SARUNYA MUADCHANA
Passenger Services Manager
Mueang Phuket
Summary
Dynamic and results-driven aviation professional with over 12 years of experience in ground operations, leadership, and staff development. Strong track record in managing large-scale teams, driving operational excellence, and delivering certified training programs across multiple airline systems. Passionate about creating sustainable learning cultures that align with organizational goals and operational realities. Ready to contribute expertise in training strategy, team development, and performance enhancement at the organizational level.
Overview
14
14
years of professional experience
12
12
Certifications
Work History
Passenger Services Manager
AOT Ground Aviation Services Co., Ltd.
Phuket Station
06.2024 - Current
- Provide strategic leadership to a team of 600+ passenger service personnel across key operational areas including check-in, boarding, arrivals, Lost & Found, and customer service.
- Direct overall manpower planning, shift optimization, and resource allocation to ensure efficient coverage aligned with flight schedules and operational demands.
- Ensure operational excellence and audit readiness by implementing process controls, quality checkpoints, and proactive compliance with airline SLAs and regulatory standards.
- Serve as key liaison between airline partners, regulatory authorities, and internal departments to align service delivery with customer expectations and audit requirements.
Instructor
AOT Ground Aviation Services Co., Ltd.
06.2023 - 06.2024
- Designed and delivered training sessions across core service areas: documentation, grooming, wheelchair, and emergency handling.
- Supported cross-departmental learning initiatives and acted as a focal trainer for internal and airline courses.
Acting Passenger Services Assistant Manager / Supervisor
AOT Ground Aviation Services Co., Ltd.
05.2021 - 06.2023
- Supervised daily operations and mentored junior staff; led pre-flight briefings and daily quality checks.
- Coordinated with multiple airline partners on service performance, training feedback, and passenger feedback resolution.
Freelance English Instructor
Chandrakasem Rajabhat University
01.2020 - 01.2021
- Delivered online aviation English courses for Chandrakasem Rajabhat University.
- Designed curriculum to suit pre-graduation internship students with focus on customer service and airport communication.
Deputy Station Manager
BAGS Ground Services Co., Ltd.
01.2012 - 01.2020
- Managed full spectrum of station-level ground handling operations, including staff supervision, resource allocation, and overall service quality.
- Developed and executed the station training plan; led ISAGO preparation resulting in successful certification.
- Implemented cross-training strategies to optimize manpower, enhance flexibility, and ensure audit compliance.
- Oversaw recruitment, onboarding, and administrative management of station personnel in alignment with corporate standards.
Education
Bachelor of Arts - English
Suan Dusit University
Bangkok, Thailand 04.2001 -
Skills
Learning & Development Strategy
People Management & Coaching
Operational Excellence
Training Design & Delivery
Aviation Ground Services
Stakeholder Engagement
SLA & Audit Compliance
Cross-functional Communication
Certification
2024 – Certified: DGR (Dangerous Goods by Air – Instructor Level)
Timeline
Passenger Services Manager
AOT Ground Aviation Services Co., Ltd.
06.2024 - Current
Instructor
AOT Ground Aviation Services Co., Ltd.
06.2023 - 06.2024
Acting Passenger Services Assistant Manager / Supervisor
AOT Ground Aviation Services Co., Ltd.
05.2021 - 06.2023
Freelance English Instructor
Chandrakasem Rajabhat University
01.2020 - 01.2021
Deputy Station Manager
BAGS Ground Services Co., Ltd.
01.2012 - 01.2020
Bachelor of Arts - English
Suan Dusit University
04.2001 -