Job purpose

Responsible for managing Jin Zun Club operations to ensure that service standards are consistently implemented by all subordinates and aligned with relevant divisions. This role ensures the delivery and execution of service excellence to both internal and external customers, while fully supporting the company’s vision and mission.

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

  • Ensures Jin Zun Club service standards are adhered to by staff, providing excellent guest service aligned with company policies and confidentiality
  • Welcomes, assists, and professionally handles guest inquiries, membership verification, and card creation; resolves guest concerns promptly to ensure satisfaction
  • Coordinates effectively between Jin Zun Club guests and related departments, including VIP services, to ensure smooth operations and service excellence
  • Oversees daily transactions, monitors cash chip float and rolling transactions, and ensures accuracy; resolves transaction errors and escalates as needed
  • Maintains cleanliness and safety standards in the gaming area; implements health and safety measures for guests and staff
  • Trains, guides, and monitors Jin Zun Club staff, ensuring they are knowledgeable and perform to service standards; provides on-the-spot training and daily coaching
  • Monitors staff performance and operational improvements continuously, providing updates and guidance to ensure quality service delivery
  • Participates in cross-department meetings and follows up on guest incident reports to support continuous service improvement
  • Manages manpower allocation efficiently to meet operational needs and maintains transparency in all communications within official channels
  • Any other tasks assigned

Qualifications

  • Bachelor’s Degree in Hotel Management or equivalent education required
  • Minimum 3 years of experience in VIP Service Management, Guest Relations, or the Gaming industry
  • Strong understanding of VIP clients and the guest service market sector, with proven customer service skills
  • Experience in developing guest service activities to support business objectives
  • Knowledge of hotel-gaming operating environment, organizational structure, products, and services
  • Strong knowledge of cultural preferences of Asian and non-Asian VIP patrons
  • Strong guest service orientation
  • Understands the importance of service standards and servant leadership, with the ability to work alongside subordinates
  • Willingness to develop personal skills and pursue continuous learning
  • Proficient in Microsoft Office, including Excel, PowerPoint, Word, and Outlook
  • Proficient in English, Mandarin, and Cantonese languages

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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