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Hot Seat
The Oriental legacy
The peerless hotelier, Kurt Wachtveitl, general manager
of The Oriental, Bangkok, has created a 40-year legacy of excellence. He speaks
of his journey so far and his vision for the hotel's future. By Neeti Mehra
 Kurt
Wachtveitl's love affair with Thailand began in 1961. Khun Kurt, as he is affectionately
known, had attended Lausanne Hotel School in Switzerland. It was then that the
sometime student of Philosophy at the University of Madrid, and History of Art
& Literature at the Dante Alighieri School in Rome, met his Thai wife, Penny.
Recounting his first brush with the people of the country that has become his
home, Wachtveitl says, "One afternoon in 1961 when I worked at Beau Rivage
in Lausanne, Switzerland, I saw many Thais seated on the floor in the presence
of their King and Queen who were enjoying afternoon tea at the hotel."
As he began to meet many more Thais, especially students through Penny, the
Thai way of life percolated under his skin - "Buddhism, Thai food and fun
for life," he remarks of the Thai triad that captured his imagination.
Then, when he visited Thailand in 1965, nothing surprised him. "It was
just like I had been living in this country in a previous life. The Thai way
corresponds to the beat of my heart," says the hotelier, whose heart has
stayed loyal ever since.
Parable of passion
In 1967 at the age of thirty, the hotelier faced his greatest challenge when
he was appointed as the general manager of the Oriental. "Turning a sleepy
hotel into an international deluxe hotel, awakening the potential of history,
the Oriental's location by the river and bringing out the wonderful cultural
characteristics of the Thai people which is unique in the hospitality industry
was tough," he says adding that at that time the property in question was
rather rundown.
He speaks fondly of mentors who held a stake in the property
- Giorgio Berlingieri and his Thai partner Dr Chaiyudh Karnasutr, owner of Italthai
group, who had invited him to work for The Oriental. Standing in the garden
by the river, they drafted a vision to make it world-class. The first step was
Le Normandie, the French restaurant. "From then on the enhancements never
stopped. It is through their vision that I am here today and the Oriental has
become the legend that it is," he says. His education also held him in
good stead. "My education helped me appreciate the intricacies of the hotel
business for which I feel a great passion even today," he says.
Staying power
What spurred the hotelier to stay on for four decades in an industry rife with
attrition? The secret, he says, is a very close-knit relationship between the
owners, staff and guests. It is no mean feat to have achieved, considering its
employees on an average stay with the hotel for fourteen years! "The relationship
between employees and guests is really what makes the hotel special. We have
been able to maintain this relationship despite additions to our staff. The
Oriental has a sense of tradition and our attention to detail is what made it
stand the test of time. I think that this is the secret to the Oriental's longevity,"
Wachtveitl says.
The focus - consistently high service levels to ensure guest happiness. This,
he reiterates is determined by the quality of relationship between staff and
guests. "A smile plays an important part. Without it the best service,
even technically perfect, becomes cold, pale and impersonal. Real hotel service
is nothing else but a welcoming attitude accompanied by smiles and efficiency,"
he states. After all, says the dream maker, in the luxury market, you are selling
dreams.
| Located on the banks of the Chao Phraya River and
with a 130-year history, The Oriental, Bangkok is linked with the history
and tradition of Thailand. It has grown and developed alongside the city
of Bangkok for over a century while maintaining its rich sense of tradition
and culture having played host to Thai royalty.
It has a long-standing association with the literary
world, having hosted writers from Somerset Maugham to Sir Peter Ustinov.
This literary tradition also extends to a younger generation of Asian
writers, winners of the prestigious Southeast Asian Writers Award (SEA
Write), that was initiated by the hotel.
The hotel has recently completed a series of renovations
that include the total transformation of the Thai restaurant Sala Rim
Naam and the Barbecue Terrace, the swimming pool, The China House, and
the addition of a new ayurvedic spa penthouse.
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Full steam ahead
The hotelier has no intentions to hang his boots yet. Five years down the line,
he hopes to be very active while enjoying the good things in life. "With
divine help," he adds jokingly. The Oriental has just completed it extensive
series of renovations that began at the start of this millennium. He looks forward
to a very good year in 2008. For him, work is his hobby. "I have no other
hobbies," Wachtveitl exclaims.
He believes that the industry is moving back to the era of the extravagant traveller
- of travellers who expect a splendid experience. "The inhabitants of great
hotels are the most pampered creatures on earth. Hotel staff must be instructed
to serve and face them! As the staff at Oriental usually says, give me a difficult
client, I like the challenge!" he states. Pure luxury, to him is when everyone
in the hotel knows a guest's name, knows what they like to drink, knows what
type of bedspread they prefer, and is able to fulfil their every need and wish
even before they ask for it.
For holidays, he revels in the Ritz in Paris, where he spends time away from
the madding crowds. Ask him about India and Wachtveitl says, "I know all
the great palaces in Rajasthan - India is truly a unique and magnificent experience."
He believes the secret of his success is passion. "I believe it is always
important to remain passionate about the things you do. Passion is certainly
paramount in running a legendary hotel like The Oriental." He concludes
with a twinkle in his eye and says words which he has lived, "You have
to love what you do or don't do it at all."
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