Woman In Leadership - Travel Industry
We spoke to Pannaphat Lapa, a Resort Manager at the brand new V Villas Phuket, about what’s it like to run a 5-star resort in Phuket during the pandemic
Pannaphat Lapa, Resort Manager, V Villas Phuket
A Day in the Life of a resort manager
Every day is different and I’m truly energized by working in an environment where we keep challenging ourselves. Growing up I have always been passionate about genuine hospitality. I start my day every morning with gratitude by saying thank you to everything…nature, people and myself, after that I do little exercise for 5 mins.
Before going into the office, I like checking my emails, our chat box, the activity on the hotel’s social media channels to see how our brand is being represented daily. I listen to the news every day while I drive to resort to for news and updates on what’s going on in town and the world.
The first thing I do when I arrive at the resort is to walk around and talk with the staff to check on their wellbeing and issues from the night before so that I’m aware of what I need to follow up on and plan out the rest of my day. We hold a meeting with the Head of Department every day at 10am so that any concerns may be raised and so that we can ensure that everyone is on the same page. I really believe that strong communication is the key for every business.
In the afternoon, I spend time in the office working on daily administrative work, daily reporting, and responding to emails.
In the evening, I go to the restaurant and bar to socialize with the guests. This is probably one of the most important parts of my day as I want to make sure we understand the needs of our guests. My day ends around 9pm each day, and even after a long day, I will definitely check my email once more before I leave for the day, so that anything urgent will be handled before the following day.
How does the Phuket Sandbox Program affect the day-to-day operation in Phuket? Can this be a model for other countries in Southeast Asia as the world slowly re-opens?
Phuket Sandbox is a pilot program launched by Tourism Authority of Thailand (TAT) in partnership with Phuket Tourist Association in hopes of reviving the country’s severely-affected tourism industry. Through this scheme, vaccinated tourists are allowed to visit the popular island destination without having to undergo quarantine.
On the hotel side, there are additional steps introduced to our daily operations to ensure that the health and safety of both residents and visitors are adhered to. During this time, I have seen the joy of families reunited, partners together again, residents returning and businesses resuming. In my opinion, the Phuket Sandbox is a good pilot project supporting the global tourism recovery, some other destination that are similar to Phuket like Phuquoc, Bali are looking to us as an example as they reopen their city as well.
What’s the most difficult situation you had to deal with and how did you handle it?
Well…the biggest challenge in my career so far has to be leading a hotel opening during COVID-19 This has been a period of great uncertainty and disruption. Everything about how we operate in this industry has changed; the old patterns and paradigms are suddenly defunct.
Having a good attitude in this situation is the most important. I choose to focus on what I can control rather than waste my time with the things that I can’t. I’m taking this opportunity to reflect and introduce positive change. . We must try to find optimism in everything we do.
During this this situation, I’m actively communicating with the team, being more present by walking around the premises so they can feel more comfortable to talk to me. I’m actively listening and trying to understand their concerns. I want to inspire and encourage. and I am encouraging the staff to take the mindset of being flexible and adaptable, to new roles and tasks, to go beyond what they were doing before. With this encouragement and positive attitude from our team, we are able to make the GOP after 3 months of opening. As I encourage our team, I’ve also received great support and guidance from my leader, General Manager, Mr. Nicolas Peth.
What travelers can expect to experience in Phuket post pandemic?
In my opinion, a majority of tourists are looking to travel more freely with less need for documentation when entering the island.
Secondly, as the country went into lockdown and people stayed at home for months on end, wildlife and nature have been rejuvenated because there was almost no disturbance.. On social media, we saw that sea turtles have returned to nesting around Phuket beaches and how beautiful Patong beach was when there was no overcrowding. Because people have seen these positive images, I believe tourists will be more inclined to explore sustainable tourism to help maintain the ecosystem.
In the built environment, we are seeing new restaurants. Some are very swanky, and a lot of them have the quirky charm that you would expect from younger Phuket Thais who want to offer something different.
In many ways, I believe Phuket is more charming than before and it is a good time to visit us, serene beaches, quieter hotels, and special deals. Come and experience a different pace of life on one of Thailand’s most beautiful islands as soon as you can.
