The Smile That Found Its Voice
Anyone who meets Kanda “Koy” Saelim today will probably notice her smile first.
Warm, genuine and impossible to miss, it has become one of the hallmarks of her role as Guest Relations Manager at Shama Lakeview Asoke Bangkok. She greets guests with confidence, remembers their stories and helps create experiences that make people feel at home.
Yet there was a time when she never imagined herself working at the front desk at all.
“I wasn’t good at English,” she says. “And in hotels, you need English everywhere.”
In fact, throughout her studies, Koy actively avoided front office roles. Her internships took her behind the scenes instead. She worked in procurement, assisted as a chef’s secretary and even spent time in a hotel kitchen, standing over a stove and preparing eggs to order for breakfast guests.
Front office felt like a world away.
Everything changed after graduation.
When she applied for a kitchen position at a hotel in Phuket, the hiring team had a different idea. They needed someone for the front office and asked whether she would be willing to try.
Koy hesitated.
Then she said yes.
It was the beginning of a journey that would challenge her more than she ever expected.
Although naturally outgoing and fond of meeting people, she struggled with the language barrier. Conversations that seemed effortless to her colleagues often felt intimidating. When guests spoke quickly or used unfamiliar accents, she would turn to senior team members for help.
Each time, she felt a pang of frustration.
“I didn’t want to bother them every time,” she recalls. “I wanted to help the guest myself.”
Determined to improve, she enrolled in a three-month English course after moving back to Bangkok. Day by day, conversation by conversation, her confidence grew.
The progress was gradual.
There were misunderstandings. Difficult accents. Moments when she doubted herself.
But she kept trying.
Today, the young woman who once worried about greeting guests in English can effortlessly welcome visitors from around the world.
“Welcome to Shama Lakeview Asoke Bangkok. How was your flight?” she says with ease.
The transformation opened more than just career opportunities. It allowed her to discover what she loves most about hospitality: human connection.
Koy is especially fond of families.
She remembers one Japanese boy whose family stayed at Shama for nearly two years. She always kept sweets ready for him, while his mother often sought her advice on places to visit around Bangkok.
As Guest Relations Manager, Koy also oversees Shama Social Club, a lifestyle programme of monthly activities designed to bring residents together.
From themed celebrations to family friendly events and upcoming day trips to Ayutthaya, she carefully plans every detail.
“I have to feel that it’s fun myself,” she says with a laugh.
Her goal is simple. Children should enjoy themselves. Adults should too. Most importantly, guests should feel connected.
Of course, hospitality is not always easy.
Koy describes herself as sensitive and admits that guest complaints can weigh heavily on her. Yet she believes that solving a problem is not always about finding an immediate answer.
Sometimes, it is about showing guests that someone genuinely cares enough to try.
That approach has left a lasting impression on many people.
One guest from the Middle East remembered her long after checking out. More than a year later, he returned to Shama with chocolates and souvenirs, simply because he had not forgotten her kindness.
For Koy, moments like that are worth every challenge she has faced.
After all, the greatest achievement is not mastering a language.
It is using it to make someone feel welcome.
And that is exactly what her smile does every day.
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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