Marco Groten, General Manager at Alila Villas Uluwatu
As one of Asia’s finest five-star destinations, Asia Dreams took a trip down to the dazzling, clifftop grounds of Alila Villas Uluwatu in Bali, to meet with the resort’s much-loved and admired General Manager, Marco Groten. As we strolled through the immaculate and manicured gardens, admiring the unique architecture and breathtaking panoramic vistas, Marco’s presence was, without exception, met with the most genuine and heartwarming smiles from his Alila Villas Uluwatu team, all of whom he’d personally greet by name.
As we reminisced about his time in Indonesia, when he first arrived in 1996 to his second stint from 2009 to present, we soon learned Marco’s respectable approach to managing his team, and as such, his respected reputation throughout the resort. A true admirer of Indonesia, its culture, its people and its potential, Marco has taken the time to fully immerse himself into all that the country has to offer, and it’s certainly rubbed off in his managerial success.
Bringing his personalised and authentic touch to the resort, whilst incorporating his worldwide experience from exotic locales around the globe, we discovered yet more reasons as to why Alila Villas Uluwatu continually ranks as a number one destination in Asia.
Q: Today you’re the General Manager for one of Asia’s most breathtaking resorts, but what first sparked your interest for hospitality?
A: I was a paper boy in the little village where I grew up and each morning, my last stop would be at the local cafe. Very often, because the cafe stayed open quite late, the boys and girls running the place would still be cleaning up, so they’d invite me in for a drink. I was only 14 years old at the time, but the owner offered me a job to work with them. I started off as a dishwasher, and that was officially the start of my career in the hospitality industry.
Q: So what got you hooked?
A: Simply the passion. Hospitality is the type of industry that you really need to enjoy and love. The days can be long and the work can be tiresome, so in order to survive, it has to be worth it. For me, it was, and still to this day I wake up every morning looking forward to the working day ahead.
Q: You’ve since worked around the world in glamorous locations such as the Maldives and Thailand. What has kept you coming back to Indonesia?
A: I started my career here in Indonesia back in 1996. I was lucky enough to work for a company that was part of a much bigger travel conglomerate with offices all around Indonesia. I would visit the offices and explore different parts of Indonesia, from Sulawesi and Maluku, to Sumatra and Sumbawa. I absolutely loved it.
So coming back to Indonesia to join the Alila group in 2007 seemed like a very logical and destined decision. Seven years later, I speak the language fluently, my family is from here, and I’m delighted to call Indonesia home.
Q: And how do you think Indonesia’s hospitality industry compares to elsewhere in the world you’ve worked?
A: Quite simply, hospitality is in the DNA of Indonesian people, especially the Balinese. It’s something that we do not need to teach. We might have to explain which way a knife and fork sits on a table, or how to pour wine properly, but hospitality itself, which is essentially being welcoming, friendly and wholly accommodating, just comes naturally here.
So as a general manager it’s such a joy to work in Indonesia. It’s a joy to see people who are really eager to learn, happy to be taught new skills, and driven to reach new heights. It’s a very special place to be and people visiting Bali certainly recognise and appreciate this and therefore always come back for more.
Q: So what management approach do you usually take with your team and how do you drive them to always be at their best?
A: I’m very lucky that my team have always been very loyal to Alila Villas Uluwatu. So what I find works, especially for the senior management, is to give them lots of space and freedom. Of course I will be there to guide and support them, but I also want to empower them to make their own decisions. I help them on this journey by leading by example. If my team is expected to remember the names of all of our guests, then I need to remember all of their names, too. Even though I have over 350 staff members, I know all of their names, I’ve taken the time to learn who they are, and I know what their personal interests are. If I do that for them, then they will do that for the guests. And finally, it’s also very important to me to see people growing within the organisation.
Our F&B manager, for example, is a homegrown team member who’s been with us for seven or eight years. He’s worked himself up through the ranks and now thrives in a top position. I only ever want to encourage this, so I like to give people new challenges, often moving them to different positions, making sure they are open to change and evolution, because that’s essentially what Alila is as a brand.
