Taking On A Legend

TALK SHOW

By Gavin Nazareth

TAKING ON A LEGEND It’s is a conundrum that has led to ample conjecture in many a conversation. Who would replace the legendary Kurt Wachtveitl at the equally celebrated Mandarin Oriental Bangkok when he stepped down, if ever?

Well, the guessing has ended and the answer to that is Jan Goessing.

Hospitality industry veteran Jan Goessing has spent the last 14 years with the Mandarin Oriental group working in their properties in Hong Kong, Jakarta and Hawaii. Since 2006 he has helped position their Washington DC property as one of the city’s best places to rest your head, during which the hotel has reaped a harvest of awards including “Best Hotel in the World” from Institutional Investor in 2007 and “Top Hotels in the USA” in the 2008 Zagat survey.

From America to Asia, back to America, and now back to Asia, does it feel like you have come a full circle?

It definitely does. I actually applied to work at the (then) Oriental almost exactly 25 years ago during my very first Asian orientation and application trip. At that time Kurt informed me that I would require a bit more experience to gain a work permit for the Kingdom. I still have his ‘regret’ letter. From that perspective I am truly coming “full circle” fulfilling a professional dream of mine!

For over four decades Kurt Wachtveitl had set new standards for the global hotel industry, an iconic hotelier heading an iconic property. But a fresh wind blows and brings with it enhanced expectations. How would you deal with those expectations? …with a strong sense of respect for the past. One should only determine the direction a business is to take in the future by understanding and appreciating the history behind it. Kurt is indeed a legend in the hospitality industry in his own right and he deserves all the recognition bestowed upon him over the years. I am blessed to be the one who

has been chosen to succeed him at the helm of what may be the most famous hotel in the world.

What maxim governs your work?

We are in the people business, hence respect and concern for the people that actually deliver the ultimate customer experience any Mandarin Oriental hotel is striving for would be on top of my list. All those colleagues that have made our hotel in Bangkok so very special over all those years are the most valuable assets anyone could possibly ask for. I better listen to them and learn from them if we want to stay on top of the competitive set of legendary world-class hotels.

What would you say of the task ahead?

I am incredibly excited about the task ahead. Following in the footsteps of Kurt after his 42-year tenure will make me essentially the second person given the opportunity to steer this legendary ship. I intend to use all my experience to ensure Mandarin Oriental Bangkok will continue to shine on the world stage while at the same time delivering on the expectations the owners and investors have of it, not an easy task at all times but one that will no doubt be worth my while!

You are taking over when Thailand is reeling from the double whammy of global recession and political upheavals. How hard is this going to make your task and what are your strategies.

The current situation is to a large degree a global economic challenge.

No country or city seems to be excluded. The same goes for Washington DC where we are managing the effects on a daily basis, very much the same way that it will need to be managed in Bangkok. While there are always destination driven factors to be considered, strong leadership, common sense and respect for the respective local culture will assist to address any challenge in a most appropriate manner.

How do you think the hotel industry has changed in Asia in the last decade?

I couldn’t tell. Learning about possible changes since my departure from Asia about 10 years ago will be part of my early fact-finding mission once I have relocated to Bangkok in mid June. In general, my perception is, however, that the Asian service culture is still the most sophisticated and natural one within the global world of hospitality.

In your opinion what sets The Mandarin Oriental Bangkok apart from the group’s other properties?

It’s history and it’s people. There is no other hotel I know of that can unite these two truly differentiating facts under one and the same roof.

What are the ingredients for a great hotel?

At the risk of sounding repetitive, the employees always deserve the credit for creating a great hotel; their positive service attitude, smile, humbleness and commitment to deliver a memorable experience to our guests are the most basic fabrics of success and Mandarin Oriental Bangkok can pride itself of having the very best!

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TALK SHOW

By Gavin Nazareth

Is there any one thing you would change at The Mandarin Oriental Bangkok right away?

When thinking about our Bangkok property, ‘change’ is not a word that comes to mind as a priority. Building on the success that was created over the past decades is more in tune with what I would have in mind.

In that spirit, I am looking forward on drawing from the experience of the team there in developing a winning strategy for the future.

What wouldn’t you change, ever?

The absolute commitment to an uncompromising service culture seems to be the foundation for the legendary status of The Mandarin Oriental Bangkok. Weakening this culture would result in ultimate failure and loss of brand value. I would not want to become known as the man who brought the ‘legend’ down!

How do you perceive the future of The Mandarin Oriental Bangkok?

Bright! Amongst all competitors on a worldwide scale, no one can ‘buy’ or ‘build’ the history and colleague commitment we have assembled there, no matter how strong their respective marketing and product design might be. At the end of the day, the ‘software’ will deliver the point of difference and create true value in the customers mind. We will protect our position as an industry leader and let our guests speak for themselves.

Is The Mandarin Oriental Bangkok a challenge, a test or an experiment?

None of the above. Mandarin Oriental Bangkok is an icon that has faced all challenges one can possibly imagine during its ‘lifetime’, set new standards for the industry, and is continuously delivering shareholder value. Why would we want to challenge, experiment or run tests on such a gem?

For many the hotel’s charms lie in its uniqueness and its history.

Insisting on Mandarin standardisation many regulars feel may dilute the charm. Comment.

There is no such a thing as standardisation in the luxury hotel business.

It’s all about personalisation and customisation. As a matter of fact, Mandarin Oriental Bangkok may be one of the few remaining hotel companies that very much operates in a largely decentralised manner.

Obviously there are marketing and branding commonalities that all our hotels benefit from, however, we will always have the freedom to ensure that our regular guests in Bangkok will enjoy the experience they have come to expect so many times before, very much as if they were our most valued shareholders. /

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