A Study of Guest-Centered Service Operations through Internship Training at Hyatt Regency Bangkok Sukhumvit

Abstract

I completed my internship at Hyatt Regency Bangkok Sukhumvit, where I was primarily assigned to the Front Office and Guest Experience teams. The purpose of this internship was to gain practical exposure to front office operations and understand the standards of guest service in a luxury hotel environment. This experience allowed me to observe and participate in day-to-day hotel operations while applying the theoretical knowledge gained during my academic studies. During the internship, I worked mainly as a Front Desk Host and a member of the Guest Experience team. My responsibilities included assisting with guest check-in and check-out procedures, handling guest inquiries, managing reservations, coordinating with housekeeping and other departments, and ensuring smooth communication to meet guest expectations. Through these tasks, I developed a better understanding of hotel operational flow, service recovery techniques, and the importance of accuracy, efficiency, and professionalism in guest interactions. Overall, this internship provided me with a clear vision of the role of front office and guest experience teams in creating positive guest impressions and ensuring customer satisfaction. It enhanced my communication skills, confidence, and ability to work effectively in a team- oriented environment. The experience successfully bridged the gap between academic learning and practical application, strengthening my interest in pursuing a career in the hospitality industry.

Keywords: Customer Satisfaction, Academic Learning, Guest Experience

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)