Job Purpose

Under the general direction of the Guest Service Manager, Assistant Front Office Manager / Front Office Manager, oversees and directs all aspects of Front Office and guest relations functions to achieve the highest guest satisfaction to current and future VIPs. Assist the Guest Service Manager, Assistant Front Office Manager in the absence of such or as directed.

Duties and Responsibilities

  • Achieves optimal customer satisfaction by providing quality customer services and delivering a uniquely memorable experience to hotel guests to ensure guest satisfaction and repeat visits;
  • Be visible at the hotel lobby to assist any guest and staff concerns promptly;
  • Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity;
  • Reviews in advance, arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests. Ensure that all preparation of VIP of the day is done accordingly to standard in a timely manner;
  • Be responsible and attends to guest’s request of using the hotel service;
  • Be Knowledgeable of all special promotion procedures, for programs such as Seasonal Packages, Rewards Programs, and also NagaWorld’s Group Loyalty programs;
  • Handles guest’s complaints, inquiries and requests, cascades and refers them as necessary with follows up on corrective action;
  • Manages guest’s personalized stay history and guest’s profiles;
  • Receives records and handles guest comments, suggestions and complaints for Management action;
  • Ensures that the guests depart the hotel with a positive impression of hotel service. Be creative in establishing ideas to personalized guest’s experience and create guest’s engagement;
  • Ensures compliance of all standards and policies, conducts supervision, scheduling, performance management, coaching and discipline as needed;
  • Organizes and conducts regular meetings for all staff to facilitate communication and a smooth operation. Participates in meetings with other departments to keep abreast of issues in the department;
  • Develops and implements action plans to improve strengths, overcomes weaknesses and captures opportunities;
  • Prepares efficient work schedule for staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts;
  • Assists and monitors Front Desk personnel to ensure maximum guest satisfaction through personal recognition and prompts cordial attention from arrival through departure;
  • Ensures VIP guest consistently receive all benefits, repeats guests and other VIP’s receive special recognition and service;
  • Compiles, analyzes and controls guest amenities costs;
  • Overall be responsible for ensuring and maintains the entire range of services offered for the Junket & Other VIPs with the aim to maximize guest satisfaction;
  • Liaises closely with other departments to ensure that all arrangements for VIP and Corporate customers are in order prior to their arrival;
  • Promotes inter-hotel sales and in-house facilities and is knowledgeable about banquet events and giving them accurate information;
  • Be familiar with hotel procedures and adheres to occupational, health and safety legislation, policies and procedures, including Hotel Emergency and Evacuation Procedures;
  • Initiates action to correct a hazardous situation and notifies supervisors of potential dangers;
  • Performs other tasks or projects as assigned by hotel management and team members;
  • Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e-mail, messages, and how to interpret availability sources within the reservation systems;
  • Takes personal interest and prides to ensure that the front desk work area is kept clean and in an orderly state all times.

Qualifications

  • Diploma’s degree in Hospitality Management or equivalent;
  • Minimum 2 years of experience in 5-stars hotel;
  • Proficient in Microsoft Office including Excel, PPT, Word;
  • Knowledge of Opera system or other front-of-the house hotel systems is a plus;
  • English & 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 – Group Human Resources
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

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