UTHAI MAHAWAN
Guest Relations & Concierge Tasks
Thalang
Summary
Professional in hospitality with strong background in guest relations and concierge tasks. Proven ability to enhance guest satisfaction through effective communication, problem-solving, and team collaboration. Skilled in managing high-pressure situations, adapting to changing needs, and ensuring seamless operations. Known for reliability, positive attitude, self-motivated, and communication approach. I appreciate challenges and hardly ever give up.
Overview
11
11
years of professional experience
16
16
years of post-secondary education
Work History
Guest Relations Manager
Amanpuri Phuket
06.2024 - Current
- Create unforgettable, personalized experiences and activities for every guest, ensuring their stay at AMAN is seamless and memorable
- Curate and manage guest profiles, VIP status, and special occasions with attentive touches that exceed expectations
- Inspire and lead the Guest Relations team to consistently deliver exceptional service
- Conduct Front Office operation during shifts (manager on duty responsible for Guest Relations part, Guest Service Agent, Guest Service Center and Bellman activities)
- Apply strong problem-solving skills with a professional and calm demeanor to resolve guest concerns, Glitches and feedback
- Initiate new products for Turn-down and departure gifts, to elevate guest’s experience and enhance overall satisfaction
- Coordinate and operate with all departments concerning Ultra-exclusive events in the resort. Such as Royal family visit, Louis Vuitton showcase, New Year’s Party and After Party
- Handle guest concerns with care and efficiency, turning challenges into opportunities to improve their experience and ensure satisfaction during their stays
- Maintained detailed records of Guest preferences, Glitches and Guest profiles in PMS, enabling tailored service offerings upon future visits.
- Oversee seamless arrivals, departures, and in-house services, ensuring smooth operations, attention to detail and precise information
- Build strong communication across departments to anticipate and fulfill guest preferences with consistency
- Manage all aspects of Cashiering, including processing transaction, conducting audits for accuracy, and ensuring faultless bill settlement upon guest check-out
- Maintain genuine connections and create lasting relationships by always prioritizing the guest’s needs, and to ensure they will become returning guests
- Be Operational responsibilities for Manager On Duty (MOD) and support Sale Managers to conduct Site-Inspections for leading Travel Agents, Weddings and Private functions
- Attend and conduct daily Morning Briefing with GM, RM and all Head of Departments
Boat Concierge
Amanpuri Phuket
11.2023 - 05.2024
- Offered customized services and recommendations to guests, ensuring their time on cruise was exactly as they expected
- Worked closely with yacht companies to organize private yacht charters, making sure all guest requests and needs were met, and become a memorable experience
- Provided excellent service by being on board with guests, AMAN35 (the AMAN powerboat) and helping guests with any needs or questions during their excursions, making sure they feel comfortable and well taken care of
- Worked with the yacht crew and management to ensure everything ran smoothly, from setting up the yacht to resolving any issues that came up during the trip
- Handled the guest insurance process, ensuring all necessary paperwork were completed before the trip
- Being knowledgeable about fundamental AMAN35 maintenance and operations, working with the technical team to ensure this boat was always in top condition
- Coordinated with the Food and Beverage team to create the perfect dining experience, catering to guest preferences and dietary needs
Owner & Founder
The PARK Society Hostel Chiang Mai
03.2020 - 10.2023
- Successfully managed and operated a hostel catering to international backpackers, ensuring a welcoming and comfortable environment for guests from around the world
- Oversaw seamless check-in and check-out processes, ensuring smooth guest arrivals and departures
- Acted as a local concierge, offering personalized recommendations and organizing unique experiences to enhance guests' stays in Chiang Mai
- Addressed and resolved guest needs and issues promptly, ensuring satisfaction and a hassle-free experience throughout their stay
- Created engaging and enjoyable experiences by hosting evening events at the hostel’s bar, including local nightlife tours of Chiang Mai’s Old Town
- Coordinated domestic and international transfers for guests, ensuring safe and convenient travel options
- Focused on providing a memorable and enjoyable stay, consistently receiving positive feedback and contributing to repeat visits and strong word-of-mouth referrals
Concierge Officer
Four Seasons Resort Chiang Mai
02.2019 - 03.2020
- Managed and coordinated daily limousine service requests, ensuring seamless and efficient transportation for guests
- Created and tailored personalized guest activities based on individual interests and inquiries, enhancing the overall guest experience
- Leveraged extensive concierge and guest management skills to address and fulfill diverse guest needs, ensuring high satisfaction levels
- Successfully handled special guest requests related to Chiang Mai attractions and activities, offering bespoke itineraries and experiences
