Job purpose

Responsible and accountable of VIP Service department Admin Support operation to ensure administrative standards are implemented to all subordinate and aligned with all relevant division in the delivery as well as execution of service excellence to both internal and external customers.

Duties and responsibilities

Monitor and Oversee Operational Management of the Department

  • Assists in the implementation and organization of department’s Admin operational processes and procedures;
  • Ensures adherence to company and department’s policies and procedures;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (if needed);
  • Quick to response on guest/s concerns and provide solution or refer to person that can handle;
  • Efficient decision making process by identifying a problem, gathering information and providing alternative resolutions;
  • Effective management abilities and being results oriented;
  • Provides support to company and superior/s (when necessary);
  • Liaises with internal and external department on admin related operations;
  • Monitors and assists to update Agent / Incentive group room reservations, prepares night audit report (Agent / Incentive group room and transport billing, daily and monthly report, ICS rooms report);
  • Monitors room forecast report and relay information to superior;
  • Assists to update department’s report – URS (Unified Reporting System);
  • Assists and monitors Agent / Incentive staff/s I.D. application and processing;
  • Assists and monitors Limo / H1 / Transport report (daily km reading, petrol report, car wash report, prepare svay card report, Daily H1 and Limo movement report, maintenance and repair report, Limo and H1 monthly report);
  • Assists and monitors department’s stock and inventory control;
  • Assists to train and monitors Admin operations of new report system; ensure each team is knowledgeable;
  • Processes and sends reservation for hotel room booking/s (follow up with reservations);
  • Accurately verify transport daily report and monthly report (coordinate with VIP Limo and transport team);
  • Facilitation of department/s requirements (internal and external);
  • Assists to update and encode VIPD Purchase and Inventory system (knowledge on OPERA, MICROS, CMP and CRM system);
  • Updates and prepares daily room count report;
  • Checks and monitors room availability (inform respective groups and division);
  • Verifies room vouchers with manifest (tally with hotel and finance);
  • Verifies and updates daily FOC room record, room report and room night utilized;
  • Accurately update daily ICS room report (for JZC report);
  • Monitors and verifies daily Agent / Incentive group, JZC actual room taken;
  • Processes and follows up Agent / Incentive group staff I.D. with respective department;
  • Monitors and follows up on Agent / Incentive group staff/s I.D. (expired I.D.), spot check on a quarterly basis;
  • Checks and updates for any banned list with HR and security department;
  • Checks and verifies driver/s over time claim based on tracking system;
  • Verifies and updates assist to check daily transport voucher posting in Opera system;
  • Verifies and updates check daily petrol and diesel usage;
  • Compiles, verifies and updates of daily transport car wash record;
  • Monitors, verifies and updates daily car arrangement request / usage (KM usage should have little difference between location);
  • Verifies and monitors monthly transport kilometer reading (Every cut-off period for KM reading; Driver need to take photo of the actual car KM reading, include the time, date and car plate);
  • Verifies airport vehicle parking card (Top up) and proper recording;
  • Verifies transport mobile phone expenses record and replenish;
  • Verifies and updates transport car accessory inventory (General, maintenance, repair, etc….);
  • Verifies and updates Limo / Transport vouchers and prepare monthly report for submission;
  • Verifies Limo / Transport general maintenance and repairs report;
  • Monitors and updates ICS system report;
  • Requisition and preparation of department’s supplies (MICROS System) seek superior for approval;
  • Prepares VIP Service department requisitions (K2 / BCJ / IT / laundry / Admin);
  • Prepares requirement and training material for new joiner/s;
  • Compiles and proper filing of HR and department’s S.O.P / Memorandum and disciplinary letter;
  • Trains and motivates subordinates to improve working performance;
  • Coordinates with Document control on which department files to be kept (scan and file) and discard;
  • Properly prepare staff/s uniform and laundry code and other arrangements;
  • Updates and verifies monthly Agent / Incentive group report for proper identification of the number of arrivals based on nationality and group;
  • Verifies and monitors daily Agent / Incentive group and JZC actual arrival and departure list for reporting;
  • Prepares Agent / Incentive group daily room utilization, transport usage report;
  • Monitors, updates and prepares Agent / Incentive group miscellaneous / incidental charges and for acknowledgement;
  • Monitors, summarizes and compiles Department’s billing for cut-off periods;
  • Verifies and accepts Airline booking / reservations / reports;
  • Attends Training session on Airline Ticketing and Ticketing operations (Direct ticket issuance) other airline procedures (optional);
  • Knowledgeable and access to SABRE system (optional);
  • Checking and validation of passenger/s air ticket with requestor (optional);
  • Creates and processes “Air Ticket Purchase Form for passenger/s to fill up (optional);
  • Confirmation with passenger/s prior to booking (optional);
  • Approvals from superior needed prior to booking and ticket issuance (optional);
  • Air ticket billing and settlement will be handled by treasury department  (optional);
  • Passenger profiling (record passenger/s preferred seat/s and personal data/s) must be kept strictly confidential.

Manage the Staff

  • Assigns task and responsibilities; review and evaluate work methods and procedures;
  • Handles staff/s issues with fair judgment and evaluate accordingly to company / department’s regulation;
  • Assists and trains subordinates to achieve better working performance;
  • Evaluates and analyzes service performance with staff performance review (semi-annual / annual);
  • Reviews staff/s development and performance, submit proposals to superior;
  • Ensures duties are fulfilled while maintaining consistent exceptional guest service.

Develop, Plan and Deliver Programs and Services

  • Executes department’s admin strategy and plan for enhancing service levels;
  • Liaises with internal / external departments to ensure a well-coordinated operational process;
  • Monitors and accounts for department/s daily operational expenses (F&B, Hotel room, airport hassle free, visa and transport service rendered to VIP guest/s);
  • Monitors VIP daily room allotment and ensure efficiency. (Coordinate with incentive group, reservations and front office);
  • Executes the development, implementation and measurement of staff/s performance standard/s;
  • Attends management performance training.

Qualifications

  • Minimum 5 years of experience in VIP Services Admin management experience or same level of experience;
  • Strong understanding of VIP Clients, Agent / Incentive group and with proven customer service skills;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Previous experience in administrative management to support business objectives;
  • Knowledge of hotel-casino environment, organizational structure, products and services;
  • Strong knowledge of Asian and Non-Asian VIP patron cultural preferences;
  • Understands the importance of service standards and servant leadership, can work alongside with subordinates and superior.

Working conditions

This position may require extended working hours and may include evenings, weekends and public holidays.

Direct Reports

Any person(s) nominated by management.

How to apply

Please submit CV, highlighting job position to careers@nagaworld.com
Talent Acquisition – Group Human Resources
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

Follow us: Facebook / Telegram