Job Description

Create memorable experiences. Care for our members. Make a local difference.

Our business is growing, our venues are thriving and our gaming team is expanding as a result of our continued success.

We are looking for 3 friendly, attentive and customer focused people to join our team as Gaming Experience Hosts, also known as GEHs, across ExServos Nowra and Worrigee Sports.

This is much more than a gaming floor position. It is a responsible customer service role centred on building genuine connections, creating memorable experiences and looking after the wellbeing of our members and guests.

Whether you already have gaming experience or are an exceptional hospitality professional ready to learn, we want to hear from people who bring positive energy, sound judgement and a genuine passion for caring for others.

We care for the community

“We care for the Shoalhaven, every person, every time, in everything we do.”

This is more than our mission. It is the heart of our brand and the reason our organisation exists.

Shoalhaven Ex Services Group has a proud history of bringing people together and giving back to the community that supports us. Our continued business success allows us to contribute to local initiatives that create meaningful and lasting impact throughout the Shoalhaven.

We are proud to support:

• SASSI and domestic and family violence support initiatives, helping local services assist individuals and families during difficult times.
• Invictus and RSL initiatives, honouring our ex service heritage and supporting veterans, current service personnel and their families.
• Local sporting clubs and community organisations, through donations, sponsorships and practical support that encourage participation, connection and belonging.
• Community programs and local causes that improve wellbeing and make the Shoalhaven a stronger place to live.

Across ExServos Nowra and Worrigee Sports, we create welcoming places where people can connect, celebrate, dine, play and belong.

As a Gaming Experience Host, you will be an ambassador for our community brand. Every member you welcome, every conversation you have and every responsible service interaction contributes to our success and strengthens our ability to continue giving back.

What is in it for you?

We want our employees to feel welcomed, supported and recognised for the contribution they make.

When you join Shoalhaven Ex Services Group, you will enjoy:

• Flexible casual opportunities within our gaming operations.
• Competitive rates of pay, including applicable penalty rates and allowances.
• A welcoming and inclusive team environment where people support one another and enjoy working together.
• Comprehensive training and development to build your gaming knowledge, customer service skills and confidence.
• Opportunities to learn different areas of the business and develop your career within a successful and growing hospitality group.
• A rewards and recognition program featuring exciting awards for employees who make an outstanding contribution.
• The opportunity to be recognised as Employee of the Year, with Royal Caribbean cruise prizes celebrating exceptional achievement.
• A workplace where exceptional service and responsible care are noticed and celebrated.
• The satisfaction of working for a successful local organisation that reinvests in its employees, venues and community.

Our values of Respect, Openness, Empowerment and Collaboration shape the way we care for our members, support our community and work with one another.

Your role

Continued business success and a rapidly growing team have created opportunities for engaging and responsible Gaming Experience Hosts to join our gaming operations.

This is a hands on, front of house customer service role where you will create a welcoming, safe and enjoyable environment for our members and guests.

You will be visible and approachable on the gaming floor, building positive relationships, assisting customers and delivering attentive service.

An important part of your role will be observing customer behaviour, completing welfare interactions and supporting our commitment to responsible gambling and harm minimisation.

No two shifts will be exactly the same. You may be welcoming a regular member, explaining a gaming machine feature, processing a payout, providing beverage service or checking in with a customer who may need support.

What you will do

• Welcome members and guests with warmth, professionalism and genuine care.
• Build positive relationships by remembering customers, understanding their preferences and providing personalised service.
• Maintain a visible and approachable presence throughout the gaming floor.
• Assist customers with gaming machine enquiries and explain machine features clearly and responsibly.
• Process gaming machine payouts and financial transactions accurately and in accordance with approved procedures.
• Monitor the gaming environment and promptly report machine faults, safety issues or unusual activity.
• Conduct customer welfare interactions and respond appropriately to signs of gambling related harm.
• Support self exclusion, responsible gambling and harm minimisation procedures with discretion and empathy.
• Provide accurate information about available gambling support services when required.
• Prepare and serve beverages in accordance with responsible service requirements.
• Maintain high standards of presentation, cleanliness and comfort throughout the gaming areas.
• Promote venue activities, membership benefits and approved gaming promotions responsibly.
• Complete required records, checks and compliance documentation accurately.
• Work closely with Duty Managers, compliance staff and other operational teams.
• Protect customer privacy and handle personal and financial information with discretion.
• Represent our values and community brand in every interaction.

What you will bring

• A genuine passion for customer service and creating positive experiences.
• A friendly, confident and professional manner.
• Strong communication skills and the ability to connect with people from different backgrounds.
• Emotional awareness and the confidence to conduct sensitive welfare conversations.
• Good attention to detail and the ability to follow financial and compliance procedures.
• Integrity, discretion and sound judgement.
• The ability to remain calm, organised and helpful during busy periods.
• Reliability, punctuality and a positive approach to teamwork.
• Availability to work a flexible roster, including evenings, weekends and public holidays.
• A current RSA and RCG competency card, or a willingness to obtain the required competencies before commencing employment.
• Completion of ARCG training where required for the position.
• Previous gaming, club, hospitality or customer service experience is desirable, although an exceptional attitude and willingness to learn are equally important.
• A commitment to responsible gambling, harm minimisation and creating a safe environment for every customer.

Ready to join our gaming team?

Bring your personality. Create genuine connections. Join a team that cares for its people and its community.

Please submit your résumé and a short cover letter telling us about your customer service experience, your availability and why you would like to join Shoalhaven Ex Services Group.

Shoalhaven Ex Services Group is committed to creating a diverse and inclusive workplace. We welcome applications from people of all backgrounds, experiences and abilities.