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 joyful experiences for our guests and our people. We value passion, creativity, 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 created a brand new role – Head of Guest Experience to help us transform the customer experience for our guests. This is a key strategic role within Crown Melbourne to identify opportunities to improve and help achieve a vision of a world class guest experience. You will be responsible for:

• Using a detailed understanding of the business to bring creative ideas and solutions to uplift the guest experience.
• Overseeing the guest experience across the operation by partnering, consulting and collaborating with Business Unit leaders on all Guest Experience and Quality tools.
• Improving documentation and reporting of guest complaints and ensuring accountability and timely resolution through enhanced response and service recovery protocols (aligned with the Group strategy).
• Facilitating the process of collecting ideas from the business, overseeing reported defects/frictions to incrementally improve the guest experience, prioritising initiatives and working with relevant Business Units to ensure initiatives are implemented effectively.
• Ensuring compliance with and adherence to all relevant legislation and policies and procedures in relation to Responsible Service of Gaming (including training), and the Responsible Gambling Code of Conduct.

About you

To be successful in this role you will need to have a customer service obsession with the ability to deliver change with a high degree of energy and passion. You will also have:

• A background in the hospitality industry with a diverse range of experience.
• A strong focus on guest service and knowledge of organisational culture strategy.
• Excellent written and verbal communication, including the ability to engage audiences of both operational and management staff members.
• The ability to effectively manage various stakeholder relationships across various levels of operational and executive management.
• An action-oriented and practical mindset to driving change and ensuring consistent guest service delivery.
• The ability to apply appropriate judgement to maintain confidentiality & discretion regarding various guest matters.

What you can expect from us

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.