Job purpose

Responsible for “meet and greet” receiving guest at the airport, 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

Ensure Compliance to Rules and Regulations

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

General Job Functions

  • Welcomes and greets guests upon arrival and departure at the airport upon arrival;
  • Assists guest/s to Ministry of Health testing area and brief guest/s of the M.O.H quarantine process at airport (if necessary);
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (ready face mask and alco-gel, if needed);
  • Oversees VIP airport office and manpower allotment; (maintain cleanliness and adjust manpower allotment on heavy arrivals and departures);
  • Supervises VIP Airport daily operation (knowledgeable of airport facilities and amenities rendered to passenger/s);
  • Monitors and updates VIP hotel support supervisor on airline flight status (any changes will have to coordinate immediately to VIP hotel support team to inform respective guest/s and JV incentive group);
  • Abilities to coordinate with airline representatives;
  • Abilities to liaise with immigration officer/s and airport police officer/s;
  • Liaises with airline representative (regarding guest/s concerns);
  • Ensures all guest/s passport/s are handled securely;
  • Calmly handles guest/s concerns at the airport with own capacity (notify superior immediately if unable to settle);
  • Observes confidentiality to all times on guest’s personal details or information and avoid any security breach;
  • Adherences to “No Cash” Policy at airport unless given approval from superior. (Airport Supervisor are not allowed to collect money from arriving guest/s for visa processing and hassle free charges unless instructed to do so);
  • Fairly address guest/s issues and concerns (report to immediate superior);
  • Performs other duties as assigned by management;
  • Strict adherence to confidentiality policy (all guest’s personal details and information strictly private and confidential);
  • Properly and clearly handover of information to colleagues for next shift.

Arrivals 

  • Coordinates with respective airport representative/s for proper processing of guest/s service upon arrival;
  • Ensures all guest/s passport are safely transported from airport to NagaWorld, all guest/s passport are placed in a secured lock bag and recorded prior to transfer process (when necessary);
  • Informs airport representative the number of arriving guest/s prior to their flight arrival;
  • Meets guest/s at the arrival hall area; (Use signage to ensure guest/s are welcome and pick- up);
  • Ensures accuracy and completeness of arrival process;
  • Politely collects document/s from guests, upon their arrival prior to arrival processing (flight tickets, boarding pass and passports for visa application, if necessary);
  • Ensures arriving guest/s are given proper information (process in handling guest/s passport, date and time guest/s to claim their passport/s);
  • Confirms and account for the actual number of persons arriving with CRM data;
  • Ensures all arriving and departing guest are properly screened and not in the NagaWorld banned list. Report immediately to superior (guest under banned list);
  • Assists guest to complete and fill-up airport forms (If necessary);
  • Scans guest/s passport and email to respective department/s for proper facilitation;
  • In circumstances, where hired car/van fails to arrive, apologize to guests and immediately arrange for an alternative transport such as taxi. Notify Superior and liaise with agent / incentive group P.I.C. for settlement.

Departures

  • Coordinates with driver to ensure transportation is ready for the guest/s at the arrival hall assigned guest/s pick up area;
  • Coordinates with respective airline representative for guest/s service upon departure;
  • Reconfirms without delay all air tickets according to preferred date of departure (if needed);
  • Ensures that guest’s have their correct passports, in order to leave on time as they wish;
  • Avoids causing inconvenience to guest at airport, provide immediate solution when necessary.

Manage the Staff

  • Oversees subordinates ensure their daily task is done;
  • Monitors staff/s overall grooming prior to heading for assigned area/s;
  • Ensures company, department and airport policies are implemented to all subordinates;
  • Ensures staff/s understand the basic operational procedure of the department;
  • Trains and helps staff/s remember airport facilities and amenities (product knowledge);
  • Coaches, teaches staff/s and fairly implement appropriate action on incurred offence/s;
  • Guides staff/s to positively approach concerns;
  • Must have a good leadership qualities;
  • Adherences of company and department’s SOP to subordinates;
  • Adjusts manpower allotment and rotation (when necessary);
  • Assists to monitor staff/s improvements on a daily, weekly and monthly basis in accordance with department’s goal report progress to superior;
  • Assists subordinate to ensure progress on their work performance;
  • Handles staff issue/s for non-compliance to policies and procedures by own capacity (report to superior when needed).

Qualifications

  • High school graduate or equivalent education required;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Must have supervisory skills or same level of skills;
  • Minimum 3 years of work experiences related to the job;
  • Knowledge in airport and airline processes;
  • 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;
  • Have patience and professional.

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 – Human Resources Department
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

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