".. I had the privilege of working with some incredible leaders who not only supported me but also had faith in my abilities and helped me advance in my career. Now it is my turn to mentor and give back to the team who is working with me. "
Dieter Ruckenbauer, from Austria, began his hospitality career in Switzerland, and started his professional career as a trainee manager at the Salt Lake City Marriott. His talent and flair led him to work in top hotels across Europe, Middle East and Asia.
Dieter is currently the General Manager of Le Méridien Bangkok. Amongst the awards that the hotel has received are four prestigious awards from the 2023 Haute Grandeur Global Awards.
Recently I made an interview with Dieter, and Dieter just has so much to share.
- What do you do at Le Méridien Bangkok?
I am the appointed General Manager of the hotel
- Tell us about your journey, how did it all start?
The following sums it up best.
Dieter Ruckenbauer, an Austrian by birth, demonstrated his love of hospitality at a young age. Dieter’s favorite play area as a child was the kitchen. He volunteered to clear tables and serve guests at several local festivals when he was a teenager. He worked as a server and occasionally as a sommelier at a fine-dining restaurant to support himself during his education.
At the age of 15, he started working as a culinary trainee. Following his exceptional mastery of the professions of professional chef and restaurateur, he was granted the formal title of ‘Diplom Touristik Kaufmann’ and a Diploma in Tourism Management in 1993. In 1994, he started working as a chef de rang in the Swiss French Alps.
After spending one winter season in Switzerland, he got an offer to work as an assistant waiter onboard the brand new luxury cruise ship, Crystal Cruises. Following the conclusion of one contract, he was designated as a United Nations peacekeeping officer and deployed to the Middle East on a special assignment.
In 1996, he returned to the hospitality field and joined Marriott International at the Salt Lake City Marriott Hotel in Utah. This property accepted him as the first management trainee. The management team quickly realized how talented and committed he was, and as a result, they allowed him to finish the Supervisor and Management in Training programs for the front office, night audit, housekeeping, laundry, restaurants, and catering. He was the first and only management training within the company who completed those.
Dieter relocated as Junior Sous Chef to the JW Marriott Hong Kong following the successful completion of his management training program. The JW Marriott Hotel Hongkong was Asia Pacific’s flagship Marriott property. His potential was quickly recognized by the executives, who promoted him to the position of specialty head chef at the JW Californian Grill. For those who loved steak and American lobster in particular, JW Californian Grill was the go-to restaurant in Hong Kong in 1999.
Dieter progressed in his career and took on the role of Executive Sous Chef at the Amman Marriott Hotel in Jordan, where he oversaw all restaurant restorations and concept repositioning.
Following a two-year tenure, the Asian Pacific team recommended that he return to Southeast Asia to assist with the culinary operations of the Singapore Marriott Tang Plaza Hotel, which was the second-best Marriott performing hotel.
Dieter won the 2003 Manager of the Quarter award, and the State of Singapore presented him with the Golden Lion medal for excellence in service a year later. He took part in the 2005 cookbook “Hearty Delights” publication.
As the Executive Chef of the Shanghai Marriott Hotel Hongqiao, Dieter relocated to Shanghai in 2005 and assumed leadership of the culinary team. In addition to managing the hotel’s operations, he was given the role of Shanghai Cluster Executive Chef, which includes overseeing talent development and procurement programs for eight Marriott hotels in Shanghai.
After a mere two years, Dieter received an invitation to relocate to the JW Marriott Hotel Bangkok, where he assumed leadership of one of Marriott’s biggest food and beverage operations in Asia-Pacific. Numerous restaurant honors were given to the hotel when he was in charge.
Additionally, Dieter was asked to join the Asia Pacific Culinary Advisory Board. Furthermore, he was involved in the publication of ‘The Signature’ cookbook and was a founding member of the inaugural Thailand’s Chef Charity event.
Dieter became the Director of Food and Beverage at the Singapore Marriott Tang Plaza Hotel in 2010; he was promoted to Hotel Manager in just two years. Along with conceptualizing Java+ and the renowned bar “The other Room,” he led the entire hotel renovation.
On top of that, the hotel won the Luxury Restaurant Hotel award, the International Award of Excellence Wine Spectator award, and the distinction of having the highest restaurant occupancy in Asia Pacific from 2013 to 2015. It is also noteworthy to mention that the hotel generated record amounts of revenue from the retail area, surpassing USD $1 million in sales of Mooncakes alone.
In 2016, Dieter was requested to move back to Bangkok and take the lead in the opening of the iconic Marriott Marquis Queen’s Park, which was the largest opening project under the Marriott Brand during that time.
Dieter’s skill at building solid foundations for sustained success is still evident today. Apart from the opening of the first Akira-Back restaurant in Thailand, there are several iconic places to eat and drink, such as the Goji- Kitchen, Siam Tea Room, Pagoda Restaurant, and the rooftop A-Bar. Being a genuine visionary in the business world, he created and launched the first F&B Sales and Reservations department, which has been instrumental in the Marriott Marquis Queen’s Park’s F&B operation’s success to date.
In 2018, Dieter received a promotion to General Manager, where he oversaw the operation of Koh Samui’s Vana Belle, a Luxury Collection Resort. He worked with the staff throughout the years to turn the business into a true luxury property with a focus on service, which led to the achievement of the top guest satisfaction score in Asia Pacific, which included the highest score for cleanliness.
In addition, the resort was the first to introduce a residential bath room amenity that offered a 100% natural, organic product made from pure plant essential oils and to eliminate all plastic water bottles from its operations.
