Bali is home to some of the world’s most exquisite luxury resorts, each offering its own interpretation of paradise. Among them, The Ritz-Carlton, Bali stands out with its unwavering commitment to service excellence and immersive cultural experiences. We sat down with Go Kondo, General Manager of The Ritz-Carlton, Bali, to discuss what makes the resort a distinguished sanctuary, the evolving landscape of Balinese tourism, and how the property seamlessly blends the island’s rich heritage with the globally renowned Ritz-Carlton brand.
Bridges: Bali boasts an impressive array of luxury resorts. How would you characterize a stay at The Ritz-Carlton, Bali, and what specific elements distinguish your property from other renowned names on the island, creating a truly unique experience for your guests?
Kondo: What distinguishes The Ritz-Carlton is its steadfast dedication to service excellence. Our Gold Standards are the foundation of The Ritz-Carlton everywhere in the world. The Ladies and Gentlemen of The Ritz-Carlton, Bali encompass the values and philosophy by which we operate every day. At The Ritz-Carlton, Bali, our commitment to quality is delivered daily through the daily line-up. The WOW stories from other The Ritz-Carlton properties were shared as inspirations and a real testimonial for creating guests for life.
Bali’s tourism landscape has evolved significantly. How have you observed changes in the types of guests visiting the island, and what are The Ritz-Carlton, Bali’s primary markets? Specifically, how important is the Japanese market, and how would you describe the unique characteristics and preferences of Japanese tourists?
The Ritz-Carlton, Bali has a strong presence globally and our primary market includes the U.S, UK, Europe, and Asia. The Japanese market is a crucial segment and has consistently been in our top five markets over the years. It has remained stable, and our brand “The Ritz-Carlton” enjoys strong recognition among Japanese travelers.
Japanese tourists have distinct preferences and characteristics. They value high-quality service, attention to detail, and unique cultural experiences. They also appreciate cleanliness, safety, and well-organized travel plans. Additionally, many Japanese travelers seek authentic local experiences while still expecting a high level of hospitality and comfort. From the above, it relates very much with The Ritz-Carlton brand values.
In a destination as culturally rich as Bali, how does The Ritz-Carlton, Bali, ensure that its offerings authentically reflect both the local Balinese spirit and the globally recognized standards of the Ritz-Carlton brand? Could you highlight a few experiences that are quintessentially ‘Ritz-Carlton’ while also being uniquely reflective of Bali?
Every Ritz-Carlton property around the world has its own unique Scenography—a curated series of experiential moments that reflect the essence of the destination. Each Scenography consists of one defining moment and up to five additional scenes designed to leave a lasting impression on guests.
At The Ritz-Carlton, Bali we are committed to our brand promise – creating indelible marks and building strong relationships with our guests to create Ritz-Carlton guests for life.
Go Kondo, General Manager of The Ritz-Carlton, Bali
At The Ritz-Carlton, Bali, our Scenography is inspired by the Source of Life, rooted in the belief that the fundamental elements sustaining Balinese life are culture, water, sun, and wellness. Our defining daily moment is the Morning Ritual, a traditional prayer performed by our Balinese Ladies and Gentlemen before beginning their day.
Every resort activity is thoughtfully connected to the Source of Life pillars, offering guests immersive experiences that celebrate Bali’s rich heritage. For example, guests can participate in a soul purification ceremony—a traditional blessing performed by a Balinese priest using the sacred element of water. Another unique experience is the Market-to-Table journey, where guests visit a traditional local market to handpick fresh ingredients before returning to the resort for a hands-on cooking session, guided by our talented culinary team, to learn authentic Balinese recipes.
With the ever increasing competition in the Bali luxury resort market, how do you maintain a high level of guest satisfaction, and what are the key factors that contribute to loyal customers that return to The Ritz-Carlton, Bali?
At The Ritz-Carlton, Bali we are committed to our brand promise – creating indelible marks and building strong relationships with our guests to create Ritz-Carlton guests for life. Our genuine care and prioritizing the comfort of our guests is one of the key factors that contribute to loyal customers.
A recent WOW moment exemplifies this dedication: While a couple was celebrating their engagement at our chapel, our catering sales team not only executed the event flawlessly but also orchestrated a heartfelt surprise. They invited a talented Lady and Gentleman of The Ritz-Carlton, Bali to sing the couple’s favorite song as they walked down the aisle. The unexpected gesture moved the couple to tears, surpassing their expectations and creating a memory they will cherish forever.
