Job purpose

Accountable for the management of Jin Zun Club to 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

Monitor and Oversee Operational Management of the Department

  • Welcomes and greets guest/s upon seeing them;
  • Builds good interpersonal relationship with guest/s and related department/s;
  • Liaises between Jin Zun Club guest/s and related department/s to ensure smooth cooperation and operational flow in providing service excellence;
  • Knowledgeable of all Nagaworld facilities, amenities and current activities;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (if needed);
  • Ensures all guest and subordinates comply with the health measures implemented by government agencies (if needed);
  • Courteously approach guest/s (non-compliance) and explain to them the health safety measures implemented by law (if needed);
  • Liaises between Jin Zun Club guest/s and related department/s to ensure highest quality service are given to guest/s;
  • Resolves any problem or perceived guest inconvenience in order to ensure guest satisfaction;
  • Efficiently handles Jin Zun Club customer basic complain and notify superior/s;
  • Monitors rolling transaction / cash buy in / close trip rendered to guest/s;
  • Maintains department’s property in good condition, report any damages to related department for proper handling;
  • Assists superior on operational requirement/s as needed;
  • Maintains gaming area clean and tidy at all times (arrange cleaning schedule with housekeeping);
  • Liaises with VIP services team to ensure guest arrangement/s are correctly fulfilled;
  • Ensures acknowledgement of Jin Zun Club daily transaction and submit to Admin support team for proper encoding, recording and filing;
  • Closely monitors NN / Cash chip float assigned to subordinates (accountable for float box);
  • Oversees treasury counter transaction to ensure smooth operational flow;
  • Efficiently relay information to immediate superior/s on any last minute changes on guest/s arrangement;
  • Ensures strict confidentiality on guest/s details and personal files;
  • Reports to immediate superior/s any incident/s occurred involving guest/s or staff matter/s when all measures are taken and issue still cannot be resolve with own capacity;
  • Updates all necessary information to Jin Zun Club group communication (issues that needed immediate attention or needed follow up);
  • No private chat or calls with Business development groups or personnel on work related matters (observe transparency and post on official group chat);
  • Resolves transaction error and provide proper corrective measures (In the absence of Manager, Assistant Manager to act on it);
  • Performs all duties as deemed necessary of the department;
  • Adheres to service standard and provide guest/s with best service experience.

Manage the Staff

  • Ensures all Jin Zun Club staff, including new hires, are equipped with proper product knowledge and operational know how;
  • Training of Jin Zun Club staff/s, provide training materials, test and exam/s (written and practical);
  • Ensures subordinate/s monitor gaming hall status and immediately coordinate with respective department/s to any defects that needed repairs;
  • Provides Q&A to subordinates from time to time to ensure knowledge are up to standards;
  • Monitors staff/s improvements on a daily, weekly and monthly basis in accordance with department’s goal;
  • Teaches and guides staff/s on step by step approach towards work standards.

Develop, Plan and Deliver Programs and Services

  • Ensures added value customer service program/s to exceed guest’s expectation;
  • Strongly motivated to perform assigned task with a positive result;
  • Knowledgeable of all components/features of our guest service and are trained to meet service standards;
  • Reviews and follows up incident report of any issue/complain raised by guest/s and ensure result are given;
  • Attends F&B and Housekeeping weekly meeting and update superior/s (if necessary);
  • Initiative to ensure proper distribution of manpower to meet requirements of daily operation.

Qualifications

  • Minimum 3 years of experience in Gaming Management / Guest Relations / Hospitality industry;
  • A strong understanding of VIP Clients, Service market sector and with proven customer service skills;
  • Previous experience with marketing and management skill to support business objectives;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Knowledge of Casino / Hotel operation environment, organizational structure, products and services;
  • Strong knowledge of Asian and Non-Asian VIP patron cultural preferences;
  • Strong Guest Service Orientation;
  • Understands the importance of service standards and servant leadership, can work alongside with subordinates.

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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