Bandung, the capital city of West Java and third-largest city in Indonesia, offers a serene landscape and cooler year-round temperatures that have earned the soubriquet ‘the Paris of Java’. An excellent destination for business and leisure due to authentic Sundanese culture and heritage, the InterContinental Bandung Dago Pakar and Hotel Indigo Bandung Dago Pakar invite travellers to discover the perfect accommodations for a variety of occasions.
Leading the hotels since opening, Cluster General Manager Pascal Caubo is an inspirational leader with a strong, strategic emphasis on driving results, a keen focus on finances, and a deep understanding of the guest experience in the luxury hotel world. Years spent driving increased market share, higher revenues and profits, all with a focus on guests’ and colleagues’ satisfaction with IHG group in Egypt and Vietnam, eventually brought him to Indonesia in 2016. Here, Pascal shares his experience and insights with inclover:
Q: How did you become interested in the hospitality industry?
A: From early on, I’ve always been drawn to environments that bring people together and create memorable experiences. Growing up in the Netherlands, I developed a strong interest in global cultures, service excellence, and leadership. Studying at the renowned Hotel Management School Maastricht cemented my passion for hospitality. The dynamic, international nature of the industry, combined with the ability to create impactful guest experiences has kept me driven for nearly three decades.
Q: Having extensive experience within the industry, how do you see the industry’s transformation? What are the changes, and what stays?
A: The hospitality industry has gone through significant transformations, especially in the last decade. The rise of digital platforms, changing guest expectations, and the need for personalized, experience-driven stays are reshaping how we operate. Sustainability, wellness, and technology integration have become non-negotiable. However, what stays constant is the human connection — genuine hospitality, attention to detail, and the role of strong leadership remain at the core of successful hotel operations.
Q: How do you face those challenges and changes? Can you offer and strategies and tips?
A: The key to navigating these changes is adaptability and proactive leadership. Throughout my career, from crisis management during the Egyptian revolution to repositioning hotels post-pandemic, I’ve learned to focus on three pillars. The first, of course, is People. Empowering teams, fostering a positive culture, and driving engagement is a linear process. Second is Innovation. Embracing technology is fundamental, dynamic pricing strategies are essential, and continuously enhancing guest experiences is driving the industry. The third pillar is what I like to think of as the Owner Partnership. Building trusted relationships with ownership for a strategic vision, as demonstrated by the expansion of IHG hotels in Bandung, can be felt throughout the operation.
Q: With a honed reputation and expertise in managing cluster-leading properties, how do you manage their positioning? Are there any future projects or upgrades to facilities, soft skills, or other supporting areas involved?
A: Positioning is built through a clear strategy, consistency, and constant evolution. At Hotel Indigo Bandung Dago Pakar, we have implemented a dynamic approach to rates, a strong people strategy, and enhanced F&B experiences to strengthen our MICE and wedding reputation. This has resulted in record growth, global awards, and new hotel signings. For Hotel Indigo Bandung Dago Pakar, the focus was on design differentiation and operational excellence, achieving profitability from the first month. Looking ahead, we will continue to elevate guest experiences through facility enhancements, now proudly marked by the opening of Karbon & Vinyl, solidifying Hotel Indigo as Bandung’s most complete lifestyle destination. With these additions, along with continuous soft skill development for our teams, we are committed to maintaining our position as market leaders while delivering unforgettable moments for every guest.
Q: Do you have a motto and, if so, how does it impact your professional life?
A: I do. It is “Lead with vision, adapt with courage, and serve with heart” and reflects my approach both professionally and personally. Leadership for me is about inspiring teams toward a shared vision, having the courage to make bold decisions, especially during challenges, and never losing sight of the human connection, which means serving both guests and colleagues with sincerity and respect. All efforts are proven worthwhile in time, which is how we received ‘Indonesia’s Leading Hotel’ in 2021, 2022, and 2023, and ‘Indonesia’s Leading Conference Hotel’ in 2021, 2022, and 2024 by World Travel Awards. The World Luxury Hotel Awards crowned us as global winner for the Luxury Hotel and Conference Center and Luxury Wedding Hotel in 2024. With Hotel Indigo, which opened its doors on 6 July 2024, I am delighted to report profitable operations from the first month of opening that meant we exceeded 2024’s financial expectations.
