Job purpose

The Casino Service Shift Manager is pivotal in ensuring the smooth operation of Marketing. This role involves monitoring the complimentary services based on the gaming activities of the patrons and providing an enjoyable gaming experience to them. Additionally, the role includes monitoring Customer Service and resolve customer inquiries, investigate disputes, and addressing customer complaints. Casino Service Shift Manager should possess excellent communication and interpersonal skills, as well as strong problem-solving and decision-making abilities.

Duties & 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 adherence to NagaWorld’s Code of Conduct, Internal Rules, and Regulations at all times

General Job Functions

  • Manages the daily operations of the High Limit and Mass Service segments
  • Ensures excellent customer service and compliance with Company service standards
  • Monitors complimentary services to ensure compliance with established criteria
  • Leads, coaches, and supervises the team to achieve operational excellence and departmental KPIs
  • Coordinates with relevant departments to resolve operational issues and enhance guest satisfaction
  • Handles guest complaints, rating disputes, and point adjustments in accordance with Company policies and SOPs
  • Monitors operational reports and ensure the accuracy of daily records
  • Any other tasks assigned.

Qualifications

  • Bachelor’s Degree in Sales & Marketing, Management, or equivalent education required
  • Minimum 3 years of experience in casino marketing environment focused on service provision operations
  • Demonstrates strong leadership, team supervision, problem-solving, and decision-making skills
  • Demonstrates proficiency in using enterprise casino systems
  • Proficient in Microsoft Office, including Excel, PPT, Word and Outlook
  • English Language proficiency and Mandarin Language proficiency is a plus

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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