Commercial Concierge

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 role purpose of the Commercial Concierge role is to provide high-level customer service, overseeing the day-to-day operations of the concierge desk at the One Middle Road commercial building located at Chadstone. The role involves organising and coordinating office administration and procedures to ensure organisational effectiveness, efficiency, and safety. Integral to delivering excellence in communications and bringing the One Middle Road brand to life, the Commercial Concierge works in conjunction with other team members to deliver high-quality service for employees and customers. This role may also involve supporting all office and centre-based team members, working across the Concierge team and The Oracle desk in the National Office, and adapting tasks to meet objectives as required.

This is a part-time position, offering 20 hours per week.
Monday - Thursday: 12:30pm - 5:30pm

Key Accountabilities

Customer Service

• Provide exceptional customer service to employees and visitors, addressing inquiries and requests with professionalism and courtesy.
• 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.
• 100% on-site requirement in order to perform role.

Concierge Services

• Welcome all guests, team members, and visitors, providing a unique and warm reception experience.
• Log all visitors, and contractors into the Visitor Management System and issue access passes in accordance with VCX Security Policy.
• Respond to general email requests.
• Manage tenancy, car parking, and end-of-trip facilities access requests
• Coordinate booking requests from tenants for entertainment & dining venues, engaging with Chadstone retailers
• Mail & package management in accordance with VCX procedure 
• Dry cleaning management in accordance with VCX procedure 
• Coordinate booking requests from tenants for services at Hotel Chadstone
• Promote Chadstone’s Premium services and amenities, ensuring staff are aware of and utilise these offerings.
• Management of weekly floral delivery

Operations

• Engagement with Chadstone Operations team to deliver Emergency Management training
• Act as Building Warden and First Aid Officer, ensuring safety and compliance. First aid training will be provided as required. 
• Audit of bike storage and End of Trip facilities, logging maintenance, lost property, cleaning requests 
• Conduct regular walks of common areas, logging maintenance, security & operational requests to Centre Management

Engagement

• Registration of tenants on Chadstone portal
• Drafting of terms & conditions for portal competitions & giveaways
• Creation of portal content 
• Management of building events & activations in line with engagement calendar & budget
• Distribution of welcome packs to incoming staff
• Management of floral giveaway weekly 
• Engagement with Chadstone Marketing & Retail teams for tenant & charity activation opportunities 

Office Management

• Ensure the office environment remains clean and professionally presented.
• Oversee stationery supply management, including ordering and inventory control.
• Process invoices for expenses
• Manage relationships with service providers and building management to ensure smooth office operations.

Key Role Relationships

• Chadstone Centre Management Teams
• Chadstone Contractors – Security & Cleaning
• Customers & Clients 

Experience & Capabilities

ESSENTIAL EXPERIENCE (what you have done)    

• Demonstrated experience in customer service or a similar role, showcasing ability to handle inquiries and resolve issues effectively.
• Proven track record in managing office resources and supplies, ensuring they are well-organised and maintained.
• Experience in coordinating and executing events or meetings, including managing logistics and details.
• Previous involvement in handling confidential information and maintaining discretion.
• Experience working collaboratively with other departments

CRITICAL KNOWLEDGE (what you need to know)    

• Knowledge of office software (e.g., Microsoft Office Suite) and basic troubleshooting for office equipment.
• Understanding of office operations and administrative procedures.
• Familiarity with best practices in customer service and office management
• Knowledge of how to manage guest feedback and complaints, ensuring issues are resolved quickly and efficiently.
• Exceptional communication skills – listening, written and verbal; demonstrating empathy and patience while diplomatically working with all stakeholders.
• Utilise organisational skills to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Ability to bring the Vicinity brand to life by upholding high standards across all aspects of the role inclusive of and not limited to presentation, service, occupational and operational standards.
• Customer focussed, confident in handling a variety of guest enquiries face to face and over the phone
• Able to work independently and as a team player, positively contributing to the team culture, continuously demonstrating a high level of respect and inclusivity, and bring a can-do attitude.
• Ability to problem-solve, troubleshoot and resolve issues efficiently and effectively.
• Adapt to changing priorities and manage office-related challenges with flexibility and 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. This includes:

• 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.  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.

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.