"..those guests to-date have become loyal fans who would follow me wherever I work. They know they will be in good hands."
I met Jack 6 years ago at the time he was general manager of the beautiful Alila Anji in Zhejiang, China. Jack has since returned to his hometown Bali, and is now the managing director – Indonesia of the award-winning Mandala Group. Jack has 26 years broad hotel experience and various service awards. 18 operational years, 8 years in commercial role, 15 destinations and five countries.
1. What do you do at the Mandala Group, Indonesia?
I am currently the group’s Managing Director in Indonesia with 4 diverse verticals from beach club to management service, from members-only project to real estate.
2. Tell us about your journey, how did it all start?
It all started back in the 90s when it was either a choice of what your parents wanted you to do: a stable life; or what I really wanted to do: travel the world and live in different cultures.
3. Can you tell me about your first job in the hospitality industry?
I had three actually during the same period. Early mornings as waiter at Sydney’s then iconic hotel, the one with a big Coca Cola signage at Kings Cross. Lunch time as waiter at an Italian fine dining. Evening as banquet and bar attendant at a Museum near the Opera House.
4. How would you define the purpose of a hotel?
It can be as simple as a place to bed after a long flight, or a place to celebrate many things in life (million dollar deal , birthday, wedding, date, break-up, an escape during covid).
5. What education have you received in hotel management and hospitality?
Bachelor Degree from the Blue Mountains Hotel School – Sydney and a Master Degree from University of Sydney, specialising in Marketing & International Business.
6. What motivates you about working in hospitality?
No two days are the same in hospitality.
7. Why do you want to be a manager for this hotel chain?
I want to be out of the box and go for something different from the regular hotel chains. Mandala is special, it is a company with 4 principal business verticals: Membership Clubs, Real Estate Development, Management Service, and Event Programming which compliments its physical spaces and its large digital community.
8. What is your leadership style?
Servant leadership – I prioritizes the growth, well-being, and empowerment of associates. I foster an inclusive environment that enables everyone in the organization to thrive as their authentic self. All to move towards optimum result.
9. What are your greatest strengths?
Versatility – When most hoteliers only work typically in a particular set style of hotel like boutique hotel, convention hotel, I am blessed to have worked in a variety of set ups, small, large, remote, city high rise, island, mountain, jungle.
Adaptability – Be it in South East Asia or East Asia or Oceania. There’s a clear benefit having moved regionally with the jobs.
10. In your opinion, what is the most challenging aspect of a hotel manager’s job?
The human aspect, from seeing the joy of shareholders / owners celebrating another deal, to the fragility of the industry during pandemic.
11. How would you motivate the staff of this hotel to try their very best each day in work?
More one-on-one with the associates. Be it just a coffee chat prior to the shift, a round of elevator trip, or lunch time. Be there, be available.
12. Please walk us through your typical day at work.
I start the day at 7am, drill through plans & objectives for the day. 9am hold daily executive meeting. I keep it within 30 minutes. The rest of the day attend calls, meetings with clients, associates, potential talents; and deal with all sorts of trouble-shooting sessions.
13. Have you in the last 12 months read something or taken a class about hospitality?
Yes, The Monk Who Sold His Ferrari. I read it 3 times and every time after I re-evaluated my work, life, and what’s beyond. Because of the book I went to the Himalayas earlier this year.
14. Talk about a successful work project. What was your goal? What was the result?
I enjoyed conversions & re-positioning. In Six Senses & Alila, there were a long list of projects from turning around an idle space (many with very little investment) into revenue-generating 3D family restaurant, hot pot hut, sustainable farm-to-table dining by the lake, a speak easy bar, and the list goes on. It was always a happy ending when you see the smile of your guests, team and community.
15. How will you react to a negative review or complaint from a guest while staying at the hotel?
I thank them. I connect in person. I own it. I don’t delegate. In my journey, those guests to-date have become loyal fans who would follow me wherever I work. They know they will be in good hands.
16. How do you stay current with industry trends?
Read. Travel. Connect. Collaborate. Learn from the young ones.
17. What do you see yourself in 5 years？
Enjoy more what I do. More travel. Give back more often. Learn new hobbies or another language. And it helps me changing hairstyle or glasses once in a while.
18. What are your interests outside of work?
Help those in needs. Cigar. Single malt. Lo-fi music. Read. Travel, lots of travel.
19. What advice would you give to youngsters joining the field?
Be different. Be entrepreneurial. Get out of your comfort zone. Master your skill. Don’t prioritize on money, or prestige so soon, or complain the long hours at work. Remember, people shine at different times.
