Reththy Keo

Professional Summary Key Responsible – Director of Operations (Pre-Opening Hotel Setup) Responsible for leading and overseeing all operational aspects of a hotel during its pre-opening phase, ensuring readiness for a successful launch and sustainable high-performance operations. Key responsibilities include: • Operational Planning & Strategy: Develop and implement comprehensive operational strategies, SOPs, and standards across all hotel departments to ensure efficiency, consistency, and excellence in service. • Pre-Opening Coordination: Lead the pre-opening process including departmental setup, workflow design, equipment procurement, and readiness checks to ensure the hotel is fully operational on launch day. • Cross-Department Leadership: Collaborate with all department heads to align staffing, training, and operational processes with organizational goals and guest service standards. • Staff Recruitment & Training: Oversee recruitment, induction, and pre-opening training programs to build a skilled, motivated, and guest-focused workforce. • Budgeting & Resource Management: Manage operational budgets, monitor costs, and allocate resources efficiently to achieve financial targets without compromising service quality. • Quality & Compliance: Ensure compliance with local laws, health & safety regulations, and hospitality standards to minimize risk and maintain operational excellence. • Stakeholder Management: Act as liaison with senior management, owners, and key partners to provide updates, align expectations, and drive operational success.

Key Responsibilities – Operation Manager Oversee the full spectrum of hotel operations, ensuring all departments—including Front Office, Housekeeping, Food & Beverage, Maintenance, and Sales—operate efficiently and deliver exceptional guest experiences. Develop and implement strategic business plans to maximize occupancy, revenue, and profitability while maintaining the highest service standards. Monitor financial performance, manage budgets, control costs, and analyze revenue and expense reports to drive operational efficiency and profitability. Lead, mentor, and motivate department heads and staff, establishing clear goals, operational plans, and performance standards to ensure alignment with company objectives. Supervise and coordinate Reservations and Sales teams, manage corporate contracts, and oversee OTA, FIT, and GIT market segments to optimize revenue generation. Delegate and oversee daily operational tasks across all departments, ensuring smooth interdepartmental coordination, efficient workflows, and compliance with brand standards. Ensure superior guest satisfaction by promptly addressing feedback, resolving complaints, and fostering a welcoming and professional environment. Manage inventory, vendor relations, and procurement processes to optimize cost-efficiency and operational effectiveness. Collaborate with Marketing and Sales teams to execute promotional strategies, strengthen market positioning, and drive revenue growth. Conduct staff performance evaluations, implement training programs, and foster a culture of continuous improvement and professional development. Build and maintain strong relationships with guests, corporate clients, suppliers, and stakeholders to support long-term business success and uphold the hotel’s reputation for excellence.

Key Responsibilities – Assistant Hotel Manager Support the General Manager in overseeing daily hotel operations to ensure efficient performance, exceptional guest satisfaction, and adherence to brand standards. Coordinate and supervise all departments (Front Office, Housekeeping, Food & Beverage, Maintenance, and Sales & Marketing) to ensure seamless service delivery. Monitor and maintain high standards of guest service; handle guest complaints and feedback promptly to ensure effective resolution and guest retention. Assist in developing and implementing operational strategies, policies, and procedures to improve service quality and operational efficiency. Drive revenue performance by supporting sales, marketing initiatives, and revenue management strategies, including occupancy and pricing optimization. Ensure compliance with hotel policies, safety regulations, and local legal requirements. Supervise, train, and motivate staff to maintain high performance, teamwork, and professional development. Assist in budgeting, cost control, and financial reporting to achieve profitability targets. Monitor daily financial performance, including revenue, expenses, and departmental KPIs. Support recruitment, performance evaluation, and disciplinary actions in line with HR policies. Maintain strong relationships with guests, corporate clients, vendors, and stakeholders. Act on behalf of the General Manager in their absence, ensuring continuity of operations and decision-making.

