Experiential Report on Guest Service Agent and Guest Relations Officer Roles at Le Méridien Phuket Beach Resort under Marriott International

Abstract

The report entitled ‘Experiential Report on Guest Service Agent and Guest Relations Officer Roles at Le Méridien Phuket Beach Resort under Marriott International’,examines how Marriott International, through its Le Méridien brand, implements and develops brand strategies by engaging in a range of tasks and initiatives that reinforce its market positioning and brand identity. This cooperative education report has the working experience of different tasks carried out as an executive intern. The report summarizes my four-month internship at Le Méridien Phuket Beach Resort, as a guest service agent and guest relation officer under the Front Office Department. The objectives of this internship include: (1) to apply the theoretical knowledge gained during academic studies, (2) to develop a deeper understanding of the hospitality industry through hands- on experience, and (3) to observe and contribute to the standards and activities related to hotel branding and guest satisfaction. As a Guest Service Agent trainee, my responsibilities included assisting with check-in and check-out procedures, managing guest inquiries, and coordinating with other departments to ensure seamless service delivery. In addition, as a Guest Relation Officer trainee, I was responsible for taking care of VIP guests, particularly Marriott Bonvoy members, as well as Property VIPs, and guests celebrating special occasions such as honeymoons, anniversaries, birthdays, return visits, and extended stays. All duties and responsibilities assigned during the cooperative education program are discussed in detail in this study. Challenges encountered during the internship were addressed with the support and suggestions of team members within the company. Working for an international brand like Marriott, particularly as a Guest Service Agent, has enhanced my sense of responsibility, service mindedness, and time management skills. These experiences contribute significantly to my professional growth and development within the hospitality industry, while reinforcing the importance of guest loyalty programs such as Marriott Bonvoy in delivering exceptional guest experiences

Keywords: Guest Service Agent, Marriott Bonvoy, Hospitality Industry, Guest Relation Officer, Loyalty

Mr. Ashutosh Mishra, บธ.บ. (การบริหารการโรงแรมและการท่องเที่ยว) – B.B.A. (Hotel and Tourism Management), วิทยาลัยนานาชาติ (International College), บริหารธุรกิจบัณฑิต สาขาวิชาการบริหารการโรงแรมและการท่องเที่ยว (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Hotel and Tourism Management (International Program), 3/2567 (2024)