My Interview with The Sanchaya General Manager

The Sanchaya is located on Indonesia’s Bintan Island, a 50-minute ferry ride from Singapore’s Tanah Merah Ferry Terminal. The taxi ride from the ferry terminal to Changi Airport takes no longer than 15 minutes. Bintan is also easily accessible from Jakarta by plane.

The immigration and customs clearance from Singapore’s Tanah Merah Ferry Terminal to Bintan’s Bandar Bintan Telani Ferry Terminal was seamless and efficient. The Sanchaya is the only property on Bintan with its own VIP lounge in the ferry terminal.

What do you do at The Sanchaya?

I am the General Manager of The Sanchaya a luxury and sophisticated private estate on the island of Bintan Indonesia

Tell us about your journey, how did it all start?

My first job was in Sydney Australia as a function’s porter, this started my hospitality journey before moving north to Australia’s tropical islands where I enjoyed learning on the job working numerous departments in remote luxury and sometimes challenging environments.

What made you decide to pursue a career in the hospitality industry?

A passion for travel, people and embracing new cultures – having the opportunity to give back to the communities I reside and work in.

Can you tell me about your first job in the hospitality industry?

Fresh out of high school I joined a hotel in Sydney as a function’s porter, black and whites and a bow tie, setting and servicing our multiple function rooms, helping with luggage and hungry to learn in other areas when the opportunity presented itself.

What education have you received in hotel management and hospitality?

I am very lucky apart from numerous courses my real experience is learning by exposure and working hands on in multiple departments

What motivates you about working in hospitality?

People, product, community

Why do you want to be a manager for this hotel?

A belief and synergy with the product, a deep respect for our owner’s integrity and vision – a strong sense of comradery with my fellow team members who work tirelessly ensuring The Sanchaya lives up to its rich heritage.

A passion to continue to deliver extraordinary experiences upholding our reputation of superior customer service as Indonesia’s premier private estate.

What have and what will you try to accomplish in this hotel?

Hosted the leaders retreat of the President of Indonesia and Prime Minister of Singapore.

Successfully re-opened the estate after covid, strong staff retention, created a strong morale and positive work environment.

Introduced an Indonesian menu showcasing the wonderful flavors of our diverse archipelago as well as creative Vegan and Vegetarian options.

We have added two Padel Courts to the estate, completed a refurbishment of our Great House.

What category of guests do you receive? Leisure, business, domestic?

Leisure.

What attractions would you recommend to hotel guests?

Make the most of enjoying our estate, plus a bike ride around the tranquil nearby lake.

What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?

A commitment to excellence our renowned service and timeless elegance which defines every corner of our estate. Each aspect of our property blends heritage and luxury beachfront on the powder white sands and turquoise water of Bintan Island – all within a short ferry ride from Singapore.

Could you tell us about some new initiatives that the hotel has recently unveiled?

Our Mr. Morris Foundation has recently opened an inhouse hotel school for trainees allowing greater opportunities for local aspiring young hoteliers to follow their dreams

What incentives do you offer to travel agents and tour operators?

We offer 10% commission based on Best Available Rate in the Sanchaya website to Serandipians, Virtuoso and Preferred Platinum Agents with a perk of exclusive benefits as well

What are the sustainable practices that the follows?

The Sanchaya is committed to contributing to local communities whilst responsibly managing our environmental impact by eliminating single-use plastic, developing Eco-friendly amenities, reducing our food waste and cultivating own organic garden.

We also have undertaken to bottle water through a specialized purification and sterilizing plant on the premises.

The glass bottles are fully recyclable, we endeavour to save up to 80,000 plastic bottles a year through this initiative.

We always believe that sustainability is about doing the right things by ourselves, by our Artisans and by the planet.

15. In your opinion, what factors contribute to excellent customer service?

Team morale and spirit a happy team creates a wonderful heartbeat of genuine service which enhances the customer’s experience.

What is your leadership style?

Hands on, lead by example with an open-door policy.

What are your greatest strengths?

Dedication, patience and integrity to product.

In your opinion, what is the most challenging aspect of a hotel manager’s job?

Consistency.

Can you tell me about a time you worked collaboratively with staff members to improve hotel services?

We do this on a Daily basis ensuring we surprise and delight our residents.

How would you motivate the staff of this hotel to try their very best each day in work?

Knowing my team by name, walking the estate and greeting each staff member and appreciating their hard work and commitment.

Can you read financial statements?

Yes, an understanding of the numbers is critical and they do tell a story.

Have you handled a budget before?

Yes, we are finalizing our 2025 budget now pushing ourselves to achieve greater milestones.

Have you in the last 12 months read something or taken a class about hospitality?

I am about to sign up for another Cornell course on Hotel Design.

How will you react to a negative review or complaint from a guest while staying at the hotel?

Learn from it, ensure it is used as a motivational factor to improve.

How would you deal with a difficult customer?

Listen, learn and communicate with your team.

Have you or your hotel received any industry accolades and awards?

Conde Nast Traveler Readers’ Choice Award – Top Resort in Asia

LUXE Global Award – Best Luxury Boutique Resort in Southeast Asia

Travel + Leisure – Best Beach Resort in Indonesia

What are your interests outside of work?

Keeping active with jogging, boxing and Muay Thai training, reading and spending precious time with my wife and two dogs.

What advice would you give to youngsters joining the field?

Keep learning, try to experience as many departments as possible to have a greater understanding of hotel operations – have passion, integrity and don’t give up.