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Don't shirk duties or procrastinate, do your part
Hotel executive Muhamad Munir encourages all employees to be brave enough to have their say, but never forget that they must take care of their own work responsibilities
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otel executive Muhamad Munir encourages all employees to be brave enough to have their say, but never forget that they must take care of their own work responsibilities.
Although he was born in the South Sumatran capital of Palembang, Muhamad Munir spent most of his formative years gaining an education overseas. During a courtesy visit to the office of this newspaper recently, his crosscultural background of 23 years abroad showed through in his slight accent in speaking Indonesian and his almost native speaker proficiency in English.
It also is evident in his approach to his subordinates who work under him in his position as general manager of Sheraton Mustika Yogyakarta Resort & Spa, a Starwood hotel. The 43-year-old does not believe in giving in to a face-saving 'asal bapak senang' (just make the boss happy), but in employees feeling they have the right to say what they think ' with an important condition.
'Don't be afraid of your boss but be afraid if you haven't finished your responsibility in your job,' said the chairman of the Jogja & Central Java Hotel Association (JCJHA) since 2010.
It's not just a one-way street of employees living up to expectations; executives must show by example their commitment to the job; he emphasizes that he never procrastinates about taking care of an assignment.
'As a leader we must be a role model for others and do action less talking,' says Munir, who is married with one daughter.
He believes that employees who feel valued and appreciated will serve guests better.
After his return to the five-star resort, which he has set a goal to make the number one hotel in the nation's cultural center, Munir discussed his management philosophy and efforts to raise the profile of Yogyakarta [the city is formally designated Jogja by tourism authorities] in an e-mail interview, excerpted here.
Question: How is your management style a benefit in running the hotel?
Answer: By focusing on the job description and finishing it on time with high discipline, we can do all things. Besides, my style also helps me to communicate with all my associates. As a leader, we must act as a mentor, not a boss, so we can create [a sense of] comfort and understanding.
If good service is given by all associates because they feel enjoyment and can 'brainwash' themselves to be service minded, then all guests will also be happy and satisfied by the service provided by my associates and me.
How do you instill a genuine spirit of working honestly and professionally in each of your employees, and encourage them to provide exceptional service to the hotel's customers?
I give a good example to all associates by sharing what we should and shouldn't do. And also by caring for all associates to create a nice work atmosphere in work; in Starwood, it is a must to do training 48 hours in a year.
The point is, we as a team learn together and complete each other to achieve a great service in hospitality.
What kind of working environment do you want to create for the employees in the hotel? How important is employee input in your decision-making process?
Sheraton is a big family and to create a nice working environment, management is caring toward what the associates need. In this hotel, all people are same; the only differences are the job description and the level. But respect must exist in everyone.
Management also will appreciate and listen to associates' problems but in reaching a solid decision it must come from the management, which will welcome input to develop the hotel.
In your opinion, what makes a leader successful?
Someone who is afraid if his duties are not finished, a good listener and who is friendly, disciplined, honest, knows how to work as a team and gives a good example to associates and is not arrogant. Someone who wants to share knowledge to others, with the aim to make everyone know and want to be a leader.
Is there any other quality that a leader should have? And who is your role model in leadership?
It is important to be a multi-skilled person. Why? Because it helps us avoid experiencing cheating by others. My role model who makes me become a leader is my Mommy ' a great mother, friend and teacher for me.
What made you decide to pursue a career in the hospitality industry, particularly in the hotel sector?
The challenge and I feel I have found my passion here. I can learn from many aspects, whether in operational or management, and it builds my knowledge and skills. I also like to meet many people from different countries, characters and cultures which enhances my knowledge as well as in my social life and communication.
Profession-wise, what are the interesting parts of being a general manager at this particular property?
As you know, Sheraton Mustika Yogyakarta Resort & Spa is part of Starwood and Sheraton is one of big brands in Starwood properties. Besides, Sheraton Mustika is also a unique hotel with resort view and MICE market. I am really proud being a GM in this hotel because its concept still holds the traditional Javanese touch, while also making me feel like part of the royal family.
What are the most challenging issues related to management in the hotel that you lead? How did you successfully deal with the issues?
Jogja nowadays is really crowded with many new hotels being built, making very tight competition among star hotels. Supply is getting higher than demand. In this situation, my team and I try hard and focus on reaching the global market segment; we also create something unique and different to make Sheraton Mustika Yogyakarta Resort & Spa standing until now.
As a team, we then become multi-skilled people ' 'everyone is a salesperson.'
You are currently JCJHA Chairman. What priority programs do you focus on?
JCJHA is trying to promote all 3, 4 & 5-star hotel in Jogja and Central Java, and JCJHA also has a mission to develop the market segment in tourism destinations for Indonesia and the world.
(Sudibyo M. Wiradji)
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At Ease
Family first
In my free time, I spend time with my family because for me it is always number one regardless of how busy I am. My hobby is golf, because with this sport I learn how to control my emotions and I also can meet high-profile people who can become good business partners.
Great outdoors
I usually go traveling with my family in Indonesia or abroad. I have visited many places, but I love Indonesia so much. The hills, mountains and beaches are really gorgeous. I really like outdoor places because that is the only time when I can enjoy nature.
Place & Date of Birth
Palembang, Aug. 5, 1971
Experience
General manager of Sheraton Mustika Yogyakarta Resort & Spa (Starwood Group) since July 2008. Duties include overseeing operational management of the hotel, sales and marketing and training all associates in five-star hospitality services. Previously worked in various hotel positions in Singapore, Malaysia and Batam.
Education
Master's of social science in economics (1993-1994); Bachelor's of social science in economics (1993); BA (1989).
