Guest Experience Analyst

3 weeks ago

Sydney, Australia The Star Entertainment Group Full time

**About the role**

As the Guest Experience Analyst, you will report directly to the Service Quality Manager and draw upon your ability to work collaboratively as you support teams across the business to embed The Star Entertainment Group’s guest experience program. In this unique and specialised role, it would be advantageous to have previous experience understanding and interpreting data from a guest insights program, such as Medallia, however a background in data and analytics coupled with a proactive mindset would enable us to provide specific system training

Key responsibilities include but are not limited to:

- Serve as champion in The Star’s Guest Experience Program for The Star Sydney
- Identify and analyse business processes, identifying issues and gaps and providing support and guidance for their resolution
- Liaise and collaborate with operational departments to provide expert advice, support and recommendations that ensure the effective ongoing functioning and utilisation of the guest experience program
- Partner with key stakeholders to continually develop Service Level Agreements (SLA’s) for operational teams
- Contribute to planning processes to ensure a responsive and innovative approach to meeting the projects goals and objectives
- Analyse, report and present performance and guest feedback data and trends across all platforms to senior leaders and COO
- Work closely with the business team to identify and analyse core business processes and workflows
- Monitor and review team member performance through frequent live observation

**What can we offer you?**
- 30% staff discounts across our award-winning venues at all 3 of our properties
- Lifestyle and wellbeing discounts and benefits, including EAP & gym memberships
- FREE buffet meal with a new menu every day at our Employee Dining Room
- Onsite parking for $10/day as well as free transport on the Light Rail from Central to The Star
- Generous Paid Leave for primary and secondary carers
- Opportunity for career progression and development through our Star Academy
- The Star is an Employer of Choice for Gender Diversity awarded by WGEA
- Groupwide Diversity & Inclusion focus areas including LGBTQI, Multicultural, Gender and Indigenous

**What are we looking for?**
- Experience in interpreting data to develop actionable insights
- Eye for detail
- Strong admin and reporting skills
- Proficiency in the use of Microsoft Office suite
- Problem solving skills
- Excellent time management and organisational skills with an ability to multi-task
- Excellent written and verbal communication skills
- Ability to complete tasks by removing barriers and locating necessary resources

**About us**

The Star Sydney is a well-known and established entertainment and resort destination With multiple food and bar destinations, luxury accommodation and multiple event venues including the Sydney Lyric Theatre and Star Event centre; there is always something to do or see at The Star. The biggest games can be found in our 24/7 Sports Bar: live, large and loud With a wide range of entertainment and service offerings, our guests are always back for more.

**Our Culture**

The Star is recognised as an Employee of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA) and has been awarded GOLD status in the Australian Workplace Equality Index (AWEI) which evaluates LGBTIQ+ inclusiveness in the workplace.

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