Q: How would you describe your responsibilities?
A: As the Director of Operations at Ashley Hotel Group, I oversee team performance and ensure exceptional guest experiences across all our properties. My role involves embodying our brand values of personalised service and heartfelt hospitality in everyday operations. This includes supporting hotel managers, driving service innovation, monitoring guest satisfaction and empowering each team to consistently deliver their best. Ultimately, my focus is on harmonising people, performance and purpose.
Q: What makes your property different from others?
A: Each Ashley Hotel is designed from the guests’ perspective as a boutique hotel group. We reject a one-size-fits-all approach because each property has its own soul, character and charm. From design and ambience to personal touches, every Ashley Hotel offers a unique experience, yet all share the same commitment to heartfelt hospitality.
Q: What is the most challenging part of your job?
A: Managing people is the most challenging aspect of my job. Not because they are difficult, but because great hospitality starts from the heart. Finding individuals who genuinely love to serve is not always easy. Skills can be taught, but the desire to care must come naturally. My challenge is to build a team that understands our standards and is motivated to go the extra mile every day. Once we find those individuals, the next challenge is keeping them inspired.
Q: What is the most essential trait to have in your work?
A: For me, the most essential trait is the ability to manage people effectively, stay in tune with guest trends and think creatively. Hospitality is constantly evolving, and understanding what guests want before they ask is crucial. I also believe in continually refreshing our products and experiences; even a small creative change can transform a good stay into an unforgettable one. It is the combination of people skills, market awareness and innovation that keeps our service relevant and engaging.
Q: What do you find most satisfying about your work?
A: I find it rewarding when a strategy or programme that started as an idea comes to life, is embraced by the team, appreciated by guests and contributes to the hotel’s revenue. One example is our Guest of the Day programme. The team adopted the simple idea of making service more personal by observing small guest habits and transforming them into heartfelt surprises. This initiative has been remarkable. Guests began sharing their experiences online, returning for the same warmth, and we saw a clear impact on reviews and bookings.
Q: What does your day off look like?
A: I am very much a homebody. A day off usually means taking over the kitchen. I love cooking for my family, and they rarely leave any leftovers. It is my happy place, filled with quiet moments, delicious aromas and laughter around the table. No meetings or reports, just good food, quality time and, if I’m lucky, a well-earned nap.
Asia Dreams Volume 56
Ashley Tanah Abang Jakarta
Jalan K.H Wahid Hasyim, Tanah Abang
Jakarta 10250, Indonesia
T: (+62) 2150848000
E: rsv3@ashleyindonesia.com
W: ashleyhotelgroup.com
IG: @lifeatashleyhotels
