Job purpose

Be responsible for organizing and coordinating hotel room assignment based on their travel patterns. Providing a friendly, welcoming and efficient service to all VIPs guests, in line with the VIP’s vision and values on guest satisfaction.

Duties and responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules and Regulations at all times.

General Job Functions

  • Welcomes guest/s at main entrance upon arrival;
  • Greets VVIPs and VIPs guest at VIP counter with professional manner;
  • Arranges bell service to assist on guest/s luggage (if needed);
  • Assists guest for VIP Express check in at VIP lobby counter;
  • Coordinates with Airport support team for guest/s arrival / departure details;
  • Knowledgeable of hotel room configuration, room type and location (King, twin and location – North / South wing);
  • Prepares hotel room key/s prior to guest/s arrival;
  • Follows up with Front Office on hotel room key/s in morning shift;
  • Coordinates with limo and transport supervisor for guest assigned transport;
  • Reminds Agent / Incentive group P.I.C. and call guest room 30 minutes prior to departure (if Agent / Incentive group P.I.C. unable to contact guest);
  • Coordinates between Agent / Incentive group and respective departments to ensure a smooth operational flow in serving VIP guest/s;
  • Arranges and prepares transport for Agent / Incentive group guest/s on city transfer request;
  • Performs daily transaction and process related work;
  • Assists superior when necessary in providing guest/s assistance;
  • Performs all duties as deemed necessary of the department;
  • Ensures VIP assigned areas is clean and well maintained (Coordinate with Housekeeping Department for scheduled cleaning);
  • Establishes relationship with VIP guests to promote NagaWorld gaming experience;
  • Proper coordination with other team members for swift facilitation of respective division arrangement/s;
  • Keeps and updates guest arrival and departure information list from Agent / Incentive group P.I.C.;
  • Performs other duties as assigned by management;
  • Acquires latest update of Flight schedules and shuttle service and post on group chat;
  • Monitors headcount of each Agent / Incentive gaming Hall every hour (guest monitoring reported to superior);
  • Updates VIP guest information in to CRM system;
  • Records and updates daily actual room utilize by guest/s;
  • Assists guest with any queries, requests for any sort of assistance and resolves any problem they may encounter during their stay;
  • Ensures that phone calls are always answered promptly and politely;
  • Assists supervisor update guest room check in and out;
  • Arranges transport for management team and guest/s when required;
  • Initiatives to replenish water, lighter and tissue for guest at VIP lobby counter;
  • Issues and prepares transport voucher and transport summary;
  • Encodes and daily update on CRM system;
  • Prepares and updates daily transport record summary;
  • Prepares and issues hotel voucher/s and hotel summary for finance;
  • Creates new reservation for Agent / Incentive guest/s in CRM system (Guest name, room no., flight details, arrival and departure date);
  • Records and updates daily transport usage by the department;
  • Assists guest/s to the assigned transport upon departure;
  • Coordinates with transport team for shuttle service and transport request;
  • Acquires Knowledge of NagaWorld F&B outlets and facilities. (Operation hours);
  • Provides guest/s with proper directions (ATM machines, Bank, Cashier, Ballroom, Rooms at hotel wing and pool wing);
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (when necessary).

Qualifications

  • High school graduate or equivalent education required;
  • Minimum 1 year of experience in similar position with same environment;
  • English and Mandarin language proficiency. Any other South East Asian languages are an asset;
  • Well-groomed appearance is an absolute must at all times;
  • Knowledgeable of customer services skills;
  • Excellent interpersonal skills and shows professionalism.

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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