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Hotelier
Hotel Borobudur Jakarta is proud to announce the appointment of its new General Manager, Patrick Beck. His outstanding achievements in the hospitality industry will, without doubt, bring great success to the hotel’s future.
With more than 30 years’ experience, Patrick Beck has worked in international luxury hotels, on cruise ships and in F&B across Europe, America and the Middle East. His diverse background, passion and dedication has him taking a vital role in developing the property, guest satisfaction, quality F&B service and numerous other aspects of Hotel Borobudur Jakarta.
Q: Firstly, sincerest congratulations on your new role as General Manager of Hotel Borobudur Jakarta. With your previous position as General Manager of Discovery Kartika Plaza Hotel in Bali, can you share the story of your career and experiences so far?
A: Thank you. My appointment in Bali was my first time in Indonesia and I am very happy that within two years, the company trusted me to lead their bigger property in Jakarta. I have been working with Four Seasons, Accor and RCCL in different parts of the world and after more than 35 years in the industry, I’m still very energized and have no plans to stop anytime soon.
Q: You’ve worked with quite a number of luxury hotels and cruise lines over a variety of brands and target markets. What prompted you to work for Hotel Borobudur Jakarta?
A: After managing our five-star sister hotel in Bali, the Discovery Kartika Plaza Hotel, after two years I was asked to manage our flagship hotel, the iconic Hotel Borobudur in Jakarta. How could I refuse the opportunity to manage one of the best hotels in Indonesia? The transition has been very smooth, even if my new role is very challenging.
Q: Have you always known that you would make it big in the hospitality industry or was there a specific point in life when you realized that this was what you were meant to do?
A: I grew up in the hospitality business in France. My dad was a chef and I always enjoyed working with him. He was definitely very instrumental in my career choice. I attended the hotel management university in Bordeaux, France. After I graduated, I moved to the US and worked for the Four Seasons Hotels in Los Angeles and San Francisco. I always wanted to work for the best hotels and the Four Seasons was definitely the right place to be.
Q: Throughout your vast experience, what is the most challenging, as well the most rewarding, aspect for someone in your position?
A: The biggest drivers for me have always been the lust for adventure and challenge. There is no greater way to learn than to throw yourself into new situations with new cultures, people and tasks. This is why I decided to commence on a career in hospitality. There is a lot more work to be done, but I cannot forget my function as a GM: to be involved with the guests and the operation on a day-to-day basis. To do that, you have to be out there, to forge and maintain guest relationships, provide support to the employees and ensure the entire hotel team is continuing to provide the best service possible.
Q: With its long-standing prominence as a luxury hotel in Jakarta, Hotel Borobudur is well known for its high-quality services. How has this influenced your leadership approach and what further improvements can we expect now that you’re at the helm?
A: The foundation for success is to love what you do, no matter what business you’re in, and to be truly focused and dedicated to achieving high goals. It is also important to have well-trained and educated employees, who are equally determined to provide the best service. This combination has led to Hotel Borobudur Jakarta garnering several awards and accolades, as well as a very high guest return rate over the past 41 years. At the present time, it is a competitive market in the hotel industry, so it is very important to exceed guest expectations through personalized service and new innovations, especially with technology.
Q: What is the future like for Hotel Borobudur in, let’s say, 10 years? What big plans or major changes are you planning for the hotel?
A: The future looks very promising for Hotel Borobudur Jakarta; it is still going very strong after 41 years of dedicated service in the luxury hotel industry. We always have to focus on improving our guest services and facilities. Several projects are in the pipeline, including a full renovation of our master ballroom and the opening our brand new spa facilities by the end of 2015.
Q: Would you kindly share your take on the state of the hospitality industry in this region and Indonesia’s role in its growth over the last few decades?
A: I have only been here for almost two years, so this is not an easy one to answer. But looking at how new properties come or open in Bali, it looks like the hospitality industry is really flourishing, especially in Indonesia. Big brands are also opening their doors in Jakarta. With a population of nearly 250 million, Indonesia is definitely a huge market. But at the same time, we have to be careful to be able to maintain the ratio between rooms and demand, to make sure the market is not saturated and we do not overbuild.
Q: What are some of the key elements of success that will help Hotel Borobudur stay on top of its game in the high-end luxury hospitality industry?
A: Like in all high-end luxury hotels, some of the key elements of success are to maintain standards, to focus on details and to always try to innovate. Hotel Borobudur Jakarta has continued to raise its standards and we have developed the property as the years go by. But we have kept a lot of the culture and service levels, and everything about what makes Hotel Borobudur truly special. Many hotels lose the old-school attention to detail. My management style is to focus on luxury service standards. I like good old inn-keeping quality standards.
Q: What are the most underappreciated selling points of Hotel Borobudur that you think people should know more about?
A: Our safety measures are sometimes deemed too high for guests. We are located in the first ring for all vital installations in Jakarta, including the Presidential palace. Naturally, the safety of guests is our top priority. Some guests fail to understand this point.
Q: With your enviable track record in F&B, including as an executive chef, how involved are you in the day-to-day operations and quality control in the F&B department of Hotel Borobudur?
A: Too much, according to my F&B Director and my Executive Chef! I don’t forget that I started my career as a chef, in the back of the house, and I will always have a special bond with the F&B department. At Hotel Borobudur I mostly focus on kitchen best practices and monitor that everyone works with a clear understanding of guest satisfaction and respect.
Q: Can you tell us some of the most surprising or difficult complaints/feedback/requests you’ve heard and how did you manage them?
A: You can’t get away from complaints and requests. It doesn’t matter if you work in the best hotel in the world, you will still have some guests who find something they don’t like. The standards haven’t changed: hotel room maintenance, noise, room cleanliness, ventilation/AC, blocked toilets, etc. Today we are facing some additional ones: Internet, poor TV channel selection, credit card payment issues. One of the most surprising complaints I received from a guest happened not too long ago. I was called, during breakfast time, to one of our outlets, where a foreign guest complained openly that we had too many locals at the restaurant. What did I do? Walked away with a smile. There is no time for stupidity.
Q: What is your personal standard when choosing a hotel for your accommodation needs abroad? Would you care to share one or two delightful experiences that inspired you?
A: A boutique hotel that offers personalized service touches to their clients, in a strategic location. Cleanliness, of course, is top on my list. But also how helpful their employees can be with their client inquiries. Working in the industry myself, I do sometimes have certain expectations. I’m not really into big brand hotels. I’d rather explore some unique properties the area has to offer.
Q: What do you do when you have some time to unwind?
A: Relax by the pool, read and stroll around to get to know the area I live in.
