The Joy of Noticing
Every morning at seven o’clock, Phonphat “Jezz” Maksri starts his day by reading the handover from the night shift.
There may have been a guest who left something behind, a late-night emergency or a special arrangement waiting to happen. Perhaps someone is celebrating a birthday, honeymoon or anniversary.
For Jezz, these are never just tasks.
“They are chances to make someone’s day,” he says.
One of his favourite moments is preparing birthday surprises for guests staying at Shama Yen-Akat.
“I’ll arrange a warm croissant with a candle,” he says, smiling. “Before I go to the room, I’ll make a courtesy call. I’ll ask whether they have any plans for their birthday or if they’d like me to recommend a restaurant. They think I’m just checking on them, but actually I’m making sure they’re in the room.”
Then comes the moment he enjoys most.
“I light the candle outside the door and wait,” he says with a grin. “I always wonder how they’ll come out. Will they still be sleepy? Will they be surprised? That part is exciting for me.”
When the door opens and a guest smiles, Jezz says it brightens his day just as much as theirs.
“If I travelled somewhere by myself and the hotel surprised me like that,” he says, “I would be totally happy.”
It is this way of thinking that shapes every interaction.
“If someone can remember my name, I know I’m important to that person,” he says. “So I always try to remember our guests’ names. I think it makes people feel special.”
Sometimes that simply means paying attention.
“It is my character to be soft and polite,” he explains. “When guests arrive, I notice them. Do they look tired? Did they just fly in? Do they have to start work straight away? I try to be compassionate.”
Only a week before our conversation, a Japanese guest who often stayed at the residence shared some good news.
“He told me he had just closed a big sales deal,” Jezz recalls. “I asked if he was going to celebrate somewhere because I wanted to help book a restaurant for him. That is how I show people I pay attention.”
Not everyone enjoys conversation, though, and Jezz believes that caring also means knowing when to give someone space.
“I always observe first,” he says. “If they don’t say much, I know they probably don’t want to talk. I don’t want to make anyone uncomfortable. I’ll just smile, welcome them warmly and let them enjoy their own time.”
The same applies to birthday surprises.
“Some guests don’t like a big celebration outside their room,” he says. “So instead of bringing four colleagues, maybe I’ll go with one person, or even by myself. I try to make it gentle.”
Over the years, that quiet attentiveness has become the biggest lesson of his career.
“This job has taught me to observe people,” he says. “Sometimes caring means giving them distance.”
Working at Shama Yen-Akat feels especially meaningful because it combines his love of people with another lifelong passion.
“I’ve always loved animals,” Jezz says. “Ever since I was little.”
His mother drove a school bus and could never ignore a stray dog or cat. She often brought food home for animals she met along the road, and before long, the family had filled their home with rescued pets.
“I feel a little empty if there are no animals in my life,” he says.
Today, he shares his home with two dogs, Minute and Too-Hoo. At Shama Yen-Akat, where pets are warmly welcomed, that same affection extends throughout the team.
“Our staff genuinely love animals,” Jezz says. “Sometimes guests need to go out for work or run an errand, and they’ll ask if we can look after their dog for a while. They’re comfortable leaving their pets with us because they know we’ll take good care of them.”
For many travellers, he believes that simple reassurance makes all the difference.
“I think that solves a really important pain point,” he says. “It’s rare to find somewhere you can truly rely on.”
Hospitality, of course, is not always easy. Some days bring difficult situations, from barking dogs to demanding guests.
“My approach is always to compromise, stay professional and be genuine,” he says. “I don’t want to tell guests something that isn’t true. Sometimes I have to be firm because I also need to protect the experience of everyone else.”
And when the day becomes particularly challenging?
“I just go and play with the pets,” he laughs. “That always makes me feel better.”
After years of welcoming guests, arranging surprises and solving problems, the memory Jezz treasures most came from a young Japanese boy.
The child handed him an A4 drawing. In the picture, the little boy had drawn himself holding Jezz’s hand as they walked off together on an adventure.
“It was just a simple drawing,” Jezz says quietly. “But to me, it was priceless.”
Perhaps that is because, in one small picture, the little boy captured everything Jezz hopes every guest will feel.
Not simply that they stayed at Shama.
But that someone truly noticed them.
Explore more: Shama
Story: Sue Rattanamahattana • Photography: Prattana Samransuk, ONYX Hospitality Group
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.
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