Job Purpose The Executive Floor Officer is responsible to coordinate all the activities and to ensure the proper works of the Executive Lounge Desk operation. The EFO is responsible to ensure that all VIP expected arrival and in-house enjoy the best condition of their stay and will take care of each step included check in, check out and food & beverage service are handled as per standards. Primary Responsibilities Operation The EFO will participate actively in the Front Office activities for all the rooms and suites of the Executive Floor. The EFO has been elated for perfect knowledge of hotel procedure & standard, and guest relationship skill. He/she then ask to keep at any time of her duty a strong guest focus and to ensure each guest stay at the Executive Lounge spend the most enjoyable stay possible. EFO always smile, willing to help the guest, ensure the warm greeting and keep permanent a positive attitude to every guest and participate in the coordination of the activity. He/ she will ensure that his/her section is perfectly tidy at all time, the "operation cupboard" is refilled as often as required that the circuits of operation are followed strictly. The EFO will follow-up the guest request in professional way such as flight reconfirmation, restaurant booking, tour arrangement, transport arrangement, recommendation (…) to in line with Novotel Phnom Penh procedure. To ensure all the standard & procedure established at the Novotel Phnom Penh Beung Keng Kong reach successfully. Other responsibilities Ensures a smooth working relationship with other departments of the hotel. The EFO will be attentive to respect the privacy/ confidentiality of the information, or guest name available to ensure not to transmit any guest name or guest profile information. To flexible and willing to help as assigned. To be ready and responsible to perform on duty.
Job Purpose This position is responsible for the day-to-day operations of the Front Desk and Executive lounge whilst on duty through excellence in guest service. Responsible for the effective and efficient operation of the Front Desk, night teams, and Executive Lounge Officer. Lead, teach, coach, and inspire supervisors and colleagues. Primary Responsibilities Operation Front Desk Supervisor is the heartist of guest relationships, a crucial aspect of the work, and accountable for all operations in relation to the Front Desk whilst on duty. All duties and tasks performed are to be procedurally correct, timely, and consistently high quality. His/her perfect attitude, smile, and extra care of the guests will be an example for each Receptionist and Executive team member. He/she then has to be fully informed of hotel information and internal procedures. Being fully in charge of one of the sections of the hotel. To ensure front desk and executive floor operation circuits are respected by team members and that work is done properly and with the organization. To ensure that “Operation Cupboards” such as stationary are refilled as often as necessary. At the end of each shift, to control that proper handover is made by each Receptionist/Executive Floor Receptionist, no documents or works are pending, and each station is completely clear to welcome the next shift. To ensure all cash floats are correct after the handover, and each is recorded in the accurate Log Book. To control the grooming of each Receptionist/Executive Floor Receptionist to ensure that they reach Novotel Standards and that all Receptionists always keep a positive and dynamic attitude marked by a strong guest focus and relationship. To ensure that the guests are welcome with a smile and a warm attitude. To ensure that the Reception counter is not left unattended any time whilst on duty. To standby at the Reception/Executive floor counters and coordinate the receptionist/Executive Floor Receptionist time schedule. Other responsibilities To have a good working relationship with colleagues. To support and helping to all subordinates. To have a good working relationship with colleagues within department and within hotel. To ensure that the discipline regulations are fully respected by receptionist on duty To flexible and willing to help as assigned. To be ready and responsible to perform on duty. Main Complexity/Critical Issues in the Job Maintain the highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectations. To ensure that the discipline regulations are fully respected.
