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Asst. Guest Experience Manager – Chinese Speaker (Expat or Local)

Company profile

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HRINC (Cambodia) Co., Ltd

HRINC is the leading provider of HR Services to the Cambodia market and expanding to the South East Asia region.  We support multinational companies and leading ASEAN conglomerates and SMEs with their Human Resource needs, from consulting and market intelligence, to outsourcing and compliance as well as recruitment.


Job details

Job title: Asst. Guest Experience Manager – Chinese Speaker (Expat or Local)
Job code:
Salary Type: Competitive
Sector: Private Sector
Industry: Hotel Management and Hospitality
Minimum salary: 800
Maximum salary: 1000
Job Level:
Job type: Full-Time
Country: Cambodia
Location: Preah Sihanouk
Job Category/ Job Function: Customer Service
Description: Job Responsibility:
  • General:
  • Assist in managing Guest Experience and transportation departments ensuring that manning
  • is effective so that service experience can be delivered consistently. This includes boats and
  • speed boat captains.
  • Assist in managing all of the guest activities, including scheduling and co‐ordinate all relevant
  • departments involved in each guest activity. This includes the conservation department.
  • Ensure the Guest Experience starts from the moment the reservation is confirmed and ends
  • with a post card mailed to them post their departure
  • Undertake Villa inspections of arrival villas and VIP guests together with Guest Experience
  • Manager.
  • Attend the arrival and departure process of guest focusing on personalized guest service.
  • Assist in overseeing all departments under their supervision ensuring that they are
  • effectively managed with regards to costs / standards / strategies that maximize the guest
  • experience at company.
  • Take a more active role in leading the transportation department in developing systems and
  • procedures to ensure effective and high level of service to the guest, staff and maintenance
  • of the fleet.
  • Work with Guest Experience Manager closely to ensure that all relevant systems and
  • procedures are aligned and executed consistently.
  • To maximize revenue along with the productivity of all team members and identify the most
  • efficient means possible for directing Resort information to guests.
  • To establish and encourage a strong relationship with our Resort guests and Team Members
  • and provide accurate and accessible information for them about the facilities and services
  • we offer.
  • To be an ambassador of company and an example to guests and staff alike offering the
  • highest levels of service and demonstrating strong and confident interpersonal skills on all
  • occasions.
  • To liaise with all departments to ensure high standard of service to Guests.
  • Provide an accessible management representative for guests, directing all guest comments
  • and feedback to relevant departments.
  • Create a personal and mature service to guests, pairing them with suitable activities for their
  • particular demographic.
  • Enhance the guest experience by providing a professional and informed contact for the guest
  • to liaise with during their stay
  • Coordinate duties and responsibilities of the Guest Experience, Watersports and Transport
  • teams.
  • Assist Guest Experience Manager in planning directing, controlling and coordinating the
  • activities of the team and to ensure that the highest standards of facilities and services are
  • established and maintained with expectations and needs met at all times.
  • Checking of all cashiering on a daily basis and resolving any variances prior to cashiering work
  • being forwarded on wards and or reported to the Accountant daily after morning brief.
  • Daily monitoring of the PM accounts, ensuring items are cleared within seven days of guest
  • check‐out.
  • Communication with all departments, ensuring the distribution of accurate and timely
  • reports.
  • Holding daily departmental briefings with key supervisors reporting to this position as
  • directed by the Guest Experience Manager.
  • Ensure appropriate coverage for all team members is maintained at all times.
  • Ensure that all GEA duties are allocated in accordance with the arrival guest preferences and
  • to maximum their productivity.
  • Management of relationships with key external suppliers, ensuring the necessary manifests
  • are forwarded on schedule and any changes are communicated as they occur
  • Assist Guest Experience Manager in planning and forecasting of future arrivals, focusing on
  • special requests and guest requirements, and ensuring communication to relevant
  • departments as applicable
  • Liaise with Reservations to ensure lines of communication remain open in order to maximize
  • occupancy and room revenue to achieve budget.
  • Liaise with Reservations with regard to general queries and feedback in all aspects of
  • reservations or any problems encountered at the Resort due to errors in reservations.
  • Ensure that the roster is posted in advance, managing the days off, public holidays and
  • annual leaves of the department.
  • Daily checking of Transaction Discrepancy Report, D Report, and all night audit reports
  • Co‐ordination of emergency communication requirements.
  • Ensuring all guest rooms moves are correctly entered into the reservations systems and
  • communicated to porters and housekeeping.
  • Organizing appropriate arrangements for guests whose transfer and travel arrangements
  • have been disrupted by weather and equipment breakdowns.
  • Ensure staff are trained in meet and greet procedures and guest information provision
  • Ensuring that both the reception area and all back offices and stores are kept in a clean and
  • tidy condition at all times.
  • Organizing maintenance of office equipment, including telephones, and photocopier and
  • computer equipment.
  • Be present at all arrivals or departures, and in in the absence of Guest Experience Manager.
