Job purpose

Accountable for the management of Jin Zun Club to ensure service 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

  • Knowledgeable of all NagaWorld’s facilities, amenities and current activities;
  • Welcomes and greets guest/s upon seeing them;
  • Ensures hotel room key/s are ready and warmly assist guest/s to their assigned room;
  • Professionally assist guest/s to acknowledge on hotel registration form;
  • Updates room detail/s Front Office once guest/s is settled;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (if needed);
  • Reminds all guest and subordinates comply with the health measures implemented by government agencies (if needed);
  • Courteously approach guest/s (non-compliance) and explain to them the health safety measures implemented by law (if needed);
  • Proper settlement of guest/s utilized room and incidental charges;
  • Coordination between Jin Zun Club guest/s and respective department/s to ensure guest/s have an excellent stay experience;
  • Liaises between Jin Zun Club guest/s and related department/s to ensure highest quality service are given;
  • Resolves any room issue or perceived guest inconvenience in order to ensure guest satisfaction;
  • Efficiently handle Jin Zun Club customer complain and provide best solution with own capacity;
  • Verifies hotel room and Spa voucher/s issued to guest/s; avoid wastage of company resources;
  • Maintains department’s property in good condition, report any damages to related department for proper handling;
  • Checks and verifies Jin Zun Club daily utilized room report;
  • Verifies in Opera system and update daily check in and check out;
  • Prepares and processes room bookings for arriving guest/s;
  • Coordinates and arranges transportation for guest/s request (city tour, arrival and departure);
  • Assists to issue and prepare transport voucher and transport summary report;
  • Initiative to assist superior on operational requirement/s when needed;
  • Maintains work stations clean and tidy at all times (arrange cleaning schedule with housekeeping);
  • Builds good interpersonal relationship with guest/s and related department;
  • Liaises with VIP services team to ensure guest arrangement/s are correctly fulfilled;
  • Ensures acknowledgement of Jin Zun Club daily room transaction and submit to Admin support team for proper encoding, recording and filing;
  • Monitors and assists subordinate/s in daily room utilization report, during night audit;
  • Oversees Jin Zun Club counter activities and coordinate with front office regarding guest/s room request;
  • Ensures confidentiality on guest/s details and private information;
  • Monitors subordinate operational standards and prepare guest/s room prior to arrival;
  • Efficiently relay information to immediate superior/s on any last minute changes on guest/s arrangement;
  • Reports to immediate superior/s any incident/s occurred involving guest/s or staff matter/s when all measures are taken and issue still cannot be resolve with own capacity;
  • Monitors and sends notification of VIP hourly headcount to superior/s;
  • Updates all necessary information to Jin Zun Club group chat (issues that needed immediate attention or needed follow up);
  • No private chat or calls with Business development groups or personnel on work related matters (observe transparency and post on official group chat);
  • Performs all duties as deemed necessary of the department.

Manage the Staff

  • Ensures all Jin Zun Club staff, including new hires, are equipped with proper product knowledge and operational know how;
  • Training of Jin Zun Club staff/s, provide training materials, test and exam/s (written and practical);
  • Ensures subordinate/s does the monitoring of gaming hall and immediately coordinate with respective department/s to any defects that needed repairs;
  • Provides Q&A to subordinates from time to time to ensure knowledge are up to standards;
  • Monitors staff/s improvements on a daily, weekly and monthly basis in accordance with department’s goal;
  • Teaches and guides staff/s on step by step approach towards work standards.

Develop, Plan and Deliver Programs and Services

  • Ensures added value customer service programs exceed guest’s expectation;
  • Strongly motivated to perform assigned task with a positive result;
  • Knowledgeable of all components/features of our guest service and are trained to meet service standards;
  • Reviews and follows up incident report of any issue/complain raised by guest/s;
  • Attends F&B and Housekeeping weekly meeting and update superior/s;
  • Initiative to ensure proper distribution of manpower to meet requirements of daily operation.

Qualifications

  • Minimum 3 years of experience in Hotel Room Management / Guest Relations / Hospitality industry;
  • Strong understanding of VIP Clients, Service market sector and with proven customer service skills;
  • Previous experience hotel-casino environment to support business objectives;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Knowledge of hotel-casino operating environment, organizational structure, products and services;
  • Strong knowledge of Asian and Non-Asian VIP patron cultural preferences;
  • Strong Guest Service Orientation;
  • Understands the importance of service standards and servant leadership, can work alongside with subordinates.

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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