Budi Wahjono’s journey through the hospitality industry reads like a seasoned traveller’s map, dotted with destinations across Indonesia and the Middle East.
Beginning his career in Bali in 1990, Budi has witnessed the island’s transformation from a budding tourism destination to a global icon.
With over three decades of experience, he has navigated various roles in cities like Surabaya, Jakarta, and Jember, as well as international stints in Qatar, Kuwait City, and Egypt. Returning to Bali in 2011, Budi took on his first General Manager position in East Java in 2013, marking the start of his leadership in hotel management.
His commitment to hospitality led him to further his education, earning a Master’s degree in tourism from Trisakti University during the pandemic. Now, as the General Manager of Pullman Lombok Merujani Mandalika Beach Resort, Budi continues to apply his extensive experience and passion for the industry, shaping unforgettable experiences for visitors to Lombok’s stunning shores.
You have had an impressive career in the hospitality industry. Can you share some key moments that have significantly shaped your professional journey?
Over my 34 years in the hospitality industry, what has truly shaped me is the core mindset of hospitality: friendliness and a willingness to serve others. For example, when I walk through a mall or shopping centre and see a tissue on the floor, I instinctively feel as though it’s my responsibility as if it were my own hotel. I have this automatic urge to pick it up and dispose of it properly. This mindset has become a habit for me.
This is one of the positive aspects of working in the hospitality industry. There are many other positive influences that have shaped me in my daily life. The industry has deeply impacted me, moulding my behaviour and attitude in ways that extend far beyond work.
What motivates you personally in your role as a general manager and how do you inspire your team to strive for excellence?
With 34 years of experience in the hospitality industry, I’ve developed a collection of what I call “best practices.” Each hotel I’ve worked in has taught me different lessons, and I’m passionate about sharing these with others—especially the younger generation just starting in the industry. I believe in learning continuously, and I find joy in passing on my knowledge.
From 2000 to 2005, I lectured at a university in Surabaya, and even now, I frequently train our staff across various departments like housekeeping, food and beverage, and management. I focus on best practices that remain relevant today, such as how to treat guests with care and provide exceptional service.
During my time at an international hotel chain, I served as a facilitator for what we called ‘service plus.’ I taught employees daily, covering essential topics like guest interaction, meeting personal and practical needs, and handling difficult situations or complaints.
I’m passionate about sharing my expertise because I believe it makes a real difference in our daily work at the hotel. Passing on these best practices is something I truly enjoy.
Tell us about Pullman Lombok Merujani Mandalika Beach Resort.
Pullman Lombok had its soft opening on the 1st of August 2022, followed by a grand opening in July 2023. The resort features 230 rooms and 27 villas, bringing the total to 257 keys. Guests can enjoy a range of facilities, including two restaurants, a pool bar, a swimming pool, a gym, a spa, and various recreational activities.
As the only 5-star hotel in the region, Pullman Lombok has quickly become a top destination for the middle to upper market in Lombok, particularly in the Mandalika area.
In addition to its own meeting rooms, Pullman Lombok collaborates closely with the Pertamina Mandalika International Circuit, as both are under the same ownership. This partnership often grants Pullman guests exclusive privileges, such as access to the circuit for activities like bike or motorcycle riding, or even hosting meetings in the circuit’s various meeting rooms, which offer different capacities.
What do you see as Lombok’s biggest strength as a tourist destination? And how is Pullman Lombok leveraging these strengths?
Lombok is a very beautiful island with many destinations that guests should explore. Specifically, the area surrounding Pullman Lombok is also a stunning destination in its own right. One of the highlights in the Mandalika area is the Pertamina Mandalika International Circuit, which is positioning itself to become a hub for sports tourism.
The master plan for the ITDC Mandalika area spans about 1.175 hectares and includes plans for a golf course, equestrian facilities, tennis and paddle courts, and several luxury hotels. The development of the circuit further cements Mandalika’s reputation as a premier destination for sports tourism.
Pullman Lombok is strategically leveraging this by aligning itself with the growing sports tourism sector. For instance, we’ve prepared special parking areas in the lobby for luxury cars to ensure their security. We also provide shuttle buses to the circuit and offer our guests information about the most exciting destinations around the hotel, such as surfing spots and hiking trails. Our ongoing preparations are all about catering to our guests’ needs and enhancing their experience.
Are there any local businesses or initiatives that Pullman Lombok partners with to enhance the tourism experience in Lombok?
Yes, definitely. Every weekend, we invite local businesses to display their product in the area surrounding our main pool. They prepare their products to sell to our guests, some of which includes the local fabric that we call kain tenun, and locally harvested pearls, and so on. We provide support for the local community to grow their business by introducing them to our guests.
We also host many big events in the ballroom, the last time was the Ministry of Tourism’s visit. If the participants of the meeting are coming from overseas especially, we would then invite some local businesses to display their products in the ballroom. That way, attendees get to browse through the local products, whether after the meeting or during a break. Instead of going somewhere else, they can find it within the hotels. This is one of the ways that we, in cooperation with the local people, help them develop their businesses’ brand awareness.
With Lombok’s tourism sector growing, what future developments or projects are you most excited about in the region?
Before we talk about development, we need to address the issues we are facing in Lombok. We still have a lack of connectivity and by that, I mean flights. Things were different between before the pandemic and now. Before, we had direct connectivity with Australia, through cities like Perth and Darwin. But as of now, we only have direct connectivity to Kuala Lumpur and Singapore. Aside from that, there’s only access through domestic flights from Bali, Surabaya, Jakarta and Yogyakarta.
In this case, we need to communicate very closely with the government to solve the issue. Because without that connectivity, it would be challenging for tourism to keep progressing when it is still growing. So, for the time being, we try to approach the local market such as visitors from Jakarta and Surabaya. This is currently the more dominated market for Pullman Lombok. So for me, the most exciting development would be connectivity.
Can you tell us about the architectural and design philosophy behind Pullman Lombok?
Essentially, Pullman Lombok’s design is primarily modern and minimalist, but we’ve thoughtfully integrated local Lombok patterns into certain elements. For example, if you look inside the rooms, you’ll notice the wardrobe doors are adorned with these traditional patterns. Similar motifs are also found in the graphics in the restaurant and public areas. The intent behind this choice is to infuse contemporary with the local touch.
In the lobby, we’ve incorporated sculptures of the Mandalika flower, a bloom native to this region of Lombok. This design choice highlights the unique flora of the area. Additionally, we feature representations of local wildlife, such as the Celepuk bird, which is native to Mandalika. This bird, similar to an owl, adds another layer of local authenticity to the hotel’s design. Everything is rooted in Mandalika’s natural beauty and cultural heritage.
What is next for you in Pullman Lombok Merujani Mandalika Beach Resort?
During the initial soft opening in 2022, we still hadn’t opened the villas, the restaurant, and many others. Then when we had our grand opening last year in July 2003, we finally opened all the rooms and all the facilities. However, we still have some new projects coming up including a plan to enhance the capacity of our meeting rooms.
We would like to have a jetty in our beach area to do water sports activities like snorkelling, banana boats, canoeing, and so on. The new jetty plan was initially going to be this year. As you know, our beach area is not swimming-friendly due to the corals. However, it is still a beautiful scene for water activities. We suggest wearing beach shoes to avoid injuring your feet, and you can still enjoy yourself on the beach. This is the nearest development that we would like to make this year.
How can our readers get in touch?
The easiest way for the readers to contact us is through our Instagram. They can also pay a visit to our website and the Accor website where they can find our WhatsApp number.