Regional Learning & Development Manager, Queensland

The Star Brisbane and The Star Gold Coast

About the role

We are seeking an experienced Regional Learning & Development Manager to lead capability development across our Queensland properties, supporting both The Star Brisbane and The Star Gold Coast.

This is a key leadership position responsible for designing, implementing and evaluating learning and organisational development initiatives that strengthen leadership capability, onboarding and service culture across our Queensland operations. You will lead the regional L&D team and partner closely with senior leaders, People & Culture teams and the wider business to ensure our learning programs respond to current priorities and future capability needs.

A critical focus of this role is uplifting customer service capability across the organisation. We are looking for someone who has successfully designed and implemented customer service or guest experience programs within a large hospitality, entertainment, tourism, retail or similarly service-focused organisation.

You will understand that creating an exceptional service culture requires more than delivering training. It requires strong leadership engagement, practical service standards, effective facilitation, consistent reinforcement and the ability to measure whether learning is genuinely changing behaviour and improving the customer experience.

What you’ll be doing

• Lead, coach and develop the Queensland Learning & Development team, providing clear direction and support.
• Drive the ongoing uplift of customer service and guest experience capability across both Queensland properties.
• Review and enhance existing learning programs to ensure they build a culture of exceptional service and respond to business priorities.
• Design, deliver and evaluate learning frameworks, leadership development programs, onboarding experiences, workshops and compliance-based learning.
• Partner with General Managers, senior leaders and People & Culture teams to identify capability gaps and develop practical learning solutions.
• Complete training needs assessments and provide commercially informed recommendations for future programs.
• Monitor the effectiveness of learning initiatives using internal feedback, survey results and relevant business measures.
• Facilitate engaging learning experiences for leaders and team members across diverse operational environments.
• Ensure learning programs meet regulatory, legal, workplace health and safety and industry-specific requirements.
• Maintain psychologically safe and inclusive learning environments, with accessible materials and facilitation practices.
• Manage external learning providers and partners to achieve strong, business-aligned outcomes.
• Embed continuous improvement across all L&D programs, practices and initiatives.

What we’re looking for

You are an experienced Learning & Development leader who understands how to translate business priorities into practical programs that lift capability, strengthen leadership and improve customer service.

To be successful, you must have demonstrated experience leading the design and implementation of customer service, service culture or guest experience uplift programs within a large service-led organisation.

You will also bring:

• Demonstrated experience designing, delivering and implementing organisational learning and development strategies within a large, dynamic and customer-focused organisation.
• A strong track record of improving service capability and customer experience through people-based initiatives.
• Experience leading and developing an L&D team.
• Strong facilitation skills, with the confidence to engage audiences at all organisational levels.
• The ability to build trusted relationships and influence senior leaders and operational stakeholders.
• Strong consulting, communication and stakeholder management skills.
• Experience managing complex learning projects across multiple business areas or locations.
• Sound knowledge of organisational development principles and contemporary learning practices.
• The ability to work effectively in an environment with changing priorities and operational demands.
• A relevant tertiary qualification in organisational development, psychology, change management, human resources or a related discipline.

You’ll thrive in this role if you

• Are passionate about building a genuine and sustainable service culture.
• Can connect learning initiatives with customer outcomes and business performance.
• Take a practical, hands-on approach and are comfortable moving between strategy, facilitation and implementation.
• Bring energy, credibility and a strong sense of accountability.
• Understand how to create meaningful behavioural change rather than simply delivering training.
• Enjoy partnering with operational leaders in fast-paced, customer-facing environments.

About our Queensland properties

This regional role supports two of Queensland’s leading entertainment and hospitality destinations, The Star Brisbane and The Star Gold Coast. You will have the opportunity to influence learning, leadership and service capability across complex operations that include hotels, restaurants, bars, gaming and entertainment experiences.

We’re all about inclusion

At The Star Brisbane, we’re committed to fostering a diverse, inclusive, and equitable workplace where authenticity and our core values - Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care, guide everything we do. We welcome team members from all backgrounds, including different cultures, ages, religions, genders, LGBTQI+ communities, Australia’s First Nations Peoples, and people with disabilities.

We offer flexible working options to support individual well-being and are proud to be recognised as a WGEA Employer of Choice for Gender Equality and a 2025 Platinum Employer by the Australian Workplace Equality Index.

Ready to make an impact?

If you have successfully led customer service or guest experience uplift programs and are ready to shape learning and capability across our Queensland properties, we would love to hear from you.

If you have any questions about the role, please reach out to yngve.muldal@star.com.au  

Apply now and help us build the leadership, service culture and capability that create exceptional experiences for our guests and team members.