A MOST HOSPITABLE GENTLEMAN
NAGESH CHAWLA IS THE GENERAL MANAGER OF THE RITZ-CARLTON JAKARTA, MEGA KUNINGAN. BEING IN CHARGE OF ONE OF THE INDONESIAN CAPITAL’S PREMIER FIVE-STAR HOTELS. CHAWLA HAS THE RESPONSIBILITY OF MAINTAINING THE HOTEL’S GLITTERING REPUTATION AND THE BRAND’S GOLD STANDARDS OF SERVICE. HE TALKED TO ASIA DREAMS ABOUT HIS PASSION FOR THE JOB, WHEN IT’S OKAY TO DELEGATE AND WHAT HE SEES IN JAKARTA’S FUTURE.
The motto of the Ritz-Carlton Hotel Company is “We are Ladies and Gentleman serving Ladies and Gentlemen.” The phrase encapsulates the brand’s philosophy towards service – always trying to anticipate guest’s unspoken needs. It’s also why members of the staff at Ritz-Carlton Hotels are always referred to internally as Ladies and Gentlemen. The leader of the Ladies and Gentlemen of The Ritz-Carlton Jakarta, Mega Kuningan is Nagesh Chawla. After getting his start with Marriott International in 2001, Chawla quickly ascended the company’s corporate ladder by taking on management positions in hotels across the world. He eventually landed in the Indonesian capital in 2009 when he took on the role of General Manager at the J.W. Marriott Hotel Jakarta. In 2011, he was tapped to move across the road to take the reins at the storied The Ritz-Carlton Jakarta, Mega Kuningan. Leading a massive hospitality team and having to maintain the brand’s incredibly high standards might seem like a terribly stressful job, but Chawla sees it as just the opposite – an utterly rewarding experience in which he relishes every opportunity to make sure his guests are having the best stay possible.
Q: Before you got into hospitality, you studied engineering in Germany. Why did you make the switch to the hotel industry?
Nagesh Chawla: It was always my dream to work in hotels. I didn’t have to think twice before I decided to pursue this career. So that’s why I made the switch, I wanted to live my dream, clichéd at it sounds but that is exactly what I am doing today.
Q: When you began your career with Marriott International in 2001, did you ever imagine that you would one day become GM of a five-star hotel?
Nagesh Chawla: Yes, I did see myself being a GM. That vision kept me going; it ignited my passion for the hospitality industry even more. More than my motivation, it became a strong reason as to why I made the switch to Marriott International, because it was a company that supported young professionals based on performance. I knew that my hard work and dedication would help me to meet my aspirations at Marriott International.
Q: Give us an example of some of the small details you check to make sure service and standards are up to your standards at the hotel?
Nagesh Chawla: The Ritz-Carlton Hotels are known for their impeccable quality of standards that anticipate the unexpressed needs of our guests. We have very clear guidelines focusing on brand standards to ensure that we communicate the same brand voice and experience through all of our hotels around the world. This goes for service quality, even marketing collaterals as well as the attitudes of the Ladies and Gentlemen towards our guests. That’s why it’s very important to focus on those consistencies of the brand standards.
Q: Is there any amenity in particular that sets The Ritz Carlton Jakarta, Mega Kuningan apart from other five-star hotels in the city?
Nagesh Chawla: Yes, there is and it is called the Gold Standards, which Ritz-Carlton has and no other hotel company, not just in this city but in the world has. These are our commitment to quality and guiding principles and this is exactly what sets us apart.
Q: One of the realities of the hospitality industry is that you will get guests who make unjustified complaints hoping to get free rooms, meals, upgrades etc? What is your approach towards dealing with those kinds of situations?
Nagesh Chawla: Again, our focus is always about satisfying all our guests. Yes, there will be very small percentage of the customers who may look at taking advantage of a situation but again our focus is on satisfying all of our customers. Our attitude is to trust in our customers, which is why our credo and motto comes into action. We have a philosophy of trust and believe in our customers.
Q: What does a typical workday look like for you?
Nagesh Chawla: My typical workday consists of an 8 to 8, where it is an equal mix between transactional and transformational activities.
Q: How would you describe your management philosophy towards delegation? When is it okay to hand an important task to somebody else and when do you feel the need to handle it yourself?
Nagesh Chawla: I’m very open to delegation but yet you have to be careful about delegation, because if not monitored properly things can get out of hand. Delegating a task usually falls under trusting the other person to take responsibility of what they were handed. So this helps build the trust around the hotel as well as a sense of urgency and respect. Therefore, I trust the people I work with and so I trust they wouldn’t fail at it because they know what is at stake whilst I monitor them from the sidelines. It is good to delegate, yet it is vital to keep an eye on some of the key matrixes.
Q: What are the most challenging and rewarding parts of your job?
Nagesh Chawla: There’s nothing challenging about it. Again, it is a very positive attitude that I come to work with and it’s all rewarding, it’s happiness. I’m living my dream. Every day is a reward for me to be at work where I enjoy and cherish, spending time with the Ladies and Gentlemen and with our customers.
Q: What was the last great dish you ate at one of your hotel’s restaurants?
Nagesh Chawla: By far, Chef Jordi’s absolutely delicious Prawn Carpaccio and the Artichoke soup at Lobo.
Q: When you stay at a hotel abroad, can you enjoy it or are you constantly looking at things through the eyes of a GM?
Nagesh Chawla: If your job is your passion, you always end up looking at things through the eyes of a GM. Can you enjoy it? Yes, you can enjoy it. Yet, you can always learn from other hotels, you can always pick up best practices and new experiences. Like life, this job is full of trial and error but it allows us to develop. This cycle enables us to learn our mistakes and work together to find solutions for them.
Q: You’ve lived in Jakarta for almost five years now. What do you think the city will be like in five more years?
Nagesh Chawla: Jakarta is a very strong growing market and everyday you see tons of improvements in the city. You’ll be seeing a lot of infrastructure coming in and I think in the next five years it will be an exciting, modern city where you can enjoy working as it offers you a great lifestyle. (www.ritzcarlton.com/jakartahotel)
