Leading with Warmth
Murti Kartikasari, known fondly as Tika, embodies the spirit of hospitality through empathy and connection. As General Manager of Holiday Inn & Suites Jakarta Gajah Mada, she continues to inspire her team with a people-first approach, blending professionalism with genuine care. Her path reflects dedication, curiosity and a genuine love for creating meaningful experiences.
Q: How did your career in hospitality begin, and what sparked your passion for it?
A: My journey began from a simple love for meeting new people and creating memorable experiences. I’ve always been fascinated by how hotels can make someone feel truly at home, even when they’re miles away. That warmth and connection inspired me to pursue this path, where every day is about making someone’s day a little brighter.
Q: From Duty Manager to General Manager, what shaped your journey and success along the way?
A: It has been a journey defined by learning and evolution. My early years as a Call Centre agent at Holiday Inn Resort Batam taught me the value of composure under pressure, quick thinking, and leading by example. As I progressed, I came to understand that true success goes beyond meeting targets. It lies in nurturing strong teams and empowering others to reach their full potential. I’ve been fortunate to learn from inspiring mentors and colleagues along the way, and it’s passion, perseverance and a sincere heart for service that continue to drive me forward.
Q: How did the opportunity to lead Holiday Inn & Suites Jakarta Gajah Mada come about?
A: After several rewarding years with IHG, I was ready to take on a new chapter that would challenge and inspire me in equal measure. The opportunity to lead Holiday Inn & Suites Jakarta Gajah Mada felt like a natural fit. The hotel’s blend of modern comfort, family-friendly atmosphere and strategic location in the city’s vibrant centre offered immense potential. I was drawn to the idea of shaping a passionate team and creating experiences that truly resonate with every guest who walks through our doors.
Q: What does a typical day in your role look like?
A: No two days are ever alike, which is what keeps this role exciting. My mornings usually begin with a walk around the hotel to greet the team and connect with guests, ensuring I stay close to the day-to-day heartbeat of the property. The rest of the day unfolds with meetings alongside department heads, where we review progress and upcoming priorities. I also make time to exchange ideas with the team on how we can elevate every guest experience. Each evening ends with a moment of reflection on what worked well and what we can refine for the next day.
Q: How do you define success?
A: For me, success is defined by the impact we create. It’s seen when guests leave with genuine smiles, when the team takes pride in their work and when the hotel grows in a way that is both meaningful and sustainable. Beyond numbers and results, success is about fostering an environment where everyone can grow with purpose, both personally and professionally.
Q: What do you believe is the key to successful leadership?
A: Empathy, communication and authenticity are at the heart of good leadership. A true leader listens, understands and gives others the confidence to shine. Leadership is not defined by titles but by the willingness to serve. When you lead with sincerity and heart, people are inspired to give their best. I also believe in recognising small victories and embracing challenges, as both play an essential role in continuous growth.
Q: What advice would you give to those aspiring to join the hospitality industry?
A: Be curious, stay humble and love what you do. Hospitality is about people: their stories, emotions and experiences. Be prepared to start from the ground up, because that’s where real learning takes place. Every smile you bring and every challenge you overcome will shape you. Above all, kindness remains timeless in this industry.
Asia Dreams Volume 57
Holiday Inn & Suites Jakarta Gajah Mada
Jalan Gajah Mada, Glodok
Jakarta 11120, Indonesia
T: (+62) 2129776800
