| Title: | A Practical Study of Reservation and Front Office Operations at Phuket Marriott Resort and Spa, Merlin Beach |
| Author: | Ms. Kay Khine Su Thwe |
| Advisor: | Mr. Ashutosh Mishra |
| Degree: | Bachelor of Business Administration Program in Hotel and Tourism Management (International Program) |
| Major: | B.B.A. (Hotel and Tourism Management) |
| Faculty: | International College |
| Semester/Academic year: | 1/2568 (2025) |
Abstract
This internship report summarizes a five-month internship at Phuket Marriott Resort and Spa, Merlin Beach, completed as part of an academic requirement. The internship was divided into two roles: Reservation Officer in the Sales and Marketing Department for two months and Guest Service Agent in the Front Office Department for three months. The main objective was to gain practical experience in hotel operations and understand the coordination between different departments in a luxury resort setting. As a Reservation Officer, key responsibilities included handling room reservations through email, phone calls, and online systems, responding to guest inquiries, processing individual and group bookings, updating reservation records, coordinating with the sales team, and managing special requests while ensuring accuracy in rates and availability. This role provided exposure to sales support, revenue awareness, and effective communication skills. As a Guest Service Agent, responsibilities focused on front-line guest interaction, including check-in and check-out procedures, handling guest requests and complaints, providing resort and local information, and coordinating with housekeeping and other departments to ensure smooth operations. This position enhanced customer service, problem-solving, and interpersonal skills while emphasizing service quality and professionalism. Overall, the internship offered valuable hands-on experience, improved operational knowledge, and contributed to professional development in the hospitality industry.
Keywords: Hospitality Internship, Front Office Operations, Reservation Management
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), 1/2568 (2025)