Guest Experience Supervisor - Chadstone Shopping Centre

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.

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…