  • Promote and maintain professional and efficient telephone handling techniques, with an
  • emphasis on prompt, efficient and accurate handling of incoming telephone calls.
  • Participating in and assisting with resort familiarization visits by agents, media and
  • personnel.
  • Conduct interviews for the recruitment of new employees as appropriate.
  • Conduct employee performance development reviews as appropriate – at their three month
  • probation period then on a yearly cycle.
  • Ensure staff productivity is maximized during low occupancy periods with cross‐skilling and
  • cross exposure within all relevant departments.
  • Target long‐stay and VIP guests for special attention.
  • Resolving guest complaints to the guest’s satisfaction within your level of authority, ensuring
  • these issues are feedback to the staff to ensure that this incidents aren’t repeated.
  • Converses with guests to obtain feedback and suggestions for improvement.
  • Contributes to maximization of rooms by identifying up‐selling opportunities.
  • Develops and ascertains the implementation of up selling strategy in order to maximize room
  • revenue.
  • Conducts frequent spot checks within the department with regard to procedures and
  • services provided and takes corrective action when necessary.
  • Organizes and facilitates on‐the‐job training and coaching sessions in order to develop
  • knowledge and competencies of subordinates.
  • Ensures maximum security is given to all items left in the luggage area by guests.
  • To fully understand and adhere to the resort SOP’s and ensure the same is translated to
  • down the line staff.
  • Joint responsibility for maintaining standards, revise these regularly and guarantee that
  • these are upheld by continuous training.
  • Develop a thorough knowledge of room locations, room types and room selling strategy
  • Assist in show around to Tour Operators/ FAM trips, etc.
  • To inspect room for arrivals as and when required.
  • To know all the emergency procedures.
  • To be fully knowledgeable in the handling of the buggy and ensure that the buggies are
  • maintained properly in liaison with the engineering department.
  • Maintaining excellent grooming and hygiene ensuring all grooming standards are met in
  • relation to personal grooming and uniform presentation.
  • Assist Guest Experience Manager in mentoring and leadership with the Guest Experience
  • and Transport teams ensuring opportunities of further development and career progression
  • within the company.
  • Ensure that you set the example for all other family members to follow with regards to
  • grooming and company Style.
  • Monitor the grooming standards of your family members and follow up appropriately to
  • ensure that these standards are up held.
  • Administration
  • Formulate and implement strategies that will increase the efficiency of departments.
  • Provide oversight for all the guest transfer arrangements and communicate the same with
  • the concerned team members.
  • Reconciliation of external suppliers accounts on a daily basis and month end accruals
  • Monitoring local reservations and ensuring correct company reservations and payment
  • procedures are followed.
  • Ensuring correct charges are processed for all room upgrades, guest extensions, telephone
  • charges etc.
  • Monitor Telephone Operator incoming, emails and telephone calls and ensure a response
  • time is maintained.
  • Maintaining manning and payroll guidelines within budget, completing department rosters
  • and authorizing employee time-sheets within company guidelines.
  • Have knowledge of resort, resort staff and services and their hours of operations.
  • To check and ensure the room blocking for all arrival guests to ensure the rooms are blocked
  • as per request.
  • Ensure a secure accurate key system is in place and conduct audits. To ensure all keys logs
  • are maintained and updated at all times.
  • To check all rates posted and guest folios in order for all in house guests to ensure accuracy
  • in the bills at all times.
  • Team & Team Development
  • Attend training programs as designated by the resort.
  • Be motivated and committed, approaching all tasks with enthusiasm and seizing
  • opportunities to acquire new skills or knowledge in order to improve your personal
  • performance, and ultimately the guest service.
  • Maintain a high level of team spirit by developing excellent relationships with the team and
  • colleagues from other departments, and support them in the pursuit of departmental and
  • resort goals.
  • Effectively train and guide the team in all aspects of guest areas.
  • Always have a positive attitude and take initiative to resolve issues.
  • Conduct self in a professional manner at all times. Adheres to the established standard of
  • conduct and house rules, fire regulations, and department procedures and policies.
  • Provides regular feedback to staff members on their performance, and prepares periodical
  • evaluation report for submission to superiors
  • Empowering associates to provide better customer service
  • Provides regular feedback to staff members on their performance, and conducts
  • performance appraisal of immediate subordinates in accordance with the Human Resources
  • policies and guidelines
  • Updates and oversees the efficient implementation of all SOP(s) pertaining to the Front
  • Office Department and ascertains their professional execution
  • Conduct regular briefings and meetings with staff members to share information and resolve
  • work issues
  • Ensure that all family members receive a full orientation and attend company Stories
  • session within one month of starting employment.
  • Ensure that all department and applicable resort SOP’s are trained to all family members.
  • Identify training needs within your department and inform HR Manager so that suitable
  • training can be arranged.
  • Produce monthly training plans and maintain training records accurately.
  • Actively participate in Human Resources and Training initiatives that will help the Resort to
