Job Purpose

Under the general direction of the Guest Service Manager and Assistant Front Office Manager/Front Office Manager, the Guest Experience Executive oversees and directs all aspects of Front Office and guest relations functions to achieve the highest guest satisfaction, particularly for current and future VIPs. This role includes assisting the Guest Service Manager and the Assistant Front Office Manager in their absence or as directed, ensuring a seamless and exceptional guest experience.

Duties and Responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures compliance with all NagaWorld’s standards or relavant 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

  • Achieves optimal customer satisfaction by providing quality services and memorable experiences
  • Is visible in the lobby to assist guests and staff promptly, and greets all guests using their names
  • Reviews arrival lists for VIPs, ensuring timely preparation and special requests
  • Handles guest requests, is knowledgeable about promotions, and manages guest profiles
  • Addresses and follows up on guest complaints, inquiries, and requests
  • Ensures guests leave with a positive impression and creates personalized experiences
  • Ensures compliance with standards, conducts supervision, scheduling, and performance management
  • Organizes staff meetings for smooth operations; participates in inter-departmental meetings
  • Prepares work schedules, considering occupancy and forecasts
  • Ensures VIP guests receive benefits and special recognition
  • Maintains standards for VIP services and liaises with other departments for arrangements
  • Adheres to hotel procedures and safety policies; corrects hazardous situations
  • Any other tasks assigned

Qualifications

  • Diploma in Hospitality Management or equivalent education required
  • Minimum 2 years of experience in a 5-star hotel or an international hotel chain is a great plus
  • Ability to work longer hours than usual, handle pressure, and willingness to respond at any time required
  • Knowledge of the Opera system or other front-of-the-house hotel systems is a plus
  • Good interpersonal skills, passionate about guest engagement, and culturally sensitive
  • Possess strong organizational skills, quality assurance and control, adaptability, and flexibility
  • Proficient in Microsoft Office, including Excel, PPT, Word, and Outlook
  • English and Mandarin 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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