- Assisted guests with buggy transportation to various outlets within the property, ensuring seamless access to facilities
- Delegated guest inquiries and requests to relevant departments through efficient email communication, ensuring prompt and accurate responses
- Provided assistance with international parcel shipping, offering support and guidance to guests with shipping needs
Guest Experience Maker
Six Senses Yao Noi
09.2017 - 01.2019
- Managed the check-in and check-out process, ensuring a smooth and efficient experience for all guests
- Provided comprehensive orientation of resort facilities, as well as information on excursions and ongoing resort projects, enhancing guest knowledge and engagement
- Created and personalized guest activities based on individual inquiries and interests, ensuring memorable experiences
- Coordinated with guests and travel agents to handle inquiries regarding transportation, yacht cruising, and helicopter transfers, both pre-arrival and during their stay, ensuring top-tier service and satisfaction
- Arranged professional unpacking and packing services for VIP guests, ensuring a luxury experience
- Collaborated with various departments to fulfill guest requests, ensuring seamless service and satisfaction
- Managed the room up-selling program, maximizing revenue while enhancing the guest experience
Personal Butler
Dhara Dhevi Hotel, Chiang Mai, Thailand
12.2015 - 06.2017
- Responsible for VIP setup and maintaining Luxury standards
- Created and adjusted guest activities for personalized inquires and interest
- Overlooked personal outing with personal butler skill focusing on guest expectations
- Serviced top VIP’s, celebrities, Royalty making sure a memorable stay is tailored
- Selected which unique VIP is served by different types of butler’s service to personalize their needs
- Assisted Front Office Department with Group check-ins and check-outs which includes assisting head of group
- Overlooked and supported Guest relations department
- In charge of rooms up selling program
- In charge of all room drops items for groups and hotel functions
- Arranged professional unpacking and packing service for all hotel guests
- Reported directly to either or Butler Manager or Director of Guest Relation of daily activities and well being of all hotel guests
- Coordinated with other department to handle to guests’ inquiries
Concierge Officer
The Dhara Dhevi Hotel, Chiang Mai, Thailand
07.2014 - 12.2015
- Creating and adjusting guest activities for personalized inquires and interest
- Extensive Concierge and guest management experience to satisfy guest’s needs
- Received and fulfill special guest arrangement requests in term of Chiang Mai attractions and other activities
- Make reservation for any restaurants and tour-company
- Greet guests upon arrival and make sure everything is arranged before guests’ departure on a daily basis
- Manage and arrange Limousine drivers for daily requests of Limousines’ service
- Assist guests of driver buggy to any outlets guests requires
- Delegating e-mail to departments which concern to guests’ enquiry
- Assisting guests in shipping their parcels overseas
- Coordinating with other department to handle to guests’ require
Guest Service Agent
Sofitel So Bangkok, Thailand
11.2013 - 03.2014
- Checked in guest to as the reservation guests have made
- Escorted guest to the assigned room and make sure the room satisfies their needs
- In charge of rooms up selling program
- Provided guest information about activities, tourists’ attractions and Things to do in Bangkok and places nearby
- Handled guest questions, complaints or any enquiries, then ensure the solutions meet guests’ satisfaction
- In charge of data recording guests profile and preference into the Opera system
- Prepared, double-checked with HK and presented every guests’ folios, expenses up check-out
Education
Bachelor’s Degree - Human Resource
Thammasat University
Bangkok 01.2009 - 01.2013
High School Diploma -
The Prince Royal’s College
Chiang Mai 01.1995 - 01.2007
Skills
- Microsoft Office programs
- Opera System
- Trust You Program
- FCS program
- Exceptional communication
- Personalized Customer Service Expert
- Sales and Upselling
- Local attractions
Personal Information
- Date of Birth: 05/26/89
- Nationality: Thai
- Religion: Buddhist
Reference:
Bunsak Sea
Front Office Manager, Amanpuri, Phuket, Thailand
Tel: 098 014 8595
Paul Ponpisit
Assistant Villa Estate Manager, Trisara, Phuket, Thailand
Tel: 080 023 0890
Amonyot Devahasdin Na Ayutthaya
Recreation Manager, Four Seasons Resort Chiang Mai, Chiang Mai, Thailand
Tel: 080 974 1516
Timeline
Guest Relations Manager
Amanpuri Phuket
06.2024 - Current
Boat Concierge
Amanpuri Phuket
11.2023 - 05.2024
Owner & Founder
The PARK Society Hostel Chiang Mai
03.2020 - 10.2023
Concierge Officer
Four Seasons Resort Chiang Mai
02.2019 - 03.2020
Guest Experience Maker
Six Senses Yao Noi
09.2017 - 01.2019
Personal Butler
Dhara Dhevi Hotel, Chiang Mai, Thailand
12.2015 - 06.2017
Concierge Officer
The Dhara Dhevi Hotel, Chiang Mai, Thailand
07.2014 - 12.2015
Guest Service Agent
Sofitel So Bangkok, Thailand
11.2013 - 03.2014
Bachelor’s Degree - Human Resource
Thammasat University
01.2009 - 01.2013
High School Diploma -
The Prince Royal’s College
01.1995 - 01.2007
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