Primary Responsibilities Operation Income Auditor Complete thorough audits of all daily revenue and postings, making the necessary adjustments to ensure accuracy of reporting. Collate paperwork for departures, including credit card and company charges to be forwarded to Accounts department. Ensure that reservations details for in-house guests are recorded correctly, ie. room rates, dates of stay, authority to charge. Complete relevant computer tasks in relation to Night Audit functions, including posting room charges and daily room revenues. Complete 'back up' procedures to save all data. Prepare and distribute relevant reports. Maintain hotel weekly and monthly statistics. Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation. Provide supervision and support to the Front Office team and other departments when required. Ensure that suitable levels are maintained at all times for the front office team. Ensure department policies and procedures are understood by all employees and observed in tasks performed. Ensure effective communication of new and updated information regarding policies, rates and general hotel information. Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality. Be proficient in the use of all front and back office equipment. Ensure preventative maintenance programs are in place. Implement training programs for all employees, conduct induction and skills training. Carry out reception duties as required. Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Guest Satisfaction. Ensure the safety and security of the property and the smooth and efficient running of the Hotel's overnight operation. Finance Responsibilities FRONT OFFICE AUDIT Posting all charges of the day to the guest ledger including room charge. Handling all front office cashiers’ transactions during the late night and the early morning shift. Auditing all guest ledger charges from all department and balancing to control sheets Auditing all folios and charge vouchers transferred to city ledger and the reconciliation of the total city ledger machine reading with the total of documents on hand same audit to be performed for credit cards clearances Verification of the guest ledger balances determined at the close of the day with the total of all guest ledger folios Reading of the FRONT OFFICE posting machine and changing of the date Completion of daily check record of OPERA Review Open folios and its open balance Running Night Audit Review on Night Audit report Sending daily revenue report FOOD AND BEVERAGE REVENUE AUDIT Auditing the restaurant cashiers reports and the accompanying checks for verifying city ledger, guest ledger, cash sales, credit cards, employee’s meal and entertainment total report. Verification of the sales breakdown (food, beverage, other, service, vat) for outlets. Auditing of food covers reported Test-checking prices of items sold and addition of bills. Verify with the Front office audit that the restaurant guest ledger clearance account is in balance Verification of all correction of void recapitulates by cashier and/ or barmen with the actual bills. Make sure Cashier user are all closed. ADDITIONAL: As attach checklist for Night Auditor to do daily basic drop to Income Auditor Other Responsibilities Ensures a smooth working relationship with other departments of the hotel. To be ready and responsible to perform any other duties as designated or required by Management from time to time.
Business Performance Keep upselling food and beverage to achieve restaurant financial target. Practice related cost control activities briefed and trained by superior. Know outlet promotional activities. Operation Take part on daily team briefing with restaurant manager to be clear about current key activities and operational plans. Perform as per instructions and trainings provided to manage smooth run of the shift operation fulfill guest needs and provide exceptional services. Work hand to hand and coordinate with outlet kitchen team to create healthy and friendly working atmosphere. Keep effective communication with outlet chef, restaurant manager and beverage manager on the matters, which requires their attentions.. Be attentive at restaurant to greet all guests, make sure every guest are serving well with proper professional manner. Practice well grooming hygiene policy. Make sure captain order, pens and waiter cloths are available before shift start Ensure restaurant standard operating procedures are properly follow daily basis. Follow shift and task assigned by supervisor or restaurant manager. Maintain restaurant cleanliness, proper layout of dining areas based on standard, make sure information are shares to Supervisor if any defect in restaurant. Organize operation-supporting stations, breakfast counters, food pick up areas, clearance areas and stewarding areas. Main Complexity/Critical issues in the Job Make sure all guests and colleagues’ satisfaction perform high level of standard provided by brands. There will be assignment to support Banquet events and night shift based on requirement of events, so that must available to work different shift and flexible to support banquet operations.
