The Fighter at the Front Desk
How Sudjai “Jai” Buasan turned inexperience into purpose at Shama Ekamai Bangkok
When Sudjai Buasan, or “Jai” as everyone calls her, first walked into Shama Ekamai Bangkok in 2018, she had never worked in a hotel, never used a computer, and could barely speak English.
Yet today, she is the property’s Assistant Operations Manager, the steady heartbeat of a residence filled with families from around the world.
Starting Again
At 46, Jai had already lived one full working life.
For 18 years, she managed accounting, stocking, and sales at a wholesale shoe shop in Bangkok’s Phraram 4 area. The routine was steady, handwritten, and manual.
Then, one morning, the owner announced the business would close due to illness.
“I had to start again,” she recalls. “I wanted to challenge myself, to see if I could do something completely different.”
Scrolling through job postings, she spotted one for a Guest Relations Agent at Shama Ekamai Bangkok, then known as Ekamai Garden. It sounded worlds away from inventory sheets and ledgers: greeting guests, helping travellers, speaking English.
“It felt impossible,” she admits. “I could not speak English, I did not know computers, and I had never worked in hospitality.”
But she applied anyway.
Her first months were daunting. The computer system seemed like a foreign language, while guests spoke words she barely understood. Then, just days after she started, her entire team left. Alone at the front desk, she had two choices: give up or fight on.
“I told myself, I’m a fighter,” she says. “So I learned every day.”
She watched, listened, copied phrases, and practised with guests. Slowly, she found her rhythm, replying to requests, coordinating repairs, and even cracking jokes in English.
Today, she manages 46 apartments, most of them home to expatriate families.
“Every morning, I lead the briefing with our mechanics, gardeners, and housekeepers. We talk about what has been done and what comes next. I love seeing things run smoothly.”
More Than a Job
Her guests now call her Pi Jai, a Thai term of warmth and respect. Children wave when they see her. Parents message her when toys tumble off balconies.
“It’s like one big village,” she says, smiling. “If I take a week off, everything becomes chaotic. But it’s nice to be needed.”
Behind that calm professionalism is quiet sacrifice. Jai is a single mother, and her ten year old daughter lives with her own mother in Ubon Ratchathani. “I work in Bangkok to send money home,” she says.
Her days start before dawn and end late, yet she greets everyone with energy that seems endless.
Perhaps that spirit comes from her past as a school volleyball captain, the tall girl who never backed down.
“Sports taught me not to give up. It’s the same now. At first, I did not know this industry, but I kept going until I could do it.”
Seven years on, Jai has been promoted twice. Her English is fluent, her computer skills are sharp, and her confidence is unmistakable. But what makes her proudest is not the title.
“In the beginning, I did not have any of the qualities they wanted,” she says. “Now I do. I must have done something right.”
Her phone is always charged, ready for the next call, the next guest, the next challenge. Because for Jai, hospitality is not just a job, it is her way of caring.
“I love my team. I love my residents. When they come to me, their problems are solved,” she says. “That’s what makes me proud.”
Story: Sue Rattanamahattana • Photography: Chuleeporn Pannil
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.