Are you our next rising star? 

Continue your career with us as a Casino Guest Services Manager at The Star Gold Coast.

Since 2014, The Star Gold Coast has undergone a remarkable evolution. Our mission, to create fun at trusted destinations, has resulted in an unparalleled experience. Guests indulge in lavish stays at The Star Grand's revamped five-star hotel rooms, the opulent suites of The Darling, and Australia's pioneering Dorsett Hotel. Culinary delights await at award-winning venues including Nineteen at The Star, Kiyomi, and Mei Wei. Entertainment options are abound with live concerts, theatre performances, Events Centre gatherings, outdoor "Live on the Lawn" events, and world-class DJ sets at Atrium Bar. The Star Gold Coast is where relaxation seamlessly intertwines with thrilling entertainment.

As a Casino Guest Services Manager, you will be at the forefront in supporting our Star Club members, proactively reaching out to gather essential data on sources of wealth, financial crime, and risk operations requests. Your meticulous attention to detail will ensure that all customer outreach requests are managed efficiently while ensuring a positive guest experience.

This is a fantastic opportunity where you will drive strategic initiatives and contribute to the growth and success of The Star Gold Coast.

Please note, this is a 6-month secondment.

A few of your responsibilities: 

• Engage with premium guests of The Star Club to gather essential data covering source of wealth
• Maintain customer profiles in line with regulatory and compliance standards
• Support front line teams with risk requests and patron queries during peak times
• Communicate effectively with customers to simplify complex business requests
• Collaborate with cross functional teams ensuring alignment of strategies
• Review current operational SOW collection processes to ensure a guest centric focus is maintained
• Seek improvements on operational processes in relation to SOW collection and processing
• Review VIP guest monthly data and provide committee reporting

What we will be looking for:

• Strong communication skills, both verbal and written
• Experience in customer service or engagement roles
• Knowledge of AML regulations and compliance standards
• Ability to manage multiple tasks and prioritize effectively
• Currently hold or ability to obtain a KE (Key Employee) license

About you: 

Your ability to communicate effectively will be key as you engage in customer-centric conversations over the phone, via email, and face-to-face. You will translate complex business requests into simple, understandable information for our customers, ensuring they feel supported and informed.

Your role will be pivotal in shaping the success of our Gaming Operations at The Star. Join us in making a difference.

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

Continue to SHINE at The Star. 

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