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Travel Daily Media (TDM): How has the resort performed regarding guest numbers for H1 of 2024? What is your target for 2024?Amit Sakhrani (AS): The first quarter of 2024 has been a year of consolidation where we have seen business stabilise and in some ways go back to some pre-pandemic patterns such as seasonality. For our hotel, and the island as a whole, the first half of the year (H-1) has been positive, meeting our expectations and reflecting strong performance across key areas. Based on our current forecasts, the second half of the year (H-2) is projected to surpass this, with growth indicators pointing to even better results ahead.
TDM: How do you balance the family-friendly services and cater for adult-only expectations?
AS: Hilton Bali Resort is committed to providing an exceptional experience for all guests whether that is families with small children, multi-generational, groups, couples, or single travellers. Our resort boasts an array of amenities perfect for every guest, four interconnected swimming pools, a 30-metre water slide and a fully equipped gym catering to varying groups of guests. Eight semi-open spa villas offer blissful pampering, while six diverse dining options, including a deli serving premium Balinese coffee throughout the day.
Culinary experiences at Hilton Bali Resort are diverse, offering six distinct dining options that cater to a range of tastes. Grain specialises in both breakfast and dinner, serving up a variety of international dishes. The Shore, located by the ocean, is known for its fresh seafood and expertly aged meats. For health-conscious guests, The Breeze offers a selection of nutritious meals, while the Deli is perfect for those on the go, providing takeaway coffee and fresh croissants.
In addition to all family-friendly dining, we offer Elara Seaside Lounge and Bar, an adult-only venue serving Mediterranean cuisine along the beachfront. This spot provides the perfect escape for parents and couples to relax and enjoy a peaceful atmosphere, enhancing the resort’s overall appeal.
TDM: With a growing focus on eco-friendly initiatives, what sustainability practices has Hilton Bali Resort implemented to reduce its environmental footprint?
AS: Many Hilton Bali Resort sustainability strategies are to reduce our daily impact on the environment. We sponsored our Executive Chef, Clinton Webber’s ‘Know Thy Neighbor’ program that promotes local food, sustainability, and community support.
We also familiarise our MICE guests Meeting Calculator, an innovative tool that helps guests estimate the environmental impact of their events. Using our hotel’s consumption data, projects total carbon emissions, energy use, water consumption, and waste generation. Post an event, we go a step further by offsetting its carbon footprint, investing in high-quality carbon reduction projects through our partner, ClimeCo. We proudly say that this is done at our expense on behalf of our guests.
Our commitment to sustainability extends throughout the resort. We have implemented a lighting retrofit program to boost energy efficiency, partnered with experts to install water-saving devices in our kitchens, restrooms, gym, and spa, and joined forces with Lengis Hijau to recycle used cooking oil into biodiesel. Excitingly, we’re also preparing to launch onsite water bottling as our next green initiative, reducing our carbon footprint while ensuring fresh water for our guests.
TDM: How have you seen tourism trends evolve in Bali, particularly in the Nusa Dua area, over the past few years?
AS: Over the past few years, tourism in Bali, especially in the Nusa Dua area, has evolved significantly. Pre-pandemic, Bali attracted a large number of international guests, with Nusa Dua being a top destination due to its high-end resorts and direct beach access. The pandemic reshaped this trend, as domestic tourism grew in importance when international travel was limited. Post-pandemic, there’s been a noticeable shift towards more mindful and sustainable tourism, with guests showing interest in eco-friendly accommodations, wellness retreats, and culturally immersive experiences.
Nusa Dua remains popular for luxury and family vacations, but more tourists are now seeking deeper connections with local culture and nature. Activities such as cultural workshops, traditional Balinese wellness practices, and excursions into less-touristy areas are on the rise. Resorts and hospitality businesses in Nusa Dua are also adapting by offering more personalized and environmentally conscious experiences.
TDM: Today’s travellers are increasingly focused on experiencing a destination, how does the resort integrate Balinese culture into the guest experience? Are there any special programs or events that highlight local traditions?
