Sales and Reservation Manager
Position Summary Expectations - Duties, Responsibilities
REPORT TO DIRECTOR OF SALES
SUPERVISE TO SALES EXECUTIVE, RESERVATION SUPERVISOR
JOB SUMMARY:
Under the general guidance and supervision of the Director of Sales to maximize the sales by strategically planning, implementing and monitoring all sales activities. Retain and develop potential clients as well as build up long-term relationship with them. Motivate and monitor sales team’s performance and maximize guest satisfaction.
Sales Manager shall oversee ALL room revenue streams in the hotel.
- LEADERSHIP
- Cover Director of Sales in his/her absence
- Conduct site inspections and host FAMs and Media visits
- Oversee the sales office’s operation on a day-to-day basis
- Work with HR on team’s training and development
- Perform the highest personal and professional standards for the hotel by own performance, attitude and actions.
- Seek responsibility and take responsibility for their actions.
- Establish a climate of motivation and enthusiasm in the department and hotel.
- Create and implement long term goals and strategies that will cause the hotel to succeed and grow.
- Constantly seek to develop the expertise of those reporting to you.
- Have a deep understanding of the hotel’s Vision and integrate this into your daily activities.
- Adjust to changes in market requirements and the hotel’s operational strategies to meet business needs.
- Exercise moral judgment, imagination and courage in the practice of leadership.
- Be able to plan and then execute the hotels overall strategy.
- In-charge of Corporate accounts, MICE/Events Groups, and other assigned markets.
- Be prepared to roll up your sleeves and work with other departments when required
- MARKETING
- Have a keen understanding of the hotel’s market segments and their expectations.
- Constantly seek to identify unmet guests needs and work towards developing new/improving current products and strategies to sustain our competitive advantage.
- Know the hotel’s current and potential competitors.
- Understand the product image the company aims to project and ensure that image is reflected in every aspect of the manner in which you manage your division.
- Fully understands how the hotel is regarded in the community in conjunction with a thorough knowledge of the competitive situation in terms of business mix of competitors, pricing and rate structures, sales and advertising strategies and future hotel planning within the community.
- Recommends to the Director of Sales and coordinates all methods of maintaining and increasing business volume in all potential profit centers within the hotel complex. This includes advertising, sales promotion, personal selling, publicity, community relations, special marketing/sales projects, employee training and employee guest relations.
- Implements special programs to achieve greater profitability through :
- Increasing average transient rate.
- Increasing overall occupancy.
- Increasing business volume during off-peak periods.
- Increased corporate segmentation versus other segments.
- Enhancing the image of the hotel in the local community.
- Implements solicitation and targeting of potential markets by :
- Analyzing guest history and geographical sources of business.
- Studying guest questionnaires.
- Reviewing government statistics on visitors to the city/country.
- Analyzing competition's sales/promotion efforts.
- Utilizing various reference and industry publications for sales leads.
- Recommends to the Director of Sales the kind of advertising and promotion which will be most productive for the hotel by analyzing the market effectiveness of past campaigns and events and consulting with other department heads and the advertising agency.
- Reviews regularly the Public Relations (PR) activities to ensure high awareness of the hotel in local, regional and international media.
- Reviews sales collateral regularly to ensure that internal promotion pieces conform with hotel quality standards and are up to date.
- Ensure revenue streams rooms are being optimized.
- COMMUNICATION
- Communicate effectively within the organization at all levels using the most appropriate communication method for the matter concerned.
- Be open and willing to accept alternative opinions and new concepts.
- Be visible in the hotel and spend time “walking the talk” with hotel team members.
- ORGANIZATION
- Maintain an efficient and effective administrative system.
- Set policies and procedures pertaining to the hotel operation and ensure all manuals/systems are up to date and in use
- Ensure all your policies and procedures are in synergy with related departments and HR guidelines.
- Maximize the use of available technology and systems to get results.
- Ensure the facilities, equipment and offices under your supervision are maintained in excellent condition.
- TECHNICAL COMPETENCY
- Know your job and continue your self-development by self-directed learning and participation in company sponsored training programs.
- Network within the company and the industry to keep abreast of developments affecting your field of expertise.
