Nestled across from the United Nations in New York City stands the Millennium Hilton New York One UN Plaza, a hub for world leaders, diplomats, and international dignitaries. At the helm of this prestigious property is Ratna Hendrianto, a General Manager whose impressive journey in hospitality spans over two decades and three continents. With a career marked by dedication and passion, Ratna’s leadership continues to set new standards for guest experiences and operational excellence.
A Journey from Germany to Global Leadership
Ratna’s path in hospitality began in 2003 in Germany, where she was born and raised. Fascinated by the world of hotels and the opportunities to travel and meet people from diverse cultures, she knew early on that this was the field for her. After studying Hospitality & Tourism Management in Heidelberg and Cologne, Ratna set her sights on one goal: to manage a hotel of her own. Her career began in humble roles. As a room attendant. But her commitment to providing exceptional experiences quickly pushed her upward. Over the years, Ratna held leadership positions with global hotel brands like Marriott, Hyatt, InterContinental, and Hilton in Germany, Australia, and the United States. Her dedication to guest service and operational excellence led to various roles, culminating in her current position as General Manager.
A Leadership Style Based on Empowerment
Ratna’s leadership is defined by her supportive and empowering approach. She describes her style as affiliative and democratic, focused on fostering a positive work environment. “I genuinely care for others and encourage my team to take ownership of their roles,” she says. “Empowerment is key — I want them to make decisions and solve problems on their own.” Leading by example, Ratna is committed to creating personal connections with guests, which in turn inspires her team to do the same. She shares the words of Maya Angelou: “People may forget what you said or did, but they will never forget how you made them feel,” a sentiment she encourages her team to live by.
Navigating the Challenges of a High-Profile Location
Managing a hotel directly across from the United Nations presents its own set of challenges, especially during major events like the UN General Assembly. Security is always a priority, and Ratna’s team works closely with local authorities to ensure the safety of guests and staff. Political protests, disruptions, or sudden changes in the political climate can also affect the hotel’s daily operations. But Ratna credits her exceptional security team with handling these issues efficiently, ensuring that operations continue seamlessly.
Supporting Women in Hospitality
As a female leader in a traditionally male-dominated industry, Ratna is passionate about advocating for women’s advancement in hospitality. “Creating opportunities for growth and leadership is essential for empowering women in this industry,” she explains. Ratna has championed mentorship programs where experienced female leaders guide emerging talent, and she actively promotes equal opportunities in hiring and promotions.
“There are still only a few female General Managers in New York City, and I want to change that,” she adds. Ratna believes that an inclusive workplace, where women are encouraged to rise to leadership positions, fosters a stronger and more dynamic organization.
Commitment to Sustainability
Ratna’s leadership extends beyond guest services to include sustainability. Under her guidance, the Millennium Hilton has implemented several eco-friendly initiatives to reduce its environmental impact. The hotel has switched to energy-efficient lighting, installed water-saving fixtures, and introduced a recycling program. The property also sources local, organic ingredients to support sustainable farming and reduce its carbon footprint.
“We are always looking for new ways to be more sustainable,” Ratna says. From reducing plastic waste by providing reusable water bottles to using renewable energy, the hotel is committed to minimizing its environmental footprint while delivering exceptional guest experiences.
Catering to a Diverse Global Clientele
With its international guests, Ratna ensures that the Millennium Hilton offers services and amenities tailored to diverse needs. The hotel employs multilingual staff, serves a variety of international cuisines, and offers culturally sensitive amenities like prayer mats and special dietary options. “We want all our guests to feel at home, no matter where they come from,” Ratna emphasizes. This personalized approach to service helps ensure that everyone, from diplomats to tourists, feels valued and cared for during their stay.
Strategic Goals for the Future
Ratna’s vision for the Millennium Hilton includes expanding its appeal to international visitors while maintaining its reputation for exceptional service. She also aims to position the hotel as a leader in sustainable practices, with further initiatives aimed at reducing the hotel’s carbon footprint and supporting green initiatives.
Additionally, Ratna is committed to enhancing the cultural experience for guests by collaborating with local artists and hosting international events. These partnerships will showcase the vibrant culture of New York City and create unique experiences for visitors.
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