Pornthira Paesang
Phuket
Summary
Proven hospitality professional with extensive experience in enhancing customer satisfaction and streamlining operations, notably at Amari Phuket. Skilled in registration management and fostering customer rapport, I have successfully implemented strategies that significantly improved service delivery. leadership at The Senses Resort & Pool Villa Patong led to a noticeable increase in team efficiency and guest relations excellence. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
Work History
Guest Service Agent
Amari Phuket
01.2022 - Current
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room deposits, fees, and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
Guest Service Supervisor
The Senses Resort &Pool Villa Patong
03.2018 - 04.2019
- Set and managed policies for concierge services and guest relations.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Supported team members by offering constructive feedback and coaching as needed.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Led weekly staff meetings to maintain continuity of service and quality standards.
Reservation Officer
Impiana Patong Resort and Spa
01.2017 - 03.2018
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
Guest Service Agent
Amata Hotel Patong
06.2013 - 01.2017
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room deposits, fees, and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
Education
Bachelor of Science - Business Administration
Phuket Rajabhat University
Phuket, Thailand01.2008
Skills
- Registration management
- Customer rapport
- Hospitality best practices
- Hospitality services
- Effective Planning
Languages
English
Native language
English
Upper intermediate
B2
Timeline
Guest Service Agent
Amari Phuket
01.2022 - Current
Guest Service Supervisor
The Senses Resort &Pool Villa Patong
03.2018 - 04.2019
Reservation Officer
Impiana Patong Resort and Spa
01.2017 - 03.2018
Guest Service Agent
Amata Hotel Patong
06.2013 - 01.2017
Bachelor of Science - Business Administration
Phuket Rajabhat University
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