Are International Chain Hotel Groups in Thailand Hiring Intellectually Deficient Individuals to be their Sales, Marketing and PR Staff?

Thailand Hotel News: The 77th edition of the Thai Teaw Thai Travel Fair at the Queen Sirikit National Convention Center was expected to be a vibrant marketplace for travel deals, hospitality promotions, and destination marketing. With thousands of visitors walking through the exhibition halls searching for hotel packages, buffet vouchers, and discounted holiday stays, the event should have been a prime opportunity for hotels—especially those managed by international chain groups—to showcase professionalism and strong product knowledge.

However, a surprising and somewhat troubling pattern emerged across several booths representing well-known hotel brands especially those by international hotel management groups. Many sales, marketing, and public relations representatives appeared unable to answer even the most basic questions about the properties they were promoting. While enthusiastic shouting about “special bargains” and “limited time deals” echoed through the aisles, meaningful product knowledge seemed noticeably absent.

Basic Questions, No Answers

Visitors asking simple questions about hotel facilities were often met with confusion, hesitation, or vague responses. Questions such as how many restaurants a property had, what types of cuisine were offered, or what amenities were available for guests were frequently left unanswered. In several cases, staff simply shrugged or avoided the question entirely. Midway through observing these exchanges, this Thailand Hotel News report found that even inquiries about buffet vouchers—one of the most heavily promoted items at the fair—were met with uncertainty.

Potential guests who asked whether seafood, lamb, or other premium options were included in the buffets were often told that the staff “were not sure.” Even more surprising was the lack of willingness to check with colleagues or consult brochures to provide accurate information. Instead of engaging with visitors and demonstrating hospitality expertise, many representatives continued repeating generic sales slogans in hopes of securing quick purchases.

Training Gap in Chain Managed Hotels

Perhaps the most unexpected discovery was that the weakest product knowledge often came from booths representing hotels managed by major international chain brands. These groups typically pride themselves on global standards, extensive staff training, and strong brand identity. Yet, during the fair, some of their representatives appeared less informed than independent hotel vendors stationed nearby.

In several cases, questions were asked in Thai rather than English to make communication easier for the staff. Despite this, responses remained vague or incomplete. Some attendees even remarked that hospitality workers in nightlife districts often demonstrate better communication skills and customer engagement than certain representatives promoting luxury hotels at the fair!

Industry observers suggest the problem may not lie with the employees themselves but with inadequate preparation before events. Travel fairs require front-line staff who understand the property in detail—restaurants, room types, facilities, promotions, and unique selling points. Without this knowledge, the opportunity to convert curious visitors into paying guests is quickly lost.

Such issues were not just witnessed at a fair, when you call the switchboards of most hotels here in Thailand, they do not even know the names of their General Managers, F & B Directors or PR/Marcom managers and other key staff. And often during sites inspections even for banquet or meeting room facilities, the staff cannot answer a lot of questions related to the property and services!

One of the interesting experiences we had a few months back was regarding a certain hotel near the BTS station around the Onnut vicinity, there were PR releases and media coverages about a certain food promotion the hotel was having, but when we called..no one from the switchboard to the F & B teams knew a thing about the food promotion that their Marcom team had sent out to the media!

Industry Wake Up Call

Large travel fairs serve as a direct bridge between hotels and consumers. Visitors attend expecting knowledgeable representatives who can confidently explain what makes each property worth booking. When that expectation is not met, it not only affects immediate sales but can also damage brand perception.

Hotel groups—especially international chains operating in Thailand—may need to reconsider how they prepare their sales teams for public-facing events. Proper training, product briefings, and communication coaching could significantly improve the experience for both staff and customers. If hotels want to maximize the marketing potential of major travel exhibitions, ensuring that their representatives truly understand the product they are selling should be the first priority.

The situation witnessed at the Thai Teaw Thai fair should serve as a reminder that hospitality is not just about attractive discounts or loud promotional tactics. Knowledge, professionalism, and genuine engagement remain the most powerful tools in building guest confidence and driving bookings.

(Due to Thailand’s strict defamation laws, we are unable to upload videos of situations at the fair but a Dutch news team that was accompanying us also recorded video footage of various encounters of staff at various hotel booths unable to answer basic questions and the plan to upload them on their site in the Netherlands which can be viewed by all….we will be sending all our frequent readers via email of the link)

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