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Serpil Guney is an influential leader in the hospitality industry, whose exceptional journey has been nothing short of triumphant. With over two decades of expertise, dynamic leadership, and unwavering dedication to rejuvenating every guest experience, Serpil ’s story is a testament to the power of innovation and determination.
The Early Years
Serpil earned an honors degree in fashion from high school and initially, considered pursuing a career in the field. However, upon being accepted, she decided to pivot and focus on business administration and finance instead. After graduating, Serpil landed a position as an internal auditor at an investment bank in Turkey. Eventually, Serpil worked her way up to become a senior auditor of the board and assistant head of the internal audit department, overseeing the auditing of 84 branches.
Despite her success in banking, Serpil eventually lost interest and sought a career change. Living in hotels for work made her realize the joy of meeting people, sharing their stories, and creating meaningful experiences for them. In 2002, she became the Finance Director at a new luxury Hilton hotel, and that’s when Serpil discovered her passion for hospitality. She fell in love with the job and never looked back. Joining Hilton in 2002 was a turning point, as the company provided incredible support to help her develop her skills and achieve her goals.
Serpil’s Distinctive Leadership Style
As a leader, Serpil defines her style as collaborative and empowering, with a strong focus on people. Throughout her career in hospitality, she has learned that the best results come from fostering a positive, inclusive environment where every team member feels valued and supported. She believes in leading by example and encouraging open communication, where ideas and feedback can be shared freely. Over time, her leadership approach has evolved to emphasize emotional intelligence and adaptability more. The hospitality industry is dynamic, and understanding the diverse needs of both guests and colleagues has taught me to be more flexible and responsive. She has realized that true leadership is about cultivating a culture of trust and ownership, where everyone is motivated to contribute meaningfully to the guest experience.
The Luxury Hospitality Post-pandemic and the Emerging Trends
After the pandemic, the luxury hospitality sector is moving towards a more digital and highly personalized guest experience. At Umana Bali, they are embracing this shift by integrating technology in ways that elevate the guest experience while maintaining the personal touch. The Hilton Honors app, for instance, allows guests to manage every aspect of their stay – from digital check-ins to real-time service requests. This frictionless experience ensures that luxury and convenience go hand in hand, allowing guests to focus on enjoying their stay without unnecessary interruptions.
In addition to operational efficiency, they incorporate digital solutions to enhance personalization. By utilizing guest data from their loyalty program and app, they can customize messages, offers, and services based on individual preferences and behaviors. Whether it is selecting a room with the perfect view or receiving personalized recommendations for dining and activities, the team aims to make every stay uniquely tailored and memorable.
Integrating Sustainability in the Daily Operations and Guest Experiences
At Umana Bali, the team prioritizes upcycling and renovation over new construction to minimize environmental impact while using locally sourced materials like Javanese marble and rattan. Inside each villa, guests will find eco-friendly amenities, including vanity kits made from recycled banana leaf paper, coconut shell boxes, and slippers crafted from pandan and mending fibers.
More than 80% of their produce is sourced from local farms, ensuring that every dining experience is as fresh, flavorful, and nutritious as possible.
The resort’s design also reflects traditional Balinese culture. Instead of demolishing and rebuilding, the resort chose to upcycle and renovate its existing infrastructure. The resort maintains the lush surroundings and ensures privacy for guests. This thoughtful approach extends to the use of natural materials and maintaining harmony with the local environment.
Significance of Technology in Enhancing the Guest Experience
While technology plays a pivotal role in improving the guest experience at Umana Bali, it is integrated thoughtfully to enhance instead of replacing personalized service. For instance, digital solutions like Kipsu, a mobile messaging platform used by Hilton properties including Umana Bali, streamline communication between guests and team members. The guests can conveniently message their curator via their mobile phone to make requests or ask for assistance.
The Evolving Demand of High-end Travelers
The luxury travel market has evolved in recent years, moving beyond the traditional expectations of exclusivity and indulgence. Today’s high-end travelers seek personalized experiences that resonate on a deeper, more meaningful level, blending luxury with authenticity, sustainability, and a sense of place. At Umana Bali, Serpil has embraced these shifts by reimagining the luxury experience to align with the changing desires of the discerning guests.
Firstly, the team strongly emphasizes personalization, understanding that every guest is unique. They craft bespoke experiences that cater to individual preferences. Secondly, sustainability has become a cornerstone of the operations. From sourcing locally grown ingredients for their restaurants to embracing sustainable architecture that blends harmoniously with Bali’s natural landscape, the team ensures that luxury and environmental stewardship go hand in hand.
Finally, wellness has taken center stage in luxury travel, and at Umana Bali, they redefined wellness beyond the physical. Umana Bali offers a holistic approach that encompasses mental, emotional, and spiritual well-being, with its signature wellness programs.
Maintaining Exclusivity While Serving Diverse Guests
At Umana Bali, exclusivity means curating personalized experiences that cater to varied tastes and preferences, while still preserving a sense of rarity and luxury. Each guest is treated as an individual, with bespoke services tailored to their desires, whether they are looking for a tranquil escape, a cultural immersion, or an active adventure. They offer a range of personalized options, such as sound healing sessions, meeting the local high priest, or a helicopter tour to the volcano, to cater to different lifestyles and travel motivations. This approach allows them to welcome a diverse range of guests without compromising the intimate and bespoke nature of the luxury experience.
Future Developments in Luxury Hospitality
Serpil is particularly excited about future developments in sustainable technology and immersive guest experiences. Innovations such as eco-friendly practices and personalized digital interactions will enhance guest comfort and satisfaction. Hopefully, these developments can be integrated to provide a more luxurious and environmentally conscious stay.
Empowering the Local Community and Economy While Being a Luxury Destination
The team considers themselves more than just a luxury resort—they are part of the local community.
One of their heartfelt initiatives involves supporting Anugrah Dewata, a local kindergarten in Ungasan village, by helping restore their playground, which needs repair. It’s their unique way of giving back to the community that surrounds and enriches them.
In line with the Balinese philosophy of Tri Hita Karana—the harmony between humanity, nature, and spirituality—Serpil and her team encourage guests to connect with the island’s vibrant culture.
The Future Roadmap
Over the next five years, Umana Bali aims to enhance its position as a leading luxury destination by continuously improving its services and incorporating new trends. The company envisions evolving through innovative guest experiences, expanded facilities, and deeper community engagement, ensuring the resort remains a premier choice for discerning and adventurous travelers.
