The Little Things That Make a Big Difference
Eight years ago, Sunita “Bow” Horapun joined Shama Lakeview Asoke Bangkok as a Room Attendant. Fresh out of university, it was her very first job.
Today, at just 29 years old, she is a Housekeeping Supervisor, leading a team while helping to create the welcoming atmosphere that residents experience every day.
Looking back, she never imagined how much she would grow.
“I wanted to be a teacher when I was younger,” Bow says with a smile. “A friend who worked in Housekeeping recommended Shama to me, so I thought I would give it a try. I’m really happy that I did.”
Her role has changed over the years, but the purpose remains the same. While Bow now checks room quality, coordinates her team and prepares apartments for arriving residents, she still believes that the smallest details can have the biggest impact.
Before each new arrival, every apartment is carefully checked. From cleanliness and room temperature to amenities and special arrangements for long stay residents, everything is prepared to help guests settle in comfortably from the moment they walk through the door.
“It is often the little details,” she says. “Sometimes we adjust something small, tidy a corner, remove a mark or make sure everything is in the right place. Those things help create a space that feels comfortable.”
For Bow, housekeeping is about much more than keeping a room clean. It is about making everyday living feel easy.
One of her favourite memories came during one of Shama’s community events, where residents were invited to enjoy Thai cultural activities, music and craft workshops together.
“It was wonderful to see everyone smiling,” she says. “Many of the families already knew each other, and after the event they came to thank us. It made me feel proud to be part of it.”
There have also been moments when simple acts of support have made a lasting difference.
Bow remembers one family who stayed for around three months and needed additional mobility equipment during their stay. The team helped coordinate everything, arranging for the equipment to be delivered directly to their apartment.
“They wrote us a thank you note and even brought chocolates for the team,” she recalls. “It made us very happy.”
For Bow, however, the greatest reward is much simpler.
“The best part of my job is seeing our guests smile,” she says. “When they walk into their room and it feels clean, comfortable and well prepared, I feel like we’ve shared something positive with the whole family.”
Working alongside the same colleagues for many years has also made Shama feel special.
“We help each other all the time,” Bow says. “It never feels like a competition. If one of us is busy, another supervisor will step in to help so the guest does not have to wait.”
That spirit of working together has become one of the reasons she has stayed for nearly eight years.
Meeting people from different countries has also broadened her perspective. Over time, Bow has learned that every culture has its own habits and preferences, from where personal belongings are placed to how residents like their living spaces arranged.
“We learn how people use their rooms,” she explains. “Then we adjust the space so it feels as familiar and comfortable as possible for them.”
It is a thoughtful approach that reflects the everyday life at Shama, where creating a welcoming environment often begins with the smallest gestures.
After eight years, Bow still finds joy in the same simple moments that first inspired her.
“A smile from a guest is enough,” she says. “It reminds me that even small things can brighten someone’s day.”
Explore more: Shama
Story: Sue Rattanamahattana • Photography: Prattana Samransuk
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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