Gaming Customer Service Manager

Holman Barnes Group

Lead a high-energy gaming floor, drive service excellence, and join a strong Inner West club focused on team culture and member experience.

Key Responsibilities

  • Lead the gaming floor and shape the member experience
  • Join a strong, community-focused club and team
  • Drive service, performance and promotions in a hands-on role

Job Description

Gaming Customer Service Manager

Lead the floor. Elevate the experience. Drive results.


Wests Ashfield Leagues Club is part of the Holman Barnes Group, a highly regarded hospitality and club group delivering exceptional member and guest experiences across Sydney’s Inner West.

We are now seeking an experienced and people-focused Gaming Customer Service Manager to lead our gaming operations and elevate the experience for our members and guests.

This is a hands-on leadership role where you’ll set the standard on the floor - driving service excellence, supporting your team, and ensuring gaming operations run smoothly, safely and compliantly, while delivering an exceptional experience to every patron, every time.
  
About the Role
Reporting to the Head of Operations, you’ll play a key role in delivering a premium guest experience while ensuring the smooth day-to-day operation of the gaming floor.

You’ll lead from the front, building strong relationships with patrons, managing team performance, and driving engagement across promotions and loyalty initiatives.
  
Key Responsibilities
  • Deliver outstanding customer service and create a welcoming, engaging gaming environment
  • Lead, coach and support team members to maintain high service standards and strong culture
  • Drive participation in promotions, loyalty programs and gaming initiatives
  • Ensure compliance with all responsible gaming and operational policies
  • Oversee daily operations on shift, including rostering priorities, delegation and floor presentation
  • Respond to patron feedback and resolve issues promptly and professionally
  
What You’ll Bring
  • Proven experience in gaming or hospitality leadership
  • Strong customer service focus with a proactive, hands-on approach
  • Ability to lead by example and build a positive team culture
  • Sound knowledge of gaming operations and responsible service requirements
  • Excellent communication and problem-solving skills
  • Availability to work across a 24/7 rotating roster
  • Valid RSA, RCG and ARCG competency card
Why Join Us?
  • Be part of a vibrant and community-focused venue
  • Lead a supportive and engaged team
  • Opportunity to make a real impact on service standards and patron experience
  • Competitive salary + benefits (based on experience)
Apply Now
If you’re a natural leader who thrives in a fast-paced gaming environment and is passionate about delivering exceptional service, we’d love to hear from you.

Apply Now