The Men Behind Service Excellence
Nagesh Chawla, General Manager The Ritz-Carlton Jakarta Mega Kuningan, and Marius von Tangen-Jordan, Resident Manager, tell Grace Solarbesain what service excellence is all about and the key to successfully making The Ritz-Carlton Jakarta Mega Kuningan o
Nagesh Chawla, General Manager The Ritz-Carlton Jakarta Mega Kuningan Congratulations, Nagesh for the awards of Best Business Hotel 2013 in Asia and Indonesia’s Hotel of the Year & Leading Luxury Hotel Winner 2013/2014. What
was your initial reaction to the news?
Absolutely elated and truly appreciative of this great vote of confidence in our product and services.
What is the key to success to making The Ritz-Carlton Jakarta Mega Kuningan one of the Best Business Hotels in Asia?
Undoubtedly it is the commitment of our wonderful Ladies and Gentlemen, who tirelessly strive to enliven our Gold standards.
What does service excellence mean to you?
It’s all about delivering not just the ex-
pressed wishes of customers but also the unexpressed ones. It is all about anticipation and consistency and quality delivery of products and services.
How do you transfer the meaning of service excellence to your staff members so they will have the same view?
At The Ritz-Carlton, we have our Gold Standards, which are the founding principles of our philosophy.
It is through extensive communication and training that we transfer the philosophy to our Ladies and Gentlemen.
Creative people are always curious. How do your curiosities stimulate you to find something new?
Today’s world is all about innovation and if your job is your passion, there is no end to discovering and creating new offerings for our customers. It is our curiosity that keeps our world full of energy and engagement.
You were Director of Rooms, Resident Manager and are now General Manager. Tell me one thing you appreciated at each stop along the way.
Learning and more learning. I enjoy learning new things all the time. Moreover, I have truly appreciated the steady climb in my career, allowing me to perform in various roles under different leaders, allowing me to gain well-rounded knowledge.
Can you give us five reasons why we should stay at The Ritz-Carlton Jakarta Mega Kuningan?
• We are very passionate about taking genuine care of our guests • Our team is extremely focused on the details • We have very nice rooms • Our ancillary offerings complement or rooms very well • We provide a sense of tranquillity amid the hustle and bustle of Jakarta
Tell us a little about yourself. What are your hobbies? What is your favourite movie? Book? Where is your favourite holiday venue?
I am a very easy-going person. I love swimming a lot as it helps me to relax and energizes me. My favourite book is Winning by Jack Welch. I love Vienna and enjoy going there for holidays.
Marius von Tangen-Jordan, Resident Manager The Ritz-Carlton Jakarta Mega Kuningan Can you tell us a little about your current duties and responsibilities as Resident Manager The Ritz-Carlton Jakarta Mega Kuningan?
I oversee the operations of the hotel, which include employee satisfaction, guest satisfaction and profits within Rooms, F&B, Culinary and Engineering.
What do you find most challenging about your role?
It is easy to become number 1 in the Hotel market but to constantly remain number 1 is very difficult, as you are constantly scrutinized by guests and competition.
In general, how do you think the hotel industry is performing in Jakarta at the moment?
The first quarter has been difficult for the industry, due to many holidays and flooding, however The Ritz-Carlton, Jakarta Mega Kuningan has had a very strong quarter and I believe the year is going to be very good. We expect to grow both Average Daily Room Rate and total revenue as Jakarta is becoming a more desirable investment location.
What are the growth plans at The Ritz-Carlton Jakarta Mega Kuningan?
The property is a landmark hotel in Jakarta because of the hard work our Ladies and Gentlemen have put in over the last eight years. A lot of competition is due to come into the market in the next few years, which I think is great! It is very easy to build a new and beautiful five-star hotel in Jakarta; that just takes money and this city has plenty of it. However, without the perfection and care of its employees, a new hotel simply becomes a beautiful building. As a hotel and brand we will always be the best hotel in the city as our Ladies and Gentlemen keep delivering consistent and flawless service, which is very difficult for our competition to replicate. In- novation is critical and The Ritz-Carlton Jakarta, Mega Kuningan keeps rolling out unique creations from the likes of The Cookie Shot, Molecular Nasi Goreng, farm-to-table produce as well as Chef Jordi’s signature ice cream that is crafted from nitrogenised mousse; known as The Live Painting.
You were Executive Assistant Manager, Assistant Rooms Executive, Opening Hotel Night Manager, Director of Guest Services and Resident Manager. Tell me one thing you appreciated at each stop along the way?
I appreciate the friendships I developed all over the world, which make me realize how small the world really is, and that we are really not that different after all, regardless of religion, education or skin colour.
What values can you share with our readers regarding life, passion, business, and contribution to others?
In school, I never received particularly good grades, even though I studied hard. Growing up, I came from a simple and humble background. I have been successful in this business because I worked harder than everyone else next to me. I achieve positive results and in the end, that is what matters to your employer.You need to show positive results, which effect employees, guests and profits on an ongoing basis.
Tell us a little about yourself. What are your hobbies? What is your favourite movie? Book? What is your favourite place to holiday?
My favourite travel destination is the countryside of Bali. I find people there to be very friendly and helpful. I own a Harley Davidson motorcycle and my favourite ride is along the coastline in Karangasem, Bali. This area is not too commercialized; it is clean, yet convenient. I recommend everyone I know to stay at Villa Flow, an outstanding villa hotel, which makes their own chocolates, from their own garden. They grow over 50 kinds of fruit and vegetables, and the service is impeccable. I scuba dive, I am a terrible golfer and I like gardening.
Marius vonTangen-Jordan & Nagesh Chawla