- Coordinate the compilation of the hotel’s annual business plan.
- Analyze Key Performance Indicators and take remedial actions as and when required
- Analyze guest satisfaction and take actions as required.
- Protect the hotel’s financial interest by implementing controls for revenues, expenses, protection of assets whilst ensuring Guests get value for money and excellent service standards.
- Have a good understanding of the hotel’s emergency procedures and ensure that the hotel is ready to implement any such procedures should an emergency arise.
- Manage your account Sales Personnel to ensure that you meet the goals of the marketing plan.
- Analyze market changes, implement programs with the business development department to meet these changes, such as changes brought about by political, economic or competitive changes in the market place
- Ensure that all policy & procedures are fully documented and updated as necessary in the sales procedures manual.
- Ensure that monthly reviews of total departmental productivity, versus goal, and analysis of each sales person contributions are conducted regularly.
- Supporting Director of Sales to ensure that appropriate efforts are expended on the solicitation and development of:
- Active accounts
- Prospect accounts
- Suspect accounts
- Lost accounts
- Ensure complete awareness by all sales staff of competitors activities at all times.
- Organize familiarization/educational trips to hotel by major clients.
- Dissemination of sales related information to other departments as appropriate.
- Meets with all influential clients and ensures that pre and post conference meetings are conducted by the banquet/conference department to provide effective communications and feedback in regard to client needs.
- Support all sales subordinates are capable of independent execution of all sales responsibilities through constant and ongoing review of activities. Provides training as is required based upon the capabilities of each subordinate.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established Hotel policies to achieve the overall objectives of the position.
- Establish and maintain effective employee relations.
- Ensure the highest standards of professionalism, ethics and attitude towards all hotel guests, clients, staff, and employers.
- Maintain professional business confidentiality.
- Perform related duties and special projects as assigned.
- Be technically conversant with the changing pattern of customer buying preferences, in particular website design, and functionality
- Perform other tasks as assigned.
- Well-groomed and personal presentation according to the established grooming guide.
- Follow the hotel rules and regulations.
- JOB QUALIFICATIONS:
- University Degree, High school diploma
- Should possess a minimum of three years in Sales or related experience in an international standard 5-star luxury hotel or resort.
- CRITICAL COMPETENCIES:
- Good command of English language, both written and oral
- A second language
- Good interpersonal, organizational and administrative skills
- Self-motivated and mature
- Able to work independently
- Can do attitude
Reservation Supervisor
Position Summary Expectations - Duties, Responsibilities
LEVEL 4
REPORT TO DIRECTOR OF SALES
SUPERVISE TO RESERVATION AGENT
EFFECTIVE DATE 25 JANUARY 2023
JOB SUMMARY:
Under the general guidance and supervision of the Reservation Manager, and within the limits of established hotel policies and procedures, takes and maintains reservations for the hotel .
Responsibilities include, but are not limited to booking rooms, and monitoring occupancy levels.Updating statistics and booking trends.Following up with guests requests and inquiries
- Cover Reservations Manager in his/her absence
- To receive, process and confirm all reservation made by telephone, direct, fax or e-mail
- Processes reservations from the sales office, other hotel departments, and travel agents.
- Be involved in stock control and management.
- Always be alert to room availability and make sure that all requests are replied within 24 hours and alternatives are given when specific room types are not available.
- Be fully knowledgeable of the Reservation Standard Service Procedure
- To greet all guests in a courteous and helpful manner and to provide a unique personalized service by attempting to learn and use the guest name at every opportunity.
- Ensure that VIP, Corporate Guest, Loyalty Programs, and Return Guest are recognized properly and rooms are allocated as required.
- To handle the request of special booking arrangement and report it to your supervisor.
- Be thoroughly knowledgeable of all hotel facilities and Food & Beverage outlets and their times of operation. Attempting to sell the advantages to the guest.
- Follow the required standards of Telephone Courtesy.
- Knows the selling status, rates, and benefits of all packages plans.
- Knows the credit policy of the hotel and how to code each reservation.
- Processes cancellations and modifications and promptly relays this information to the front desk.
- Understands the hotel's policy on guaranteed reservations and no-shows.
- Processes advance deposits on reservations.
