The Perfect Blend of Passion and Professionalism
Providing exceptional service to guests has always been a lifelong goal of Amitabh Rai. His drive to improve service and make an impression on each and every guest has kept him in the hospitality industry. In his current position as Cluster General Manager of The Ritz-Carlton Jakarta, Mega Kuningan and JW Marriott Hotel Jakarta, he is committed to leading his employees to success and making sure that their offerings are constantly improved to satisfy the high standards of the luxury market.
Q: How did you debut in the hospitality industry and what drove you into it?
A: I entered the industry to make a difference in how guests experience luxury and comfort. Over time, I realised that hospitality goes beyond service. It’s about creating indelible marks on everyone who walks through the door.
Q: What strategies have you implemented to maintain the high standards of luxury at these properties?
A: We strongly emphasise training, ensuring our staff not only meet but exceed guest expectations. At the same time, we’re continuously evolving our offerings, whether through signature dining experiences, wellness programmes or unique cultural touches, to ensure we remain at the forefront of the luxury market.
Q: What makes these properties stand out from other properties you’ve worked in?
A: The Ritz-Carlton Jakarta, Mega Kuningan and JW Marriott Jakarta are truly unique, not only because of their locations in the heart of such a vibrant city but also due to the legacy they represent. Being the first Ritz-Carlton in Indonesia, The Ritz-Carlton Jakarta, Mega Kuningan holds a special place in the country’s luxury landscape. What truly distinguishes these properties is the personalised approach. We pride ourselves on understanding our guests on a deeper level, and anticipating their needs before they even have to ask. Combined with the rich cultural influences woven into the guest experience, these properties stand out as benchmarks of luxury and service, unlike any others I’ve had the pleasure to manage.
Q: In your opinion, what qualities make a great hotelier?
A: I believe a great hotelier embodies three essential qualities, which I refer to as the three hearts. The first is what I call the warrior heart, a heart that never gives up, and always perseveres and strives for improvement. The second is the server’s heart, which is characterised by the ability to prioritise others, a high degree of empathy and genuine care for people. The third part is what I refer to as the child’s heart, which embodies the ability to have fun. Regardless of the workload or stress, it’s essential to maintain a sense of joy.
Q: What challenges do you face in managing such a high-profile luxury property in this dynamic city, and how do you overcome them?
A: One of the challenges is keeping pace with the city’s rapid growth while ensuring our two hotel brands remain timeless. We overcome this by staying agile and adapting to emerging trends while holding on to the core values of luxury and exceptional service. Whether integrating technology to enhance the guest experience or building strong relationships within the community.
Q: You started your journey in hospitality over 25 years ago. The hotel industry is obviously quite different, but how would you say hospitality has changed as a whole?
A: In the past, luxury was defined by opulence and grandeur. Today, it’s about personalisation and creating meaningful experiences. Technology has transformed how we interact with guests, from check-ins to unique sensory dining experiences. However, while technology plays an important role, the essence of hospitality, human connection and genuine care remains unchanged.
Q: Do you have any advice for aspiring hoteliers trying to succeed in this industry?
A: For those looking to enter this field, it’s a fantastic industry if you genuinely enjoy being around people and have a passion for serving them. Whether it’s your guests or your team, if you have a desire to make a positive impact, then this is the right path for you.
Asia Dreams Volume 53
The Ritz-Carlton Jakarta, Mega Kuningan
Jalan DR. Ide Anak Agung Gde Agung
Jakarta 12950, Indonesia
T: (+62) 2125518888
E: jktrz.reservation@ritzcarlton.com
W: ritzcarlton.com
IG: @ritzcarltonjakarta
JW Marriott Hotel Jakarta
Jalan DR Ide Anak Agung Gde Agung
Jakarta 12950, Indonesia
T: (+62) 2157988888
E: mhrs.jktjw.res@marriott.com
W: marriott.com
IG: @jwmarriottjkt
