“With the millennial customer, everything has to be instant” Anantara GM talks hotel trends

“With the millennial customer, everything has to be instant” Anantara GM talks hotel trends
By Alexandra Coulton


During a recent gallivant through the Balinese countryside, Travel Weekly sat down with Anantara Seminyak’s general manager Terence Lee to get the goss on what’s hot at one of the islands hottest resorts.

And we’re not talking about the humidity.

Travel Weekly: Tell us about your role at Anantara

Terence Lee: My role is to continue to innovate, making sure that everyone is happy including staff and guests. My mission as a GM – beyond my everyday tasks – is to ensure everyone in the resort is having a great experience.

TW: What are your key priorities for 2019 and beyond?

TL: At present, my focus is on the refurbishment of the hotel which we hope to have complete in the first quarter of 2019.

This will include a new restaurant and lounge, a new spa and the resort will become more centred around the flawless guest experience.

TW: What is the purpose and personality of the “Anantara” brand and how do you, your staff and/or your guests live and breathe these values?

TL: Anantara is a luxury hospitality brand for modern travellers, connecting them to genuine places, people and stories  through personal experiences, and providing heartfelt hospitality in the world’s most exciting destinations.

We definitely have loyal customers who follow the brand all over the world as they feel a sense of trust in the Anantara brand.

Whilst all Anantara properties are different, they all centre around the customer experience and that is what keeps our guests coming back.

TW: What’s the biggest trends and opportunities in the industry at present?

TL: I see social media influencers and the mobile phone as the biggest opportunity for us.

With the millennial customer, everything has to be instant, “instagrammable” and shareable so we are looking to create these moments throughout the resort.

TW: What do you see as the biggest threat to the global travel industry right now?

TL: For us here in Bali, and globally at this moment, would be Mother Nature, last year Mount Agung eruption, the recent earthquakes on our neighboring island, we simply don’t know when it will happen, but we are prepared and trained for this.

The global political climate is also a threat. I see Airbnb as a disruptor but not a threat to us here at the Anantara.

TW: What is the one thing you’d like Australian travel agents to know about the Anantara Seminyak?

TL: At this property, we offer our clients a totally new and different experience, this is hospitality at its best and we pride ourselves on the bespoke and customised experience we offer our guests through their own private concierge.

TW: What keeps you up at night?

TL: Vaguely speaking, my figures but as a GM I face new challenges every day and that’s why I love my job.

TW: How do you relax?

TL: Well, I live in a hotel 24/7 so there’s no great need to relax it’s a dream job, with daily magical sunsets.

However, if I feel the need to escape for a moment, the airport is close by…

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