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
- 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.
- 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
Applications close: 16 Apr 2024 AUS Eastern Standard Time