Patrick shares his experience of France to Indonesia and what it is like managing five properties through three brands (Ascott, Somerset and Citadines) in Jakarta.
Patrick, tell us a little of your background and how you came to be in Indonesia.
My background is hospitality. I studied in Paris and worked for both groups Hyatt and Accor. I moved from hotels to serviced residences because I think you can be closer to customers in this environment. I have now been with Ascott for over ten years. Previously, I was Area Manager for 11 properties in the South of France before the opportunity in Indonesia in October 2014.
As a group, Ascott founded the concept of international class serviced residences in Asia, opening the Ascott Singapore in 1984. How Ascott differs from the new competition since then to maintain its pioneering position?
We offer "extras" to measure for our customers based on the location of the property, customer and context. With regular sports and children's activities, we offer courses Bahasa Indonesia (including out in the markets of practice); Chinese New Year celebrations, and even the Russian New Year party in certain properties. It is finding devices extras that make guests feel welcome, special and at home.
At the World Travel Awards in 2014, you won Residence Leading Brand in eight countries, including Indonesia (where Ascott Jakarta also won Leading Residence) . What do you think contributed to these achievements
The group's approach is highly customer focused - you can not get something for your customers, it's like trying to run a car without petrol! We formal feedback mechanisms, but we also spend time talking and listening to our customers and to share learnings to the team, so they can try the behavior and habits of customers to pre-empt, which makes their stay more comfortable.
What groups make up your customer base in Jakarta?
The majority of our clients are expatriates, but we also invited Indonesian, maybe work temporarily in Jakarta. About 10-15% from Europe, and the rest are Chinese, Japanese, Malaysian, Singaporean, Indian or American. 50% of our customers come here with families, usually they are places that are further away, such as Europe and the remaining 50%, half are single, while half travel back to see the family week- end.
If many of your clients are male international business here for a short time, what impact do you think the Indonesian government regulations on foreigners doing business here will for you?
I do not think there is anything that will deter imminent significantly expatriates or have a significant impact on our business. I also think that the possibility of a language test for workers who want to come here is fair enough. You have to respect and adapt to the culture you join -. Something I tried to set my own work
What is the work of a typical day for you - if it exists
my morning ritual is reading the French and Indonesian press with green tea - in France, it is difficult to find green tea! Can I watch local television, to help with my Bahasa Indonesia. At the office, I make a point to greet everyone; it is important. I catch up on emails and meet with my team. In the afternoon, I could focus on one of our development projects; Perhaps a new restaurant in one of the properties - or even a brand new site. Every night, I want to try a new Indonesian delicacy, if I can!
Last year Ascott secured one of its first franchise agreements in Asia to open Citadines Kuta Beach Bali. Franchising is the way forward for Ascott in Indonesia, and if so, why?
Yes, this is one of the ways we will continue to develop our business. Franchising works because we have a reputation, a company worthy of trust transparent - there are some knowledge we can bring to the table. Other ways are we expand through management contracts, and owner management.
You were previously Area Manager for Ascott in France. What have you found to be the main differences on the transfer to Indonesia?
Before coming, I read about Indonesian culture, but there is still much to learn. I thought I should take the time to listen and understand people that I can adapt my approach accordingly - for colleagues and customers, which are sometimes of nationalities, I have not worked before. Otherwise, the usual - the traffic, and the sticky tropical climate
[19459027!] Ascott not have plans for further expansion in Indonesia? If so, where do you see the growth and why?
Two upcoming projects in 2015 are the Ascott and Somerset Surabaya Pondok Indah. I can not disclose the projects still confidential stage, but we are open to growth opportunities in Indonesia, for example in regional cities outside Jakarta, where we have been approached by customers to consider opening.
How do you motivate staff, and have you found this to be different in Indonesia than in France?
We offer a lot of training for all levels, from English courses and basic computing, inter-exchange services, the opportunity to participate in green initiatives. For higher performance, the opportunities are the same all over the world if you work in Indonesia or France.
Tell us a funny story that happened to you in one of your hotels.
Once in Cannes, we had a guest who looked like a famous French actor Jean Dujardin. All staff were wondering if it was really him. When the customer checked the next morning, we did not know that there were a couple of photographers waiting outside! He was very understanding, because it was not the first time. He came in and offered to sign autographs. '' Then he said he had his fifteen minutes of fame and went on his way. The funny thing is, it was the day of April Fool!
Thank you Patrick! To get in touch, email: patrick.legrand@the-ascott.com