Job Summary: The Assistant Bar Manager will plan daily operational activities for venue, prepare staffs roasters, coordinate with kitchen team to run smooth operation. Plan, organize and direct team to provide exceptional service quality, maintain restaurant & bar hygiene as per brand instructions. He/she is responsible for delivering results that contribute to the mission and overall success of the outlet. The Assistant Bar Manager is part of Food & Beverage leadership member and could take on additional responsibilities for the department in short absence of the Bar Manager to do so by a specific memorandum on such occasion. Duties and responsibilities: Support Bar Manager to prepare outlet budget and financial forecast for outlet inclusive food revenue, beverage revenue and other potential revenues. Make sure the bar restaurant is performing to maximizing revenue and profit potentials. Minimize outlet costs within the budget guidelines. Ensure that potential upselling activities and promotions are on place to drive outlet daily revenue. Closely evaluate monthly P&L of outlet and actions on the highlighted points by superiors minimize restaurant & bar costs and maximize outlet profits. Prepare bar manning plan and organization chart, related outlet business plan and strategies. Manage and develop outlet operation daily and long-term goals within brands standards and instructions. Conduct daily team briefing to highlight current key activities and operational plans. Make sure that proper instructions and trainings are provide to all team member to smooth run of the daily outlet operation, fulfill guest needs and provide exceptional services. Keep effective communication with Bar Manager and chef on the matters which requires their attentions. Be present to welcome identified VIPs, take special care of influencers, regular returning guests, difficult guest and special attentions required guests, keep rise a high attention for owners and their guests. Ensure bar represent the brands and its image to the market and competitors. Ensure suitable activities to known as one of the best Bar in town. Ensure Bar & Restaurant standard operating procedures are properly trained to team and follow daily basis. Ensure and keep proper cares on all outlet assets through regular supervision of storage areas, back house areas, side stations and operational areas. Maintain restaurant & bar cleanliness, defect if any, proper layout of dining areas based on standards, organize operation supporting stations, beverage pick up counters, food serving areas, clearance areas and stewarding areas. Keep proper count and record of all equipment provided to set up and support Bar operation. Manage to perform as a leader to solve operational issues, train, develop, coach, conduct performance evaluations and resolve conflicts. Take part on recruit team members for interviews and recognize potential talents in the case of Bar Manager out of office for any task force. Ensure all team members understand their job descriptions for each position. Ensure all information’s share to team daily basis regardless working days and hours, training activities, staff related program from Talent and Culture department. Continuously keep monitor team members performance, attitude, and quality of services. Recognize and encourage potential team members via various motivational programs. Perform other reasonable duties assigned by manager. General responsibilities: All employees are responsible for following HACCP guidelines to ensure food safety and quality in all food handling and preparation processes. All employees are encouraged to participate in and contribute to the hotel’s Corporate Social Responsibility initiatives, supporting sustainability and community engagement. All employees are expected to be aware of and follow fire and safety procedures to ensure a safe environment for guests and colleagues. All employees contribute to improving the hotel’s Reputation Performance Score (RPS) by delivering excellent service and maintaining high guest satisfaction. All employees are required to read and familiarize themselves with the Heartists’ Handbook to understand company policies and procedures. All employees are responsible for maintaining and upholding Novotel Brand Standards to ensure a consistent guest experience and brand integrity. All employees are expected to embody and promote Novotel's Pillars in daily work, ensuring alignment with the hotel’s core values and service philosophy. To be fully conversant of Novotel Phnom Penh BKK 1’s grooming standard. All employees are responsible for minimizing breakage or loss of hotel property and reporting any incidents promptly to ensure the hotel’s assets are well-maintained.
As the Assistant Front Office Manager, you will play a pivotal role in delivering a seamless guest experience by supporting the Front Office Manager in the efficient operation of the front desk, concierge, guest services, and night audit team. This role ensures that all guests receive outstanding service from arrival to departure while maintaining the hotel’s brand standards, policies, and procedures. You will be responsible for supervising the Front Office team, maintaining high standards of guest satisfaction, and collaborating with other departments to ensure a smooth operation and overall guest satisfaction. You will also act as the department head in the absence of the Front Office Manager, handling guest complaints, managing daily staff duties, assisting in training and development, and contributing to occupancy and revenue strategies. Duties and responsibilities: Assist the Front Office Manager in overseeing the entire Front Office operation to ensure efficiency and high standards of guest service. Lead by example and provide coaching and direction to all front office staff including receptionists, concierge, bellmen, and night auditors. Handle