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 Operational Processes of the Department

  • Welcomes and greets guest upon arrival to hotel;
  • Greets VIPs guest at the main entrance when they arrive and bids them farewell as they leave, say Thank you;
  • Provides bell service to guest/s (when necessary);
  • Ensures all hotel room preparation is ready prior to guest/s arrival;
  • Adherences to NagaWorld’s Code of Conduct, Internal Rules and Regulations at all times;
  • Oversees subordinates on their daily activities and work performance;
  • Assists supervisor in preparing guest/s room prior to guest/s check-in;
  • Assists VIPs guest to hotel room together with hotel personnel (when necessary);
  • Answers any inquiries from VIP guest/s regarding hotel amenities and facilities;
  • Assists supervisor/s to ensure the hotel room balance summary are same with hotel side;
  • Assists Executive to prepare daily CRM arrival and departure list;
  • Verifies and liaises with Agent / Incentive group runner for total guest check out prior to departure;
  • Extends player/s manifest upon close trip;
  • Verifies guest’s manifest associated correctly to their Agent / Incentive group;
  • Arranges F&B, tour packages and transport booking for VIP guest/s;
  • Accurately relay messages to colleague/s and subordinate/s;
  • Completely and legibly ensure endorsement are properly handover to incoming shift;
  • Performs all duties as deemed necessary by the department;
  • Ensures departing guest/s corresponds to departure name list, any guest not in the list will be referred to Agent / Incentive group P.I.C;
  • Ensures all Agent / Incentive group hotel room master folio and incidental charges are acknowledge by group’s P.I.C. prior to guest departure;
  • Provides assistance to management whenever needed 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 subordinates to adhere to company and department’s policy, procedures and regulation;
  • Oversees subordinate and ensure their task is done prior to leaving work place;
  • Monitors staff/s working performance with proper performance guidelines;
  • 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 to remember company facilities and amenities (product knowledge);
  • Guides and assists staff/s to improve working performance;
  • 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;
  • Proper implementation of company and department’s SOP to subordinates;
  • Adjusts manpower allotment and rotation when necessary;
  • Monitors proper uniform and I.D. of Agent / Incentive group staff/s (report to superior for non compliance);
  • Reports any Agent staff’s concern to immediate superior (record name, I.D. and time of incident);
  • Ensures the Agent / Incentive gaming hall, staff/s resting area, guest buffet area is clean and well maintained (Coordinate with Housekeeping Department).

Develop, Plan and Deliver Programs and Services

  • Initiative to learn new task (open to leaning new skills and knowledge);
  • Updated on latest events and promotions;
  • Initiative to learn new task (Learn procedures on each division);
  • 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 education required;
  • Experience in similar position in an exclusive hotel-casino environment;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Presentable and well groomed;
  • Knowledgeable with customer services skills experience;
  • Able to Multi-task in various situations;
  • Excellent interpersonal skills;
  • 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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