Cashless Support Lead

at  The Star Entertainment Group

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.

• 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