The Star Entertainment Group

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices. 

Our properties across Brisbane, the Gold Coast and Sydney are world-class with many award-winning hotels, restaurants, bars, and entertainment venues. 

As our Guest Relations Agent reporting to the Guest Relations Manager, you will ensure guests experience feedback in a timely and empathic manner whilst assessing and categorising the feedback to be managed.

This is a fantastic opportunity to work with the business and stakeholders to identify solutions or improvements.

A few of your responsibilities: 

• Assess incoming Guest Feedback and/or Complaints, categorise in the management platform (Salesforce) based on type and severity, and prioritize accordingly per Policy and Procedure documents.
• Conduct thorough investigations into the nature of each feedback/complaint case, liaising with relevant stakeholders and responding to the guest with updates and a resolution as appropriate – balancing guest satisfaction and business policy/requirements/SLAs.
• Communicate primarily using email correspondence, but also as required using other channels such as telephone calls.
• Maintain a guest focus in all services, ensuring that guest service delivery is timely, effective and efficient and that it meets both the guest’s needs and corporate standards
• Monitor trends in feedback/complaints, identify recurring issues and keep the Guest Relations Manager updated on potential risks or breaches of Policy.

What we will be looking for: 

• Effective, demonstrable computer skills, email skills and understanding of communications etiquette is required
• High level verbal and written communication skills required
• Demonstration of practical judgment and basic analytical capabilities
• Proficiency in Windows and MS Office packages highly regarded, knowledge of guest feedback tools such as Salesforce regarded but not essential (training provided)
• Experience within a customer service or guest experience environment

About you:

You are a people-focused individual with a natural ability to create welcoming and positive experiences. Your passion for delivering exceptional service, combined with your proactive and professional approach, makes you a trusted point of contact for guests. You are solution-oriented, adaptable and driven to exceed expectations in every interaction.

Your role will be pivotal in shaping the success of our outstanding guest relations.

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

What we can offer you: 

• Complimentary meal on site every day including hot meals, sandwich bar and more 
• Lifestyle discounts including gym memberships, retail discounts and dry-cleaning services 
• Mental Health and Wellbeing services 
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+ 
• Paid training, ongoing career development opportunities 

Our culture 

Each team member is expected to champion The Star’s Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star’s culture. 

Our purpose is to create fun at trusted destinations. This commitment involves living our values of 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.