Job purpose

Accountable for managing the VIP Service department to ensure the highest service standards are consistently implemented across all subordinates. This role requires alignment and collaboration with all relevant divisions to deliver and execute service excellence for both internal and external customer.

Duties and Responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures compliance with all NagaWorld’s standards or relevant industry standards during all aspects of work
  • Ensures all employees adherence to NagaWorld’s Code of Conduct, Internal Rules, and Regulations at all times

General Job Functions

  • Welcomes and assists VVIP guests at the main entrance, including express check-in, ensuring a smooth arrival experience
  • Oversees daily department operations and sub-departments, including staff rotation, daily schedules, CRM arrival/departure lists, and night reports
  • Monitors room utilization, arrival forecasts, guest arrivals/departures, and flight schedules, providing timely updates and ensuring WIP rooms are ready in coordination with related departments
  • Professionally handles agent/incentive group operators, customer complaints, and major incidents within department guidelines; escalates unresolved issues to superiors promptly
  • Conducts daily briefings focusing on staff grooming, posture, product knowledge, and operational training; supports ongoing Q&A to maintain service standards
  • Monitors and evaluates staff performance regularly to ensure continuous improvement aligned with department goals and company procedures
  • Develops and delivers customer service programs that consistently exceed guest expectations, maintaining comprehensive knowledge of all guest services and NagaWorld facilities
  • Collaborates with F&B and Housekeeping through weekly meetings and updates superiors on relevant information
  • Plans and allocates manpower effectively to meet daily operational demands while fostering a culture of service excellence
  • Any other tasks assigned

Qualifications

  • Bachelor’s Degree in Hotel Management or equivalent education required
  • Strong understanding of VIP clients, including Asian and non-Asian cultural preferences, Joint Ventures/Incentive groups, and guest service standards
  • Experience in developing marketing and event activities to support business objectives
  • Knowledge of hotel-casino operations, organizational structure, products, and services
  • Demonstrated servant leadership with the ability to work alongside subordinates
  • Minimum 5 years of experience in VIP Service Management, Guest Relations, or Hospitality
  • Proficient in Microsoft Office including Excel, PowerPoint, Word, Outlook
  • English, Mandarin, and Cantonese language proficiency

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.

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