More Than a Smile Behind Maitree Bar: The Quiet Pressure Behind Hospitality, and the Woman Learning to Carry It 

Every evening at Amari Bangkok’s Maitree Bar begins the same way. 

The lights soften. Ice hits the shaker. Guests slowly drift in from Bangkok’s traffic and heat, looking for somewhere to relax. 

Some want cocktails.
Some want conversation.
Some simply want to be left alone for an hour. 

And standing quietly in the middle of it all is Bovy or Lapasrada Sangaroon.

At first glance, her role seems simple. She smiles, welcomes guests, answers questions and helps the team keep everything moving smoothly. 

But hospitality is rarely as effortless as it looks. 

Behind every calm interaction is constant emotional balancing. Reading moods. Solving problems quietly. Managing tension before it becomes visible. Remaining polite even when guests are frustrated, confused or impatient. 

At 29 years old, Bovy has already learned that one of the hardest parts of hospitality is not serving drinks. 

It is handling people. 

“We never know what kind of day someone has had before they walk through the door,” she says honestly. “Every guest is different.”

Some guests arrive exhausted after long flights. Some are visiting Bangkok for the first time and are unfamiliar with how different hotel spaces operate. Others simply want to feel comfortable, relaxed and taken care of after a busy day.

For Bovy, an important part of the role is learning how to read each situation carefully and communicate in a way that makes guests feel welcomed while still helping the space run smoothly.

“I always try to explain things politely,” she says. “If guests understand the reason, most of the time everything becomes easy.” she smiles.

And sometimes, guests simply want someone to listen. 

For Bovy, the challenge is learning how to navigate every situation without making guests feel uncomfortable. 

“I always try to explain things politely,” she says. “If guests understand the reason, most of the time they calm down.” 

Her calmness did not come naturally overnight. 

Originally from Chaiyaphum, Bovy did not grow up imagining a future in luxury hospitality. In fact, her background was in science. She studied Applied Physics and Energy Physics before briefly working as a teacher near Nakhon Ratchasima. 

At the time, hospitality felt like an entirely different world. 

Even English became a source of anxiety when she first applied to work at the hotel. 

“I actually did not pass the interview at first,” she admits. “My English was not good enough.” 

For many people, that moment might have been the end of the story. 

Instead, it became the beginning. 

She was offered a short trial period, and during that time, she threw herself into learning however she could. She memorised phrases. Listened carefully to conversations between colleagues and guests. Repeated sentences to herself until they felt natural. 

“If I needed to explain something to guests, I would practise the sentence again and again,” she says. “I realised the important thing was to be brave enough to speak.” 

Slowly, confidence replaced fear. 

Today, after more than two years at Maitree Bar, she speaks to international guests every day with a calm professionalism that hides how hard she worked to get there. 

The name “Maitree” itself carries special meaning in Thai. It speaks of kindness, friendship and extending warmth towards others. Not performative hospitality, but genuine human connection. 

And perhaps that is why Bovy fits naturally into the space. 

Her favourite part of the role is not simply making drinks or serving guests. It is the feeling that every day brings something new to learn. 

Sometimes it is a cocktail request she has never heard before. Sometimes it is learning how different cultures communicate. Sometimes it is discovering how small gestures can completely change someone’s experience. 

One guest from Malaysia left a lasting impression on her. 

The woman began visiting the bar every evening during her stay. Over time, Bovy noticed that she loved flowers and enjoyed photographing her cocktails. So the team started preparing special presentations for her drinks, decorating them with flowers and smoke effects that created dramatic moments at the table. 

“She would get excited every time,” Bovy remembers with a smile. 

Eventually, the guest began bringing handmade gifts for the staff and ordering food for the team after work. 

Moments like that remind Bovy why hospitality matters. 

“When guests come to the bar, they want to relax,” she says. “If we can make them happy enough to come back again, that makes me proud.” 

There is a quiet irony to her role. 

Despite working in a cocktail bar, she barely drinks alcohol herself. Coffee makes up a large part of her daily environment, yet she does not drink coffee either. On difficult days, her comfort comes instead from sweet drinks, music during the bus ride to work or simply taking a few moments alone before starting her shift. 

“Sometimes you just have to separate your negative feelings from work,” she says, smiling. 

It is perhaps the most honest description of hospitality there is. 

Because behind every elegant hotel bar, every polished cocktail and every effortless smile, there are people carrying their own stress while making sure guests never feel it and instead enjoy their moments.

And that invisible emotional labour is often what transforms service into genuine hospitality. 

For Bovy, the dream is simple. She hopes to continue growing in the industry and eventually step into a supervisory role one day. 

But even now, she already understands something many people spend years learning: 

hospitality is not really about making drinks. 

It is about making people feel comfortable and welcome, no matter the situation.

Explore more: ONYX Dining

Book your stay: Amari

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.