Khun Haruethai Maneerat, (known affectionately as “Pop) began her long professional journey to becoming the General Manager of Banyan Tree Krabi Resort in the picturesque “Valley of Stars,” Chiangdao province. Growing up in this enchanting district, Pop developed a strong sense of community and a natural flair for hospitality.
As a child, Pop was surrounded by a family of educators, including her grandfather, a school headmaster. She balanced academic rigor with creative expression, serving as a class representative and performer in local events. However, it was her family’s role as hosts to foreign exchange students that sparked her curiosity about different cultures and her talent for building connections with people from all walks of life.
Pop recalls, “As a host family, I learned to connect with foreigners, despite initial language barriers. I was curious about their fascination with everyday activities like rice harvesting and buffalo riding. This experience taught me to build rapport and be a gracious host.” She cherishes her childhood, saying, “It shaped my abilities and instilled a passion for hospitality, likely why I’m so passionate about the industry.”
HOT Magazine had the distinct pleasure of sitting down with Pop to delve into her inspiring journey and the values that have driven her success.
HM: Khun Pop, what motivated you to pursue a career in the hospitality industry? What drew you to this field?
POP: My cousin has been a significant influence on my career. While I was studying at university, I was uncertain about my future. My cousin worked at a spa in a luxury hotel in Chiang Mai and often shared insights about the hotel industry. She explained how five-star hotels offer top-notch products and professional services, paying meticulous attention to every detail to enhance the guest experience. Her stories captivated me and drew my interest towards the hospitality sector.
Thanks to a friend’s recommendation, I had the opportunity to do my internship in Koh Samui, a dream destination for someone born in the northern region. There, I trained in the Front Office, which marked the beginning of my real professional journey. After graduation, I applied for a job at a hotel spa, inspired by my cousin’s career path. Although the spa manager felt my tone of voice was not suited for the spa, as it requires a soft tone to allow guests to experience a complete state of relaxation and reflection, I was fortunately offered a position as a receptionist instead.
HM: Can you describe your path of career progression from receptionist to front desk to general manager? What were some of the key steps and turning points along the way?
POP: I am an ambitious person, always striving for more. After spending a few years at a local five-star hotel in Koh Samui, I felt ready to work for an international five-star hotel. My English skills had improved, and I started a new role as a Butler at Six Senses. During this time, I was selected for the task force for a hotel opening in Jordan, marking my first overseas experience.
When a new five-star hotel opened in Samui, managed by one of the same brand my cousin had worked for and praised, I didn’t hesitate to seize the opportunity. Transitioning from Six Senses to Banyan Tree was challenging as I am a very loyal person, but the prospect was too great to pass up. Joining the pre-opening team of a hotel in an exclusive location, a cliffside with a private beach and all pool villas was a dream come true.
During the first three years, I was responsible for creating the Villa Host SOPs, crafting significant touchpoints to make the Banyan Tree experience unique. The success of the Villa Host concept in Samui led to my involvement in building the brand standard for this concept. Within a year, I was promoted to Front Office Manager, and soon after to Rooms Manager, followed by Rooms Division Manager, and eventually Executive Assistant Manager.
During the first three years, I was responsible for creating the Villa Host SOPs, crafting significant touchpoints to make the Banyan Tree experience unique. The success of the Villa Host concept in Samui led to my involvement in building the brand standard for this concept. Within a year, I was promoted to Front Office Manager, and soon after to Rooms Manager, followed by Rooms Division Manager, and eventually Executive Assistant Manager.
I had the opportunity to serve as interim GM in Luang Prabang, Laos twice, with different brands and owners, but still under the Banyan Group umbrella. Despite limited resources, staffing, and budget, these experiences helped me understand various challenges and learn how to overcome them.
Throughout my career, I have been fortunate to work with experienced professionals from whom I could learn and emulate their work and leadership styles. In particular, my direct supervisor, Mr. Remko Kroesen, Area GM for Banyan Tree Samui and Krabi, has been instrumental in my development. He invested his time and imparted invaluable business and leadership knowledge to me.
HM: As a local woman rising to a senior leadership role in the hospitality industry, what unique challenges or obstacles did you face, and how did you overcome them?
POP: As a local woman in a senior management role, I faced few unique challenges within my organization. I was promoted to a senior management position about 7-8 years ago, surrounded by colleagues who knew me well and in a supportive environment. Transitioning from a co-worker to a direct supervisor responsible for key operational departments, some people initially questioned my ability and leadership. However, I didn’t view this as an obstacle. I made it a priority to work alongside them, be transparent, and listen to their concerns. Over time, I proved that I could manage the team effectively and earn their trust. My General Manager consistently valued my opinion and empowered me, which boosted my confidence in decision-making. When I moved to become the Hotel Manager at Banyan Tree Krabi, he ensured everyone followed my direction, which was invaluable to me.
However, occasionally, interactions with people outside my organization highlighted a different challenge. Some were surprised to see a Thai woman in a GM role. While such reactions can be expected in Asian cultures, they didn’t bother me much. Today, there is greater awareness of diversity, and many strong women are successfully leading businesses and organizations.
