From Internship to Inspiration: A Concierge’s Journey at Amari Don Muang Airport Bangkok
When Pong first stepped into the lobby of Amari Don Muang Airport Bangkok six years ago, he did not yet know what a concierge really did.
Pong, or Suparuek Pimpunroong, is now a concierge at Amari Don Muang Airport Bangkok. But when he first joined the hotel as a fresh English graduate from the Faculty of Humanities, his three-month internship was meant to be only a brief introduction to the hospitality world.
Instead, it became the beginning of a meaningful career and a true passion for service.
Finding His Place
Unlike many first jobs, Pong’s introduction to Amari Don Muang Airport Bangkok was not marked by stress or hierarchy. His supervisor, who had already been part of the team for nearly two decades, treated him with warmth and respect. “Take it easy. No rush,” he would say.
For Pong, this was not simply a workplace; it was a family. So when his supervisor encouraged him to apply for a permanent position, he did not hesitate. He did not even consider applying anywhere else. He simply waited, and the hotel welcomed him back.
At first, Pong thought a concierge only carried bags. He soon discovered the role was about far more: anticipating needs, solving problems, and being a bridge between guests and the city. Each day began with reading the handover notes, whether requests for taxis, luggage assistance, or local advice.
Each day also brought unexpected questions. Where should guests go shopping? Which attractions suited a young family? Where could they find a simple bottle of water?
His English was not flawless at the start, but hospitality is more about heart than grammar. If he did not understand, he would smile and gently ask for a picture or an address.
With time, he not only gained confidence but also became the colleague who never said no and was always ready to help, even on his days off.
Small Gestures, Lasting Memories
Not every guest immediately understood the concierge’s role. Some hesitated when he offered to carry their luggage, unsure why he approached them. But Pong learned to respond with patience and clarity: “I can see your bag is heavy, may I help you to your room?”
Small gestures, expressed gently, turned scepticism into gratitude.
There were difficult moments too, such as the guest who snapped, “Don’t touch my bag!”
Rather than taking offence, Pong adjusted his approach, focusing first on larger suitcases or less delicate items, always asking permission when something seemed particularly valuable.
Among thousands of travellers, one family stood out. The father had not been a guest at first. He had simply stepped out of a van in front of the hotel to cross over to Don Mueang International Airport when he realised he had left his passport behind.
In a panic, he turned to Pong for help. Pong tracked down the van company, made the calls, and arranged for the driver to return. Grateful and impressed, the man later booked a stay and has been returning regularly ever since, always asking for “Mr Pong”. Sometimes, he even brought Pong small gifts, simple gestures that now feel more like tokens of friendship than expressions of thanks.
Now 26, Pong is still the youngest member of his six-person team. Yet his pride in his work is evident in every smile.
“I have always loved the service side of my job,” he says. “Seeing a guest smile or say thank you makes my day. It gives my work meaning.”
For him, the hotel is more than a building opposite the airport connected by a skywalk. It is a second home filled with uncles, aunts, and friends. Every challenge and every guest encounter is not a burden but an opportunity. “The more challenges, the more life prepares me for the next level,” he believes.
In the welcoming corridors of Amari Don Muang Airport Bangkok, Pong stands as proof that hospitality is not about tasks but about people, and that true service can transform not only a guest’s journey, but also a young man’s life.
Story: Sue Rattanamahattana • Photography: Poonsawat Sudtama
ABOUT HEARTMADE
Created to celebrate the 60th anniversary of ONYX Hospitality Group, Heartmade is a series of heartfelt stories inspired by the people who make every stay memorable, from dedicated team members to cherished guests across Amari, OZO, Shama, Oriental Residence, as well as our spa and dining brands.
Through personal memories, meaningful connections, and moments of genuine care, the series celebrates the warmth and spirit of hospitality that have brought people together for six decades. Stay tuned for more inspiring stories from the Heartmade series.