comfortable approaching customers both internal and external.
• Demonstrated ability to lead and manage a team, providing guidance, training, and support to ensure high performance.

CRITICAL KNOWLEDGE (what you need to know)    

• In-depth understanding of customer service principles and how to apply them to create exceptional guest experiences.
• Familiarity with rostering, scheduling, and ensuring appropriate staffing levels to maintain smooth operations.
• Understanding of Vicinity’s customer service standards, ensuring the team aligns with these values in every interaction.
• Knowledge of how to manage guest feedback and complaints, ensuring issues are resolved quickly and efficiently.
• Ability to lead, motivate, and inspire a team of Guest Experience Representatives, ensuring they deliver exceptional service consistently.
• Ability to oversee day-to-day operations of the Guest Experience Team ensuring all procedures are followed smoothly and efficiently.
• Capability to maintain high standards of guest interaction and problem-solving, ensuring guests’ needs are met promptly and professionally.
• Excellent communication skills to coordinate seamlessly across departments, and to support Guest Experience Representatives.
• Proficient in coaching and developing team members through training, performance management, and fostering a positive team culture.

CAPABILITIES (what you can do)

• Collaborate as an Asset Team - Collaborate for best outcomes for asset and team versus best outcome for individual – Intermediate.
• Planning & Prioritisation - Identify the tasks required to achieve the desired outcomes and prioritise tasks in the right order – Foundational.
• Customer Focused - Understand various customer stakeholders and always consider their needs when making decisions – Intermediate.
• Develop Strong Stakeholder Relationships - Identify, nurture and strengthen diverse stakeholder relationships – Foundational.
• Problem Solving - Use logic and methods to solve problems with effective solutions – Foundational.
• Health, Safety, Environment & Wellbeing - Integrate health, safety, environment and wellbeing into ways of work at asset level to ensure the safety of everyone – Foundational.
• Demonstrate Financial Acumen - Understand how the business operates, the market dynamics and what must be done to be a successful business, both for the short term and longer term – Foundational.
• Understands Asset Vision & Strategy - Know the ‘why’ behind decisions and actions, think bigger than today, and plan for the future – Foundational.

PERSONAL ATTRIBUTES (who you are)

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

Respect: 

• We listen to and acknowledge each other's views 
• We have difficult conversations with care 

Integrity: 

• We back our words with the right actions
• We do the right thing, no matter the situation 

Customer Focus: 

• We nurture a genuine connection with our customers 
• We consider customer needs when making decisions 

Collaboration: 

• We invite the right people to the table 
• We balance consensus with decisive actions 

Excellence: 

• We always strive to improve
• We share our challenges and celebrate the wins

 

Why Vicinity?

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

• Flexible working options

• Birthday leave & purchased additional leave

• $1,000 worth of VCX securities rewarded for eligible team members

• Generous Parental Leave

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.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information in this job advertisement or the application form, and require this in an alternate format, please contact our Talent Acquisition Team. Similarly, if you would like to discuss workplace accessibility, any reasonable adjustments we can make to better support you during the recruitment process, or your potential future role please reach out to our Talent Acquisition team:

Email: [email protected]

Phone: +61 3 7001 4000 (request to speak 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.