Stephen Kuberan Benedict, Front Office

Stephen Kuberan Benedict

In this interview, Stephen Kuberan Benedict talks about the role of Front Office Manager at Anantara Desaru Coast Resort & Villas and some tales from abroad.

What do you do?

I directly supervise all front office personnel and ensure the proper completion of all front office daily duties. I plan and coordinate assignments of the Front Desk, Guest Services, Guest Relations, Concierge Services, Villa Host, Call Centre and Night Audit. One of my daily focuses is the Guest Satisfaction Survey and Team Members’ productivity. I balance monthly profit and loss for the department and provide an executive summary as one of the critical areas of focus. 

How did you get into the industry?

While waiting for high school results, the service industry was my first full-time job right after school. Being in the Food & Beverage division inspired me to join the hospitality sector. Since then, I have remained in this incredible industry where the sky is the limit.

Share with us a story from behind the scenes.

Up until the moment a guest checks in, the staff could be scrambling to assign a room. During peak periods, some of the rooms are back to back, meaning that housekeeping has to clean the room the minute the guest checks out. Amenities such as flowers, fruits, pastries, wine and welcome cards are hurriedly put in place. All the staff look calm and collected when they welcome the guest at the front of house – the complete opposite of the rush to prepare the room just minutes ago.

What’s a food memory from your childhood or travels that stands out?

Anything to do with chocolate is my all-time favourite, regardless of whether it is solid or liquid. One of my childhood recipes was Milo powder mixed with condensed milk without adding any water. It was thick and so yummy! And of course, not forgetting my grandfather’s cooking, you can never go wrong with that. Iguazu Falls in Argentina, standing at the devil’s throat, where the falls are at their highest and deepest, is a priceless moment of literally standing there in silence, listening to nature and crashing water, and wondering how on earth all this came to be. 

What’s the best/ worst part of your job?

I love the fact that I get to make all guests’ stay a pleasant one. My team and I come up with creative ways of making happiness happen daily, like magic.

The worst part is that in today’s fast-paced environment, comments on the Internet, whether negative or positive, spread like wildfire. Some of these comments were written by someone who is a little disgruntled and did not give us the opportunity to make any recovery.

What is Stephen Kuberan Benedict’s favourite food and beverage pairing?

As a true Malaysian, Maggie Goreng with Milo ice is the best street food pairing for me. 

What’s one of the craziest things you’ve seen behind the scenes? 

Having the opportunity to toil around the globe, I could already start writing a book about amusing situations. Nevertheless, the hilarious part of this amazing experience is that I have the honour of visiting the local police station in every destination I have worked in. There is always something to be reported, testified or investigated related to the property. 

The perfect day off would be…

Being away in a place where you don’t have network coverage and doing nothing.

A day in the life of Stephen Kuberan Benedict is…

Preparing for the unexpected and planning for the best. As I attend to many high-profile guests daily, keeping my finger on the pulse and ear on the ground is vital. 

What does Stephen Kuberan Benedict do for fun?

I love driving, and I can do that all day and night. Different types of cars and new locations give me excitement. My favourite routes are the coastal roads. 

What’s something you’d like guests to know about Anantara?

Guest experience is the biggest motivator for MINOR Hotels, as our motto is ‘Life is a Journey’. You will always find an Anantara Resort located in unique destinations like nowhere else in the world. My personal recommendation for Anantara Desaru will be the Deluxe Seaview Corner Room, which comes with a spectacular view and a large wrap-around balcony. 

How has the pandemic changed you, your perspective, or the way you operate?

The pandemic has brought me home to Malaysia, and I am glad I did. Being abroad for more than eight years in the fast lane of the hospitality industry – I missed my parents. Now, I have time to reflect and settle down personally. Our SOP file for service got a lot thicker in terms of business, and we are much more mindful of our surroundings. We have gotten more vigilant in the way we operate the industry and in the way we choose and interact. 

What’s something you’d like people to know about being a Front Office Manager as a profession?

In a fast-paced working environment with daily changes, being a hotelier can be stressful but rewarding at the same time. Working an average of 12 hours per day and sometimes without a weekly day off is normal for us. As a Front Office Manager, having an eye for detail is crucial while ensuring guest satisfaction is exceeded. Being the centre of information for the front and heart of the house while delegating the right task to the right person at the right time is one of my specialties. 

What’s your view on the hospitality scene on Desaru Coast?

My first time on Desaru Coast made me feel that I was in a different country, especially when driving across the Johor River bridge. There are plenty of choices for everyone here, from the premium resorts to low-range hotels which can cater to virtually everyone’s budget. I believe that Desaru Coast will be an amazing destination in time to come. If you are a person who loves sun, sand, and the sea, this is the place to be in the south during the non-monsoon season. 

What practices do you currently implement or hope to implement in the future to work towards social responsibility and sustainability?

We have converted our resort activity lists and restaurant menus into QR codes. This has allowed us to significantly reduce the cost of printing materials. Currently, we are offering guests the option of having their invoices emailed instead of printing them out. Future plans in the pipeline include developing an Anantara Desaru app. 

What’s in store for you in the upcoming months? 

With the opening of the border, I am excited to welcome our foreign guests while complying with our Anantara brand standards. I enjoy the buzz of a full house situation.

Read more interviews such as this one with Stephen Kuberan Benedict here, and stay up to date with the latest food and beverage happenings in KL here.