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By: Ishana Rana
On 17th April 2025, we had the incredible opportunity to visit Bangkok Marriott Marquis Queen’s Park as part of our Service Marketing course. Huge thanks to our faculty member, Dr. Gerard Tocquer for arranging this insightful field trip and giving us the chance to learn directly from industry leaders.
I was truly inspired by the Director of Human Resources, who took the time to personally interact with us. She was incredibly warm, welcoming, and passionate about sharing her knowledge. The way she explained the hotel’s commitment to service excellence and high standards truly left a mark on me.
One thing that stood out was how seriously they take guest satisfaction. At Marriott Marquis, even a rating of 8 is considered low, their goal is always 9 or 10. That level of dedication to maintaining such high standards says so much about their values, consistency, and customer-first mindset.
What also impressed me was how they treat their staff, from the hiring process to daily operations, every team member is treated equally, valued, and thoroughly trained. For instance, when it comes to food and dining, staff are encouraged to taste the dishes themselves so they can describe them to guests with authenticity and emotion. It’s these small details that create truly exceptional service.
From exploring their rooms, restaurants, and meeting halls, to seeing how it all comes together behind the scenes, it was a memorable and eye-opening experience.
Thank you once again to our Dr. Gerard Tocquer and the Director of Human Resource Khun Noppasorn Siripakde for making this learning opportunity possible and inspiring us with the real meaning of hospitality.