Guest Support Manager (GSM) – Safer Gambling

Guest Support Managers are responsible for delivering advanced safer gambling support and compliance oversight across multiple gaming floors. Building on frontline engagement, this role requires strong judgement, attention to detail, and the ability to manage sensitive guest interactions from identification through to formal intervention.

As a Guest Support Manager, you will play a key role in protecting guest wellbeing and ensuring regulatory compliance, including the management of exclusion processes and accurate recording of guest interactions.

Reporting to the Safer Gambling Duty Managers, you will:

• Conduct meaningful welfare checks and structured interactions with guests
• Assess and respond to indicators of gambling-related harm
• Oversee and support time play compliance and intervention strategies
• Process and manage self-exclusions and other exclusion types in line with regulatory requirements
• Accurately record all interactions, decisions, and actions within compliance systems (e.g. Protecht, CID, TrackVia)
• Maintain high-quality documentation to support audit and regulatory obligations
• Provide guidance and support to Guest Support Officers during complex interactions
• Liaise with internal stakeholders to ensure a coordinated safer gambling response
• Refer guests to appropriate external support services, including gambling counselling and financial support

Key Requirements

• Proven ability to manage sensitive and complex guest interactions
• Strong attention to detail and ability to work within compliance frameworks
• Confidence using and learning multiple compliance and reporting systems
• Ability to make sound, defensible decisions in real time
• Professional, calm, and empathetic communication style
• Availability to work across a 24/7 roster - predominantly night and weekend work

What This Role Is

• A hands-on,
• A balance of guest care and regulatory compliance
• A position requiring accountability and accurate decision-making

What This Role Is Not

• Not purely customer service
• Not administrative only
• Not a passive or observational role

Ready to shine?

Apply now and be part of the team delivering unforgettable experiences at The Star Brisbane.