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 setting,



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

📌 Food Concierge Representative (Melbourne)
🏢 Vicinity
📍 Melbourne