Experience

Napasai, A Belmond Hotel

• Thailand
• Hospitality
• 1 - 100 Employee

• Assistant Guest Relation Manager

  • Oct 2022 - Present

  • Supervise and lead a team of front office personnel, providing guidance, training, and support to ensure exceptional customer service. • Act as a point of escalation for complex guest inquiries, issues, and complaints, ensuring timely resolution and guest satisfaction. • Monitor guest feedback, reviews, and surveys to identify areas for improvement and implement strategies to enhance guest experiences. • Develop and maintain strong relationships with VIP guests, corporate clients, and frequent visitors, ensuring personalized service and loyalty. • Collaborate with other departments, such as front office, concierge, and housekeeping, to coordinate guest services and ensure seamless operations. • Assist in developing and implementing guest service standards, policies, and procedures to maintain a high level of service excellence. • Coordinate and oversee special events, functions, and VIP visits, ensuring smooth execution and guest satisfaction. • Analyze guest data and trends to identify opportunities for upselling, cross-selling, and revenue generation. Show less



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Guest Services Supervisor

  • May 2021 - Sep 2022

  - Managing guest services and valet requirements with input from labour meetings and event discussions- Managing guest services and valet collateral inventroy- Acting as duty manager- Roster management- Collaborate with various departments to ensure smooth operation- Trained as night manager

• Front Desk Agent

  • Jul 2018 - May 2021

  - Maximizing revenue via upsell- Ensuring correct financial processes are implemented to provide seamless arrival and departure experiences- Following standard operating procedure of the hotel and enforcing the same within the team.- Providing training to new joiner and assist them to adapt quickly to operation- Managing inventory of front office team- Conducting night audit



Raffles Seychelles

• Seychelles
• Hospitality
• 100 - 200 Employee

• Guest Relation Agent - Chinese Speaking

  • Jan 2017 - Apr 2018

  -Ensure the “Perfect Arrival Experience” ( following the check-in formalities according with LQA standards, explanation of hotel facilities with a map, arranging pre-arrival guest requests ) -Assign arrival amenities for all guests accordingly with VIP status -Creating comfortable environment for Chinese speaking guest ( following guests' requests, assisting by ordering meals, organizing excursions, etc.) -Covering operator, concierge, drivers, reception, depending on operational needs -Handle guest complaints and refer to them as necessary, follow up on corrective action -Ensure all guest profiles are being updated during their stay with personal details, preferences, complaints etc. -Promote Inter-Hotel sales and in-house facilities - Assist Guest Relations Manager to ensure departmental performance is productive Show less



Internship at Swiss BelHotel Harbourbay Batam

• Batam

• Sales and Marketing Trainee

  • Jul 2015 - Jan 2016

  -Provide support in non-selling administrational assistance, such as office management, IT support liaison, property correspondence -Assist the sales team with administrative sales and marketing activities, including but not limited to flyers, presentations and proposals, team activities, blitz week and external promotional events -Liaise with the property teams including leaders on property, to make sure events,( e.g. wedding, meeting, concert) are going well -Conducting site visits for potential customers Show less