Reservations Services Supervisor – TG Strategy & Customer Experience 

Are you our next rising star?

Continue your career with us as Reservations Services Supervisor in our TG Strategy & Customer Experience department.

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.

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

The Reservations Services Supervisor role reports directly to the Group Manager Reservations & Guest Services and supports the TG Strategy & Customer Experience function in delivering industry-leading reservations sales and service excellence across The Star Entertainment Group’s properties.

This is a fantastic opportunity where you can lead a high-performing team to deliver exceptional guest experiences and contribute to our vision of creating fun at trusted destinations.

A few of your responsibilities:

• Supervise Reservations Service Agents to ensure KPIs such as call answer times, conversion rates, and revenue targets are met.
• Monitor and evaluate service quality and consistency to exceed standards.
• Drive improvements in telephone and email service metrics.
• Support training delivery and lead daily operations in reservations sales and guest service.

What we will be looking for:

• Proven ability to lead and motivate a team.
• 1+ years of supervisory experience in a contact center or hotel reservations office.
• Strong communication and decision-making skills.
• Experience with property management and reservations systems (e.g., Opera, ResPak).
• Ability to identify trends and suggest improvements to enhance performance.

About you:

You are a passionate and driven leader with a strong background in reservations or contact center operations. You thrive in a fast-paced environment and are committed to delivering exceptional service and results.

Your role will be pivotal in shaping the success of our reservations services team and enhancing the guest experience across our properties.

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

Continue to SHINE at The Star.  

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