Naphatsarawan B.
Bangkok
Summary
With over 13 years of experience elevating guest experiences and boosting operational efficiency in hospitality environments. Additionally, I possess budgeting, P&L management skills, innovative problem-solving, and planning for special projects. Leading an initiative to increase room revenue and cost control while maintaining service standards.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Office Manager
Hotel Muse Bangkok Langsuan
06.2024 - Current
- Worked as an Opera Champion in property and assisted with the Re-branding project from Accor to Marriott.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created monthly schedules for front office staff members to ensure appropriate coverage during peak hours or high-demand periods.
Front Office Manager
Anantara Lawana Samui Thailand
04.2023 - 05.2024
- Oversees the Front of House operations such as Guest Service Agents, Duty Managers, Lobby Ambassadors, Call Center, Gift Shop, and Kids Club
- Ensure guests are communicated with and assisted efficiently, warmly, and professionally by all team members
- LQA Standards are followed and delivered above 85% by all team members for all areas within Front of House
- Actively review guest comments and feedback and communicate this with the team members to drive NPS KPI
- Drive engagement score throughout the year ensuring that coaching, mentorship, training, and team building are effective and regularly planned
- Control payroll and business expenses of the department, ensuring the right balance between service, coverage, and financial KPIs
- Attend to guest requests and complaints promptly and ensure follow-up/resolution is in place
- Ensure the front office team works with a service-focused attitude and is aware of upsell opportunities within the resort.
Front Office Manager
Centara Korat (Pre-Opening) Thailand
04.2022 - 04.2023
- Established the pre-opening action plan including staff recruitment, creating a room-type workbook, and room configuration
- Oversees the Front Office, Reservation, Housekeeping, and Engineering such as hotel collaterals, created Standard Operating Procedures and Job Descriptions, and Decorating a mock-up room that applied the global SOP
- Developed and executed training programs for new team members, which enhanced customer service skills and hotel protocol adherence
- Monitor budgets and payroll records, as well as review financial transactions
- Ensure that the complaints regarding the service are fully investigated and resolved with the appropriate solutions.
Front Office Manager
Centara Hotel and Convention Centre Udon Thani Thailand
10.2019 - 04.2022
- Oversee effective day-to-day running of Front Office Department in achieving the goals
- Develop training programs and activities for the department to enhance the skills and knowledge of the employees
- Processing reservations, special requests, room assigned, check-in and check-out
- Providing our guests with exceptional service that exceeds their expectations
- Handling guest complaints, approach to the guest needs, and operational issues
- Implemented and chaired weekly cross-departmental meetings to effectively communicate and address concerns area
- Responsible for budgeting and forecasting of the Front Office
- Working closely with Area Revenue to boost hotel revenue.
Education
Swiss College of Hospitality Management in Switzerland -
Switzerland
Dhurakij Pundit University -
Thailand
Bachelor of Arts - Humanities
Bangkok University
ThailandSkills
- Operational Efficiency
- Reservation Management
- Financial Reporting
- Financial Planning
- Leadership Development
- Team Management
- Customer Service Experience
- Property Management System
- Coaching and Training
- Effective Multitasking
Languages
Thai Native
English Proficient
Certification
- Leadership Award 2023
Leadership Quarterly Recognition
- Enrollment Target 2023
Encourage the team to achieve 100% enrollment in the Global Hotel Alliance (Loyalty Program)
- Innovation in Guest Experience
Launched benefits for GHA members to increase positive online review
Timeline
Front Office Manager
Hotel Muse Bangkok Langsuan
06.2024 - Current
Front Office Manager
Anantara Lawana Samui Thailand
04.2023 - 05.2024
Front Office Manager
Centara Korat (Pre-Opening) Thailand
04.2022 - 04.2023
Front Office Manager
Centara Hotel and Convention Centre Udon Thani Thailand
10.2019 - 04.2022
Swiss College of Hospitality Management in Switzerland -
Switzerland
Dhurakij Pundit University -
Thailand
Bachelor of Arts - Humanities
Bangkok University
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