A Chromatic Vision of Hospitality
Though this isn’t his first tenure in Bali, Ian McDonald Cameron still notices something new about the island’s hospitality scene, even with over 40 years of experience in his back pocket. He has been leading the team at Merusaka Nusa Dua for the past couple years with a particular vision, one that contains a chromatic outlook of hospitality.
Q: When you first arrived in Bali in 1989, did you ever think you would come back and establish a long-term career here?
A: Not really. I was in my 20s at that time, ready to travel and explore the world. I haven’t done all that bad, but I have yet to cover the entire globe. But for now, I’m very happy to call Bali my home. It hasn’t always been a set plan, but what is life if not for the unexpected turns?
Q: What makes Bali such a special place for hospitality that you eventually found your way back?
A: Bali remains a very special place. When I was doing my studies in the United Kingdom, it had always been my desire to come to Asia. You can do so many more things within the hospitality industry here than you can afford in Europe or other parts of the world. Bali remains special because of the tenacity of its culture. There are many other beach resort destinations and tropical tourism magnets, but there is only one Bali. There is a distinct, multifaceted culture that has continued to thrive and be strong on this island, one that continues to bring people back here for their holidays.
Q: After some years away, what new things have you been noticing about Bali’s hospitality scene today?
A: Bali continues to change over the 38 years that I’ve been visiting and working on and off the island. That doesn’t show signs of stopping. Of course, successful tourism can in some ways damage the destination itself if it gets very successful. There’s been many changes in Bali; you can see it particularly in the south, which is now spreading into other areas as well. But the culture here is so strong that it remains an attractive destination for holidaymakers across the world.
Q: How does your background in food & beverage management influence the way you lead now as a general manager?
A: There are many routes to becoming a general manager. Any position within the hotel can lead to it. Food and beverage is a very good one because you are very much focused on service. It’s all about giving guests the absolute best experience possible, which isn’t always the case with some other disciplines within the hotel ecosystem. As a general manager today, I’ve relied a lot on my past experiences in event management, restaurant management, and operating from the back of house in food and beverage management. It made me more attuned and ready to anticipate things that work towards guest satisfaction.
Q: What are some things about Merusaka Nusa Dua that prompts you to stay, even after nearly five years?
A: The happenings at Merusaka over the last five years have been very interesting. I joined the property just coming out of the pandemic, and there was much ground to cover in order to bring the property back up to a good standard. There was a lot of work to do in rebuilding the staff and management team, and seeing them back in the groove excites me. There’s also been constant change that is due to continue; for example, we are planning a refurbishment of the entire property rooms for next year. That’s something I’m looking forward to, as it’s one of the many ways we continue to raise the quality and standard of Merusaka. So, things are very much alive and changing in the right direction.
Q: If you have to distil the Merusaka experience into one word, what would it be and why?
A: It’s difficult to consolidate this dynamic experience into one word. I would say, though, Hospitality from the Heart would probably be more of an apt catchphrase. We have an outstanding team of staff here. They help create this impeccable atmosphere at the property that might not be prevalent in all properties in Bali. The attitude of our staff here towards giving friendly, attentive, and personalised service is outstanding. I’m immensely proud of that.
Q: What’s your vision for Merusaka Nusa Dua for the next five years?
A: Refurbishment of the property is certainly a huge undertaking, especially in terms of the facilities. I have a vision to make Nusa Dua a more attractive destination in terms of activities and offers, and I want Merusaka to play a hand in that. But beyond that, at our core, it all contributes to our ethos of maintaining that idea of Hospitality from the Heart.
Good service is a prerequisite for any five-star property. One way to describe it is that it is black and white; in a restaurant, for example, getting the right food to the right customer at the right temperature at the right time all constitutes good service. But that is not hospitality. Hospitality is full colour. It goes beyond to make the guest feel that they’re having a real experience through enough engagement with the staff to make it personalised without being overbearing or intrusive. That’s what I want to maintain and keep.
Asia Dreams Volume 60
Merusaka Nusa Dua
Kawasan Wisata Nusa Dua Lot S-3
Bali 80363, Indonesia
T: (+62) 3612002900
E: hello.merusaka@meruhotels.com
W: merusaka.com
IG: @merusaka.nusadua
