A Sense of Belonging
Serviced residences thrive on intuitive care, offering a level of personalised warmth that sets them apart from conventional hotel stays. At Ascott Sudirman Jakarta, General Manager Melvin Jonathan Kindangen focuses on small details that turn extended stays into a second home. He shares his perspective on building trust with his team and delivering attentive care with commercial clarity.
Q: Your early career was rooted in food and beverage operations. How did those formative years shape your approach as a general manager today?
A: Food and beverage gave me a very practical understanding of how a business works. It is a fast-moving environment where guest expectations, costs, staffing, and revenue must all be managed simultaneously. You learn quickly that some decisions cannot wait until tomorrow. That experience still influences the way I manage today. I like to see what is actually happening on the ground, understand what is affecting the operation, and then act on it. I started my career by looking after individual guests, and today, my responsibility is to create an environment in which an entire team can consistently deliver that same level of care.
Q: Having previously managed highly diverse hospitality portfolios, what key leadership lessons did you bring to Ascott Sudirman Jakarta?
A: The biggest lesson is that every property has its own character. What works in one hotel or residence may not work elsewhere, so a leader has to adapt without losing sight of the fundamentals. When I joined Ascott Sudirman Jakarta, I did not want to come in and change everything immediately. I spent time getting to know the residents, the team, and how the business operated day-to-day. From there, we could identify where improvements would make the most difference. My role is to provide direction, remove obstacles, and give the team the support and confidence to do their jobs well.
Q: What has been the most exciting part of guiding this premium serviced residence over the past five months?
A: For me, the most exciting part has been seeing the property’s identity continue to develop with the team. A serviced residence has a different dynamic from a conventional hotel, as many of our residents stay for weeks or even months. They establish routines here, and the property becomes part of their everyday lives. That gives us a different kind of responsibility, and over the past five months, we have been looking closely at how we can make that experience even better. At the same time, we are strengthening our dining and commercial offerings. The property already has a strong foundation, so there is plenty to build on.
Q: The property welcomes both corporate executives and leisure guests. How do you make long-stay residents feel at home while delivering memorable stays for short-term visitors?
A: It comes down to understanding what each guest needs. For someone staying with us for several months, the little things matter. Knowing their routines, remembering their preferences, and making everyday interactions feel familiar can make a significant difference. We want the residence to feel like a comfortable home in Jakarta.
For a guest staying only one or two nights, we have much less time to create that connection. The arrival, the first interaction with the team, and the small details throughout the stay therefore become even more important. I do not think memorable hospitality necessarily comes from grand gestures. More often, it is about being attentive, sincere, and getting the details right. The length of the stay may vary, but every guest should leave feeling genuinely looked after.
Q: Given your strong F&B background, do you plan to introduce any new dining concepts to the property?
A: We are evolving our dining concepts with the market in mind. SERAMBI Restaurant is expanding into a stronger all-day dining destination that combines international dishes with a distinctly Indonesian character. We are also transforming the lounge into /RSRVE, an evening venue centred around robatayaki, with warm cocktails featuring tea and single-origin cocoa. On the events side, our team is developing more bespoke banqueting packages, allowing us to respond to different client requirements rather than offering a one-size-fits-all approach. For me, F&B should be an important part of the property’s identity, not simply another hotel facility. At the same time, creativity has to make commercial sense. The concepts need to have the quality and consistency to bring people back.
Asia Dreams Volume 60
Ascott Sudirman Jakarta
Ciputra World Jakarta 2
Jalan Prof. DR. Satrio
Jakarta 12930, Indonesia
T: (+62) 50837878
E: reservation.asj@the-ascott.com
W: discoverasr.com
IG: @ascottsudirmanjkt
