“The loveliest line I always look forward to hear from guests is, ‘Wow, you remember us!’”by Percy Roxas
Her day-to-day tasks begin in the morning when she checks for arrivals and departures. “The VIP, for example: returning, long staying, Club, and suite guests — are noticed and treated individually with amenities set up in room,” says 26-year-old Kannika Tadaeng, guest relation officer (GRO) at Centara Grand Beach Resort & Villas Hua Hin. Then, throughout the day, she supports the Guest Service Agent by welcoming and greeting the guests, after which she generates reports for the following day such as guest birthdays, honeymooners, and VIPs.
But unlike the typical concierge that is the equivalent of her job in other hotels, Nakhon Pathom-born Kannika is also responsible for guest inquiries sent via email to ensure that those requirements will be passed through relevant departments and taken care of. She also makes sure she spares two hours per day to merge guest history, “So we can carefully acknowledge our repeating guest’s preferences,” the Kasetsart University graduate explains.
What she loves most about being GRO is attending to guest essentials. “Since I am the person who merges the guest history, I am aware of their arrivals, especially the VIPs. I can then allocate the room to their preference and set up the amenities to their wish,” she says. And the loveliest line she always looks forward to receive from guests is, “Wow, you remember us!”
Kannikka has been with Centara Hua Hin for a while now, starting as a club service staff, and believes she will stay with the resort for a long time. “I feel at home in this environment, and I am happy to be of help. In fact, if I did not become a GRO, I would probably still be working in a guest contact position.
Kannika shares some of her usual tips to Centara guests:
Where to go for the best Thai restaurant — Suan Bua Restaurant at Centara Beach Resort and Villa Hua Hin as they serve authentic Thai flavors, good atmosphere, and within walking distance.
Where to bring friends for a chill-out or party fun — Sun Downers at Palm Restaurant is the best place to chill out by the beach, with very nice cocktails and live jazz music. Later 33 Bar and Click, or Beer House, along Damnernkasem St. are lively and open until late night.
Where to go for bargain/high-end shopping — Premium Outlet
What’s the easiest way to get back and forth to the hotel — Tuk Tuk
How to avoid pimps, hecklers and scammers — Refuse nicely to people that approach you on the street, do not follow or go with them.
Best way to enjoy their holiday — You have to study before arrival on what to see and where to visit. Be safe and enjoy the moment as well as respect the locals and their cultures.