In this episode of Where2FromHere, Renae Leith-Manos speaks with Jess Sykes, The Star Gold Coast’s Operations Manager.
Jess Sykes opens up about evolving luxury travel, meeting global guest expectations, and the people shaping Australia’s next-generation destinations.
Luxury hospitality is often judged by what guests see—the architecture, the dining rooms, the thread count, the views. But the real work of luxury happens quietly, behind the scenes, guided by people who understand that experience is emotional long before it is visual.
In the latest episode of Where2FromHere, host Renae Leith-Manos sits down with one of those people: Jess Sykes, Operations Manager at The Star Gold Coast, whose influence is felt far beyond her title.
Jess is not a loud presence. She doesn’t trade in buzzwords or bravado. Instead, her career has been shaped by instinct, observation, and an ability to read people—skills that are increasingly critical in a hospitality landscape defined by diversity, speed, and rising expectations. Listening to her speak, it becomes clear that modern luxury is no longer about imposing a standard, but about adapting it.
Her journey at The Star began years ago, evolving alongside the property itself. What stands out is not a single career-defining moment, but her willingness to grow with the business and with the guests it attracts. The Gold Coast has transformed dramatically over the past decade, emerging as a serious luxury destination rather than a seasonal leisure escape.
Jess has witnessed this shift from the inside, navigating a guest mix that spans domestic regulars, international high-rollers, multi-generational families, and first-time luxury travellers—each arriving with vastly different ideas of what “five-star” should feel like.
For Jess, the key has always been meeting guests where they are. Not where a brand manual says they should be, but where they actually are—culturally, emotionally, and experientially. A guest arriving from Europe brings different expectations to one flying in from Asia-Pacific.
Some want formality and ritual, others warmth and familiarity. The challenge, she explains, is delivering consistency without uniformity. It’s a philosophy that underpins everything from service design to staffing decisions, and it’s increasingly what separates memorable luxury from forgettable opulence.
The conversation naturally turns to the Gold Coast itself, a destination in the midst of rapid reinvention. Luxury hotel construction is accelerating, and with it comes competition—not just between properties, but between global destinations. Jess speaks candidly about the responsibility that comes with growth. Building new hotels is not enough; destinations must evolve thoughtfully, investing in experiences that feel authentic rather than imported. Relevance, she suggests, comes from understanding why travellers choose a place, not just where they sleep once they arrive.
Within The Star, that evolution is visible in the way food, wellness, and lifestyle experiences are positioned. Jess lights up when discussing her personal favourites, not because they are flashy, but because they deliver a sense of place and polish that guests remember long after check-out. Dining becomes part of the story of a stay, not a standalone attraction. It’s this integration—between accommodation, dining, entertainment, and wellbeing—that defines the property’s approach to contemporary luxury.
Wellness, in particular, has shifted from a “nice-to-have” to a core expectation. Jess notes that today’s luxury traveller is as focused on how they feel as on what they consume. Sleep quality, space to decompress, access to wellness experiences—all are now part of the luxury equation. Importantly, these offerings must feel intuitive rather than prescriptive. Guests don’t want to be told how to relax; they want environments that make it easy to do so.
As the conversation deepens, Jess opens up about leadership—specifically, what it means to lead as a woman in an industry that has traditionally rewarded visibility over substance. She speaks honestly about the challenges, the moments of self-doubt, and the importance of backing yourself even when you don’t fit a traditional mould. The influence of strong leadership above her, particularly from The Star’s CEO Jennifer, has played a role in shaping her confidence and her approach to management. Leadership, in Jess’s view, is less about authority and more about trust—creating cultures where teams feel supported, seen, and empowered to deliver excellence consistently.
One of the most compelling moments of the episode comes when Jess recounts the most surprising guest experience of her career. It’s not a story of excess or celebrity, but of emotional impact—proof that the most powerful luxury moments are often the quietest. These are the experiences that don’t make marketing brochures but shape reputations through word of mouth and loyalty.
By the time the conversation turns to what’s next, it’s clear that Jess’s aspirations are grounded rather than grandiose. She’s less interested in titles than in influence—continuing to shape environments where guests feel genuinely cared for, and where teams can thrive under pressure without losing their humanity.
This episode of Where2FromHere offers a rare glimpse into the inner workings of luxury hospitality at scale. It’s a reminder that while destinations evolve and expectations rise, the future of luxury travel will always be shaped by people who understand that the real measure of success is not how impressive something looks—but how it makes someone feel.
Quietly insightful and refreshingly honest, the conversation leaves listeners with a deeper appreciation for the minds behind the magic—and a clearer sense of where luxury hospitality is headed next.
Click here for more on The Star, Gold Coast.
