Director Casino Services - The Star Sydney
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Job no: 537131
Work type: Permanent Full Time
Location: Sydney
Categories: Gaming, Leadership
Are you our next rising star?
Continue your career with us as the Director Casino Services at The Star Sydney.
For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour. Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub. The Darling, and state-of-the-art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts. With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.
The Director Casino Services reports directly to the General Manager, Table Games and Premium Services and offers an extraordinary opportunity to manage the delivery of the full customer experience within all gaming areas, with a prime focus on the Private Gaming rooms and its associated amenities. The Director will also oversee the Main Gaming Floor guest operations team, including new member onboarding and any promotional initiatives. This is a fantastic opportunity to put your skills and knowledge to the test to deliver a thrilling new era for Gaming within The Star Sydney.
A few of your responsibilities:
- Proactively support the General Manager in planning and executing strategic goals that manage the Premium Guest experience process.
- Ensure all guests have an exceptional customer experience across the property and when arriving at the Private Gaming room
- Lead the Premium Services Operations, Sovereign Dining Room and Quality Assurance teams, driving a high performance, customer centric culture with a continuous focus on enhancing the guest experience.
- Manager new member onboarding journeys for both loyalty and non-loyalty programs
- Maintain KYC data quality and ongoing compliance requirements
- Improve quality of customer trips (target rating from passenger feedback and other monitoring system)
- Create a persistent premium guest-first mentality across premium gaming and the broader property
- 5+ years' experience within Casino operations at a senior level, with sales, marketing or guest relations experience
- Gaming experience preferred
- Strong leadership, influencing, coaching and mentoring skills
- Responsible Gaming Liaison Officer (RGLO) training preferred
- Competent Technology skills including data base and casino management systems
- Effective written and verbal English communications (additional languages highly desirable)
You are a seasoned guest experience leader with a strong focus on delivering exceptional service within premium gaming and Private Gaming environments. You excel in relationship marketing, ensuring seamless end-to-end guest experiences and high service standards across all touchpoints. You confidently oversee guest operations, onboarding, and promotions, while taking ownership of presentation, amenities, and service consistency, working closely with teams and service providers to deliver an outstanding guest experience.
Your role will be pivotal in shaping the success of our Casino Services operations at The Star Sydney.
Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.
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Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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