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

Maxx-M - - PROFILE - Pho­tos by The Ritz-Carl­ton Jakarta Mega Kuningan

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

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