guest concerns and complaints with empathy, efficiency, and professionalism, resolving issues and ensuring guest satisfaction. Ensure smooth check-in and check-out processes while maintaining proper control of room assignments, availability, and special requests. Coordinate with housekeeping, engineering, and other departments to manage guest room readiness and resolve service issues promptly. Supervise the implementation of standard operating procedures and ensure consistent service delivery that aligns with the hotel brand. Monitor and analyze guest feedback through surveys, online reviews, and in-person interactions, using insights to improve service. Support the training and development of front office team members to uphold guest service excellence and personal growth. Prepare daily, weekly, and monthly reports related to occupancy, revenue, guest feedback, and departmental performance. Manage inventory of supplies for the front office and ensure cost-effective operations. Participate in budget planning and cost control measures for the front office department. Assist with staff scheduling, attendance, and shift coverage to ensure appropriate service levels. Maintain proper cash handling and billing procedures, including auditing and reconciliation of transactions. Oversee VIP guest arrivals and departures, ensuring personalized service and attention to detail. Monitor staff grooming, behavior, and adherence to hotel policies and procedures. Act as the point of contact in emergency situations and liaise with security or emergency services as required. Stay informed about hotel promotions, local events, and attractions to assist guests with concierge inquiries. Ensure compliance with safety, health, and hygiene standards within the front office area. Perform other reasonable tasks assigned by manager. General Responsibilities: All employees are responsible for following HACCP guidelines to ensure food safety and quality in all food handling and preparation processes. All employees are encouraged to participate in and contribute to the hotel’s Corporate Social Responsibility initiatives, supporting sustainability and community engagement. All employees are expected to be aware of and follow fire and safety procedures to ensure a safe environment for guests and colleagues. All employees contribute to improving the hotel’s Reputation Performance Score (RPS) by delivering excellent service and maintaining high guest satisfaction. All employees are required to read and familiarize themselves with the Heartists’ Handbook to understand company policies and procedures. All employees are responsible for maintaining and upholding Novotel Brand Standards to ensure a consistent guest experience and brand integrity. All employees are expected to embody and promote Novotel's Pillars in daily work, ensuring alignment with the hotel’s core values and service philosophy. To be fully conversant of Novotel Phnom Penh BKK 1’s grooming standard All employees are responsible for minimizing breakage or loss of hotel property and reporting any incidents promptly to ensure the hotel’s assets are well-maintained.
The Banquet Coordinator serves as a pivotal link between clients and the hotel's operational teams, ensuring seamless planning and execution of banquet events. Positioned within the Sales and Marketing Department, this role focuses on maximizing banquet sales revenue while delivering exceptional service experiences. The coordinator manages client relationships, oversees event logistics, and collaborates with various departments to uphold the hotel's standards and client expectations. Duties and responsibilities: Respond promptly to banquet and event inquiries, providing detailed information on services, availability, and pricing. Conduct site inspections and meetings with potential clients to showcase facilities and discuss event requirements. Assist in negotiating contracts, ensuring all terms align with both client needs and hotel policies. Maintain accurate records of all client interactions, proposals, and agreements in the hotel's CRM system. Develop comprehensive Banquet Event Orders (BEOs) detailing all aspects of the event, including timelines, menus, setup, and audiovisual requirements. Distribute BEOs and related documents to relevant departments, ensuring clarity and preparedness. Coordinate with the kitchen, banquet staff, and other departments to ensure all event details are executed as planned. Monitor event setups and provide on-site support to address any last-minute changes or issues. Prepare and manage all event-related correspondence, including proposals, contracts, and post-event summaries. Track event-related expenses and assist in billing processes, ensuring accuracy and timely invoicing. Maintain organized files for all events, including client communications, contracts, and feedback. Generate reports on event performance, client satisfaction, and revenue for management review. Act as the primary liaison between clients and hotel departments, facilitating clear communication and coordination. Participate in regular meetings with sales, kitchen, and banquet teams to review upcoming events and address any concerns. Provide feedback to departments post-event to highlight successes and areas for improvement. Follow up with clients post-event to gather feedback and foster long-term relationships. Identify opportunities for repeat business and referrals, working with the sales team to capitalize on these leads. Maintain a database of client preferences and history to personalize future interactions and offerings. Flexible working hours, including evenings, weekends, and holidays, based on event schedules. Fast-paced environment requiring quick decision-making and problem-solving. Regular interaction with clients, vendors, and hotel staff across various departments. Perform other reasonable tasks assigned by manager.
