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 excellence to both internal and external customers.

Duties and responsibilities

Monitor and Oversee Operational Management of the Department

  • Welcomes Jin Zun Club guest at main entrance and provide express check-in service;
  • Greets guest/s upon seeing them and warmly assist them to their assigned room;
  • Ensures room key/s and guest registration card are ready prior to guest/s arrival;
  • Assists guest/s together with front office team to their assigned room (if Necessary);
  • Efficiently answer guest/s inquiries and provide them with correct information;
  • Welcomes guest to gaming hall and assist them to exit access areas (lift or escalator) say “Thank you”;
  • Knowledgeable of all NagaWorld’s facilities, amenities and current activities;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard (if needed);
  • Ensures all guest and subordinates comply with the health measures implemented by government agencies (if needed);
  • Courteously approach guest/s (non-compliance) and explain to them the health safety measures implemented by law (if needed);
  • Liaises between Jin Zun Club guest/s and respective department/s to ensure highest quality service are given to guest/s;
  • Efficiently handle Jin Zun Club customer basic inquiries;
  • Issues room and Spa voucher/s to guest/s; (avoid wastage of company resources);
  • Assists superior/s on room division operational requirement/s;
  • Maintains work station/s are clean and tidy at all times;
  • Ensures guest arrangement/s are correctly fulfilled;
  • Acknowledgement of Jin Zun Club daily transaction and submit to Admin support team for proper encoding, recording and filing;
  • Prepares JZC daily room utilization report;
  • Knowledgeable of current program and room promotion/s;
  • 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 Jin Zun Club group communication (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;
  • Ensures room balances are tally with room allotment from front office;
  • 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.

Manage the Staff

  • Ensures all Jin Zun Club staff, including new hires, are equipped with proper product knowledge and operational know how;
  • Training of Jin Zun Club staff/s, provide training materials, test and exam/s (written and practical);
  • Ensures staff are well verse of room division’s operational procedures;
  • Knowledge in the usage of operational system (CRM / OPERA / CMP etc..);
  • Ensures subordinate/s does the monitoring of gaming hall and immediately coordinate with respective department/s to any defects that needed repairs;
  • Provides Q&A to subordinates from time to time to ensure knowledge are up to standards;
  • Monitors staff/s improvements on a daily, weekly and monthly basis in accordance with department’s goal;
  • Teaches and guides staff/s on step by step approach towards work standards;
  • Oversees supervisor and subordinates daily activities;
  • Monitors subordinate operational standards and prepare guest/s room prior to arrival;
  • Guides subordinates to access knowledge of hotel room orientation, room type and location (king, twin and location – North / South wing, Nagaworld 1 & 2).

Develop, Plan and Deliver Programs and Services

  • Development of service programs to exceed guest’s expectation;
  • Strongly motivated to perform assigned task with a positive result;
  • Knowledgeable of all procedures of room division and are trained to meet service standards;
  • Reviews and follows up incident report of any issue/complain raised by guest/s;
  • Initiative to ensure proper distribution of manpower to meet requirements of daily operation;
  • Attends training to improve performance growth and development.

Qualifications

  • Minimum 3 years of experience in  Hotel Management / Guest Relations / Hospitality industry;
  • A strong understanding of VIP Clients, Service market sector and with proven customer service skills;
  • Previous casino-hotel experience to support business objectives;
  • English and Mandarin language proficiency. Any other 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 Service Orientation;
  • Understands the importance of service standards and servant leadership, can work alongside 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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