Nadine Andes, Director of Rooms at Amari Pattaya, spoke to our reporter about blending hands-on leadership with heartfelt service. From personalised “Moments of Wow” and cross-functional teamwork to tech-enabled comfort and eco-conscious luxury, she shares how her daily approach ensures every guest experience is seamless, warm, and unforgettable.
Q – Can you take us through a typical day as the Director of Rooms at Amari Pattaya and how your responsibilities shape the guest experience across the hotel and resort?
A – As Director of Rooms, no two days are exactly alike—but every day begins with a focus on people: our guests and our team. I usually start by meeting with my teams to make sure everyone is feeling good and ready for the day ahead. It’s important to me that they’re in a positive mindset, as that directly impacts how they engage with guests.
Managing a big property with several departments can be tricky but I enjoy the challenge. I spend around 80% of my time on the floor, working closely with my teams, handling any guest issues that arise and making sure everything is running smoothly. The remaining 20% is dedicated to admin tasks like reports, meetings and planning for future improvements. This balance helps me stay on top of operations while also thinking ahead to enhance the overall guest experience. Our goal is to proactively shape a seamless, memorable guest journey from the moment they arrive.
Nadine Andes
Director of Rooms, Amari Pattaya
Q – How do you ensure a seamless and welcoming experience for guests, from check-in to exploring the rooms and resort
A – It all starts with anticipating needs and focusing on the little details. We train our front-line team to be not just efficient but also emotionally intelligent—picking up on guest preferences, needs and moods. Pre-arrival communication helps us personalize each stay and our coordination with housekeeping makes sure the rooms are always perfect. After check-in, other departments do their magic by embracing our “Brighten” service culture, where we bring our warmth and creativeness into everything we do, making sure every part of the guest’s stay feels special.
Q – What unique strategies have you introduced to elevate the resort experience at Amari Pattaya, setting it apart in Thailand’s competitive hospitality landscape?
A – One key initiative is our “Moments of Wow” program, where we encourage staff to create unexpected, personalized experiences—whether it’s a surprise birthday setup or a custom itinerary for families. We’ve also revamped our lobby and guest welcome experience to instantly immerse guests in a sense of place, celebrating contemporary Thainess enriched with local flairs—mixing Thai warmth with modern design.
Q – How do you collaborate with other departments, such as housekeeping, F&B, or resort activities, to create a cohesive and memorable guest journey?
A – Inter-departmental synergy is at the heart of hospitality. We hold daily briefing meetings with department heads and ensure open lines of communication across teams. For example, if a guest has dietary preferences, the F&B team is immediately informed. If there’s a special event, housekeeping adjusts turndown service accordingly. We also cross-train our staff to help them understand each other’s roles which strengthens teamwork and makes for a smoother guest experience.
Q – Pattaya attracts diverse guests, from families to luxury travellers seeking a resort escape. How do you tailor room and resort operations to meet their expectations?
A – Understanding guest segmentation is essential. For families, we focus on functionality—connecting rooms, kid-friendly amenities and activities that allow parents to relax while children are engaged. For luxury travellers, we emphasize exclusivity and personalization such as private check-ins, upgraded in-room experiences and curated concierge services. We analyse feedback and guest data regularly to continuously adapt and enhance our offerings.
Q – Can you share a specific challenge you have faced in maintaining guest satisfaction across the resort and how your team overcame it?
A – Just recently, we faced an unexpected staffing shortage while the hotel was fully booked. Maintaining high service standards was definitely a challenge. We quickly reassessed roles and I made sure to pitch in, helping with room inspections and supporting the front office during the busy check-in periods. This not only helped maintain quality but also demonstrated the strong camaraderie within the team. The key to overcoming this challenge was clear communication, trust and everyone’s commitment to delivering the best possible experience for our guests.
Q – With sustainability a growing focus, how does Amari Pattaya integrate eco-friendly practices into room and resort management without sacrificing comfort or luxury?
A – Sustainability is a core pillar at Amari. We’ve switched to refillable bathroom amenities to minimize single-use plastics, installed energy-efficient lighting and motion sensors in rooms and partnered with local suppliers to reduce our carbon footprint. At the same time, we’ve ensured these changes enhance the guest experience rather than compromise it. For example, our eco-friendly toiletries are locally crafted and presented in a way that aligns with our luxury standards. Sustainability and luxury can go hand in hand—it just takes thoughtful design. We’ve also worked closely with both local and international organizations to streamline our processes.
Q – How do you inspire your team to anticipate guest needs and deliver personalised service across the resort’s diverse offerings?
A – Empowerment and recognition are key. We provide ongoing training focused on empathy, emotional intelligence and proactive service. But just as importantly, we celebrate success stories—when a team member goes above and beyond, we highlight it publicly and reward initiative. We also encourage staff to think creatively and trust their instincts when delighting guests. When team members feel seen and supported, they naturally pass that feeling on to our guests.
Q – What role does technology play in enhancing the guest experience within the rooms division and broader resort facilities at Amari Pattaya?
A – Technology really helps us improve convenience and personalization at Amari. We’ve added mobile check-in, digital key access, and in-room tablets for service requests, making things smoother and giving guests more control over their experience. We’ve also introduced digital engagement platforms to keep guests connected and motion sensor systems to save energy. On the backend, we use CRM tools to track preferences and feedback so we can make their future stays even better. The key is balancing tech with the human touch—we want to enhance the connection, not replace it.
Q – Looking ahead, what trends do you see shaping guest expectations and resort operations at Amari Pattaya, and how are you preparing for them?
A – Guests today are looking for more than just a place to stay—they want meaningful, personalized experiences with a true local connection. That’s why we’re investing in cultural immersion, wellness-focused activities and curated excursions that showcase a different side of Pattaya. We’re also seeing a growing demand for flexibility so we’re adapting with modular room packages, extended stay options and convenient digital services. By staying agile and truly listening to our guests, we’re turning moments into memories.
At the same time, I recognize that we’re in a highly competitive market. The only way to stay ahead is by consistently delivering service that goes above and beyond—making sure every guest feels genuinely valued