Customer Services Excellence in the Hospitality as Guest Relations officer in Vie Hotel MGallery collection Bangkok

Abstract

This study presents a report on customer service excellence in hospitality as a guest service agent. It explores the factors contributing to outstanding customer service at VIE Hotel Mgallery collection Bangkok, one of the famous Accor Brand in Thailand. The study presented a brief background of the hotel and identified key determinants of service excellence, including staff professionalism, personalized guest and traveler experiences, seamless check-in and check-out processes, communication and coordination, problem Resolution.
The goal of the study includes: (1) how hotel culture, leadership, and continuous staff training contribute to maintaining high service standards, (2) the mission, vision, services, and strategies (3) the strengths, weaknesses, opportunities, and threats of VIE Hotel. My primary responsibility was to look after VIP visitors, particularly those who are Accor program members and for special events like birthdays, anniversaries, honeymoons, and long-stay guests. In this study, every task and responsibility given throughout my internship is describe. The hotel team members produced solutions to every issue that were encountered during my workdays. I have learned loyalty and relationship building and how to be more accountable and customer-focused from working for a five-star hotel. This experience will aid in my development career wise.

Keywords: Guests Service Agents, Accor, MGallery collection,

ดร.หญิง ซานี่ – Dr. Yhing Sawheny, 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), 2/2567 (2024)