AS: The Hilton Bali Resort is by its very nature a destination location. At our resort, the rich heritage of Balinese culture comes to life through its architecture, arts, and sculptures, which can be found all around the property. One of the most striking features is the magnificent Dewi Sri statue, a tribute to the revered goddess of rice and fertility, symbolizing prosperity and harmony. As guests enter the lobby, they are greeted by the soothing sounds of live rindik music, a traditional bamboo instrument, creating an immediate sense of peace and connection to the island’s deep-rooted traditions.
For those with a passion for culinary arts, our cooking classes offer a unique opportunity to learn from our experienced chefs. These hands-on sessions guide participants through the latest culinary techniques, focusing on both modern and traditional Indonesian dishes. The experience is not only educational but also deeply immersive, allowing guests to recreate the authentic flavours of the archipelago.
Twice a week, we invite guests to indulge in our Indonesian BBQ theme night. This special event is a celebration of local flavours and is enhanced by captivating traditional Balinese dances, bringing the spirit of the island to life. Alongside the dinner, guests can explore our local Balinese market, where we collaborate with the community to showcase a vibrant array of handcrafted goods and artisanal products, offering an authentic glimpse into local life.
TDM: How is the resort leveraging technology, such as AI, VR, or Data Analytics, to enhance guest experiences and streamline operations?
AS: The hospitality sector is certainly not a front-runner in the use of technology, however, in the recent past the use of AI, and data analytics has quickly become a part of any touch point. Data analytics plays a major role in both guest satisfaction and operational efficiency. By analysing guest preferences, behaviour, and feedback, resorts can refine their services to meet evolving demands. Data can also help optimise operations like energy usage, staff allocation, and inventory management, reducing costs and improving overall sustainability.
TDM: With growing competition in the hospitality space, what are the biggest challenges you face as the General Manager of a luxury resort in Bali, and what opportunities do you see on the horizon?
AS: The luxury hospitality sector in Bali is highly competitive, with new resorts constantly entering the market and raising the bar for guest expectations. As a General Manager, one of the biggest challenges is differentiating the resort from the competition, particularly in an area like Bali, which is renowned for its hospitality offerings. Delivering authentic, unique experiences, and magical moments for a global traveler is a priority. Maintaining consistent levels of personalized service while managing operations remains a priority, especially in the post-pandemic era where guests are more mindful of value yet expect elevated experiences.
Another focus is sustainability. As travellers become more eco-conscious, there is pressure to implement sustainable practices that do not compromise luxury. Balancing these demands with profitability is key.
However, with these challenges come significant opportunities. Cultural immersion and sustainable luxury are two trends where the resort can stand out by offering unique Balinese experiences coupled with eco-friendly operations. The growing demand for wellness tourism also presents an opportunity to expand offerings, focusing on health, mindfulness, and sustainability, attracting a new demographic of travellers.
At Hilton, we also have a program called Travel with Purpose, which is very close to my heart, where we seek to create positive environmental and social impact across our operations, supply chain, and communities
TDM: How would you describe your leadership style, and how do you inspire your team to deliver exceptional service?
AS: As a General Manager, I would describe my leadership style as collaborative and empowering. I believe in fostering a positive team culture where everyone feels valued and heard. By encouraging open communication and collaboration, I ensure that my team feels invested in the resort’s success, which translates into better service for our guests.
I also focus on developing my team’s strengths by providing opportunities for professional growth and training, ensuring they stay updated with the latest hospitality trends and technologies. Regular recognition of hard work and dedication and celebrating achievements motivate my team to deliver exceptional service consistently.
Inspiring the team comes down to leading by example. I emphasise the importance of empathy and passion in delivering personalised service, and I make sure to model that same dedication in my daily interactions with both guests and staff. Empowering the team to take ownership of guest experiences fosters a sense of pride, helping them go above and beyond to create memorable stays for each guest.
