Job purpose

Responsible for the service standards at airport 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/s at the main entrance upon arrival;
  • Assists guest/s to express check-in counter and to their assigned room;
  • Knowledgeable of hotel room configuration, room type and location (king, twin and location – North / South wing, Nagaworld 1 & 2);
  • Checks and assists to prepare hotel room keys for arriving guest/s, proper coordination with Front Office;
  • Ensures guest/s returned hotel room keys prior to departure (when necessary);
  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules and Regulations at all times;
  • Prepares daily pax report of each Agent / Incentive group;
  • Coordinates with limo and transport supervisor for guest assigned transport prior to guest departure (assigned vehicles must be ready);
  • Reminds Agent / Incentive group P.I.C. to call guest/s, 30 minutes prior to departure (if guest/s unable to answer arranged wake up call to their room);
  • Assists guest/s to awaiting transport for departure to airport (ensure assigned vehicle are on standby);
  • Ensures hotel rooming lists with guest names are acknowledge by Agent / Incentive group upon guest/s arrival;
  • Coordinates with Front Office and Treasury Department in terms of room cancellation or early departures;
  • Coordinates between Agent / Incentive group and respective department/s to ensure a smooth operational flow in serving VIP guest/s;
  • Prepares documentation required for player manifest transaction with treasury department;
  • Performs daily hotel transaction and assist on related work;
  • In charge to update player/s manifest with respective department on a daily basis (Change room no., and guest extension play);
  • Proper coordination with Airport support team for guest/s arrival and departure details;
  • Assists superior/s in operation when needed;
  • Verifies all utilized room/s (check-in) taken by Agent / Incentive group after check in procedure;
  • Verifies all utilized room/s upon guest/s check out or departure;
  • Submits overall room check-in summary to VIP Admin support group for proper facilitation and updating;
  • Submits overall room check-out summary to VIP Admin support group for proper facilitation;
  • Keeps record of player/s manifest and coordinate with Treasury department and Front Office to verify and confirm room check out status;
  • Ensures daily room balance summary are same with Front Office records;
  • Performs all duties as deemed necessary by the department;
  • Assists to answer guest/s inquiries and provide accurate answer or refer to superior;
  • Supervises and monitors subordinates on assigned area adherence their task;
  • Reports any Agent / Incentive staff concern to immediate superior (record name, I.D. and time of incident) if unable to handle with own capacity;
  • Establishes relationship with VIP guests to promote NagaWorld gaming experience;
  • Proper coordination with other team members for swift facilitation of Limo / transport arrangements;
  • Keeps and updates guest arrival and departure information list from Agent / Incentive group P.I.C;
  • Checks and coordinates with F&B department to refill food at buffet area of Agent / Incentive group gaming hall/s;
  • Acquires latest update on Flight schedules and shuttle service and post in group chat;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (when needed);
  • Ensures daily duties and responsibilities are done prior to leaving work area;
  • Responsible to return all unused room key/s daily allotment by the end of the day (if possible);
  • Understands clearly on how to operate Opera and CRM system;
  • Knowledge of updated Agent / Incentive hall events in anticipation of room forecast for heavy arrival/s.

Manage the Staff

  • Oversees subordinates and ensure their task is done prior to leaving work place;
  • Guides and helps staff to improve working performance;
  • Ensures company and department’s policies are implemented to all subordinates;
  • Ensures staff/s follow basic operational procedures of the department;
  • Oversees staff/s punctuality and grooming standards;
  • Fairly handle staff/s issue/s with own capabilities and refer to superior if needed.

Develop, Plan and Deliver Programs and Services

  • Initiative to learn new task (Learn procedures on each division);
  • Opens to learning and performance advancement;
  • Discusses with superior to develop new ideas to ease operational flow;
  • Adheres to company’s vision of service excellence;
  • Knowledge of NagaWorld’s facilities and F&B outlets;
  • Learns to enhance customer handling skills (Know what to say and not to say in front of customer).

Qualifications

  • Bachelor’s degree or equivalent educational level required;
  • Minimum 2 years of working 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;
  • Acquire knowledgeable and experience in customer services skills;
  • Able to Multi-task in various situations, adaptive;
  • 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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