Guest Experience (GX) Manager at Crown Resorts

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

0.0

Posted On

06 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Design, Guest Relations, Service Quality Management, Voice of Guest (VoG) Programs, Data Analysis, Complaints Management, Mystery Shopping Program Management, Journey Mapping, Service Design, People Leadership, Executive Storytelling, Cross-functional Leadership

Industry

Hospitality

Description

Better begins here Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop. The role: We create elevated experiences for our guests and we’re looking for a Guest Experience (GX) Manager to help us continue to deliver our promise in Crown Sydney. Reporting to the CEO, this newly created role provides property-wide leadership across our integrated resort, where you’ll shape and drive continuous improvement of the end-to-end guest journey, whilst playing an active role in the implementation of our service excellence training programs. This role sits at the intersection of insight, operations and strategy. You’ll translate guest insight into tangible operational improvement, embed service excellence into daily operations, and play a key role in shaping initiatives that drive loyalty, reputation, and commercial impact. If you’re someone that has experience operating across a complex, multi-venue environment and is excited about the possibility to embed excellence into culture – we’d love to hear from you! You’ll be: Designing and leading the Property Voice of Guest (VoG) program Delivering regular guest insight reporting to Operational Leaders, the ELT, and the Board Establishing structured data analysis frameworks to identify trends, risks, and opportunities Overseeing complaints-related policies, processes, quality assurance and governance Analysing complaint data to drive corrective actions, process improvement, and operational change Maintaining service recovery frameworks aligned to guest tier, severity, and brand standards Leading the end‑to‑end mystery shopping program across all venues and guest touchpoints Applying GX methodologies to diagnose experience gaps and co‑create solutions with operational teams Championing the Service Excellence framework and embedding GX accountability across departments Representing Guest Experience in major property initiatives, including new venues, capital works, IT transformation, and brand development projects You’ll bring: 5+ years’ experience in customer experience, guest relations, or service quality roles, ideally within a premium entertainment or hospitality environment Proven experience designing and managing enterprise VoC programs (e.g. Medallia, Qualtrics, InMoment) Strong capability managing complaints frameworks in complex, multi‑channel and regulated environments Experience leading mystery shopping programs and translating findings into operational improvement Advanced analytical skills, including data manipulation, dashboard creation, and executive-level storytelling Demonstrated success leading cross‑functional CX initiatives such as journey mapping and service design People leadership experience with a track record of building high‑performing teams CCXP or equivalent CX certification, and exposure to benchmarking frameworks such as Forbes or LQA (highly regarded) Ability to obtain all required Casino Special Employee Licences On offer to you: Opportunity to drive and uplift GX within Crown’s most luxurious property Complimentary meals at our on-site staff restaurant + discounts at various F&B venues on property Generous accommodation discounts across Crown Resorts in Sydney, Melbourne & Perth Take part and be rewarded in Crown’s group-wide recognition and awards program Opportunity to contribute to Crown’s community, diversity & inclusion committees Access to discounts across health & wellbeing, novated leasing options & more Applications close Wednesday 14 May 2026. On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers. Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you. Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. Our Talent Community is a place to stay connected with life at Crown Resorts. Register for access to curated career content and stay in the know on what’s happening at Crown. We’ll be in touch from time to time to share updates on events, new restaurant launches and popups, behind the scenes content, insider news, team stories, career tips and more. Stay connected as you explore career possibilities. You can expect better exposure, opportunities, experiences, and learning. It’s a place where you can create joy for the people who visit us, the cities we live in and the teams we work with. Supported by your leader, you can enjoy a better balance in your lifestyle and feel a better you.

Responsibilities

Lead the end-to-end guest journey and Voice of Guest program to drive continuous operational improvement across the resort. Translate guest insights into tangible strategies to enhance loyalty, reputation, and service excellence.