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

Monitors and Oversees Operational Management of the Department

  • Welcomes and greets guest/s upon seeing them;
  • Assists VIP guest/s from airport to hotel express check in to guest/s room (when necessary);
  • All check in procedures are in order prior to guest/s arrival;
  • Ensures hotel booking form are with complete guest/s details are obtained prior to arranging for arrival/s;
  • Liaises with Front Office in terms of room cancellation and last minute room request;
  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules and Regulations at all times;
  • Properly liaise between Agent / Incentive group and respective departments to ensure a smooth operational flow;
  • Arranges and prepares rooms, transport assignment for VIP guests prior to next day arrival and departure;
  • Initiative to perform daily transaction and process related work;
  • Confirms and reminds guest/s of their passport prior to departure to airport;
  • Verifies and oversees daily CRM arrival and departure guest list;
  • Verifies all arriving guest/s passport in CRM and CMP system (guest/s via own arrangements);
  • Creates VIP membership card / account for new player/s and associate card (new guest);
  • Updates guest/s profile in CRM and CMP system;
  • Seeks for approval guest/s with over arrival stamp;
  • Relays guest/s concerns to respective department for immediate solution;
  • Reports incident/s immediately to superior for efficient solutions;
  • Updates on airline flight schedules and liaise to airport support team for any changes;
  • Verifies room folio and hotel vouchers (verify documents submitted by VIP Hotel Support Receptionist);
  • Assists superior/s whenever deemed necessary by the department;
  • Monitors daily F&B consumption on Agent / Incentive group and local hall to avoid wastage;
  • Monitors each Agent / Incentive hall to maintain cleanliness and proper condition;
  • Properly endorse matter/s to follow up clearly and properly to the next shift;
  • No private chat or calls with Agent / Incentive groups personnel on work related matters;
  • Arranges F&B, city tours and transport booking for VIP guest/s (when necessary);
  • Performs all duties as deemed necessary of the department;
  • Acquires product knowledge of NagaWorld’s F&B outlets and facilities;
  • Verifies all arriving Incentive hall guest/s prior to membership card application;
  • Screens guest/s passport handed over by Agent / Incentive group runner/s inside gaming hall. (Proper arrival stamp and validity of passport – any discrepancy refer to superior);
  • Guest profiling (Know each guest by name, likes and dislikes, habit and attitude);
  • Be proactive in handling guest/s concern and issue;
  • Ensures work areas at VIP counter / work stations are clean and tidy (arrange cleaning schedule with housekeeping);
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (when needed).

Manage the Staff

  • Oversees subordinates ensure their task is done;
  • Monitors staff/s overall grooming prior leaving to assigned areas;
  • Ensures company and department’s policies are implemented to all subordinates;
  • Ensures staff/s understand the basic operational procedure of the department;
  • Trains and helps staff/s remember company facilities and amenities (product knowledge);
  • Coaches, teaches staff/s and fairly implement appropriate action on incurred offence;
  • Briefs staff/s properly and clearly when handover of information to the next shift;
  • Guides staff/s to take comments constructively and positively;
  • Maintains good leadership qualities;
  • Proper implementation of company and department’s regulation to subordinate/s;
  • Adjusts manpower allotment and rotation when necessary;
  • Assists to monitor staff/s improvements on a daily, weekly and monthly basis in accordance with department’s goal report progress to Assistant Manager;
  • Be a role model to staff, lead by example;
  • Assists subordinate to ensure progress in their work performance;
  • Fairly handle staff issues for non-compliance to policies and procedures by own capacity and report to superior;
  • Provides staff with proper guidance and recommend staff to enroll to training/s to improve performance.

Develop, Plan and Deliver Programs and Services

  • Up to date on latest events and promotions;
  • Initiative to learn new task (Learn procedures on each division – cross training);
  • Knowledgeable of all components / features of our guest service and are trained to meet service standards;
  • Knowledge of all program/s and promotion offered to guest/s;
  • Adheres to company’s vision and service excellence;
  • Opens to learning and performance advancement.

Qualifications

  • Bachelor’s degree or equivalent educational required;
  • Minimum 3 years of working experience in similar position in an exclusive hotel-casino environment;
  • Able to communicate clearly and effectively both orally and in writing;
  • English and Mandarin Language proficiency. Any other South East Asian languages are an asset;
  • Well-groomed with presentable appearance is an absolute must;
  • Knowledgeable of customer services skills;
  • Able to multi task in various situations;
  • Excellent interpersonal skills, including a pleasant telephone manner;
  • Ability to be creative and innovative in guest satisfaction.

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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