Nanthaporn Thongsilpa
Samutprakarn
Summary
Professional with strong background in hospitality management, adept at overseeing front desk operations, housekeeping, and guest services. Known for fostering team collaboration and driving results, ensuring smooth daily operations and exceptional guest experiences. Skilled in staff training, budget management, and problem-solving, adapting to evolving needs and challenges effectively. Reliable leader with keen focus on operational excellence and guest satisfaction.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Rooms Division Manager
Hilton Bangkok Suvarnabhumi Golf Resort & Spa
08.2022 - Current
- Hotel conversion experience from Le Meridien Suvarnabhumi, Bangkok Golf Resort & Spa to Hilton Bangkok Suvarnabhumi Golf Resort & Spa
- Managed daily operations across all rooms division departments, achieving exceptional levels of guest satisfaction.
- Developed and maintained budget forecasts for the rooms division, effectively managing expenses to meet financial targets.
- Resolved guest issues promptly to improve customer experience.
- Responded to and implemented guest feedback to achieve positive outcomes and high levels of customer satisfaction.
- Analysed guest feedback to identify areas for improvement, leading to the implementation of key operational changes.
- Led the development and enforcement of quality standards for guest service, consistently receiving high satisfaction ratings.
- Coordinated with maintenance team to guarantee prompt resolution of any room issues, enhancing guest experience.
- Established strong relationships with repeat guests, offering personalised services to encourage loyalty and repeat business.
- Conducted regular performance reviews, providing constructive feedback and personal development plans for team members.
- Leading the implementation of new program/ project concerning with Rooms Division
Front Office Manager
Aloft Bangkok Sukhumvit 11
04.2022 - 08.2022
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Developed and maintained effective communication channels within the team and with other departments to facilitate smooth operations.
- Enhanced guest loyalty through the development of personalised services and recognition of repeat visitors.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Coordinated and allocated tasks of housekeeping team daily.
Front Office Manager
Le Meridien Suvarnabhumi,Bangkok Golf Resort & Spa
02.2016 - 07.2021
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Developed and maintained effective communication channels within the team and with other departments to facilitate smooth operations.
- Enhanced guest loyalty through the development of personalised services and recognition of repeat visitors.
- Oversaw the management of the front office budget, carefully controlling expenses and optimising resources.
- Introduced innovative technologies and systems to streamline front office procedures and improve efficiency.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Coordinated and allocated tasks of housekeeping team daily.
Front Office Manager
Le Meridien Chiang Rai Resort
09.2010 - 08.2015
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Developed and maintained effective communication channels within the team and with other departments to facilitate smooth operations.
- Enhanced guest loyalty through the development of personalised services and recognition of repeat visitors.
- Oversaw the management of the front office budget, carefully controlling expenses and optimising resources.
- Introduced innovative technologies and systems to streamline front office procedures and improve efficiency.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Coordinated and allocated tasks of housekeeping team daily.
Duty Manager
Le Meridien Chiang Rai Resort
04.2008 - 09.2010
- Directed teams handling various operations in fast-paced environments.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Coached and mentored junior staff, developing confidence and competence for improved service delivery.
- Held regular briefings with team members, motivating staff to achieve exceptional results for customers.
- Coordinated daily activity using exceptional organisation and planning abilities for smooth-running business operations.
- Maintained professional demeanour in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
Front Office Supervisor
Sheration Hua Hin Resort & Spa
12.2006 - 02.2008
- Facilitated communication between front office and other hotel departments to enhance guest experience.
- Responsible for training of Loyalty Program.
- Assisted in rostering all staff shifts, as well as managing staff absences and holidays.
- Supervised direct reports to perform duties to a high standard and provide outstanding customer service.
- Supervised front office operations, providing leadership to a team of receptionists and administrative staff.
- Monitored inventory of office supplies and reordered items to maintain adequate stock levels.
- Handled customer complaints, resolving issues promptly to maintain high levels of guest satisfaction.
- Managed guest check-ins and check-outs with efficiency, ensuring a smooth flow of operations.
Guest Service Agent&Guest Service Agent Supervisor
The Westin Grande Sukhumvit
01.2001 - 11.2006
- Maintained room inventory for occupancy, reservations and room assignments.
- Prepared for guest arrival, directing housekeeping to ready rooms and add special welcoming touches.
- Upsold additional hotel services to increase revenue.
- Coordinated responsive action to fulfil guests' specific requests.
- Greeted guests upon arrival, providing a warm welcome and efficiently processed check-ins.
- Updated guest profiles and preferences in the hotel management system for personalised service.
- Monitored inventory of front desk supplies and placed orders to ensure availability.
- Maintained up-to-date knowledge of local attractions and dining options to recommend to guests.
- Processed check-outs, ensuring accurate billing and a smooth departure experience for guests.
- Trained new staff on front desk operations, customer service, and company policies.
- Collaborated with housekeeping and maintenance to address need of guests, increasing customer satisfaction.
- Handled guest complaints in a rational, calm and professional manner, providing smart solutions to maintain guest satisfaction.
Education
Bachelor of Arts - Hotel Studies
Kasetsart University
Thailand1999
Skills
- Quality assurance protocols
- Transformational leadership
- Resourcefulness
- Motivational leadership
- Guest services
- Room inspections
- Housekeeping
Certification
- Leader of the Year 2018. Le Meridien Suvarnabhumi, Bangkok Golf Resort & Spa
- Marriott Development Academy (MDA) 2023
Languages
English
Advanced
C1
Timeline
Rooms Division Manager
Hilton Bangkok Suvarnabhumi Golf Resort & Spa
08.2022 - Current
Front Office Manager
Aloft Bangkok Sukhumvit 11
04.2022 - 08.2022
Front Office Manager
Le Meridien Suvarnabhumi,Bangkok Golf Resort & Spa
02.2016 - 07.2021
Front Office Manager
Le Meridien Chiang Rai Resort
09.2010 - 08.2015
Duty Manager
Le Meridien Chiang Rai Resort
04.2008 - 09.2010
Front Office Supervisor
Sheration Hua Hin Resort & Spa
12.2006 - 02.2008
Guest Service Agent&Guest Service Agent Supervisor
The Westin Grande Sukhumvit
01.2001 - 11.2006
Bachelor of Arts - Hotel Studies
Kasetsart University
Education
other
Hobbies and interests
- Travelling
References
- Mr. Martin Wuthrich, General Manager, Hua Hin Marriott Resort & Spa
- Mr. Jittapon Aroomchootee, Financial Controller, Pattaya Marriott Resort & Spa
- Ms. Isaraporn Klinmalai, Operation Manager, Aloft Sukhumvit 11