Exclusive Interview with Mr. Subin Dharman, the New General Manager of The Ritz-Carlton Jakarta, Pacific Place
The EatVacation team recently has the opportunity to sit down with Mr. Subin Dharman, the new General Manager of The Ritz-Carlton Jakarta, Pacific Place for an exclusive interview.
The Ritz-Carlton Jakarta, Pacific Place recently named Mr. Subin Dharman as their new General Manager. First starting his Ritz-Carlton career in Doha, Qatar – where he was born and raised in – Mr. Dharman knew instantly that The Ritz-Carlton was where he needed to be all this time as the brand core values aligned with how he always conducted work. With experience spanning 19 years in the luxury hotel industry, Mr. Dharman defines luxury as something simple.
“Luxury is very simple, it’s how you make the other person feel. So you could be in a forest with minimum basics and not have these leather seats and I still feel like you can give them a luxury experience, it’s how you make them feel. So imagine somebody walks into the hotel and if you don’t make them feel welcomed or if you don’t personalize their stay, that’s not a luxury experience. But look the other way around, he or she could be in the middle of nowhere and if you are able to create a memorable experience, how you make this person feel, then for me, it’s a luxury experience.”
With The Ritz-Carlton values emphasizing on the genuine care and comfort of the customer, everyone works for the purpose and not solely for their respective roles. Everyone took the innkeeper role of a family-run inn to ensure the best service for the guests can be achieved. Everyone worked closely with each other, has strong interpersonal relationships and would always try to be helpful.
To him, the reason why The Ritz-Carlton brand remains strong after all this time lies in their service standard that is not only written but also practiced daily. Everyday, the ladies and gentlemen at The Ritz-Carlton would start their work day with discussing a core service value that they have brought to life the previous day.
Mr. Dharman also shared with us a story that is very close to his heart, one that happened during his time at The Ritz-Carlton St. Thomas. There, a man who is terminally ill and only has months to live walked in with his wife to spend his last days at the hotel. Wanting to make sure that they had the best experience, Mr. Dharman emailed all the Ritz-Carlton hotels from all around the world to tell them the story of the couple.
The next day, when the couple walked into the beach,a presentation and an album containing messages from about 40 Ritz-Carlton hotels around the world are presented to them and the man thanked Mr. Dharman genuinely for the memorable experience. It is one of the best compliments that he ever received. And seeing how the ladies and gentlemen he worked with grow professionally and personally is also another endearing compliment.
Mr. Dharman said that the genuineness of the people is the most unique thing about Jakarta that he couldn’t find anywhere else. Everyone is very genuine and would smile a lot, thus making them hospitable. One could always finds Mr. Dharman running on the road, working out in the gym or having a family gathering and/or exercise during his free time.