Q: So what is it about Alila Villas Uluwatu that stands out from the rest? What’s your competitive edge?
A: It’s a combination of many things. Firstly, the design. The hotel is very striking and very different to most resorts in Indonesia, something that has always kept us in the limelight. Secondly, the hospitality that we provide. We are casual, yet we understand boundaries.
We work out who wants privacy or not, who wants to engage or not, and who wants to be pampered – that sort of personalised service is very important to us. And finally, it’s in the spaces that we create, by being in tune with the local environment as well as being truly Indonesian when it comes to the food we serve, the journeys we take our guests on and the experiences we create. The combination of all these different elements creates a truly unique experience, and that’s where we really set ourselves apart.
Q: Talking of journeys, whilst standing as the opening GM of Alila Villas Soori back in 2009, you introduced the West Bali Journeys concept to the resort. Can you tell us more about this?
A: After coming to Bali for the past 20 years, I realised that a lot of tourists only get to see a certain side of the island. I’ve been amazed by so many things most people seldom get to see, so when we opened Alila Villas Soori in west Bali – a place that feels like it’s 20 or 30 years in the past – it was the perfect opportunity to develop a journey through this traditional side of Bali. The journey takes guests to various temples, palaces, coastlines and treks, as well as different activities like horse riding on the beach.
It’s truly eye opening to see that Bali still has such a thriving culture and untouched landscapes. Unsurprisingly so, the program has been very successful and most guests rave about how they’ve really seen something different.
Q: Do you offer similar journeys here at Alila Villas Uluwatu?
A: Since the south of Bali is a little more developed compared to west Bali, here we do a Journey to Enlightenment where we offer private access to five of the holiest temples, complete with a Balinese priest and cultural tours and explanations. We also offer a boat trip around the Bukit area to different exclusive beaches that not many people have been lucky enough to visit. From private bays to secret surf breaks, there are all sorts of beautiful sights to discover.
Q: This edition of Asia Dreams focuses on Dream Weddings. Why do you think Alila Villas Uluwatu continually ranks as the number one spot to say “I do” in the region?
A: I think for starters, we’re very different to our competitors because we don’t simply offer chapels or air-conditioned spaces. Instead, we like to keep things open and natural, like our Sunset Cabana and now our new Wedding Cabana that are both completely al fresco without any glass around them. Beyond that, and being the exclusive resort that we are, we also allow for only one wedding a day.
We have created a niche in the market with particular guests who simply love coming here. If that wasn’t enough, we also have a great team on hand to look after each wedding. They’re not just wedding organisers, but instead a team of skilled individuals who assist in absolutely everything and anything, from flowers and music to the ceremony itself. It’s very personalised, thoughtful, and extremely special.
Q: Beyond your new Wedding Cabana, what other new concepts can we look forward to?
A: Most recently we have opened our new restaurant, Quila. It serves a maximum of 10 people per night, and upon reservation, Chef Marc asks each guest what they like and do not like, and creates a personalised menu accordingly. It’s not meant to be formal fine dining, but instead a exploratory journey that touches every sense. It’s already a huge hit.
Then in July 2017, we are opening a new resort next door to Alila Villas Uluwatu called The Cliff. It will be a freestanding hotel with 56 suites and it’s own entrance, and caters to a slightly younger crowd. There’ll be an entertainment area with fantastic restaurants, as well as a high-end day club for lounging in private cabanas poolside with great food and music, right on the cliff’s edge.
Q: It sounds phenomenal! So what advice would you give to budding hospitality enthusiasts who might want to join the Alila team?
A: I would say that knowledge is important, but attitude is crucial. If you have the right attitude, are open minded and want to learn, then there’s no doubt you will go very far in the hospitality industry. I always say, it’s not just a job, it’s a lifestyle – so be ready for it. Days will be long, you’ll be working during Christmas, Galungan and Nyepi, but you’ll certainly enjoy endless job satisfaction.
