PMS, POS
Chutamas Sila
Hospitality Professional / Customer Support Specialist
Chiang Mai
Summary
I am a hospitality professional. Confident multi-tasker with 21 years of experience engaging with customers to solve support queries and build excellent client relationships. Highly organized with keen eye to maintain multiple streams of work simultaneously. Energetic self-starter builds strong client relationships.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Onboarding & Support Executive
Yanolja Cloud Solution, (formerly EZee)
05.2024 - Current
- Supported sales efforts through upselling products or services when appropriate during customer interactions, contributing to revenue growth.
- Collaborated with team members on continuous improvement initiatives, contributing to the overall success and growth of the customer support department.
- Collaborated with cross-functional teams to provide comprehensive solutions for complex customer issues.
Duty Manager
Shangri-la Chiang Mai
7 2022 - 04.2024
- Meet and greet VIP guests, coordinate group check-ins, handle guest complaints, and ensure guest and staff safety
- Streamlined check-in/check-out processes for 277 rooms and suites., resulting in reduced wait times and increased guest satisfaction scores.
- Collaborated with other department managers to develop strategies for improving overall hotel operations and guest experiences.
Duty Manager Administration
The Naka Phuket
02.2018 - 09.2021
- My responsibilities included responding to incidents, handling guest complaints, looking after the hotel's VIP guests, and ensuring guest and staff safety for 92 luxury villas.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
Duty Manager
The Crest Resort & Pool Villas, Phuket
02.2016 - 12.2017
- My responsibilities included handling guest complaints, looking after the hotel's VIP guests, room allocation, inventory management, and reporting and financial reconciliation
- The hotel has 144 rooms and villas.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
Duty Manager
Novotel Phuket Kamala Beach
03.2014 - 08.2015
- I coached and developed a team of 15 receptionists, operators, and bellmen
- My responsibilities included ensuring the smooth operation of the front office department during my shift, handling guest complaints, looking after the hotel's VIP guests, room allocation, inventory management, and reporting and financial reconciliation
- The hotel has 161 rooms and villas.
Education
Vocational Certificate - Japanese Language
Rajamangala University of Technology
01.1997 - 04.2001
Skills
Property management systems
Point of sale systems
Teamwork and Collaboration
Problem-Solving
Customer Service
Technical support expertise
Customer service understanding
Understanding Customer Needs
Calm Under Pressure
Problem-solving abilities
Reliability
Issue and Complaint Resolution
Service standard compliance
Remote Office Availability
Team Collaboration
System implementation
Interpersonal Skills
Work Prioritization
Software
Timeline
Customer Onboarding & Support Executive
Yanolja Cloud Solution, (formerly EZee)
05.2024 - Current
Duty Manager Administration
The Naka Phuket
02.2018 - 09.2021
Duty Manager
The Crest Resort & Pool Villas, Phuket
02.2016 - 12.2017
Duty Manager
Novotel Phuket Kamala Beach
03.2014 - 08.2015
Vocational Certificate - Japanese Language
Rajamangala University of Technology
01.1997 - 04.2001
Duty Manager
Shangri-la Chiang Mai
7 2022 - 04.2024
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