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All About Making Impressions Where It Matters Most

Mondi Mecja, General Manager, Berjaya Times Square Hotel, Kuala Lumpur

KUALA LUMPUR, AUGUST 2015 – With the hotel business being an ultra-competitive industry, constant improvement, reinvention and staying ahead of the competition is no longer just a set of standards or requirements, but instead, a way of life. Poised at the forefront of the fast-paced hotel industry in Malaysia’s bustling capital city and immersed in it all, the General Manager of Berjaya Times Square Hotel, Kuala Lumpur, Mondi Mecja, balances a multitude of tasks while keeping a smile on his face in his never ending battle of providing the best experiences for guests.

Known for leading with a natural flair and inspiring his fellow associates, he never fails to demonstrate strategic leadership expertise to ensure the service quality and efficiency of the operation of the hotel as a whole. “It always pays to lead by example. Especially when the results are great and our clients are happy, it is a tangible success that gives you credibility. The way I see it, I’m not only doing this for them, I’m doing this for myself as well. And, it is achievements like these that drive me to do even better,” he said as he revealed the sense of satisfaction he obtains from getting the job done well.

When asked what it is about the industry that inspires him the most, the General Manager replied good-naturedly, “It’s the people. You have your moments of feeling proud of what you do, but they come less from building things and more from meeting guests in the lobby when they talk about their experience or from helping solve a problem for someone. It’s about the joy that comes from seeing others experience the hotel. It’s about the smile on the face of happy guests – that is where you can really enjoy it. In the hospitality business, we get joy from other’s satisfaction – it’s why we do what we do.”

Turning his passion for people into passion for hospitality, Mondi also makes it a point to handle certain recovery issues no matter how big or small where he can, and even serves the clients and guests of the hotel personally. As he shared, “We can already achieve good relations and send a strong message from the front desk or our well-trained associates at the front line, but it’s also a great feeling when the GM is waiting for you in the lobby and welcomes you back. Whether business or leisure, budget or luxury, everyone expects to feel special. This can mean a lot to the guests. It’s how loyalty is created and maintained.”

Besides raising service standards, providing a total experience and making every moment count for guests, the General Manager is also looking at new dimensions in hospitality which he can bring in to add value for the hotel. Attributing it to being versatile and adapting to current trends, Mondi is constantly upgrading the facilities and securing additional amenities that can be enjoyed by guests in great comfort.

At present, renovation works are ongoing to transform a total of 88 rooms in the Club Premier category on the 17th to the 20th floors which will be launched this coming September. Guests can also look forward to a brand new Club Lounge on the 14th floor designed solely for the purpose of providing even more exclusive encounters for guests and bringing an added air of affluence to the premier lifestyle the hotel wishes strives to offer.

“It is also very important to exceed guest expectations through personalised services and new innovations. To keep up with needs and wants of guests, especially with the current generation being more and more tech savvy, we are consistently increasing our internet bandwidth, ensuring good WiFi coverage throughout the property, putting the hotel on more online platforms to be more reachable, and adapting responses from our side to be quicker and even in real time.”

“We find that leveraging on the visual aspect of the hotel is also a great way of enhancing arrival experience for guests and we do that by introducing personalised check-ins for guests where we take them on a mini tour and show them the facilities of the hotel before we escort them to their rooms,” he added.

“In light of the country’s prospering MICE sector, we are also evolving to meet the various demands. We focus on providing undivided support from the very beginning right to the very end of each event for a smooth flow of events. Further, it is important to work closely with clients to understand what they want, then carefully review every detail and tailor our offering specifically to their needs so that clients see us more than just a function space,” said Mondi.

It is with a genuine care, a fervent passion and great devotion that Mondi leads the entire team at Berjaya Times Square Hotel, Kuala Lumpur to make every stay and encounter a spectacular one for guests. As it is of utmost importance that guests are able to gather, stay, recuperate and dine with absolute confidence and complete satisfaction, expect nothing less of quality and exquisiteness with him at the helm. Now all one has to do is enter the hotel’s doors for a complete and wholesome experience.