Job Description

Chadstone isn’t just a destination, it’s an icon. Be part of a team that shapes what’s next. Here, we create world-class experiences, think boldly, and set the benchmark. Ambition is supported, ideas are welcomed, and every role contributes to something bigger – creating experiences that are anything but ordinary.

Role purpose

The key role purpose of the Food Concierge Representative is to ensure every visitor enjoys an exceptional experience at Chadstone Shopping Centre’s Market Pavillion. The Food Concierge Representative possess a deep understanding of food culture and trends, and a passion for delivering unparalleled customer service through inspiring conversations about seasonal offerings. This role develops and maintains in-depth knowledge of tenant offerings, staying current with seasonal product ranges and food and beverage trends, utilising advanced tools like the AI-powered recipe planning system in order to offer tailored food advice and recommendations. This role oversees storage for Chadstone’s customers' fresh food shopping, ensuring safety and compliance with food safety regulations, and coordinate the timely collection and delivery of fresh food to customers' vehicles. Acting as the central point of contact for customer enquiries, they resolve issues with professionalism and proficiency, while supporting in the Market Pavillion’s seamless day-to-day operations, and ensuring efficiency of the test kitchen and activations spaces. Demonstrating exceptional multitasking skills and a strong ability to prioritise in a fast-paced environment, the Food Concierge Representative maintains high standards through every guest interaction, ensuring each visit to the Market Pavilion is smooth, enjoyable and memorable.

Key Accountabilities

Customer Service & Experience

• Provide a warm welcome and fond farewell to all guests, ensuring they feel valued and respected during their visit.
• Answer guest inquiries regarding Market services, stores, and amenities, delivering a positive and memorable experience.
• Promoting Chadstone’s services such as Handsfree Shopping, Food Concierge and the Visitor Lounge.
• Handle guest feedback and complaints professionally, striving to resolve issues and enhance the guest experience.

Information & Coordination Services

• Offer accurate and up-to-date information on centre facilities, events, and tourist information to assist guests with their visit.
• Ensure effective communication with other departments (such as Valet Parking and the Visitor Lounge) to provide cohesive guest assistance.
• Keep the Retail Market Manager informed of guest trends, feedback, and any operational needs.

Problem Solving & Complaint Resolution

• Proactively address guest inquiries and complaints, finding solutions to enhance satisfaction and resolve issues efficiently.
• Escalate complex guest concerns to the Retail Market Manager when necessary, ensuring timely follow-up.
• Document and report guest feedback or complaints to support ongoing service improvements.
• Foster a calm and supportive environment, maintaining professionalism even during challenging interactions.

Team Collaboration & Continuous Improvement

• Work closely with the Retail Market Manager and team members to ensure smooth operations at the Food concierge desk.
• Participate in ongoing training and development activities to refine relevant customer service skills and stay updated on new Market Pavilion seasonality.
• Support initiatives that enhance the guest experience, such as new service offerings or technology improvements.
• Actively contribute to a positive, team-oriented work environment by collaborating and sharing knowledge with team members.
• Support the wider team across departments from time to time which may include providing support in the Valet and Concierge teams to ensure seamless and premium services are upheld across the centre.

Key Role Relationships

• Market Retail Manager
• Retail Team
• Concierge Team
• Valet Team
• Centre Management Team

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)

• An enthusiastic foodie who loves to maintain connections to the food industry, understands seasonal product, loves to cook and is passionate about sharing their knowledge with others.
• Experience in a fast-paced hospitality environment where attention to detail and providing exceptional service was a priority while multitasking and supporting customers in a professional and solution-oriented manner.
• Hands-on experience with sales transactions, cash handling, and using POS systems in a busy, customer-facing environment.

CRITICAL KNOWLEDGE (what you need to know)

• Knowledge of service standards and best practices.
• Completion or open to complete all required food safety certifications including, food safety handler and RSA.
• Familiarity with Chadstone’s services, including gift card sales, Handsfree Shopping, shuttle bus bookings, Valet and other amenities offered to enhance the guest experience.
• Knowledge of customer service best practices, ensuring each guest interaction is courteous, professional, and aligned with Vicinity’s service standards.
• Awareness of Vicinity’s customer experience values and service philosophy to embody them in all guest interactions.
• Excellent customer service skills and an expert in creating a welcoming environment and delivering attentive, personalised service to enhance the guest experience.
• Ability to communicate clearly and confidently, handling guest queries, feedback, and requests with a friendly and professional demeanour.
• Ability to work efficiently under pressure and manage multiple tasks simultaneously.
• Proficient in managing multiple tasks simultaneously, such as answering inquiries, processing transactions, and coordinating with other departments.
• Ability to identify and address guest concerns, ensuring a smooth and positive resolution.
• Confidence in working independently, making decisions and managing tasks with minimal supervision while maintaining a high standard of service.
• Strong focus on accuracy when handling guest requests, bookings, transactions, and feedback, ensuring seamless service and operational efficiency.

CAPABILITIES (what you can do)

• Collaborate as an Asset Team - Collaborate for best outcomes for asset and team versus best outcome for individual – Foundational.
• 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 – Foundational.
• 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.

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.

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: talent.acquisition@vicinity.com.au

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.