Some aspects of traditional culture might prefer dealing with Westerners or men, but women can bring unique strengths to the table that men might not possess. For example, women often excel in empathy, attention to detail, and fostering a collaborative work environment. By showcasing these qualities, women can offer valuable perspectives and capabilities in leadership roles, demonstrating that effective leadership transcends gender and cultural expectations.
HM: You have a deep appreciation for the environment – how has that manifested in your work as a general manager? Can you give some examples of how you’ve incorporated sustainability practices?
POP: I believe sustainability starts with individual actions, as every action impacts the world. Growing up in Chiangdao, Chiangmai, a place often described as a dream destination, I witnessed the shift in environmental conditions. 20 years ago, global warming was not a common concern, but now Chiangmai is one of the most polluted provinces in the world. This situation exemplifies the urgent need for behavioral change to prevent environmental collapse. I want everyone to enjoy life as I did in my pollution-free childhood.
As a General Manager, I am committed to leading by example and aligning with Banyan Tree’s core values of environmental care. Banyan Tree has numerous sustainability initiatives, such as #PlasticFreeBanyanTree, where we eliminate single-use plastics and use eco-friendly room amenities. You know that microplastics are a major problem for marine life, and now they’re affecting our lives as well. Our Seedling program supports academically talented but financially disadvantaged children, providing both financial aid and hotel experience. Many graduates of this program become part of the Banyan Tree family, earning a livelihood through the hospitality industry.
Our hotel located near a national park, offers unique guest engagement activities that promote environmental responsibility. One such activity is kayaking with park rangers to collect garbage on World Environment Day. This not only fosters a sense of responsibility but also allows guests to enjoy the natural scenery and promote well-being.
We also support local businesses by inviting a local roti (Thai pancake) shop to our breakfast service. Guests enjoy authentic flavors while we educate the shop owners on food safety, enhancing their daily operations. We source local products like Klong Thom coffee beans for cold brew and Lampeng tea leaves, supporting community finances and reducing carbon emissions from transportation and energy consumption in our operation.
Our latest focus is on sustainable seafood, implemented last year. We ensure that our seafood is sourced not only from fresh, local waters but also from farms that meet sustainable criteria. This guarantees that our products are environmentally friendly and sustainable for the long term.
HM: In what ways do you try to empower and develop the staff that you oversee? What do you see as the keys to being an effective leader?
POP: Empowering and developing staff is essential to the success of any organization, especially in the hospitality industry. I empower my staff by delegating authority and giving them ownership of their tasks and projects. This not only builds their confidence but also fosters a sense of responsibility and accountability. There was one situation where I strongly disagreed with a conclusion made by my team partner. At that time, I was away, and he was in charge of the operation. I held myself back from interfering with his decisions, trusting him entirely. My role was to support him and back him up if anything happened, turning it into a learning experience for both of us. In my view, it’s essential to create an environment where it’s safe to fail and learn from them. I also provide weekly one-on-one sessions to offer personalized guidance and support, helping my team members overcome challenges and develop their potential.
I believe that leading by example is paramount, walking the talk. Providing clear direction helps the team achieve goals more efficiently. Transparency and building trust foster a strong sense of bonding within the team.
HM: Where do you see your own career going in the next 5-10 years?
POP: I see myself continuing to take on greater leadership roles in the hospitality industry. One of my key aspirations is to gain more experience in pre-opening hotels. Having successfully opened 2 hotels already, I understand the immense effort and numerous elements required to bring a new hotel to life. Witnessing the successful launch and operation of a new property is incredibly rewarding and serves as a great personal and professional trophy. I am eager to leverage my expertise to contribute to more pre-opening projects, ensuring they achieve excellence and set new standards in the industry.
HM: What advice would you give to other young women in Thailand who are interested in pursuing a career in hospitality management?
POP: Believe in yourself! Confidence, when channeled positively, is always key to success. You don’t need to excel in all aspects, but you do need strong team members. Once you find good ones, keep them close. Don’t hesitate to embrace challenges; the more you face, the more knowledge and confidence you gain. Stay updated on industry trends and build a strong network, ‘knowing who’ can be incredibly beneficial. Last but not least, maintain a healthy work-life balance. Self-care is essential for sustaining long-term success.
HM: Outside of work, how do you like to spend your free time and unwind? What are your personal passions and interests?
POP: I’m not sure if I would consider myself an introvert, but after work, I love to stay home and relax, allowing myself to unwind and empty my mind of work-related thoughts. I usually watch Korean series and enjoy finding good food. To stay healthy, I try to exercise for at least half an hour, 2-3 times a week, following workout videos on YouTube. Initially, I hated exercising, but that changed with the hotel’s well-being project “60 Days Challenge.” This program encouraged all associates to exercise, lose weight, and gain muscle. I felt very refreshed after exercising and found it helped clear my mind from work stress. More importantly, it became an enjoyable topic for all associates, as we shared workout photos in a group chat and encouraged each other. After finishing the campaign, I continued exercising as a way to challenge myself and remain disciplined.
HM: Thank you Khun Pop.