Cashless Support Lead – Sydney 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. Our Forbes 5-star hotel, 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, Cucino 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.
The Cashless Support Lead reports directly to the General Manager Operational Projects and plays a pivotal role as conduit between the Casino 2.0 project team and our business, providing support services for our guests as well as actively working with the Customer Adoption team to develop strategies to increase guest adoption and satisfaction.
This is a fantastic 12-month opportunity where you will lead a team and be instrumental in supporting The Star Sydney operationalise our suite of cashless and carded products.
A few of your responsibilities:
- Translate guest feedback and operational improvements to requirements for technical troubleshooting and resolution
- Triage and prioritise incidents through established workflows for resolution with technology and closing the incident management loop by following up with guests
- Work closely with the Customer Adoption team to deliver insights and data related to Casino 2.0 activities
- Actively promote ongoing incident escalation through thorough incident reporting
- Work closely with various departments to understand adoption challenges, facilitating effective communication between project/ technology product teams, and operational departments
What we are looking for:
- 5+ years’ experience in a similar position/experience with large scale projects
- Demonstrated ability to close the loop between the business and guests through effective communication
- Ability to understand technology/digital product concepts
- Strong problem-solving skills
About you:
You are an experienced leader with a solution focused mindset, and pride yourself on being able to quickly understand problems in complex, challenging and agile environments. You are comfortable supporting guests through periods of change and are able to clearly articulate requirements to your team and stakeholders so that you are all aligned and equipped to move forward with evolving processes and technology.
Your role will be pivotal in shaping the success of our commitment to implement cashless and carded play for our team members and guests. Join us in making a difference.
What we can offer you:
- Complimentary meal on site every day, including hot meals, sandwich bar and more
- Discounted parking available in the city
- Up to 30% Discounts across award winning restaurants and accommodation
- Lifestyle discounts including gym memberships and dry-cleaning services
- An organisation that values diversity, teamwork and being your best self
- Mental Health and Wellbeing services
- Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
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 reflects 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 is a WGEA Employee of Citation for Gender Equality holder and is recognised with a Gold Award 2022 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.
