Job purpose

Accountable for the management of Jin Zun Club to ensure service standards are implemented to all subordinate and aligned with all relevant division in the delivery as well as execution of service excellent to both internal and external customers.

Duties and responsibilities

General Function

  • Greets and welcomes Jin Zun Club guest at main entrance and provide express check in service;
  • Assists guest/s together with front office team to their assigned room (if Necessary);
  • Correctly answer guest/s inquiries and provide them with proper information;
  • Ensures room keys and guest registration card are ready prior to guest/s arrival;
  • Welcomes guest to gaming hall and assist them to exit access areas (lift or escalator) say “Thank you”;
  • Knowledgeable of all Nagaworld facilities, amenities and current activities;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard;
  • Ensures all guest and subordinates comply with the health measures implemented by government agencies;
  • Courteously approach guest/s (non-compliance) and explain to them the health safety measures implemented by law;
  • Efficiently handle Jin Zun Club customer basic inquiries;
  • Assists superior on operational requirement/s when needed;
  • Maintains work stations clean and tidy at all times;
  • Ensures guest arrangement/s are correctly fulfilled;
  • Submits daily report to Admin support team for proper encoding, recording and filing;
  • Knowledgeable of current program and promotions;
  • Efficiently adapt to any last minute changes on guest/s arrangement (notify superior);
  • Reports to immediate superior/s any incident/s occurred involving guest/s;
  • Monitors and sends notification of VIP hourly headcount to superior/s;
  • Updates all necessary information to supervisor (issues that needed immediate attention or needed follow up);
  • No private chat or calls with Business development groups or personnel on work related matters (observe transparency and post on official group chat);
  • Performs all duties as deemed necessary of the department;
  • Secures with confidentiality all guest/s record and profile;
  • Proper filing of guest/s hotel folio records and coordinate with Treasury, Front Office, VIP Services to verify guest/s room transaction;
  • Records guest/s arrival and departure details (guest profiling);
  • Proper coordination with F&B outlets for guest/s booking and reservations;
  • Accurately relay messages and information to colleagues and subordinate for proper handover.

Develop, Plan and Deliver Programs and Services

  • Ensures added value customer service programs exceed guest’s expectation;
  • Strongly motivated to perform assigned task with a positive result;
  • Knowledgeable of all components/features of our guest service and are trained to meet service standards;
  • Reviews and follows up incident report of any issue/complain raised by guest/s;
  • Attends training to improve performance growth and development.

Qualifications

  • Minimum 1 year of experience in Room Management/ Guest Relations/ Hospitality industry;
  • A strong understanding of VIP clients, Service market sector and with proven customer service skills;
  • Previous experience developing marketing and event activities to support business objectives;
  • English and Mandarin language proficiency. Any other Chinese dialects or 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 Guest Services Orientation;
  • Understands the important of service standards and servant leadership, can work along side with subordinates.

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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