- Prepares expected arrival list for front office use.
- Monitors advances deposit requirements.
- Makes sure that files are kept up to date.
- Getting information about areas of interest in order to target more clients in particular seasons.
- Willing to undertake any reasonable request made by management in any other areas of the house.
- Ensure reservation files are properly maintained and that information can be retrieved at all times.
- To keep the Reservation area clean and tidy
- To report to relevant department for any damage / out of order.
- To respect all hotel property and to minimize wastage.
- To maintain good working relationship within Front Office, other departments. Travel Agents and Corporate Contacts.
- To be familiar with GDS (Global Distribution System)
- Be available to handle guest queries by email and phone with any pressure condition.
- Maintain a complete understanding of the Employee Handbook and ensure it is followed.
- Maintain a high standard of personal hygiene, dress, uniform and body language.
- JOB QUALIFICATIONS:
- University Degree, High school diploma
- Should possess a minimum of three years in Reservation department or related experience in an international standard 5star luxury hotel or resort.
- CRITICAL COMPETENCIES:
- Good command of English language, both written and oral
- A second language
- Good interpersonal, organizational and administrative skills
- Self-motivated and mature
- Able to work independently
- Can do attitude
- Hight attention to details
- Self-motivated and able to initiate tasks without needing explicit instructions
- Strong ability to interact with other individuals of all backgrounds.
- Strong ability to communicate clearly and effectively.
- Ability to use Microsoft Outlook, Work & Excel
- Ability to use in Hotel software and their functionalities
- Adherence to guidelines and policies
- Ability to use Microsoft Outlook, Work & Excel
- Ability to use in Hotel software and their functionalities
- Adherence to guidelines and policy.
Farm Supervisor
Position Summary Expectations - Duties, Responsibilities
LEVEL: 3
REPORT TO: HEAD OF NATURALIST, GENERAL MANAGER
SUPERVISE TO: FARM ATTENDANT
EFFECTIVE DATE: 23 December 2024
JOB SUMMARY:
Performs duties within the scope of agricultural management, under the guidance of the Head of Naturalists, and the General Manager.
Responsible for overseeing and managing all aspects of farm operations, including livestock care, crop production, fruit and vegetable cultivation, and other agricultural enterprises. This role integrates sustainable practices through agroforestry, agroecosystem management, and permaculture design. The position supports the farm’s role in food production, education, conservation, and guest engagement, and contributes to the resort’s broader sustainability goals.
- Supervise and manage daily farm operations, including planting, harvesting, irrigation, composting, and livestock care (if applicable).
- Plan and implement seasonal planting schedules, crop rotations, and integrated farm designs following permaculture and agroecosystem principles.
- Oversee agroforestry activities, including the integration of trees and perennial crops to enhance soil health, biodiversity, and long-term productivity.
- Ensure proper maintenance of farm infrastructure, tools, and equipment to maintain safety and efficiency.
- Lead, train, and supervise farm staff, assigning responsibilities and promoting a culture of learning, teamwork, and sustainability.
- Monitor staff performance, provide constructive feedback, and support skills development in regenerative farming practices.
- Collaborate with the guest services team to design and lead interactive guest experiences such as farm tours, permaculture workshops, or hands-on activities.
- Act as a farm ambassador, educating guests and staff about sustainable agriculture, soil regeneration, and the role of agroecology in conservation.
- Coordinate with the culinary team to supply fresh, seasonal produce and ensure communication on availability and harvest schedules.
- Work with the sustainability team to implement composting, zero-waste practices, and other environmental initiatives.
- Maintain accurate records of farm activities, including crop yields, resource use, soil health, pest management, and planting timelines.
- Support budget planning and ensure efficient resource use, procurement, and expenditure tracking.
- Ensure compliance with all health, safety, and environmental regulations related to agricultural activities.
- Participate in budget development and assist with cost management.
- Assist with resort special events and activities as needed.
- Attend required trainings and stay informed on best practices in sustainable and regenerative agriculture.
- Maintain professional appearance and adhere to the resort’s grooming standards.
- Follow all resort policies, procedures, and code of conduct.
- Perform other related duties as assigned.
