Keasinee Mekboot Helena Ms
Front Office Manager
Cherngtalay, Thalang, Phuket,Phuket
Summary
Upscale and luxury hospitality expertise with 13 years’ experience within top international brands.Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in depth knowledge of rooms management. Offering these skills and strong work ethic.
Overview
7
7
years of post-secondary education
11
11
years of professional experience
Work History
Front Office Manager
Holiday Inn Resort Phuket Mai Khao Beach - IHG
Phuket
08.2018 - Current
- Managed total 246 rooms, 2 restaurants, IRD 24/7 meeting rooms, ballroom, Kids Club& Spa
- Managing the day to day operation of 32 colleagues.
- Front of the House Cleaning Champion and Loyalty Champion.
- Champion for the implementation of customer mobile App.
- Monitors daily status of room rates, discounts and packages.
- Handling complaints, settling dispute, resolving grievances and conflicts.
- Participates in the development and implementation of corrective action plans based on guests reviews and satisfaction results.
- Monitors, meet & greet VIP and returning guests prior arrivals, in house and departure.
- During the absence of the Executive Housekeeper I have successfully supervised the housekeeping department.
- Setting targets for up-selling rooms and meals.
- Ensuring superior service and product.
- Ability to read, analyze and interpret financial and revenue management reports.
Front Office Manager
Amatara Wellness Resort ((Formerly Regent Phuket Cape Panwa))
Phuket
08.2016 - 07.2018
- Managed 65 rooms and 40 luxury villas, 3 restaurants, wellness centre, kids club and meeting rooms.
- Responsible for planning, directing, controlling, coordinating and participating in all front office activities.
- Supporting in maximize revenue from room sales, minimize expenses and ensure guest satisfaction are met.
- Responsible for 27 colleagues: Bell Boys, Switchboard Operators, Guest Services and Front Desk Agents and Kids Club Agents.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
- Ensuring Luxury experience is delivered consistently.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
Assistant Front Office Manager
Bandara Phuket Resort and Villas (Pre-opening)
Phuket
07.2015 - 07.2016
- Managed 116 rooms and 33 luxury villas, 3 restaurants, beach club ans SPA
- Acting as Front Office Manager and reporting to the EAM.
- Supervising all front office operation.
- Responsible for 25 colleagues: Bell Boys, Switchboard Operators, Guest Services and Front Desk Agents and Kids Club Agents, Reservation Agent.
- Ensuring Luxury experience is delivered consistently.
- Pre-opening set up, systems configuration, creation of departmental SOP.
- Liaison for operational S&M matters, team Bangkok based.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
Duty Manager
The Naka Island, A Luxury Collection Resort & Spa Phuket – Marriott
Phuket
06.2012 - 04.2014
- Managed 67 luxury villas and 20 rooms, 2 restaurants, kids club and SPA.
- To assist the Front Office Manager, Director of Rooms & Hotel Manager on the day to day operation.
- Starwood Preferred Guests Champion and Guests Experience Satisfaction Champion.
- Supervise cashiering activities during shift, including cash handing and banking procedure, supervise group bookings, managing complaints.
- Responsible for setting up the PMS for the rebranding from Six Senses to Starwood.
- Task force in Reservation department.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Increased operational efficiency by developing improved filing systems for confidential client records and reports.
Guest Services Manager
Laguna Holiday Club Phuket Resort managed by Banyan Tree – (rebranded Angsana Vacation Club)
Phuket
04.2011 - 09.2011
- Managed 83 rooms and 5 villas, 1 restaurant and kids club
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Guest Service Agent
Le Meridien Phuket Beach Resort – Marriott
Phuket
12.2007 - 02.2011
- Managed 470 rooms, 10 restaurants, SPA, meeting rooms, ballroom, kids club
- Provided guest assistance, including recommendations for tourist attractions.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Planned coverage needs and organized services to support incoming special events.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Guest Services Officer
Hilton Phuket Arcadia Resort & Spa
Phuket
03.2007 - 11.2007
- Managed 662 rooms, 4 restaurants, SPA, meeting rooms, ballroom.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Bachelor of Arts - Faculty of Humanities- Majoring in German
Chiang Mai University
Chiang Mai 06.2000 - 04.2003
High School Diploma -
Stree Phuket High School
Phuket 06.1996 - 03.2000
Skills
Hotel Software: Concerto, Fidelio, Amadeus, Comanche, Opera, Epitome, Starlight, Micros (F&B), Pixel Point (F&B)undefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- 2020: Q1 ranking TOP 10 for overall customer satisfaction and TOP 3 for Loyalty Recognition among all Holiday Inn in AMEA.
- 2019: Manager of the Year, rated with Exceptional performance.
- 2018: Q4 ranking Top 10 globally, earning 1million IHG Rewards Club Points by exceeding the enrollment target through the Priority Enrollment Millionaire program.
- 2016 successfully worked on rebranding the front office and reservation department.
- 2012 – 2013: 3 times Manager of the Quarter.
- Mr. Luca de Stefano
- Ms. Sawanee Areephan (Khun Tan)
- Ms. Kanitta Detmak Na Pattalung (Khun Eddy)
Trainings & Courses
2019 IHG Business School at Holiday Inn Jakarta Gajah Mada, Indonesia
Leading and Sustaining Your Service Culture, Coaching with Confidence, Leading Through Difficult Times, Leading With Difficult Conversation, Leading With Purpose, Managing Your Stakeholder, Building Resilience, The Collaborative Manager, IHG Revenue Management, Problem Handling.
References
Former General Manager Holiday Inn Resort Phuket Mai Khao Beach
E: destefanol@ymail.com – https://www.linkedin.com/in/lucadestefano/
General Manager Marriott Executive Apartments Mayfair Bangkok
Former Hotel Manager The Naka Island, A Luxury Collection Resort & Spa Phuket – Marriott
T: +66 2 672 1234 – E: sawanee.a@marriott.com
https://www.linkedin.com/in/sawanee-areephan-66b41632
Executive Assistant Manager (EAM), Amatara Wellness Resort, Phuket
https://www.linkedin.com/in/kanittha-detmak-na-patthalung-b0012b17
Tel: +66 76 318 888, M: +66 89 724 8120, E: k.detmak@yahoo.co.th
Timeline
Front Office Manager
Holiday Inn Resort Phuket Mai Khao Beach - IHG
08.2018 - Current
Front Office Manager
Amatara Wellness Resort ((Formerly Regent Phuket Cape Panwa))
08.2016 - 07.2018
Assistant Front Office Manager
Bandara Phuket Resort and Villas (Pre-opening)
07.2015 - 07.2016
Duty Manager
The Naka Island, A Luxury Collection Resort & Spa Phuket – Marriott
06.2012 - 04.2014
Guest Services Manager
Laguna Holiday Club Phuket Resort managed by Banyan Tree – (rebranded Angsana Vacation Club)
04.2011 - 09.2011
Guest Service Agent
Le Meridien Phuket Beach Resort – Marriott
12.2007 - 02.2011
Guest Services Officer
Hilton Phuket Arcadia Resort & Spa
03.2007 - 11.2007
Bachelor of Arts - Faculty of Humanities- Majoring in German
Chiang Mai University
06.2000 - 04.2003
High School Diploma -
Stree Phuket High School
06.1996 - 03.2000
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