Watanya Manjagaphet

• Responded to all guest reviews and analyzing results to produce reports for the hotel team. • Oversaw the Learning & Development of hotel teams focused on Guest Experience. Managed all guest reviews and social media feedback, including platforms like TripAdvisor, Facebook, Instagram, and Google Business. • Made recommendations to improve the Guest Experience and shared insights with the management team, ensuring adherence to Banyan Tree Standards and conducting regular spot checks. • Responded to all guest feedback and comments, followed up as needed, and ensured each priority was resolved efficiently and effectively. • Reviewed Pro Report / Responded to guest reviews. • Enhanced the hotel’s customer service and Guest Experience by incorporating examples of best practices. • Attended weekly and monthly meetings with the Banyan Tree group.

• Developed and maintained client relationships to drive business growth within the hospitality sector. Sourced and recruited top talent for various hospitality roles, ensuring a strong alignment with client needs and company culture. • Conducted interviews, candidate assessments, and background checks to ensure quality hires. Collaborated with hiring managers to understand job requirements and provide strategic hiring solutions. • Managed recruitment pipelines and tracked hiring metrics to analyze and improve recruitment efficiency. • Networked within the hospitality industry to identify new business opportunities and strengthen industry connections. • Advised clients on market trends, salary expectations, and recruitment best practices.

• Prepared amenities for VIP guests before arrival Example Royal Family, CEOs, Returning Guests, Long Staying guests, GHA Member guests and ETC. • Dealt with guest’s enquiries by phone, email or in person when they need for arranging room decorations on Anniversary, Honeymoon, Birthday and any special occasions in their room or villas. • Welcomed and fulfilled the check-in process of VIP Guests, including serving as an escort to the Executive Lounge by following LQA (Leading Quality Assurance) • Coordinated and liaised with various departments to ensure the hotel provides highest level guest experiences • Made sure of satisfying and correct complaint resolution and service

• Provided a warm first impression to guests, demonstrating a passion for delivering exceptional service. • Checked guests in and out, assisting them in person and over the phone daily. Handled cash and credit card transactions accurately and confidently. Resolved guest issues and “made it right” according to Hilton policies. • Shared knowledge about places to travel and eat in the Bay Area, especially in San Francisco. • Assisted guests with directions to rooms. • Provided guests with information about the facility, services, and amenities. • Received special requests from guests, responding appropriately or forwarding requests to relevant team members for decisions and actions. • Answered telephone and email inquiries promptly, and retrieved mail, packages, facsimiles, or other special items for guests upon request. • Fielded and resolved guest complaints or escalated them to the appropriate department for resolution. • Assisted guests in emergency situations. • Maintained adequate supplies and functional equipment at the Front Desk. • Completed any special assignments given by the General Manager, Guest Services Manager, or Manager on Duty.

• Rotated through departments, gaining hands-on experience in luxury hospitality operations. • Assisted with guest services, including reservations, check-ins, and special requests. • Supported the dining and events team to maintain high standards and memorable experiences. • Coordinated with staff across seven pools, villas, and rooms to ensure brand standards. • Participated in management meetings and training sessions to develop leadership skills.

• Sold group tour packages to individuals and families, tailoring recommendations to client needs. • Conducted outbound sales, using product knowledge to promote holiday packages on Social Medias. • Maintained client records, followed up on leads, and provided excellent customer service. • Arranged tickets, itineraries, and logistics for tours, coordinating with European suppliers. • Managed visa documentation and scheduling for clients and also went to support them.

• Started as a Housekeeping Coordinator at Hilton Sukhumvit, gaining foundational experience in hospitality. • Coordinated daily housekeeping operations, ensuring guest rooms and public areas met Hilton’s high standards. • Assisted with scheduling, inventory management, and communication between housekeeping and other departments. • Responded to guest requests and helped resolve housekeeping-related issues efficiently.