Job purpose

Accountable for the management of VIP Service department 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 Financial Management of the Department

  • Welcomes and greets VVIP guest/s at main entrance and assist in express check-in;
  • Oversees all arrival / departure preparations for VIP guest/s are in proper order;
  • Maintains good relationship with Agent / Incentive group and respective inter-department for un-interrupted operational flow;
  • Second in-charge to oversee department’s daily operation;
  • Liaises between Agent / Incentive group person in charge and related departments to ensure highest quality service are given to guest/s;
  • Liaises between Agent / Incentive group operator to ensure better cooperation in serving VIP guest/s;
  • Resolves any problem or perceived guest inconvenience in order to ensure guest satisfaction;
  • Calmly handle Agent / Incentive group operator/s or customer concern or any major customer incidents with immediate response according to own capacity (notify superior/s if concern escalate);
  • Oversees department’s property are in proper and good condition, report any damages to Admin Support team for proper facilitation. (icom, VIP service phone, multiple charges, etc.);
  • Assists in the inventory of department’s property and provide summary to Admin Support team for proper recoding;
  • Abilities to encourage subordinates to ensure VIP counter / work station are well maintained, clean and tidy (arrange cleaning schedule with housekeeping);
  • Builds good interpersonal relationship with Agent / Incentive group operator/s and PIC;
  • Ensures health and safety measure are implemented towards guest/s and subordinates avoid risk of health hazards (when needed);
  • Oversees daily CRM arrival / departure list, staff rotation are correct (during night shift);
  • Oversees daily room utilization by Agent / Incentive group/s, ensure accuracy;
  • Efficiently handles any last minute changes on guest/s arrangement, update information to immediate superior/s;
  • Reports to immediate superior/s any incident/s occurred involving VIP guest/s or staff matter/s (when all measures are taken and issue still cannot be resolve);
  • Ensures notification of VIP hourly headcount to superior/s are send;
  • Prepares VVIP Service phone prior to guest/s arrival (ensure all necessary contact number/s are updated and previous call history are cleaned) and phone are sufficient for calls;
  • Updates all necessary information to VIP group chat (issue that needed immediate attention or needed follow up);
  • Ensures no private chat or calls with Agent / Incentive groups personnel on work related matters;
  • Performs all duties as deemed necessary by the department;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (when needed).

Manage the Staff

  • Guides all VIP staff, including new hires, are equipped with proper knowledge and operational know how;
  • Encourages subordinates to enroll to training classes for personal growth and development;
  • Training of VIP staff/s, provide training materials, test and exam/s (written and actual);
  • Ensures subordinate/s do their duties in monitoring Agent / Incentive hall, coordinate with respective department/s to any defects that needed repairs;
  • Provides Q&A and actual assessment to subordinates from time to time to ensure knowledge are up to standards;
  • Monitors staff/s improvements on regular basis in accordance with department’s KPIs and goal.

Develop, Plan and Deliver Programs and Services

  • Ensures added value customer service programs exceed guest’s expectation;
  • Strongly motivated subordinate/s to perform assigned task with a positive result;
  • Knowledgeable of all component / features of our VIP guest service standard;
  • Reviews and follow up incident report of any issue / complain raised by Agent / Incentive group operators and guest, ensure to provide result;
  • Attends F&B and Housekeeping weekly meeting for guest/s satisfaction (update superior/s);
  • Initiatives to ensure proper distribution of manpower to meet daily operational requirement/s;
  • Trains and guides subordinates to be knowledgeable of all NagaWorld’s facilities, amenities and current activities and VIP Suite room orientation.

Qualifications

  • Minimum 5 years of experience in VIP Services / Guest Relations / Hospitality industry;
  • Strong understanding of VIP Clients, Agent / Incentive group and with proven customer service skills;
  • Previous experience in casino-hotel environment to support and improve business objectives;
  • 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 VIP Guest Service Orientation;
  • Understands the importance of service standards and servant leadership, can work alongside with subordinate/s, colleague/s and superior/s.

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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