KRITAKA PHENGPHON
Operations Manager
Mahasarakham Province
Summary
Results-driven hospitality professional with over 20 years of experience in hotel operations, guest services, and revenue management. Currently serving as Operations Manager overseeing Front Office and Housekeeping teams across multiple properties. Known for strategic planning, operational excellence, and team leadership that enhances guest satisfaction and drives business performance.
Overview
24
24
years of professional experience
Work History
Operations Manager
Shama Sukhumvit Bangkok & Shama Ekamai Bangkok
12.2023 - Current
- Lead and manage daily operations with direct oversight of Front Office and Housekeeping teams, ensuring service excellence and operational consistency.
- Implement and monitor Local Standard Operating Procedures (LSOPs) to maintain brand standards and audit readiness.
- Coordinate cross-functional efforts with Engineering and Administration to support seamless guest experiences.
- Drive revenue optimization through upselling initiatives, cost control, and performance tracking.
- Manage CAPEX projects, including guest room air conditioning upgrades, ensuring minimal guest disruption and contractor compliance.
- Represent the property in internal leadership meetings and owner communications.
- Respond to strategic directives, including aligning BG 2026 commission costs with monthly REO revenue and room nights.
- Support commercial planning by reviewing BG 2026 revenue and ADR targets for realism and market alignment.
- Collaborate with HQ on operational recovery planning for Emmaline Hotel Nan, including damage assessment and timeline reporting.
Revenue & E-Commerce Manager
Amari Vang Vieng
07.2022 - 11.2023
- Directed revenue strategy and managed OTA partnerships, promotions, and rate structures.
- Led forecasting and budgeting for all market segments.
- Trained team members to enhance reservation accuracy and improve guest service.
Reservation & Revenue Manager
Novotel Rayong Rim Pae Resort
03.2022 - 06.2022
- Managed all reservation functions for FIT, groups, and corporate bookings.
- Collaborated with sales teams to develop rate strategies aligned with seasonal trends.
Reservation, Distribution & Revenue Manager (Pre-Opening)
Novotel Suites Bangkok Sukhumvit 34
05.2020 - 05.2021
- Spearheaded pre-opening preparations including distribution setup, pricing strategy, and team training.
- Established rate parity and competitive positioning across all booking channels.
Reservation Manager
Novotel Rayong Rim Pae Resort
01.2018 - 01.2020
- Oversaw reservations for high and low seasons, group coordination, and revenue projections.
- Maintained strong OTA relationships and improved guest booking experience.
Assistant Front Office Manager & Spa Manager
Hotel Baraquda Pattaya MGallery by Sofitel
03.2010 - 05.2017
- Directed daily front office operations and spa management.
- Led the team to consistently meet brand standards in guest service.
- Controlled departmental costs and optimized scheduling.
PR & Marketing / Receptionist
The Eugenia, Bangkok
09.2006 - 06.2009
- Handled PR campaigns and marketing collateral for a boutique hotel.
- Assisted with events, media coordination, and VIP guest handling.
Receptionist & Membership Sales
Fitness Clubs and Hospitality Roles
01.2002 - 01.2005
- Delivered guest services and handled membership sales and retention efforts.
Education
High School Diploma -
Thailand National Sports University Mahasarakham Campus
Maha Sarakham, Thailand 04.2001 -
Skills
- Hotel Operations Management
- Front Office & Housekeeping Leadership
- Revenue & Distribution Strategy
- Budgeting & Financial Forecasting
Operations management
Problem-solving
Customer service
Performance monitoring
Process improvement
Organizational management
References
References available upon request.
Timeline
Operations Manager
Shama Sukhumvit Bangkok & Shama Ekamai Bangkok
12.2023 - Current
Revenue & E-Commerce Manager
Amari Vang Vieng
07.2022 - 11.2023
Reservation & Revenue Manager
Novotel Rayong Rim Pae Resort
03.2022 - 06.2022
Reservation, Distribution & Revenue Manager (Pre-Opening)
Novotel Suites Bangkok Sukhumvit 34
05.2020 - 05.2021
Reservation Manager
Novotel Rayong Rim Pae Resort
01.2018 - 01.2020
Assistant Front Office Manager & Spa Manager
Hotel Baraquda Pattaya MGallery by Sofitel
03.2010 - 05.2017
PR & Marketing / Receptionist
The Eugenia, Bangkok
09.2006 - 06.2009
Receptionist & Membership Sales
Fitness Clubs and Hospitality Roles
01.2002 - 01.2005
High School Diploma -
Thailand National Sports University Mahasarakham Campus
04.2001 -
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