The Passionate Leader
With a decades-long career in hospitality, Paulus Tuasuun brings a wealth of experience and a deep commitment to creating exceptional guest experiences. As the General Manager of Samsara Ubud, he shares his insights on leadership and the evolving landscape of luxury hospitality in Bali.
Q: Can you summarise your journey so far in the hospitality industry?
A: My journey in hospitality began when I chose to major in Room Division Management at Sekolah Tinggi Pariwisata Bandung. Since then, I’ve had the opportunity to work in a diverse range of properties, including international chain business hotels, golf resorts, entertainment-based hotels, domestic business hotels and upscale villas. My experience spans not only Indonesia but also several international locations.
Q: As the General Manager of Samsara Ubud, what sets the resort apart from the rest?
A: What distinguishes Samsara Ubud is our strong work ethic and core values. At the heart of our operations is the principle of CONCORDIA, which represents unity and harmony. By embracing this philosophy, we cultivate a culture of teamwork that ensures seamless communication within our team, as well as with the local community and our business stakeholders. We prioritise collaboration at every level, from suppliers and transport providers to media partners. Innovation is also a key focus; we continuously adapt to change and challenge ourselves to create unique, memorable experiences for our guests, ensuring that Samsara Ubud remains a dynamic and evolving retreat.
Q: Samsara Ubud has received numerous accolades over the years. How do you inspire and motivate your team to consistently deliver excellence?
A: I always remind my team that new hotels with better facilities and modern technology will inevitably emerge. While we may not always compete on infrastructure, one thing that sets us apart is the human connection we create. Our staff are the heart of Samsara Ubud, and every guest interaction is crucial. From the moment guests see our advertisement through the booking process, their arrival, stay and even after they leave, we ensure that every touchpoint is crafted to be memorable and meaningful.
Q: Throughout your vast experience, what are the most challenging and rewarding aspects of your position?
A: Managing a team is one of the greatest challenges because hospitality is about people. Ensuring that each team member delivers consistent service and upholds our standards requires careful leadership and adaptability. Overseeing multiple departments necessitates a blend of structure and creativity—an art rather than a science. The most rewarding aspect is seeing the results of our efforts reflected in guest feedback. Whether through positive reviews or direct conversations, hearing how much guests enjoyed their stay fills me with immense pride and validates our team’s dedication.
Q: You started your journey in the hospitality industry in 1997. What has changed between then and now?
A: Back in the late ‘90s, the internet was just emerging, and hotel operations were largely manual. Communication relied on landline phones and fax machines. Over the years, the industry has undergone a massive transformation. From booking methods and advertising to sales, marketing and in-room technology, digital innovation has reshaped how hotels operate and interact with guests. The shift from traditional processes to modern automation and personalisation has elevated the guest experience in unprecedented ways.
Q: Can you share your leadership philosophy around the resort?
A: I believe in empowering my team and trusting their capabilities. By giving them the freedom to take initiative while providing guidance and support, I foster a culture of responsibility and growth. However, accountability is just as important as empowerment. When expectations are not met, I ensure that corrective actions are taken to maintain our high standards and objectives.
Q: How do you maintain a healthy balance between work, play and family?
A: I have a few routines that help me stay balanced. The first hour of my morning is crucial—I dedicate this time to exercise, reflection and planning my day, similar to Robin Sharma’s The 5 AM Club approach. I make it a point to run three times a week, with one long run over the weekend. Most importantly, I ensure that when I am home or spending time with friends, I am fully present and engaged in the moment.
Q: What advice would you give someone who wants to enter the hospitality industry?
A: Passion is key in this industry. Hospitality is all about working with people, and to succeed, you must genuinely enjoy creating memorable experiences for others. Seek out every opportunity to learn, whether through formal education or hands-on experience.
Asia Dreams Volume 54
Samsara Ubud
Banjar Ayah, Desa Kelusa, Payangan
Bali 80572, Indonesia
T: (+62) 811846769
E: reservation@samsaraubud.com
W: samsaraubud.com
IG: @samsaraubud