- JOB QUALIFICATIONS:
- Bachelor’s degree in agriculture or a related field is required
- Three years of relevant experience working
- Any combination of training, education, and experience that would provide the required knowledge, skills, and abilities.
- CRITICAL COMPETENCIES:
- Agricultural Expertise-Strong knowledge of modern and traditional farming techniques, agroforestry and permaculture including planting, irrigation, fertilization, and harvesting. Ability to manage both crops and livestock (if applicable) to meet resort needs.
- Leadership and Team Management-Proven ability to lead, motivate, and supervise farm workers, ensuring productivity and adherence to safety standards. Strong conflict resolution and decision-making skills to address on-site challenges swiftly.
- Operational and Logistical Management-Proficiency in planning and executing daily farm operations, ensuring all activities align with resort goals and timelines.
- Customer-Focused Approach-Understanding of how farm operations integrate with the resort's guest experience, including farm tours, farm-to-table initiatives, and educational activities. Strong interpersonal skills to interact with guests during farm visits or events.
- Sustainability and Innovation-Commitment to implementing eco-friendly practices, including water conservation, composting, and organic farming methods.
- Problem-Solving and Adaptability-Strong analytical skills to identify and resolve issues related to weather, pests, diseases, and equipment failures.
- Financial Acumen-Knowledge of budgeting and cost management for farm operations.
- Technical and Administrative Skills-Familiarity with farming tools, machinery, and maintenance schedules. Competence in record-keeping and reporting on farm operations, including production yields, labor schedules, and resource usage.
- Health and Safety Compliance-Strong understanding of occupational health and safety standards in farming.
- Communication and Collaboration-Excellent communication skills to liaise with resort management, staff, and external stakeholders
Bartender
Position Summary Expectations - Duties, Responsibilities
LEVEL: 4
REPORT TO: SENIOR BARTENDER, FNB CAPTIAN, SUPERVISOR, MANAGER
SUPERVISE TO: FOOD RUNNER
JOB SUMMARY:
Bartenders work directly with guest by mixing and serving drink orders. His/Her responsibilities include knowing alcohol spirits, having idea on making contemporary and classical drinks, managing inventory and cleaning bar supplies. He/She also handle food orders directly from guest. He/She works with senior bartender to ensure food and beverage compliance, restock bar inventory and manage overall bar and pool operations.
Core Values:
At HMD Asia, we are committed to upholding a set of core values that guide our work and interactions. These values are integral to our culture, and we expect all staff members to embody and promote them in their daily work.
- Excellence in standards of output
- Responsibility for outcomes
- Passion in everything we do
- Respect for each other
- Creativity in design and approach
- Partnership: win-win relationships
- Community and social responsibility
- Prepare alcohol or non-alcohol beverages for bar and restaurant support.
- Greetings the guests with pleasant smile, receive orders and serve drinks with snack following menu sequence.
- Communicating with senior barman on any shortages on drinks or ingredients.
- Knowledge of beverages especially the origin and ingredients.
- Assess guests’ needs and preferences and making recommendations drink.
- Prepare and restock ingredients for cocktails and other drinks. Tag should always be placed in order to track expiry date. FIFO rule should be always followed.
- Following drinks recipe on maintaining cost control and following the bar policy.
- Restock and replenish bar inventory and supplies.
- Host the guest in recommending and suggesting drinks that guest like and making sure guest are always welcome. Reading or knowing guest preference is must.
- Post food and drink order to POS accordingly.
- Bar area should be spotless, all the couch cushion need to refresh, low music and ensuring setup to be ready before the arrival of guest.
- Participate in the training when required
- Must follow staff village’s rule and regulation as well the company SOP and handbook.
- JOB QUALIFICATIONS:
- High school diploma.
- Knowledge and experience variety of beverage recipes is an advantage.
- Resume and proven working experience as a Bartender.
- Knowledge of other languages is a plus.
- CRITICAL COMPETENCIES:
- Communication skill: must able to speak and listen well both in Khmer and English.
- Excellent knowledge of in mixing, garnishing and serving drinks.
- Computer skill: basic knowledge of Microsoft word or excel.
- Organized skill: ability to keep the bar organized, stocked and clean.
- Time management: able to manage the time properly as not too fast or late in serving guests.
