Job purpose

Accountable for the management of VIP F&B Service 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

General Function

  • Welcomes and greets guest inside VIP gaming hall or upon seeing them and say “Thank you” upon leaving;
  • Maintains department’s property in good condition, report any damages to related department for proper handling;
  • Maintains gaming area clean and tidy at all times (chair neatly tuck in place and gaming table / dining area cleared of any rubbish);
  • Acknowledgement of VIP F&B Service daily transaction and submit per shift for proper encoding, recording and filing;
  • Ensures proper VIP F&B bills settlement if cash payment need to spread the amount for CCTV viewing;
  • Efficiently relay information to superior/s on any last minute changes on guest/s order/s and coordinate with respective outlet/s;
  • No personal chat or calls on working hour, only work related matters (observe transparency and post on official group chat);
  • Performs all duties as deemed necessary of the department;
  • Adheres to service standard and provide guest/s with best service experience;
  • Monitors all food and beverage orders to ensure that orders are correct and staff are able to comply to required standards;
  • Ensures to adhere to NagaWorld’s Code Of Conduct, Internal Rules and Regulations at all times;
  • Keeps assigned work area clean and sanitize at all times;
  • Maintains high standard of personal appearance / grooming and personal hygiene at all times;
  • Adheres to department’s guideline and outlet/s step of service / procedures at all times;
  • Performs the order taking process in MICROS according to the standard operating procedure (if necessary);
  • Follows proper guideline on maintenance and care of assigned equipment;
  • Monitors stocks like napkins, tableware etc. of assigned area by observing control and inventory procedures;
  • Initiative to prepare and refill tableware and napkins on assigned area;
  • Reports immediately to superior on any breakage or damages to company property;
  • Observes cost saving habits when using company utilities and other tableware and supplies;
  • Be alert to recognize guest/s actions when ordering drink or beverages;
  • Be attentive and listen to guest/s order/s, ask again if do not understand;
  • Ensures empty plates and glasses are cleared / dish out and clean area after guest/s consumed / finish;
  • Cleans and organizes the assigned area according to daily checklist;
  • In the absence of guest/s maximize his/her work shift by consciously finding activities that will help maintain high level of service standards on assigned area;
  • Ensures that reports and administration requirements are timely submitted (like inventory sheets and breakage report);
  • Always be in “Ready to serve” position;
  • Ensures that all guest/s orders and related request are carried out properly;
  • Attends daily briefing and be punctual to work;
  • Ensures cooperation and proper communication with colleagues and superior;
  • Reports to superior any wrong doing done by colleagues;
  • Performs other duties assigned by superior and management.

Develop, Plan and Deliver Programs and Services

  • Enrolls to basic training skill (if necessary, on own time, not within working hours);
  • Enrolls to basic language skill (if necessary, on own time, not within working hours);
  • Assists superior/s when necessary;
  • Be proactive;
  • Follows daily rotation and roster (inform superior for any changes);
  • Follows department’s leave application and guidelines.

Customer Service

  • Ensures high level of customer service are provided to guest/s;
  • Efficiently handle customer basic complain and notify superior/s;
  • Liaises with VIP services team to ensure guest arrangement/s are correctly fulfilled;
  • Accurately record down all guest/s order and need to have initiative to follow up;
  • Listens properly to guest/s orders and politely ask if do not understand;
  • Reports to immediate superior/s any incident/s occurred involving guest/s or staff matter/s when all measures are taken and cannot be resolve with own capacity;
  • Ensures strict confidentiality on guest/s details and personal files;
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard;
  • Ensures all guest 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;
  • Ensures guest/s orders are correct and accurate;
  • Ensures all areas assigned to VIP F&B Service are clean and properly maintained;
  • Teaches and guides subordinates on the proper way to achieve International Service Standards;
  • Liaises between guest/s and related department/s to ensure highest quality service are given to guest/s.

Qualifications

  • Secondary education or equivalent educational required;
  • Have a strong learning capacity; willingness to learn;
  • English proficiency. Any South East Asian language/s are an asset;
  • Strong Guest Service Orientation;
  • Understands the importance of service standard, can work alongside with colleagues and superior.

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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