Job purpose

Accountable for the management of Jin Zun Club to ensure service standards are implemented to all subordinate and aligned will all relevant division in the delivery as well as execution of service excellence to both internal and external customers.

Duties and responsibilities

General Function

  • Welcomes and greets guest inside gaming hall and say “Thank you” upon leaving;
  • 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;
  • Ensures rolling transaction / cash buy in / close trip rendered to guest/s are correct and accurate;
  • Maintains department’s property in good condition, report any damages to related department for proper handling;
  • Maintains gaming area clean and tidy at all times (chair neatly tuck in place and gaming table cleared of any rubbish);
  • Liaises with VIP services team to ensure guest arrangement/s are correctly fulfilled;
  • Acknowledgement of Jin Zun Club F&B daily transaction and submit to Admin support team for proper encoding, recording and filing;
  • Accurately performs transaction NN / Cash chip float with guest/s (check and account float box);
  • Ensures all cash gathered from guest are counted and spread for CCTV review;
  • Immediately identify counterfeit cash upon receiving it from guest/s;
  • Accurately performs transaction at treasury counter 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 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);
  • 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 subordinate/s understand and implement basic cleanliness and hygiene steps;
  • Teaches and guides staff/s on step by step approach towards work standards;
  • Oversees coordinator daily activities and assist to improve work performance;
  • Monitors subordinate operational standards and prepare guest/s room prior to arrival;
  • Guides staff to perform proper operational procedures;
  • Oversees hygiene and proper grooming of staff/s prior reporting to assigned areas.

Develop, Plan and Deliver Programs and Services

  • Recommends subordinates to enroll to basic skill set training;
  • Recommends subordinates to enroll to basic language skill (Basic English and Basic Mandarin);
  • Assists and guide subordinates (when necessary).

Qualifications

  • Minimum 3 years of experience in Hotel-Casino Management / Guest Relations / Hospitality industry experience;
  • A strong understanding of VIP Clients, Service market sector and with proven customer service skills;
  • Previous experience in a Hotel / Casino environment;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Knowledge of casino operating 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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