  • deliver higher levels of service to our guests and our compliance to good health and safety
  • practices as company standards.
  • To support by assisting with on‐the‐job training and orientation of new team
  • members/trainees and other reasonable requests in order to improve the performance and
  • service standards of our team.
  • As a member of the leadership team, to coach, support and develop team members
  • wherever required. This is in conjunction to promote opportunities for development and
  • towards future success of our resort and the company.
  • Finance
  • Work with Guest Experience Manager to create annual budgets.
  • Work with HR Manager to create department manning guides.
  • Assist Guest Experience Manager in monitoring these budgets on a monthly basis to ensure
  • that any variances are analyzed and explained during the appropriate meeting.
  • Assist Guest Experience Manager in controlling annual increments and pay increases to
  • ensure that the budgeted amount is not exceeded.
  • Monitor labor turnover and analyze the results – consider whether the position needs to be
  • replaced before recruiting again
  • Monitor all department related costs and ask for justifications from the team before
  • approving purchases
  • Communication & Team Recognition
  • Organize meetings in the absence of Guest Experience Manager within your department to
  • ensure that all family members are updated with all appropriate information relating to the
  • operation and the guests.
  • Hold a weekly / monthly meeting with the Guest Experience Manager to discuss department
  • related issues that need to be followed up.
  • Be available for your family members and be ready to coach and advise them.
  • Maintain department boards up to date and ensure that all appropriate resort and company
  • information is shared with your team
  • Communicate and ask for assistance from your superior when faced with difficult problem
  • or situation that you have not experienced before.
  • Be available for and listen to your family members – be ready to coach and advise them so
  • that they can remain motivated.
  • Assist Guest Experience Manager in undertaking annual performance reviews with each
  • family member ensuring that you agree personal objectives / KPI’s.
  • Pay attention to your verbal and non verbal communication when dealing with others – you
  • set the example for all family members and managers to follow.
  • Communicate to others clearly and always follow the correct lines of communication.
  • Always promote open communication within the resort – advise others that do not promote
  • this through their actions and behaviors.
  • Be open to receive feedback from others and be able to provide constructive feed back to
  • others focusing on facts and not personal opinion.
  • Follow all rules relating to confidentiality of resort and company information and do not
  • share information with inappropriate people.
  • Training & Development
  • Follow all company rules and regulations, as it is difficult to maintain discipline in your
  • department if you do not follow these 100%.
  • Take responsibility for your actions and show you are accountable.
  • If standards are not maintained follow up appropriately in order that your family members
  • know that misbehavior is not acceptable.
  • Be honest with regards to the information that you give and do not distort (change)
  • information that you share with others.
  • Show a positive attitude at all times whilst on duty and be ready to support any family
  • members that need assistance.
  • Show your superiors that you want to improve and get better – ask for help and training if
  • you have difficulties.
  • Create a supportive and respectful environment within your department and lead by
  • example so that your family members have a role model.
  • Provides regular feedback to staff members on their performance, and conducts
  • performance appraisal of immediate subordinates in accordance with the Human Resources
  • policies and guidelines
  • Updates and oversees the efficient implementation of all SOP(s) pertaining to the Front
  • Office Department and ascertains their professional execution
  • Conduct regular briefings and meetings with staff members to share information and resolve
  • work issues
  • Ensure that all family members receive a full orientation and attend company Stories
  • session within one month of starting employment.
  • Ensure that all department and applicable resort SOP’s are trained to all family members.
  • Identify training needs within your department and inform HR Manager so that suitable
  • training can be arranged.
  • Produce monthly training plans and maintain training records accurately.
  • Actively participate in Human Resources and Training initiatives that will help the Resort to
  • deliver higher levels of service to our guests and our compliance to good health and safety
  • practices as company standards.
  • To support by assisting with on‐the‐job training and orientation of new team
  • members/trainees and other reasonable requests in order to improve the performance and
  • service standards of our team.
  • As a member of the leadership team, to coach, support and develop team members
  • wherever required. This is in conjunction to promote opportunities for development and
  • towards future success of our resort and the company.

Job Requirement:
  • Patient, Flexible, Friendly & Honest
  • Good in English both in writing and Speaking
  • Be able to use Outlook, Excel, Word
  • Be honest, open mind, reliable and self-motivated
  • Good communication, negotiation and Interpersonal skill
  • Team work and willing to work under pressure.

HOW TO APPLY:
Contact Person: Mr. DOEUK Chamnan
Email: DOEUK.Chamnan@hrinc.com.kh
Tel: 023 211 437
Address: #10, Oknha Pich Avenue ( St. 242 ), Sankat Chaktumok, Khan Daun Penh, Phnom Penh
website: www.hrinc.com.kh
Status: Approved
Deadline: 2018-02-09 05:30:00
Premium job: No
Employer: HRINC (Cambodia) Co., Ltd
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