Premium Services Operations Manager

3 weeks ago

Sydney, Australia The Star Entertainment Group Full time

**Internal Opportunity**

**About us**

**About the role**

We are seeking an ambitious and motivated Premium Services Operations Manager to drive the performance of our Premium Guest Experience team and successfully execute business objectives.

Reporting to the Vice President Premium Services Operations, you will advise on industry best practice and be accountable for the overall performance of Premium Services operational outcomes.

You will work with key stakeholders, such as F&B, Hotels, Gaming & interstate sales teams, to improve productivity and deliver world-class standards in personalised and bespoke guest experiences.

With a view to developing both new and existing markets, you will support the Premium Services Operations in the 24/7 planning, implementation and execution of business objectives.

**Key Responsibilities & Accountabilities are, but not limited to**:

- Oversee the daily operational functions of the Premium guest areas to achieve the department's objectives, both budgetary and operational in conjunction with the business unit, division and company objectives
- Review, make recommendations and maintain accountability on initiatives that improve productivity standards, operational effectiveness and minimise operational risk in line with established policies and procedures
- Ensure exemplary service standards are delivered in line with departmental SOPs, established policies and procedures
- Provide world class hosting experiences for all Premium guests at all times both on and off property
- Perform tasks related to duties as directed by the Vice President Premium Services Operations
- Ensure activities comply with relevant statutory and regulatory requirements, legal demands and professional and ethical standards
- Ensure compliance with The Star Entertainment Group Code of Conduct, all internal policies and procedures and relevant statutory and regulatory requirements

Please note, there are two positions available - one full time role and a 6 month secondment opportunity.

**About you**
- 3+ years Premium Casino experience (Domestic and International) with minimum 2 years’ experience in a Guest services role (desirable)
- Responsible Gaming Liaison Officer (RGLO) training preferred
- Competent Technology skills, including database management
- Effective written and verbal English communications
- Fluency in Vietnamese or a second language is highly desirable

**About our culture**

The Star is a Founding Partner and Major Corporate Partner of Women in Gaming and Hospitality (WGHA) and has been recently awarded GOLD status in the Australian Workplace Equality Index (AWEI) which evaluates LGBTIQ+ inclusiveness in the workplace.

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