Pratchaya Choomeuang

Main Responsibilities:

• Oversee daily hotel operations, including the Front Office, Housekeeping, Food and Beverage, and Engineering Departments.
• Monitor guest satisfaction LQA scores, and implement service improvement initiatives.
• Work closely with the General Manager in implementing strategic plans and managing departmental budgets.
• Supervise the Head of Department, staff performance, and conduct regular team training and evaluations.
• Set an action plan and KPI for the head of each department to achieve company goals.
• Evaluates the job performance of each department.
• Renovation action plan and yearly project implement.
• As well as working very closely with the Engineering Department, Accounting Department, Business Department, Human Resource Department, and Estate Department while ensuring.
• Adherence to brand standards, financial objectives, and company policies.

Participates in the sections as of details.

Front Office Department: Guest experience, Ton Hong (butler), bellman, driver.

Transportation: Luxury cars and speedboats.

Housekeeping Department: Room maid, Boy, Public, Florist and Laundry.

Gardening Department: Gardener, landscape, delivery team

Food & Beverage Department: with four restaurants and bars.

Engineering Department: Carpenter, Electrician, Pool Team, IT Hotel program, development, and upgrade the project.

Quality Assurance: Ensure cleanliness standards in all areas in collaboration with the housekeeping team.

Responsibilities Overview.

Business Plan and Strategy: Develop annual business plans.

Staffing and manning: Manage staffing plans for operational efficiency.

Capex and Renovation: Oversee Capex, FF&E, and annual renovation plans.

Financial Analysis: Analyze the P&L and revenue report.

Executive Reporting: Prepare performance reports.

Guest Feedback: Respond to reviews on OTA channels and the hotel website.

Additional Responsibilities:
My role has progressively expanded to include the management and strategic oversight of multiple additional projects, demonstrating my capacity for leadership, adaptability, and cross-functional coordination as below
• Sustainable Project Management: Spearheading ecofriendly practices and sustainability initiatives.
• Safety Committee Management: Actively involved in maintaining
and improving workplace safety standards.
• Secretary of the Staff Welfare Committee: Supporting employee
well-being and engagement initiatives.
• Energy-Saving Project Consultation: Providing strategic advice to
enhance energy efficiency across properties.
• Authorization for Material Control System and Standard Hotel

Pre-Opening Phase:

Pre-opening: Hotel lobby, Beachfront Suite, Luxury Pool Villa.

Pre-opening: Cool spa and Wellness Clinic.

Pre-opening: New restaurant, Habita Building Pool Suite, and Penthouse.

Pre-opening : Fitness and Function room

• Collaborate with project and design teams to ensure operational requirements are met in Front Office, Housekeeping, and Guest Services areas.
• Develop departmental Standard Operating Procedures (SOPs), job descriptions, service flows, and checklists in line with brand and service standards

• Recruit, onboard, and train the rooms division team members.
• Set up PMS (Property Management System), telephony, key card system, and all guest-facing technol
• Coordinate procurement of departmental equipment, amenities, uniforms, and supplies.
• Liaise with Sales and Marketing for room inventory setup and operational support during the launch.

• Create pre-opening training plans, soft-opening programs, and simulation scenarios to ensure readiness.

• Ensure all safety, fire, and hygiene standards are implemented in guest areas.

Post-Opening Phase:
• Manage and lead the Front Office, Housekeeping, Concierge, and Laundry teams.

• SHA Plus & COVID-19 Management: Ensuring compliance with SHA Plus standards and implementing effective COVID-19 safety protocols.
• Ensure smooth daily operations and exceptional guest Experiences across all touchpoints.
• Monitor departmental budgets, control costs, and drive efficiency.
• Analyze guest feedback and implement corrective actions for continuous improvement.
• Lead performance reviews, coaching, and ongoing team development.
• Report to the General Manager on departmental KPIs, guest satisfaction, and operational matters.
• Uphold health and safety regulations, data privacy, and brand standards at all times. Manage and lead the Front Office, Housekeeping, Concierge, and Laundry teams.
• Ensure smooth daily operations and exceptional guest experiences across all touchpoints.
• Monitor departmental budgets, control costs, and drive efficiency.
• Analyze guest feedback and implement corrective actions for continuous improvement.
• Lead performance reviews, coaching, and ongoing team development.
• Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.

