INTERVIEW WITH I.B KHARISMA WIJAYA, GENERAL MANAGER OF SEGARA VILLAGE
As the General Manager of one of the oldest hotels in Bali, how did you manage to cope with the vast development of the island hospitality industry?
Tourism and hospitality industry is very dynamic and the biggest fear that is often confronting the operators and managers is CHANGE. It can be changes in managerial or leadership, technology or systems, organizational cultures and structures and many more. All of those changes are most of the time necessary in order to fit in and adapt with current competitive environment; and being one of the pioneers of local hotel establishment in Bali, we have done just that. The key of successful change in my opinion is very simple: We (the owner/ management) have to be ‘there’ during the process. So the ability to effectively managed and embrace change is a crucial key element to cope with the vast development of the island hospitality industry.
You graduated from a university in Australia and went back home to take over the hotel. How did you change the work culture? And how did you handle the differences?
It was not easy. Although I came from a family of hotelier and grew up in the hotel environment, my education background was finance. I was actually not interested to go back and run the family business/hotel at the first place, thinking to work in a more corporate and professional working environment.
When I returned, I did not take over the company straight away; I realized that I have neither the background nor the experience of hotel business. Everything went through a process, I started my career as reservation agent and rolling to various departments such as reception, sales, housekeeping and food and beverages in order to familiarized myself with the operational and systems.
Changing the working culture is extremely difficult but not impossible. The hotel and business situation was at that time very difficult (After the bombing). Both managers and staffs were on the lowest morale and not motivated. Therefore, we initiate major reforms in our business strategy and financial systems as well as conducting a major renovation to upgrade and re-position Segara Village into a first class resort. These changes restore confidence not only to our business partners but to all of our staff as well. The enthusiasts were high, they were very excited to take part and be part of the changes. So in my opinion, when the organization is able to move toward a positive direction it will automatically impact the working culture as well.
Differences, as long as constructive and positive, are necessary for organizations. It contributes richness to the ideas and enhances the quality of the decision making. And this is what we celebrated at the resort!
What are the biggest challenges you’ve overcome so far in your position? Share a bit with us how
The biggest challenges I would have to say is to ensure that our resort always have it competitive edge and stay current. But it is a challenge that we happily embrace, we have to be constantly alert with the changes and growth in the hospitality trend and not to fall into our comfort zone.
Who initiated the renovations in your hotel? How did you convince people around you to make some refurbishments in the hotel?
My uncle, Ngurah Wijaya, the president director of the company was the one who initiate major upgrade to the hotel back in late 2006. At that time, it was either change or perish. Everyone welcomed the idea and was highly motivated with the changes after some setbacks due to bombing incident. So it was not really hard to convince everyone to change.
Being Honorary Consul of Norway, what things you could learn from them that you can actually apply in your job as General Manager? How did you get the job in the first place?
As representative of the Ambassador of Norway in Bali, my role as Honorary Consul of the Kingdom of Norway is more into social and ceremonial one. It is completely different with my working environment which is more competitive and demanding.
My family has a history of being Honorary Consuls. My Grandfather, Mr Kompiang, was the first Honorary Consuls of all Scandinavian Countries and my uncle, Mr Ngurah Wijaya,is currently the Honorary Consul for Swedish and Finland. I was offered the role by the Norwegian Ambassador for Indonesia. Of course it has to go through selection process with other candidates. Eventually I passed all of the selection processes and officially appointed as Honorary Consul of the Kingdom of Norway on the January 26th, 2012. Of course being Honorary Consul at this age may have its own challenge and responsibilities as well as all other consuls traditionally are much more senior. I once express this to the Ambassador during my appointment, to which he calmly replied, ‘it will pass and you will get old’.
If you were stranded on a deserted island, what three things would you have and why?
Solar electric generator, satellite TV with sports network and my restaurant BBQ grill. So that I can enjoy the island life and still get a glimpse of what happened on the exciting world of sports.
How did you motivate your staff and colleagues?
By showing them a positive work attitude, perseverance and integrity.
Who has inspired you in your life and why?
I am inspired by so many things in this world. Not just a person and not just a thing.
How would you define your hotel brand?
It is very simple… A family owned and managed property. Keeping everything original and genuine is my definition of luxury.
What is your vision for Segara Village in the future?
I hope Segara Village Hotel can inspire other hotel owners and operators to be more local, preserving the Balinese culture and hospitality concept when they build and operate their own hotels.
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