Job Summary: This Assistant Sales Manager (Corporate Account) is responsible for meeting or exceeding sales objectives of assigned segmentation by promoting and selling rooms of Novotel Phnom Penh BKK 1 through professional sales techniques and long-term customer relationships. This position will also assume responsibility for the overall management of the administration function within the Sales department. All duties that are carried out should be conducted to the highest standard and in accordance with the hotel standards; company policies and procedure; objectives and legal requirements. Duties and responsibilities: Target the right key accounts for the hotels Ensure the minimum of Sales Call and Telephone Calls meets the assignment Responsible for hotel rooms target revenue and profitability as assigned by DOSM Cooperate with Events Sales Manager to cross-sell rooms and F&B Establish a good working relationship with your guests, visitors and colleagues creating a team that works well together and with other departments. Assist as required/requested with the solving of any guest feedback and be able to handle them in the most efficient manner. Learn to be very knowledgeable about ALL Member benefits and recruit more members as possible. Complete and submit credit applications for new accounts (final approval of credit by Finance Department) Collaborate with A/R to ensure the payment from key accounts collected within the timeline. Carry out Sales Trips to all business areas as specified both domestically and internationally as required. Lead and couch subordinate(s) for efficient performance Make sure specific contracts issued are countersigned. Attend and assist with in-house marketing activities, familiarization trips, client hospitality evenings, presentations, show rounds and promotional activities. Produce required reports of completed sales activity including details of face-to-face client appointments, presentations, familiarization trips and any other related client interaction. Update and maintain all market segment sales contact lists and account information in ANAIS or other systems as directed. Co-ordinate and execute all direct mailings as instructed by the Director of Sales & Marketing. Conduct Market Research as required. Oversea subordinate(s) ensuring all Key Accounts have on file the necessary documentation, contracts, contact forms, and up to date. Ensure constant familiarity with the hotels financial position and selling strategy versus previous year and current budget. Carry out any other reasonable tasks as required by manager. Perform other reasonable duties assigned by manager. General responsibilities: All employees are responsible for following HACCP guidelines to ensure food safety and quality in all food handling and preparation processes. All employees are encouraged to participate in and contribute to the hotel’s Corporate Social Responsibility initiatives, supporting sustainability and community engagement. All employees are expected to be aware of and follow fire and safety procedures to ensure a safe environment for guests and colleagues. All employees contribute to improving the hotel’s Reputation Performance Score (RPS) by delivering excellent service and maintaining high guest satisfaction. All employees are required to read and familiarize themselves with the Heartists’ Handbook to understand company policies and procedures. All employees are responsible for maintaining and upholding Novotel Brand Standards to ensure a consistent guest experience and brand integrity. All employees are expected to embody and promote Novotel's Pillars in daily work, ensuring alignment with the hotel’s core values and service philosophy. To be fully conversant of Novotel Phnom Penh BKK 1’s grooming standard. All employees are responsible for minimizing breakage or loss of hotel property and reporting any incidents promptly to ensure the hotel’s assets are well-maintained.
The Assistant Director of Marketing and Communications (Marcom) will support the Director in developing, executing, and overseeing all marketing, communications, and public relations initiatives to enhance the hotel's visibility, brand reputation, and overall business performance. This role involves a blend of strategy, creative direction, and project management to ensure that all marketing and communication efforts align with the hotel's objectives and target audience. Assist in developing and executing marketing strategies and plans to increase the hotel’s visibility and drive revenue. Oversee the creation, development, and execution of digital marketing, social media, and traditional marketing campaigns. Develop and manage content for various marketing channels, including websites, social media platforms, emails, and printed materials. Coordinate public relations efforts to build and maintain strong media relations, including crafting press releases and managing media inquiries. Collaborate with internal departments to ensure that marketing and communications efforts align with hotel promotions, events, and guest experiences. Manage the hotel’s social media presence, including content creation, scheduling, and engaging with followers. Assist with the design and execution of advertising campaigns, ensuring alignment with the hotel’s brand identity. Coordinate with external vendors, agencies, and partners to ensure the successful execution of marketing campaigns and events. Analyze marketing performance and provide insights and recommendations for optimization and improvement. Develop and manage marketing budgets, ensuring effective allocation of resources. Assist with the planning and execution of hotel events, sponsorships, and promotional activities. Monitor competitor activities and market trends to provide strategic recommendations. Ensure the consistent messaging and branding of the hotel across all communication channels and platforms. Support crisis communication efforts and brand reputation management in collaboration with the senior management team. Perform other reasonable duties assigned by manager.