• Participates in the selection of front office personnel.
• Trains, cross-trains, and retrains all front office personnel, determine the training program, and prepare an annual training plan.
• Schedules the front office staff.
• Supervise workloads during shifts.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicate with all departments.
• Maintains good relationship with guest and staff.
• Verifies that accurate room status information is maintained and properly communicated.
• Handling guest complaints professionally.
• Ensures high standards of service at all time.
• Maximizes occupancy and average room rate at all time.
• Coordinates with Maintenance, Housekeeping to updating the room status and ensure that there is a maximum number of room available for sales at a given time.
• Observes and analyzes competitive hotels.
• Closely coordinates room availability with Business Development Department.
• Reviews arrival lists and pre-set the VIP guests with Hotel Manager and General Manager.
• Work with reservation to assist the control of opened and closed dates, availability and condition of rooms and guest arrival patterns.
• Analyzes revenue and expenses results monthly.
• Assists in recruiting and selecting associate.
• Ensure daily Log-book is maintained.
• Reports to the Manager on duty regarding to unusual events (revenue, Occupancy and guest complaints).
• Holds monthly staff meetings with minutes taken and submitted to concerned persons.
• Develops employee recognition programs for his/her operating areas.
• Complies with the hotel policies and standards.
• Acknowledge and screens daily work schedule.
• Attend daily head department meeting.
• Attend Monthly P&L department meeting.
• Conducts the daily briefing for the department.
• Administer personnel action on levels & overtime requests, disciplinary actions and commendation.
• Identifies and solves problems in a professional manner.
• Knows and understands the job description of all positions in his/her department and beware of others.
• Know and understands policies relating to his/her department and others.
• Checks and improves all service standards established by the company.
• Supervises staff activities to maximize revenue and minimize costs.
• Provides assistance to the staff when required during peak periods.
• Maintains grooming stands for all staff.
• To be a good sales person to promote hotel’s image and businesses.
• Participates in community projects or activities in order to promote the hotel’s image and cooperation to improve community relationship.
• Coaches and counsels, all staff when applicable.
• Evaluate objectively the performance of staff in his/her responsibilities.
• Provides training to all staff in his/her department regularly.
• Motivates staff to grow within the company.
• Reports to Hotel Manager and General Manager, works closely with other department heads to ensure a maximum guest satisfaction is delivered.
• Coordinates with other manager to ensure smooth operations and all activities of the hotel.
• Wears the proper uniform at all time. Requires all front office employees to be proper uniforms at all time.
• Upholds the hotel’s commitment to hospitality.

• Training set for all staff to achieve hotel performance
• Handling Guest complaint, recovery and turn to delight
• Handling fast check in and check out guest.
• Resolving any problem to be delight for all guests.
• Giving all information for guest and recovery guest needs.
• Up selling room for next room type.
• Meeting and Briefing to HOD at Morning brief if any VIP arrival, Highlight.
• Welcoming and servicing all guests contact for one stop service.
• Recovery and feedback if any guest comment during stay

• Training set for all staff to achieve hotel performance
• Handling Guest complaint, recovery and turn to delight
• Handling fast check in and check out guest.
• Resolving any problem to be delight for all guests.
• Giving all information for guest and recovery guest needs.
• Up selling room for next room type.
• Meeting and Briefing to HOD at Morning brief if any VIP arrival, Highlight.
• Welcoming and servicing all guests contact for one stop service.
• Recovery and feedback if any guest comment during stay

• Handling Guest complaint, recovery and turn to delight
• Handling fast check in and check out guest.
• Resolving any problem to be delight for all guests.
• Giving all information for guest and recovery guest needs.
• Up selling room for next room type.
• Briefing to Manager at Morning brief if any VIP arrival, highlight
• Welcoming and servicing all guests contact for one stop service.

• Make Employee Loyalty by
• Used employee training and Development and maximizes the potential of employee through training programs.
• Assists employees to understand their career growth and potential.
• Maintains a high-performance environment within the department.
• Work Environment
• Creates a positive and relaxed working environment.

• Welcoming and servicing all guests contact for one stop service.
• Handling royalty customer complaint.
• Resolving any problem to be delight for all guests.
• Giving all information for guest and recovery guest needs.
• Briefing to Manager at Morning brief if any VIP arrival

• Briefing to staff on shift daily and finding information and details of all Guest arrival.
• Briefing and co-ordinate with another department concerned about guest Arrival if any need.
• Discussing with manager how to well prepare for guest & all VIP check in.
• Up selling room for next room type.

• Briefing with manager daily about over all event everyday and come Back to briefing with tour coordinator and distributed job daily.
• Forces group arrival by weekly and briefing with all staff in department
• Making Schedule work shift of Tour Coordinator
• Summary total room night of group weekly
• Welcome guest, coordinated, resolve problem when group check in and Check out.
• Making decision, solve problem upon group in house or on functions
• Meeting and making deal with Client, Hotel, Events Company.
• Summaries group invoice present to client with method of payment.
• Summaries group expenses and final invoice send to Accounting Dept.

• Check correspondence for daily group confirmed and pending.
• Coordinated and confirmed with client by e-mail for each information.
• Coordinated with Event Company and hotel, restaurant when group confirmed.
• Arranged and confirmed every concerned when group confirmed (3 weeks before group coming) such as transportation, tour guide, all Meals, hotel, events.
• Do contract and Invoice send to client for group deposit and payment policy.