Job title: Executive, Room Division

Department: VIP Services

Sub-department: Jin Zun Club

Reports to: Assistant Manager, Room Division

Job purpose

Accountable for the management of Jin Zun Club to ensure service standards are implemented to all subordinate and aligned will 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 facilities, amenities and current activities
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard
  • Ensure all guest and subordinates comply with the health measures implemented by government agencies
  • Courteously approach guest/s (non-compliance) and explain to them the health safety measures implemented by law
  • Liaise between Jin Zun Club guest/s and related department/s to ensure smooth cooperation and operational flow in providing service excellence
  • Liaise between Jin Zun Club guest/s and related department/s to ensure highest quality service are given to guest/s
  • Resolve any problem or perceived guest inconvenience in order to ensure guest satisfaction
  • Efficiently handle Jin Zun Club customer basic complain and notify superior/s
  • Monitor room and Spa voucher/s issued to guest/s; avoid wastage of company resources
  • Maintain department’s property in good condition, report any damages to related department for proper handling
  • Assist superior on operational requirement/s when needed
  • Maintain work stations clean and tidy at all times (arrange cleaning schedule with housekeeping)
  • Build good interpersonal relationship with guest/s and related department
  • Liaise with VIP services team to ensure guest arrangement/s are correctly fulfilled
  • Ensure acknowledgement of Jin Zun Club daily transaction and submit to Admin support team for proper encoding, recording and filing
  • Monitor room utilization daily report during night shift
  • Oversee Jin Zun Club counter activities and coordinate with front office regarding guest/s room request
  • Ensure confidentiality on guest/s details and private information.
  • Monitor 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
  • Report 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
  • Monitor and send notification of VIP hourly headcount to superior/s
  • Update 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

  • Ensure 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)
  • Ensure subordinate/s does the monitoring of gaming hall and immediately coordinate with respective department/s to any defects that needed repairs.
  • Provide Q&A to subordinates from time to time to ensure knowledge are up to standards
  • Monitor staff/s improvements on a daily, weekly and monthly basis in accordance with department’s goal
  • Teach and guide staff/s on step by step approach towards work standards

Develop, Plan and Deliver Programs and Services

  • Ensure 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
  • Attend F&B and Housekeeping weekly meeting and update superior/s
  • Initiative to ensure proper distribution of manpower to meet requirements of daily operation

Qualifications

  • With 3-5 years of Room Management / Guest Relations / Hospitality industry experience
  • A strong understanding of VIP Clients, Service market sector and with proven customer service skills
  • Previous experience developing marketing and event activities to support business objectives
  • Foreign language skills (minimum Mandarin and Cantonese, other Chinese dialects or South East Asian languages are an asset)
  • Knowledge of 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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