Job purpose

Responsible for the operational efficiency of all Telephone Operator areas during shift and the service delivery of those areas. Promotes the desired work culture by living Our Winning Ways of Do The Right Thing, Show We Care, Aim Higher, Celebrate Differences and Work Better Together, and the brand ethos.

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

General Job Functions

  • Maintains a consistently high standard of operation and customer services;
  • Ensures all communication relating to the hotel is action speedily and efficiently;
  • Maximizes of sales and revenue for the hotel by maintaining a sales attitude at all times;
  • Fast and efficiently transferring of internal and external calls;
  • Answers calls within 3 rings by using the hotel standard greeting in a very courteous manner;
  • Ensures wakeup call requests are following up by the associates on every shift;
  • Be conversant with the Fire and Emergency procedures and the use of overriding paging system;
  • Handles the paging system (Internal and external paging), radio system and in house movie system;
  • Maintains confidential information related to the guest and associates in the hotel;
  • Ensures a high level of product knowledge of the hotel, promotion and general information;
  • Forwards any complaint to the Duty Manager on duty;
  • Ensures that Front Office Manager is kept fully aware of any positive or negative feedback from the guest or associates;
  • Trains the newcomers of the standard operation procedure, job description and hotel policy and procedures;
  • Assists the Front Office manager in maintaining supervision, direction and leadership for the department in order to achieve the desired result in accordance with the hotel’s vision and mission statement;
  • Motivates the associates, in return they will provide the highest standard of service to the guest;
  • Rosters monthly work schedule for the department to ensure sufficient work force in order to deliver the desired level of services as stated in the hotel’s policies and procedures;
  • Ensures all equipment in the department is in working condition;
  • Responsible in carrying out scheduled training for Call Center Assistant;
  • Demonstrates Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same;
  • Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures;
  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly;
  • Initiates action to correct a hazardous situation and notifies supervisors of potential dangers;
  • Logs security incidents and accidents in accordance with hotel requirements.

Qualifications

  • High School graduate or equivalent education required;
  • Minimum 1 year of progressive experience in a hotel or a related field;
  • Proficient in Microsoft Office including Excel, PTT, Word and Outlook;
  • English and Mandarin language proficiency.

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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