Ratchanee Sangsadab
Koh Samui
Summary
Hospitality leader with 12+ years of experience in luxury and wellness resorts, including Marriott Luxury Collection, InterContinental, and TUI. Proven expertise in front office operations, guest experience management, and service recovery, with a strong record of team leadership and cross-department coordination. Revenue-aware and data-driven, skilled in GSI/GuestVoice improvement, upselling, OTA and channel reporting, and delivering consistently high guest satisfaction.
Overview
16
16
years of professional experience
Work History
Assistant Front Office Manager
Vikasa
Koh Samui
06.2025 - Current
- Supported front office leadership at a wellness-focused yoga retreat, coordinating daily guest operations and personalized guest experiences
- Liaised with internal departments to deliver tailored guest requests and integrate wellness programs into front office operations
- Handled guest inquiries and service recovery in alignment with wellness hospitality standards
Assistant Front Office Manager (Acting FOM)
TUI BLUE THE PASSAGE
Koh Samui
02.2024 - 05.2025
- Recruited as Assistant Front Office Manager and appointed Acting Front Office Manager based on performance and operational needs
- Led full front office operations, including team scheduling, guest flow, and service standards during Acting FOM assignment
- Analyzed Guest Satisfaction Index (GSI) data and implemented corrective actions to improve service quality
- Managed OTA allotments, stop-sell control, and channel updates; submitted weekly performance reports to TUI headquarters (Germany)
- Monitored revenues, billing accuracy, and upselling performance for rooms and spa services
Resort Assistant Manager
InterContinental Resort
Koh Samui
10.2021 - 10.2022
- Served as Department Head, overseeing front office operations and cross-department coordination
- Developed manning and organizational plans to optimize staffing efficiency
- Supported sales and marketing initiatives to increase revenue and brand visibility
- Controlled budgets and analyzed monthly P&L to support strategic decision-making
Business Owner
Home Company
Sisaket
09.2019 - 09.2021
- Founded and managed a family-owned business, overseeing daily operations, reservations, and customer relations
- Planned and executed digital marketing campaigns using Facebook Ads and Google/YouTube Ads
- Managed budgeting, online presence, and end-to-end customer engagement
Guest Experience Manager / Duty Manager
Vana Belle, a Luxury Collection Resort (Marriott)
Koh Samui
10.2012 - 08.2019
- Progressed through multiple operational and leadership roles within a Marriott Luxury Collection pre-opening and resort environment
- Led VIP handling, guest experience strategy, and high-level service recovery for international and loyalty guests
- Coordinated with Marriott AMBs and internal departments to deliver personalized elite member experiences
- Monitored GuestVoice scores and implemented corrective action plans to improve guest satisfaction
- Acted as Duty/Night Manager, overseeing daily operations, incident handling, and team performance
Operator & Receptionist
Centara Grand Beach Resort Samui
Koh Samui
04.2010 - 10.2012
- Handled front desk and telephone operations, supporting check-in/check-out and guest communication
- Coordinated with front office and housekeeping to ensure accurate room status and smooth arrivals
- Delivered courteous, brand-aligned service while adhering to operational and safety standards
Education
Bachelor's Degree - Tourism and Hotel Management
Mahasarakham University
Maha Sarakham, Thailand01.2007
Skills
- Front Office Operations
- Guest Experience & Service Recovery
- Team Scheduling & Training
- Revenue Upselling & Reporting
- OTA & Channel Management
- Allotments & Stop-Sell Control
- GSI / GuestVoice Improvement
- Budget & P&L Awareness
- Cross-department Coordination
Languages
- Japanese
- Italian
- Chinese (Mandarin)
- English, Bilingual or Proficient (C2)
- Japanese, Intermediate (B1)
- Italian, Intermediate (B1)
- Chinese (Mandarin), Intermediate (B1)
Timeline
Assistant Front Office Manager
Vikasa
06.2025 - Current
Assistant Front Office Manager (Acting FOM)
TUI BLUE THE PASSAGE
02.2024 - 05.2025
Resort Assistant Manager
InterContinental Resort
10.2021 - 10.2022
Business Owner
Home Company
09.2019 - 09.2021
Guest Experience Manager / Duty Manager
Vana Belle, a Luxury Collection Resort (Marriott)
10.2012 - 08.2019
Operator & Receptionist
Centara Grand Beach Resort Samui
04.2010 - 10.2012
Bachelor's Degree - Tourism and Hotel Management
Mahasarakham University