Urgent: Premium Services Quality Assurance Manager

Premium Services Quality Assurance Manager

Apply now Job no: 533570
Work type: Permanent Full Time
Location: Sydney
Categories: Gaming, Leadership

For two 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.

As the Quality Assurance Manager for Premium Guest Services, you will play a key role in strengthening our first line of defense by evaluating, monitoring, and refining operational processes in alignment with newly implemented Internal Control Manuals.

This is a fantastic opportunity where you will collaborate with key stakeholders and business units, identify high-risk operational practices and lead ongoing reviews of existing processes to enhance control effectiveness and support productivity gains across the department.

A few of your responsibilities:

- Reviewing, monitoring, and revising operational processes across Premium Services
- Support newly introduced Internal Control Manuals
- Ensure adequate controls are documented in SOPs and training materials
- Continually review processes, ensuring optimal controls are in place and productivity improvements are ongoing.

What we are looking for:

- Demonstrated success in driving process improvements and managing change initiatives
- Experience within the casino industry, with strong knowledge of sector regulations
- The ability to identify inefficiencies and implement effective solutions to enhance performance
- Experience in creating and maintaining SOPs and workplace instructions
- Strong problem-solving abilities and strong stakeholder engagement skills

About you:

You have well developed business acumen and understand how to develop and maintain robust processes and standard operating procedures (SOPs), while driving cross-departmental consistency and continuous improvement. You are a risk-aware problem solver and promote all aspects of our commitment to taking good care of our guests, team members and the wider community.

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

What can we offer you:

- Complimentary meal on site every day including hot meals, sandwich bar and more
- Uniform laundered and ready for you daily on property
- Five weeks of paid Annual Leave for team members who meet the definition of shift worker
- Discounted parking + other transport options
- Up to 30% discounts across award winning restaurants and accommodation
- Lifestyle discounts including gym memberships, retail discounts and dry-cleaning services
- Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
- Endless career growth and opportunities to learn and develop your career

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

Our culture

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities. We believe in authenticity that embodies our Company values = Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that's right for them and their unique well-being needs.

The Star was awarded WGEA Employer of Citation for Gender Equality(2022-24) and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE

Click on the link below to make your next career move with The Star.

Advertised: 05 Aug 2025 AUS Eastern Standard Time
Applications close: 31 Aug 2025 AUS Eastern Standard Time

The Star Entertainment Group recognises the continuing connection to land, sea and community of First Nations peoples, and we pay our respects to Elders, past and present.

We respectfully acknowledge the Traditional Owners of the land on which our properties are located - the Turrbal and Jagera people of the Brisbane region, the Yugambeh language people of the Gold Coast region, and the Gadigal people of the Eora Nation in Pyrmont.

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