Job purpose

Responsible for the service standards at airport 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

Ensure Compliance to Rules and Regulations

  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules and Regulations at all times.

General Job Functions

Arrival/s

  • Welcomes and greets guests upon arrival and departure at the airport. (Always welcome guest with a SMILE);
  • Knowledgeable of all airport facilities and amenities (areas offered to passenger/s);
  • Assists guest/s to Ministry of Health testing area upon arrival and brief guest/s of the M.O.H quarantine process (if needed);
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (if necessary);
  • Upon arrival at the airport, check and verify all airline flight status for any changes on the flight departure and arrival time, notify Hotel support supervisor for any changes;
  • Arrives at the airport arrival hall at least half an hour prior to flight landing (guest/s arrival);
  • Welcomes guest/s at the arrival hall and assist to luggage collection area (guest/s to carry own luggage cross customs check);
  • Ensures the number of person/s to pick up prior to their arrival;
  • Monitors transport movement and ensure transport in front of the arrival hall, 5 mins ready before guest/s alight from arrival hall;
  • Uses airport signage (guest name or Agent / Incentive group name with flight details) to pick up guest;
  • Reminds guest/s to check all belonging/s prior to departure from airport to hotel;
  • Ensures arriving guest/s are given proper information;
  • Ensures all arriving guest are properly screened and not in the banned list;
  • Confirms and tallies the actual number of persons arriving with the passports collected;
  • Guides guest/s to immigration processing area and visa section area (if necessary);
  • Assists guest/s at custom area (when necessary);
  • Ensures accuracy and completeness of immigration process; (Verify the arrival stamp and guest passport/s);
  • If for some reasons a hired car/van fails to arrive, quickly to apologizes to the guests and arrange for an alternative transport such as taxi;
  • Performs other duties as assigned by superior and management.

Departure/s

  • Proper coordination with Transport team for departure, to be efficient in guest pick up and transfers;
  • Welcomes guest/s at departure terminal and assist to departure hall;
  • Checks and ensures no guest/s belonging are left behind inside the arranged transport;
  • Avoids causing inconvenience to guest at airport, immediately resolve arising issue (report to superior);
  • Reminds guest to check their belonging upon alighting from arranged transport;
  • Ensures that the guests have their correct passport/s, so that they leave on time as they wish;
  • Verifies departure manifest that correspond to the departure flight date and time, report immediately for any discrepancies. (if needed);
  • Confirms and tallies actual number of persons departing based on CRM list;
  • Verifies and confirms guest/s air ticket to avoid any delay (if necessary).

Qualifications

  • Secondary graduates or equivalent education required;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Minimum 2 years of working experience in airport customer service within an airport environment / setting;
  • Good understanding of process of respective department/s at the airport;
  • Detail oriented, critical thinking and problem-solving skills;
  • Must have strong leadership, organizational, communication, human relations, and decision-making skills;
  • Ability to work under pressure;
  • Outgoing, tactful, cheerful, courteous, diplomatic and responsible;
  • Have professionalism, well groomed and polite.

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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