Job purpose

Assists the Assistant Front Office Manager / Front Office Manager in managing the Front Desk, oversees and directs all aspects of Front Office and guest relations functions to achieve the highest guest satisfaction to current and future VIPs.

Duties and responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures compliance with all NagaWorld 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 and provides direction for day-to-day operation and administration of all components of Front Office;
  • Ensures compliance of all standards and policies, conducts supervision, hiring, scheduling, performance management, coaching, promotional recommendations and disciplines as needed;
  • Organizes and conducts regular meetings for all staff to facilitate communication and a smooth operation;
  • Familiarizes self with new procedures and updates staff all times;
  • Analyzes employee’s strengths, weaknesses and opportunities;
  • Develops and implements action plans to improve strengths, overcomes weaknesses and captures opportunities;
  • Monitors Front Desk personnel to ensure maximum guest satisfaction through personal recognition and prompts cordial attention from arrival through departure;
  • Checks with Front Office Supervisor to ensure that reservations are inspected and blockings are done as per procedure, attends to room changes, establishes status of available rooms and plans the day’s work;
  • Ensures maximum safety of the guests and employee during emergencies;
  • Promptly handles guests’ feedback and informs the necessary departments where appropriate;
  • Contacts department head in emergencies requiring immediate action;
  • Handles guest complaints and refers them as necessary, follows up on corrective action;
  • Manages Front Office cashiering, floats and all monetary items on daily basis;
  • Oversees hotel’s night functionality and conducts Front Office Night Auditing duties;
  • Receives records and handles guest comments, suggestions and complaints for Management action;
  • Performs other tasks or projects as assigned by hotel management and team members;
  • Checks emails constantly and follows up for matters need to be done;
  • Checks the Junket Player Manifest received from VIP Services. Rooms listed on the manifest (tally on the voucher and rooming list) must be checked in correct rooms with updated guest names;
  • Tracks and releases Junket allotment before running night audit;
  • Be visible at the hotel lobby to assist any guest and staff concerns promptly;
  • Key respondence to any emergency situation. Be familiar with all emergency and safety response procedures;
  • Initiates action to correct a hazardous situation and notifies supervisors of potential dangers, logs incidents and accidents in accordance with hotel requirements;
  • Investigates all reported housekeeping room discrepancy;
  • Prepares necessary reports as instructed and leads the daily briefing for 3 shift under Front Office department;
  • Reviews Front Office Supervisor’(s) performances on a monthly basis, and takes care/ oversees documentation of appraisals on bi-annual basis.

Qualifications

  • Diploma in hotel/hospitality management;
  • Minimum 3 years of experience in managerial experience within Front Office capacity with OPERA knowledge;
  • Able to work longer hours than the usual working hours from time to time;
  • Able to work under pressure from immediate superior;
  • First Aid Knowledge or emergency respond knowledge will be an added value;
  • Ability to respond and react instantaneously to unforeseen;
  • English language proficiency;
  • Other language(s) proficiency, preferably Mandarin.

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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