Sven Fitjer General Manager of The Hermitage, a Tribute Portfolio Hotel, Jakarta
Q: It has been around half a year now since you started your current position. How does it feel to be back in Jakarta after a spell in Bali at The Laguna Resort and Spa, a Luxury Collection Hotel?
A: It feels fantastic! I am quite familiar with the market as I spent almost two years at Kempinski a little while back. Some things have changed but not a whole lot that I’ve seen. The hospitality industry is such a small world that you often meet familiar people again. Jakarta is almost like a home away from home so it is nice to be back here, especially as general manager of such a unique property like The Hermitage.
Q: What changes have you implemented/begun to implement since you took the reins? And could you share some of the things you have planned for the hotel in the future?
A: One of the big things I have implemented is obviously transitioning the Hermitage into a Legacy Starwood property – now under the Marriot group. There were a lot of things that needed to be introduced not only to the guests but also to the staff, such as the Starwood Preferred Guest programme. One major focus point is to create not only awareness of the Hermitage as a remarkable hotel itself, but equally awareness that it is part of the now biggest hotel chain in the world, namely Marriot. This comes with all the existing advantages, especially the best and richest hospitality customer loyalty program.
Q: You are no stranger to Asia Pacific’s hospitality industry as well. Could you share a few interesting trends and changes that have largely influenced the industry?
A: This year, we expect to see the rise of the millennial traveller as a dominant new consumer group with social media increasingly impacting consumer purchasing decisions. In addition, the concept of conventional hospitality is morphing into a hybrid technology and genuine personalised service.
Hotels need to be forward-thinking about changes in the market and how those changes affect marketing, services and operations. The increasingly competitive market requires hotels to craft strategies around capturing greater market share. Actively monitoring rates and formulating revenue-management strategies that include alternative accommodations in a competitive set are paramount in staying on top of our game.
Q: What can you tell us about the unique traits and character of The Hermitage, a Tribute Portfolio Hotel, Jakarta that your clientele can’t find anywhere else?
A: First of all, of course it’s the history of The Hermitage and the building. Combined with a very tasteful design, modern up-to-date technology and smartly laid out rooms, you have a hotel you cannot compare with anything else here in Jakarta.
We have been called an oasis in CBD Jakarta, a haven within a hectic and fast-paced city, giving a residential and especially safe feel just minutes away from the CBD. More and more corporate guests are discovering us, and they come back to us because of these experiences we give. In addition, let’s not forget La Vue Rooftop bar, which offers a fantastic 360-degree view over the Menteng and CBD skyline of Jakarta, and simply one of the best sunset views in the city!
Q: What advice can you give to budding hoteliers and hospitality professionals trying to make it big in the industry?
A: The word “hospitality” in the New Testament comes from two Greek words. The first word means “love”, and the second one means “strangers””. Put it together and it means love of strangers. However, showing love to strangers is not always easy in the hospitality industry. It is a demanding field of work that will wear you down quickly if you don’t have the passion for it.
And then you have to discover for yourself, as early as possible, what you want to be in the industry. If being a general manager is your goal, then you should focus your entire career onto reaching for that goal. Without this clear aim in mind, you cannot go far. You cannot go in blindly. And do not be tempted to take any shortcuts or quick ways. You need to put in the hard work and let it mould you into an experienced individual who knows what to do in any situation and be decisive when it comes to taking huge decisions. So my advice is develop a deep passion for the industry, hold your end goal clearly in mind, and never be tempted to take any shortcuts.
Q: Lastly, can you please share your experience in working together with Exquisite Media so far?
A: Our experience working with Exquisite Media has been positive, and we’ve been working more closely together in the last two years, with programs like Celebrate Jakarta and Dream&Dine this year. Exquisite Taste and Asia Dreams have a great reputation among our market, sharing F&B trends and giving relevant and timely updates from the hospitality industry.
