Job purpose

Accountable for managing the VIP Services Department and its sub-departments to ensure that service standards are consistently implemented by all subordinates and aligned with relevant divisions in the delivery and execution of a unified vision of service excellence for both internal and external customers.

Duties and Responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures compliance with all NagaWorld’s standards or relevant industry standards during all aspects of work
  • Ensures all employees adherence to NagaWorld’s Code of Conduct, Internal Rules, and Regulations at all times

General Job Functions

  • Manages and oversees daily operational process and requirements of following sub-departments: VIP Airport Service, VIP Hotel Service, Jin Zun Club, VIP Limousine Service, VIP Transport Service, VIP Butler Service and VIP F&B service
  • Ensures consistent implementation of service standards and exceptional VIP/VVIP experiences
  • Manages departmental resources and expenses within the approved budget
  • Anticipates operational challenges and provide effective, solution-driven resolutions
  • Coordinates with internal and external departments to deliver seamless VIP services
  • Monitors and accounts for department/s daily operational expenses (F&B, Hotel room/s, visa and transport service rendered to VIP guest/s)
  • Leads staffing management, including allocation, performance monitoring, and development
  • Recruits, trains, and guides team members to maintain high service quality
  • Handles and resolve guest complaints promptly and professionally
  • Any other tasks assigned

Qualifications

  • Bachelor’s Degree in Hotel Management or equivalent
  • Strong understanding of VIP clients, including Asian and non-Asian cultural preferences, Joint Ventures/Incentive groups, and guest service standards
  • Experience in developing marketing and event activities to support business objectives
  • Knowledge of hotel – casino operations, organizational structure, products, and services
  • Demonstrated servant leadership with the ability to work alongside subordinates
  • Minimum 5 years of experience in VIP Service Management, Guest Relations, or Hospitality
  • Proficient in Microsoft Office including Excel, PowerPoint, Word, Outlook
  • English, Mandarin, and Cantonese language proficiency

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 – Group Human Resources
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

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