Group Manager Reservations and Guest Services

2 weeks ago

Sydney, Australia The Star Entertainment Group Full time

We are seeking a Group Manager Reservations and Guest Services to join our team focussing on delivering exceptional guest experience to our guests, members, corporate clients and internal stakeholders. You will effectively manage our Reservations team to ensure effective day to day operations.

Key priorities include:

- Lead the reservations team and daily operations of the call centre to achieve the department’s objectives
- Demonstrate a commitment to service excellence through the effective implementation and delivery of The Star Values
- Foster a winning, solution-oriented work environment, motivating and engaging employees to continuously deliver the best possible service to our guests.
- Review the performance of all employees and administer the performance review process and where required performance management
- Identify trends and patterns in call centre performance; having direct accountability for meeting published service level and call quality goals

**Our benefits**
- Flexible working arrangements that suit your needs
- Permanent, Full time role with competitive salary package + bonus
- Both parental and secondary carers leave available to all employees
- 30% Discounts across award winning restaurants and accommodation
- Lifestyle discounts including gym memberships and dry-cleaning services
- Complimentary meal on site every day, including hot meals, sandwich bar and more
- Discounted parking + other transport options (dependent on property)
- Groupwide Diversity and Inclusion strategy for LGBTQI, Gender, Culture and Indigenous
- The Star is an Employer of Choice for Gender Diversity awarded by WGEA

**To be successful in this role you will have**:

- Leadership experience in managing call centres in hospitality and/or customer focussed businesses
- Proven experience managing medium to large teams
- Strong verbal and written communication skills, practical judgment and analytical abilities

**About us**

The Star Entertainment Group’s vision is to be Australia’s leading integrated resort company. Attracting 18 million guests each year, The Star Entertainment Group’s properties across Sydney, Brisbane and the Gold Coast are world class tourist destinations that offer visitors a diverse selection of award-winning restaurants, bars, cafes, accommodation, and entertainment options.

**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.

**It's your move**

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