Guest Support Manager

At The Star Entertainment Group, we aim to be Australia’s leading integrated resort company. Our mission is to create fun and memorable experiences for the millions of guests we welcome each year at our trusted destinations.

Our properties across Sydney, Brisbane, and the Gold Coast are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.

The Star Entertainment Group (TSEG) is an ASX-listed company committed to supporting the communities in which we operate. TSEG will achieve this by leading with integrity and values to enable us to provide entertainment, gaming, and leisure experiences safely, responsibly, and ethically.

As our Guest Support Manager reporting to the Patron Liaison Manager, you will support the business in the delivery of our Safer Gambling Strategy specifically relating to the identification and response to gambling related harm, guest interactions, exclusion, and revocation processes.

This will be achieved by providing subject matter expertise and assistance to our operational and senior management team, to ensure the alignment and maintenance of Safer Gambling Standards.

A few of your responsibilities

• Identifying signs of gambling related harm and supporting guests to make appropriate decisions about their ongoing gambling activity
• Managing customer relationships to resolve queries and concerns with diplomacy and tact
• Supporting the Group Manager Responsible Gaming in the development and implementation of a department strategy that supports the achievement of the Company’s policies and procedures
• Communicating and implementing policies and procedures to all employees, ensuring responsible gambling standards are maintained
• Conducting assessments of all relevant data sources to ensure that information relating to exclusion orders is current & accurate and that appropriate confidentiality is maintained
• Assisting in the development of systems and monthly reporting processes to monitor the effectiveness of the department’s strategy in identifying and mitigating key Responsible Gambling risks
• Develop team engagement, performance and development including coaching and mentoring, managing employee relationships

What we are looking for

• Experience in guest relations / Responsible Gambling programmes and/or tertiary qualifications (Social services or psychology will be highly regarded)

• Demonstrated ability in developing productive relationships.
• Understanding of applicable laws and regulations as they relate to the company.

• Excellent verbal and written communication skills.

You are a gaming operations professional with strong communication skills, problem solving abilities and a customer-centric approach to maintain guest satisfaction through the support provided. Effective communication, empathy and a commitment to maintaining the highest standard of player well-being are key expectations for this role. 

This role is essential in supporting the well-being of our guests, providing a safety net and offering assistance and resources to those who may be in distress or need guidance to gamble safely. It is part of our commitment to the welfare of our guests and a dedication to upholding ethical standards.

What can we offer you?

• Complimentary meal on site every day, including hot meals, sandwich bar and more
• Discounted parking available in the city
• 30% Discounts across award winning restaurants and accommodation
• Lifestyle discounts including gym memberships and dry-cleaning services
• Career development, training, and courses via The Star Academy – limitless career opportunities
• An organisation that values diversity, teamwork and being your best self
• Paid Parental leave from Day 1, Secondary Carer’s leave also on offer
• Mental Health and Wellbeing services
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
• Paid training, ongoing career development opportunities
• Endless career growth and opportunities to learn and develop your career
• Extraordinary growth opportunities personally and professionally

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process.  We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well-being needs.

The Star is a WGEA Employee of Citation for Gender Equality holder and is recognised with a Gold Award 2022 by the Australian Workplace Equality Index (AWEI) which evaluates LGBTQI+ inclusiveness in the workplace. 

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