“A hotel without people is just an empty framework - true luxury comes from the seamless integration of service and space” - Go Kondo.
Early morning in Bali. From the lounge of The Ritz-Carlton, a breathtaking view unfolds - lush tropical gardens stretching to the horizon, where the ocean waves ripple in the distance. The air is serene, filled with anticipation for a conversation with a visionary leader. Go Kondo’s 25-year career, shaped by an education at Switzerland’s premier hospitality school, speaks volumes. As he enters the room, his Japanese grace immediately captivates. Despite his high-ranking position, his warmth makes us feel like honored guests. This informal yet insightful exchange reveals his values, inspirations, and what truly drives him.
iPremium: Why did you choose to work in hospitality?
G.K.: Initially, I wanted to become an interior designer and considered studying in the United States. However, after my parents’ advice, I realized I could apply my passion for structure and design in hotel management. A hotel without people is just an empty framework - true luxury comes from the seamless integration of service and space. That’s when I decided to pursue hospitality education, learning to design not just interiors but the entire guest experience. Throughout my career, I explored different departments, particularly excelling in F&B (Food & Beverage), where I worked as a director for years. Eventually, my strong skills in finance, marketing, and strategic planning led me to hotel management.
G.K.: Initially, I wanted to become an interior designer and considered studying in the United States. However, after my parents’ advice, I realized I could apply my passion for structure and design in hotel management. A hotel without people is just an empty framework - true luxury comes from the seamless integration of service and space. That’s when I decided to pursue hospitality education, learning to design not just interiors but the entire guest experience. Throughout my career, I explored different departments, particularly excelling in F&B (Food & Beverage), where I worked as a director for years. Eventually, my strong skills in finance, marketing, and strategic planning led me to hotel management.
iPremium: Your career spans several prestigious hospitality brands. How has your experience in W Osaka, St. Regis, and Ritz-Carlton shaped your management philosophy?
G.K.: Each hotel had unique aspects, but my core principle remains the same - attention to detail and crafting a memorable guest experience. At W Osaka, I helped elevate the brand into the luxury segment, at St. Regis, I redefined the Butler Service concept, and at Ritz-Carlton Kyoto, we infused traditional Japanese hospitality into luxury service. Each step refined my ability to adapt global standards to local cultures.
G.K.: Each hotel had unique aspects, but my core principle remains the same - attention to detail and crafting a memorable guest experience. At W Osaka, I helped elevate the brand into the luxury segment, at St. Regis, I redefined the Butler Service concept, and at Ritz-Carlton Kyoto, we infused traditional Japanese hospitality into luxury service. Each step refined my ability to adapt global standards to local cultures.
iPremium: What management principles do you apply at The Ritz-Carlton Bali?
G.K.: At Ritz-Carlton, we follow "The Credo," a philosophy ensuring world-class service across all properties. However, each destination has its own essence. In Bali, balance is key - between luxury and the island’s natural beauty. We create an atmosphere where guests can indulge in both tranquility and cultural immersion.
G.K.: At Ritz-Carlton, we follow "The Credo," a philosophy ensuring world-class service across all properties. However, each destination has its own essence. In Bali, balance is key - between luxury and the island’s natural beauty. We create an atmosphere where guests can indulge in both tranquility and cultural immersion.
iPremium: The hospitality industry is evolving. What trends do you see among modern travelers?
G.K.: Two key trends stand out. First, the influence of social media - many guests arrive with a curated list of places they want to visit and photograph. Second, a demand for personalized, mindful travel. Many come to Bali seeking solitude, yoga, and wellness experiences. Our goal is to provide intuitive, unobtrusive service that aligns with these desires.
G.K.: Two key trends stand out. First, the influence of social media - many guests arrive with a curated list of places they want to visit and photograph. Second, a demand for personalized, mindful travel. Many come to Bali seeking solitude, yoga, and wellness experiences. Our goal is to provide intuitive, unobtrusive service that aligns with these desires.
iPremium: You emphasize gastronomy in your leadership. What role does fine dining play in luxury hospitality?
G.K.: Gastronomy is not just a service component; it’s an art. In every hotel I have worked in, I personally tested every dish before it made the menu. At Ritz-Carlton Bali, we highlight Indonesian cuisine, focusing on local ingredients and authentic flavors to enhance the guest experience.
G.K.: Gastronomy is not just a service component; it’s an art. In every hotel I have worked in, I personally tested every dish before it made the menu. At Ritz-Carlton Bali, we highlight Indonesian cuisine, focusing on local ingredients and authentic flavors to enhance the guest experience.
iPremium: What makes The Ritz-Carlton Bali stand out within the group?
G.K.: The brand’s spirit energizes me - our global synergy. When something significant happens in one property, the entire network of over 120 hotels acknowledges it. This shared energy is unique! Additionally, there’s an internal drive for excellence, with each hotel striving to outperform itself and earn more awards.
G.K.: The brand’s spirit energizes me - our global synergy. When something significant happens in one property, the entire network of over 120 hotels acknowledges it. This shared energy is unique! Additionally, there’s an internal drive for excellence, with each hotel striving to outperform itself and earn more awards.
iPremium: Being from Japan, a country known for its exceptional service standards, how do Japanese hospitality traditions influence your work?
G.K.: Japanese hospitality is rooted in meticulous attention to detail. At Ritz-Carlton, we follow this same philosophy - whether in service presentation or guest interaction. True luxury lies in perfecting the smallest details. I train my team to observe guests’ moods, anticipate their needs, and create meaningful moments.
G.K.: Japanese hospitality is rooted in meticulous attention to detail. At Ritz-Carlton, we follow this same philosophy - whether in service presentation or guest interaction. True luxury lies in perfecting the smallest details. I train my team to observe guests’ moods, anticipate their needs, and create meaningful moments.
iPremium: What do you consider Marriott’s greatest achievement?
G.K.: Marriott Bonvoy. It’s an outstanding and user-friendly platform that allows guests to book worldwide at the best rates, manage their reservations, and engage with live concierge services.
G.K.: Marriott Bonvoy. It’s an outstanding and user-friendly platform that allows guests to book worldwide at the best rates, manage their reservations, and engage with live concierge services.
iPremium: What are your future plans?
G.K.: Perfection is always the goal. At Ritz-Carlton Bali, we will continue enhancing personalized service, expanding our gastronomic offerings, and introducing new luxury experiences. We plan to open a Japanese restaurant and develop co-branded collaborations to elevate our guests' journey even further.
G.K.: Perfection is always the goal. At Ritz-Carlton Bali, we will continue enhancing personalized service, expanding our gastronomic offerings, and introducing new luxury experiences. We plan to open a Japanese restaurant and develop co-branded collaborations to elevate our guests' journey even further.
Website: ritzcarlton.comthe/ritz-carlton-bali