Key Responsible Summary for Human Resources Manager & Government External Liaison & Hotel Operations Manager Responsible for leading and overseeing all aspects of human resources, government relations, and pre-opening hotel operations. Key responsibilities include: • Human Resources Management: Develop and implement HR policies, procedures, and frameworks for recruitment, onboarding, performance management, training, employee relations, and compensation & benefits to ensure a motivated, high-performing workforce. • Government & Regulatory Liaison: Serve as the primary contact for government authorities, regulatory bodies, and local stakeholders to secure approvals, licenses, and maintain compliance with labor and hospitality regulations. • Pre-Opening Hotel Operations: Plan, organize, and manage all pre-opening activities, including staffing, departmental setup, SOP development, workflow design, and operational readiness to ensure a smooth launch of the hotel. • Strategic Planning & Coordination: Collaborate with senior management to define operational strategies, budget forecasts, and workforce planning for a seamless pre-opening and ongoing hotel operations. • Cross-Functional Leadership: Guide department heads in recruitment, training, and operational alignment to achieve organizational goals, deliver exceptional guest experiences, and establish the hotel’s operational standards. • Compliance & Risk Management: Ensure adherence to local labor laws, health & safety standards, and industry best practices, mitigating operational and reputational risks.

• Leading the team and operate Front Office team to provide the good service to the guest. Also handle guest complain, feedback and comment. Report to FOM all issue concern, Handle FO Operation as Front Office Manager not around. • Leading for the team and operated of reservation and sale for the efficient provision of room reservation and sale service by managing as well as participating in the activities of department to ensure all front desk and reservation & sale employees are upselling guest rooms in maximizing income of hotel. Must remain constantly alert to periods when booking levels, it advisable to place the Hotel “ON REQUEST “ • To inform all Front Office staffs of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. • Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. • Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year. • Work closely with the Housekeeping Department to improve guest services and foster cross the departmental communications. • Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture. • To handle all the incoming and outgoing correspondence, fax, e-mail concerning rooming reservations, (Group/FIT) amendments and cancellations and all related correspondence. • To check and ensure all room reservations are properly prepared and accurately handling. • To give training and coaching to subordinates as to maintain and provide efficient and courteous services in handling reservations in accordance to the policies and procedures as established by the Hotel.

• Monitor FO operation and leading the team to run operation well, make Corporate with all Department concern to Hotel Operation, especially, during guest complain have to settle immediately as a part of hotel responsible. • Organize, delegate, supervise and administer the Concierge, Transport and Airport representatives Sections of the Front Office. • Customer Satisfaction (Guest Feedback, Social Media Review). • Showing Initiative, Problem Solving, Staff Training, Team Leading. • Manages and motivates the Front Office team in order to provide a high standard of service for customers. • Welcomes guests and fosters customer loyalty through his/her friendly manner. • Develops high quality relationships with guests throughout their stay. • Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution. • Oversee and supervises guest arrivals and departures with the front office executive and duty managers. • Provide high level of customer service and maintain a high profile in the day-to-day front office operations. • Ensure that personalized service is offered to each guest. • Rotates with the Night Manager and handover duties during his absence

• Leading the shift, the operation to run FO operation well, assigned the job for Front Desk to operate daily, follow the Sr. Management advice or order and feedback the result. • Follow job assignment from Duty Manager, double check cashiering, guest check out, guest check in, walk in guest, guest billing, guest comment, guest feedback, guest complain handling, follow up room status with House Keeping, report to Duty Manager any issue concern. Manages and motivates the Front Office team in order to provide a high standard of service for customers. • Welcomes guests and fosters customer loyalty through his/her friendly manner. • Develops high quality relationships with guests throughout their stay. • Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution. • Provide high level of customer service and maintain a high profile in the day-to-day front office operations. Ensure that personalized service is offered to each and every guest. • Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. • Review arrival list for all arrivals and VIPs to check room allocations, amenities and special etc), requests. Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual. Ensures that the workplace remains clean and tidy • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Have a good knowledge of all systems and standard operating procedures of front office.

• Get daily job assignment from Supervisor to operate Front Office Team, handle daily check in and check out, also in house guest, cashiering, guest billing, walk in guest, extended stay, City information, Guest request, feedback, comment and report to Sr. Management. • Handle guest check in and check out, guest in house, good cooperation with House Keeping, handle group check in and group key. Offer City Information to the guest, transportation to the guest, follow up room status with House Keeping for arrival of the day.