There he spent the next five years, including time at the front desk and the laundry, becoming business centre manager, customer service manager and finally sales manager. Next he spent 3½ years as front office manager of the 563-room Mutiara Hotel Kuala Lumpur (formerly the Hilton Kuala Lumpur) before moving to the Sunway Lagoon Resort Hotel, Kuala Lumpur, as director of operations.

Did you always want to work in hotels?

A job in the hospitality industry has been my dream since I was young. I like it because it gives me the chance to interact with people from all walks of life. It makes me very happy every time guests tell me how much they have enjoyed their stay with us. It makes my day.

This industry requires a lot of innovative thinking, in terms of how to serve customers better, what new technology to introduce and how to manage our associates; in terms of sales, marketing and yield management and in terms of staying ahead of competition.

I find myself always looking ahead in search of ways to improve both the resort and myself. Actually, this is one of my favorite aspects of the industry.

What would you say is your motto for running a hotel?

Staff Party at the Cabana

“A happy staff equals happy guests” – it’s as simple as that. I maintain a very informal relationship with staff of all levels in our resort and we have cultivated a culture where we respect one another irrespective of position or seniority.

We also maintain a culture in which we work hard and yet have fun while working. We also recognise that all our staff work extremely hard, so we are constantly looking for ways to reward them better, such as a better health insurance plan, a better working environment, better meals, upgraded staff accommodation – building an air-conditioned TV room, a games area, and so on.

On October 6 we had our annual staff party – the best one yet. Each member of staff got an Adidas bag as a door gift and we had 22 great lucky draw prizes, ranging from a laptop to gold, digital cameras, Ipods and so on, up to a motorbike as the grand prize.
Also, “Get the basics right first” – I am a true believer in this. There is no point in us trying to offer anything more if we do not have a sound, concrete foundation.

As a result, for the year 2007, we set very clear, simple and achievable goals for the resort. The results of this are already showing; we have been achieving an average guest satisfaction level of 89% in the past few months. With a few more months to go before we start a new year, I feel that the team will be ready to take on more challenging targets for 2008.

How long have you been running the hotel?

I have only been working at the Impiana Phuket Cabana for 10 months and I must say that I am enjoying every single minute of it. The team members are supportive and dedicated, the resort is an excellent product and the owners are very supportive of all our initiatives. What else can I ask for?

What do you think about Patong in general?

It’s a gold mine for the hotel industry.

What is your overall plan for 2008?

Sean SL Choo in the Cabana's lobby

As I mentioned, 2007 has been all about getting the basics right. For 2008, initiatives taken will be centered on both staff and guests.

One of our initiatives to improve customer service is to set up a Customer Service Center. All confirmed reservations by FITs [free independent travellers] will be passed on to the Customer Service Centre.

The Center will contact these guests to introduce themselves and to confirm all the guests’ requirements during their stay with us, such as airport transfer requirements, restaurant bookings and any “surprise” arrangements.

As a result, customer service is provided to the guests even before they arrive at the resort, so we are able to manage their expectations better. This is just one of the few initiatives that we have identified for 2008.

Any other thoughts you would like to share with our readers?

"...deluxe beach-front boutique resort..."

If you are looking for a deluxe beach-front boutique resort in Patong, look no further than the Impiana Phuket Cabana Resort & Spa. It is the only boutique resort located directly on the beach. Stay with us and let us pamper you with true Thai hospitality.

Our resort offers you the best of both worlds – the tranquility of a secluded resort and, only steps away, a haven of shopping, dining and entertainment.

And remember, no one sleeps closer to Patong Beach than Impiana guests.

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