Page 78 - Binder MO 256-012-Tahun ke-20 (English)-1
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THE PROFESSIONAL
IB SANTOSO SE, M.Par, M.M, CHA
CEO OF PT LOR INTERNATIONAL HOTELS
CONQUERING HOSPITALITY CHALLENGES
WITH OUTSTANDING SERVICE
Author: Arfiah Ramadhanti Photo: Fikar Azmy
With decades of graduate with a Master’s travelers repeatedly choose Lorin as their
degree in Tourism from the
experience in the property A isakti Institute of Tourism preferred destination. One of Lorin’s key
initiatives has been to integrate local
T
r
and hospitality industries, and a Master’s degree in Management culture into the hotel experience.
IB Santoso understands from the Islamic University, IB Santoso “We currently manage three
that as the world evolves, notes that hotels, as an essential part of properties in Solo: Syariah Hotel Solo,
so do the challenges. tourism, have seen significant growth, Dwangsa Hotel Solo, and Lorin Solo.
In Sentul, we have Syariah Sentul and
particularly in the post-Covid-19 era.
In the midst of intense Indonesia, he says, is now one of the Lorin Sentul. We’re also in Bali with
competition within most promising tourist destinations. New Kuta Hotel by Lorin, and the new
“The hotel industry has been
the hospitality sector, growing, and local operators are starting Mangkuluhur Residence by Lorin. The
concept we offer is to blend the hotel
he firmly believes that to emerge. We are part of that as well— experience with the local culture—like
providing top-tier service Lorin Hotels. The demand for hotels in Sentul, which is in West Java, we
in all aspects is the key to in Indonesia is high, and if managed incorporate West Javanese cultural
properly, it can lead to great business
elements. In Solo, we emphasize the rich
overcoming obstacles and opportunities. It’s all about how well the Solo heritage,” he explained.
staying ahead. management or operators understand Beyond conceptual innovation,
the market they are targeting,” said the Santoso highlights the importance of
avid motorbike enthusiast. delivering outstanding service as the
With the expansion of the hospitality foundation for overcoming hospitality
industry, competition has intensified, challenges. One of the principles he
often leading to price wars among hotels. emphasizes across all Lorin Hotel staff is
To navigate these challenges, Santoso the mindset of “Thinking like the guest,
must continuously innovate and craft not just like the worker.”
strategic solutions to stay competitive, “If you think of yourself as a guest, you
without resorting to drastic price cuts wouldn’t want your room to be dirty. You
that could disrupt market dynamics. wouldn’t want the Wi-Fi to malfunction.
Santoso, a fan of Harley Davidson, So, when you think like a guest, you avoid
further elaborated on the strategy his these issues, and complaints become
hotels employ to ensure customers and rare,” Santoso explained.
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