Duangkamol Kongsuwan
Front Office Manager
Phuket
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Manager, Front Office
Amari Phuket
2024.06 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Front Office Manager
Grand Mercure Bangkok Atrium (568 Keys)
6 2023 - 2024.06
- Responsible for short- and long-term planning and the management of the hotel's Front Office operations
- Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
- Oversee a team of Department Heads, Assistant Managers and Front Office staff, ensuring accurate communication and follow-up on any problems, guest requests, and special requirements
- Ensure the smooth registration and cashiering functions of the Front Office
- Assisted marketing efforts through data collection initiatives that resulted in targeted promotions thereby increasing reservations.
- Be responsible for the maximization of room revenue and profit through commercial rooms' management, ensuring a consistently high standard of guest service within the department
- Make all decisions regarding overbooking the hotel on the same day, ensure all out bookings are carried out by members of the Management and that overbooking levels for future days will be monitored by the Revenue team
- Understand the goals of the hotel and the department's role in achieving it, communicating goals to the team.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Front Office Manager (Pre-Opening)
Mercure Rayong Lomtalay Villas & Resort
2022.06 - 2023.06
- Responsible for short and long term planning and the management of the hotel's Front Office operations
- Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
- Maintain guest room inventory
- Coach and counsel employees to reflect Mercure Service Standards and Procedures
- Perform all tasks of a Front Office Staff as needed to facilitate service
- Ensure all operations and cash handling are done per policies and procedures
- Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
- Maintain excellent communication with the housekeeping department
- Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
- Responsible for the entire operation, staffing and equipment of the Front Office
- Prepares the annual capital and operating budgets for the Department in conjunction with the General Manager and ensure departmental expenditure is kept within budget by presenting the P & L for the Department to the Hotel Management on a monthly basis
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Prepared agendas and took notes at meetings to archive proceedings
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Defined clear targets and objectives and communicated to other team members.
Front Office Manager +SHA+ Manager
The Vijitt Resort Phuket
2021.11 - 2022.06
- To manage with the yearly budget and review Monthly Profit and Loss
- To run full team operation covering Airport representatives, bell/drivers - Resort hosts, butler services, concierges, operators and the assistant manager levels
- To handle with Tour and Excursion company about the contracts
- To handle with VIP's guests arrival, in house services, departure and complain soon
- Conduct the departmental compulsory trainings - Excellent of English communications, writing, reading, listening and speaking
- To plan with Housekeeping and Engineering for Preventive Maintenance schedule - To Plan with Gardener for weekly +daily - To monitor in room conditions and work out with Housekeeping and Engineering closely
- To have everyday meeting for Room Division for arrival and all in house room including group or event coming, just to make sure all rooms check in are on time and up to standard
- To do the Annual preventive maintenance properly
- To control room plan with Sales, Reservation, Front Office and House Keeping team for the high occupancy season
- Proved successful working within tight deadlines and fast-paced atmosphere
- Created plans and communicated deadlines to complete projects on time
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Prepared variety of different written communications, reports and documents
- Received and processed stock into inventory management system
- Exceeded goals through effective task prioritization and great work ethic
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Collaborated with team members to achieve target results
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
Reservations Manager
Pullman Pattaya Hotel G
2021.05 - 2021.11
- Arrange for group hotel bookings in collaboration with sales department for weddings and special events
- Consulted with central reservations to discuss new rate plans and promotions.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Maintained awareness of types of rooms available in different resort locations
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
Front Office Manager
Novotel Phuket Resort
2019.05 - 2020.12
- Assist Management in increasing the Hotel's profitability and reputation as well as establish good public relations with all guests
- Follow Brand Standard ALL Setup with implement staff to be Goal
- Increase membership given right information
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Delivered performance reviews, recommending additional training or advancements
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Prepared agendas and took notes at meetings to archive proceedings
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Defined clear targets and objectives and communicated to other team members.
Front Office Manager
Centara Azure Pattaya & Centra Avenue Hotel Pattaya
2018.05 - 2019.05
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Maintains working with revenue department with control allotment and update Bar rate and configuration
- Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year
- Conclusion revenue MIR, MER for Profit and lost daily month
- Control OTA, Extra net, Fast Booking allotment of reservation
- Works with in the allocated budget Target for the front office
- And CAPEX) Receives Conducts regularly Revamp and weekly Report
Assistant Front Office Manager
Grand Mercure Bangkok Fortune
2017.09 - 2018.03
- Maintain training how to and improvement skill of GSA
- Training Brand Standard, Audit concern Update system (Opera) and how to set report in function coordinate with IT and support of system monthly
- Maintain Report Upselling and Top guest comment of the month
- Monitor meeting of duty Manager with conclusions and plan next month
- Assist and support Front Office Manager in all operation areas
- Maintain a very good reputation for Hotel and assist to increase overall profitability of Hotel
- To implement energy conservation practices i.e
- Minimizing usage of paper, water, fuel, Electricity, etc
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Improved operations through consistent hard work and dedication
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Managed team of employees, overseeing hiring, training and professional growth of employees
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Onboarded new temps by entering employee information into systems
- Received and processed stock into inventory management system
- Conducted research, gathered information from multiple sources and presented results
- Implemented new training programs for administrative personnel on office operations and latest technologies.
