Raymond Koh
Raymond Koh, director of operations at The Banjaran Hotsprings Retreat, gives some advice to newbies in the industry and reveals some of his most memorable moments.
What do you do and how did you get into the industry?
I enrolled myself as a Diploma program at Taylor’s College School of Hospitality in 1998. I graduated two years later and worked in my first city hotel as a Front Office Assistant. I worked my way upwards until now (20 years and counting).
Share with us an interesting story from behind the scenes.
Tip of an iceberg: what people see on the upper part is very different compared to what lies underneath. Success and achievement don’t come overnight. Patience, perseverance, planning and execution are all part of the learning process that must be endured to move forward.
What’s a food memory from your childhood or travels that stands out?
My Hong Kong and Shenzen trip back in the 1990s stand out. I had dim sum for breakfast daily (overloaded) and big chunks of fried Chinese broccoli that were impossible to stuff in your mouth.
What’s the best/ worst part of your job?
Meeting guests with different characters and personalities is both the best and the most challenging. Some are a bit more challenging than the rest and require a different approach to handle.
What’s your favourite food and beverage pairing?
Pork fried rice with BBQ ribs or bacon and ice-cold beer.
The perfect day off would be…
… disconnecting the phone and data.
A day in the life of a Raymond Koh is …
Fulfilling and satisfying.
What do you do for fun?
Some Running in the neighbourhood, spending quality time with family, watching cooking programmes.
What’s something you’d like guests to know about The Banjaran Hotsprings Retreat?
It’s a good company with inspiring leaders that equips you with the knowledge to succeed in work.
What’s something you’d like people to know about being a Director of Operations as a profession?
It’s both hectic and fun at the same time. Managing our team’s and guests expectations and running smooth operations all need proper planning and execution of tasks accurately.
What’s your view on the hospitality industry in Malaysia?
The pie is getting smaller each day. We do our best on a daily basis, prepare for the worse and repeat the same on the next day. Jack MA advises – “Forget about your competitors, just focus on your customers and serve them well” – it’s a powerful and useful reminder that I always keep in mind.
What’s in store for you in the upcoming months?
Finishing our preventive maintenance program for all our villas before year-end. We’ll also schedule a photo shoot of our retreat before the end of the year. Also, we’ll be planning for next year’s KPI and targets.
Find more interviews similar to this one with Raymond Koh here. And, stay up to date with the latest food and beverage happenings in KL here.
Worked his way up from front office, this guy sure has my respect!
Oh was there a landslide there recently?