In the dynamic hospitality industry, guest satisfaction remains competitive, especially with shifting consumer preference and, worldwide digitalization. Every leader needs qualities, like, agility, being adaptive to change, and a familiarity with technological advancements.
The Gaia Hotel Bandung, with its luxury and stunning scenic beauty, offers the ability to enjoy the natural surroundings through a range of activities for discerning travellers who seek an elevated and indulgent experience. Leading the team, Novi Samodro is a seasoned hotelier with extensive experience in the luxury market of multinational and local hotel chains, holding prominent roles at prestigious establishments, including The Dharmawangsa Jakarta, Four Seasons Hotel Jakarta, InterContinental Mid Plaza, and Shangri-La Jakarta.
An inspiring figure in the luxury hospitality industry, Novi’s career spans from directing large-scale events to leading hotel operations as General Manager, enhancing the guest experience and elevating brand reputations. Here, Novi exclusively shares her deep passion for the hospitality industry.
Q: What attracted you to learn about the hospitality industry in the first place? How did you manage to pursue various roles?
A: I am always fascinated with the service industry and the interaction with people from different backgrounds. This builds a dynamic and multifaceted working culture that prioritizes service excellence, teamwork, and adaptability on a daily basis. These values have led me to this position. I come from a Pasty and Bakery educational background and actually started my career as Guest Service Officer. Over time, this grew to multiple departments from Banquet Coordinator, Director of Events, Director of Sales, Director of Sales & Marketing, Assistant to the Managing Director, and General Manager positions, eventually to managing this luxurious property, The Gaia Bandung.
Q: Can you tell us about unique experiences you have had being a leader in the luxury hospitality industry?
A: As a leading luxury hotel with a premium standard of service that aims to exceed guest expectations, we had to accommodate a “State Visit” for foreign state dignitaries. This required specific or culturally sensitive requests. Prior to their arrival, all requirements and requests were detailed and attended to by a strong team that was able to communicate and respond immediately. A responsive and flexible team consists of strong leaders from across departments and such an important visit became an opportunity and privilege to showcase our exceptional service.
Q: What makes The Gaia Hotel Bandung different from other luxury properties? What are its business strategies?
A: We offer diverse immersive and meaningful experiences through high-quality architectural and interior design, wellness programs, art, and culinary excellence. Distinct experiences are in line with a philosophy of “Active Rest”, which consists of 4 pillars; the big outdoors; food and craft; photography; and music and movies. Our business strategy includes personalized service, guest engagement, and sustainability initiatives, and integrating digital marketing to reach a wider global market.
Q: As a female leader, what message can you convey to others who are pursuing their careers in hospitality?
A: Never doubt your capacity, whatever your gender. The hospitality industry worldwide needs leaders who are agile, empathetic, detailed, and up to date, characteristics that anyone can have. Keep learning, be open to criticism, and keep on building a professional network. It is important to bring inclusive and collaborative values to leadership.
Q: Do you have a life motto that you believe in?
A: My life motto is inspired by Nelson Mandela’s quote, which says, “It always seems impossible until it’s done”. This highlights the power of perseverance and the importance of believing in oneself. for example, in doing our work, though things may seem impossible at first, we have to put in maximum effort. Eventually, our targets can be achieved. I believe this motto encourages people to pursue their dreams without being discouraged.