Front Office Manager
Golden Beach Cha Am Hotel
2017.01 - 2017.09
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Supervise Upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel
- Conclusion revenue for Profit and lost daily month
- Supervises the management of debtors, group and individual guest invoicing and cash operations
- Created, prepared and delivered reports to various departments
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Assessed personnel performance and implemented incentives and team-building events to boost morale
Duty Manager and Night Manager
Anantara Hua Hin resort
2014.12 - 2016.12
- Support Assistant Front Office Manager in all operation areas including handling guest complaints, trouble solving and preparation of reports in order to ensure a smooth, effectively and efficiency daily professional manner
- Supervise Front Office staff, including Guest Service Agent, Butler, Concierge and Porter to ensure all team members adhere to all hotel policies, procedures, rules and regulations and standards
- Motivate and monitor guest service agent, butler and concierge in order to maximize upselling room and Food & Beverage revenue and minimize and control cost of operation
- Maximizing the organization's revenue whilst fulfilling the guests' satisfaction
- Ensure trainings are delivered to team member and they are competent in every aspect of their job
- Stand by night shift Night
- Reconcile daily revenue from all revenue centers and prepare daily revenue and operation reports
- To maintain report upsell report, conclude revenue per day, Member and overall
- Handle reporting nightshift check rate room allocation, no show, VIP, Vacant, Open
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism
- Trained employees in essential job functions
- Initiated plans to improve customer relations, quality standards and service efficiency
- Handled employee-related issues to improve performance, professional conduct and attendance reliability
- Managed senior-level personnel working in marketing and sales capacities
- Maintained store equipment, printers and fax machines
- Reduced workflow inconsistencies by recruiting and hiring capable staff members
- Encouraged departmental employees to present positive, exemplary image to customers
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Supervised site investigations, reported issues and escalated those that required further assistance
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Front Office Supervisor
Novotel Hua Hin Cha am Resort and spa
2013.01 - 2014.12
- Auditor in the night shift by use Sun System to completely report Opera income stats, GRR for Accounting
- Managed group bookings effectively to optimize room allocation while accommodating individual preferences.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Conclude Market share report for Accounting, Conclude Owner Report with STR to Account Dept
- Excepted all report to HOD include STR, and conclude Revenue each day
- Reporting to the Duty Manager, supervise the smooth and efficient working operation of the Front Desk including the close monitoring of room occupation, maximizations of revenue and ensuring Guest satisfaction at all times
- Provide comprehensive information to Guests on resort facilities and services especially Accor Rewards and Advantage Plus membership during their stay at the resort.
Front Desk Associate
Intercontinental Hotels Group
2010.12 - 2013.12
- Attendance and Concierge - Register and assign rooms to arriving guests
- Handle check-in/check-out of guests by using Brand Service Standards
- Prepare guests' folio for each arriving and departing guest on a daily basis
- Responsible courteous communications with guests as well as providing necessary information, ensuring compliance with the brand service standards
- Handle guest quests
- Provide customer service proactively and efficiently
- Prepare VIP guest Report, Order amenities VIP and set up in room -Escort and given information to guest
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service
- Education
- Bachelor of Arts: Hotel And Tourism
- Dhurakijpundit University - Bangkok, Thailand.
Education
Bachelor of Arts - Hotel And Tourism
Dhurakijpundit University
Bangkok, Thailand 2004.05 - 2008.05
Skills
Relationship building
Certification
Professional Training Course in Personality development of Service
Accomplishments
- Consistently surpassed increase revenue, Review targets for 3 consecutive months
- Helped boost overall sales by 15% as Team Leader
- Implement guest satisfaction score, feedback increase overall 85% and 10-15% increase income by upsell, upgrade package both creation, sport, Food and Beverage
- Achievement LQA/LRA (Audit) Score as KPIs target (SOP)
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Flexible work hoursTeam Building / Company RetreatsPersonal development programsWork-life balanceHealthcare benefitsTimeline
Manager, Front Office
Amari Phuket
2024.06 - Current
Front Office Manager (Pre-Opening)
Mercure Rayong Lomtalay Villas & Resort
2022.06 - 2023.06
Front Office Manager +SHA+ Manager
The Vijitt Resort Phuket
2021.11 - 2022.06
Reservations Manager
Pullman Pattaya Hotel G
2021.05 - 2021.11
Front Office Manager
Novotel Phuket Resort
2019.05 - 2020.12
Front Office Manager
Centara Azure Pattaya & Centra Avenue Hotel Pattaya
2018.05 - 2019.05
Assistant Front Office Manager
Grand Mercure Bangkok Fortune
2017.09 - 2018.03
Front Office Manager
Golden Beach Cha Am Hotel
2017.01 - 2017.09
Duty Manager and Night Manager
Anantara Hua Hin resort
2014.12 - 2016.12
Front Office Supervisor
Novotel Hua Hin Cha am Resort and spa
2013.01 - 2014.12
Front Desk Associate
Intercontinental Hotels Group
2010.12 - 2013.12
Bachelor of Arts - Hotel And Tourism
Dhurakijpundit University
2004.05 - 2008.05
Front Office Manager
Grand Mercure Bangkok Atrium (568 Keys)
6 2023 - 2024.06
Professional Training Course in Personality development of Service
Train the Trainer
Accor_ All Start Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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