Dieter has consistently provided owners with strong financial results over his career. The fact that he achieved the highest resort occupancy since the hotel’s opening, the biggest growth in the RevPAR Index in 2019, and the strongest financial flow through among all luxury hotels in Asia Pacific is not surprising.
Additionally, the hotel received the Traveler’s Choice Best of the Best award for 2020 and 2021. Furthermore, the hotel was recognized to be among the top 1% of the best luxury hotels in the world. Vana Belle assumed the lead in market share among all Koh Samui luxury hotels in Q3 and Q4 of 2021. The satisfaction and development of his associates are Dieter’s highest priorities. Vana Belle, a Luxury Collection Resort, received recognition as the top performer in APEC for training and development in 2020.
Dieter returned to Bangkok in 2022 as General Manager of Le Méridien Bangkok, to oversee a $7.6 million hotel refurbishment and a repositioning.
Associate development and personal development are core components for him. Besides investing in over 186 training hours/associates Dieter invests a lot of time in self-development. In addition to earning an MBA with honors from Stamford International University, he has completed MDAs in Sales & Marketing, Finance & Owner Relations, and Leadership. He also holds a master’s degree in revenue management from Cornell University.
Additionally, he regularly gives guest lectures at Thammasat Business School in Thailand, Royal Roads University, Andrassy University, and Management Center Innsbruck.
- What made you decide to pursue a career in the hospitality industry?
I was able to spend a lot of time in the kitchen as a child. Looking at colorful food pictures in cook books simultaneously, I enjoyed observing family members while they made lunch or dinner. The sound of seared meats and the way to cut and handle a chef knife. The smell and aroma of fresh produce fruits and vegetables, such as perfectly ripe tomatoes and fresh herbs, or the skill involved in cake artistry—all these points fascinated me and piqued my interest in pursuing a hospitality career.
- Can you tell me about your first job in the hospitality industry?
My first job was volunteering to clear tables and serve guests at several local festivals as a teenager.
- How would you define the purpose of a hotel?
The hotel serves as much more than just a location for lodging. The aim is to deliver an exceptional experience by means of client interaction, committed service, and meticulous attention to detail.
- What experience have you had in hotel industry?
I worked in the food and beverage department as a steward, chef, waiter, banquet supervisor, catering supervisor, or as a front desk agent, concierge, bellman, or lounge employee. This allowed me to learn the craft from scratch.
In addition, I managed night audits, worked in receiving, and performed housekeeping, public cleaning, floor supervision, and laundry duties. Apart from that, I spent time in sales and marketing in addition to events.
- What education have you received in hotel management and hospitality?
I completed the Tourism Management School in Bad Gleichenberg Austria.
- What motivates you about working in hospitality?
Being employed in the hospitality industry is fantastic. Every day is different from the next. One has the opportunity to meet and work with amazing people. One gets the chance to learn more about various cultures, customs, and traditions as a result of the job. I was able to grow professionally and take advantage of the chance to travel and see different regions of the world.
- Why do you want to be a manager for this hotel chain?
Since 1996, I have been employed at Marriott International. I like our fundamental values and our culture. I had the privilege of working with some incredible leaders who not only supported me but also had faith in my abilities and helped me advance in my career. Now it is my turn to mentor and give back to the team who is working with me.
- What have and what will you try to accomplish in this hotel?
I have the good fortune to work together with a fantastic group of people. Besides accomplishing a USD 7.6 million hotel renovation, we were able to reposition the hotel post-covid. The team’s diligence and commitment paid off as they secured the top spot in terms of market share, the highest levels of associate and guest satisfaction since the hotel’s opening, and substantial profits for the company’s owners.
11. What category of guests do you receive? Leisure, business, domestic?
We receive a broad variety of leisure, business, and domestic travelers.
12. What attractions would you recommend to hotel guests?
Easy-accessible attractions for first-time Bangkok visitors include the Grand Palace, Wat Pho, Wat Arun, China Town, the JJ Weekend Market, and the Patpong Night Market.
Other interesting areas to explore are Lumpini and Benjakitti Park, discovering Bangkok’s Khlongs, and using the Khlong Saen Saep Boat Service. Wat Phra Chetuphon, the flower market Pak Khlong Talat, the museum of contemporary art, or the Patpong Museum.
Of course, there are an abundance of shopping malls to choose from if you come to Bangkok to shop.
13. What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
Today, location is everything when selecting a hotel in Bangkok. Le Meridien is easily accessible from the high way and its location in the heart of old Bangkok makes it favorable to reach any key destination in the city.
It doesn’t matter if you are in Bangkok for business or leisure. Our hotel is located across Bangkok’s oldest night market and both MRT and BTS are in walking distance.
The recently fully renovated hotel is well known for its spacious rooms that start at 36sqm.
Le Meridien is part of the famous Marriott Bonvoy program and offers now a stunning lounge on the top floor of the hotel reflecting true luxury. Besides that, we are the only Marriott property that offers a Circle Wellness Club Floor and a private Flow Onsen.
14. Could you tell us about some new initiatives that the hotel has recently unveiled?
Our Circle Wellness Club Guest room. This particular room is dedicated to single travelers who visit Bangkok on business, leisure or a combination. It attracts the person who puts wellness first. The guest that focuses on one or some of the five mutually interdependent dimensions. If it is physical, mental, emotional, spiritual or social wellness.
This special room category includes not only specific room features such as a round wellness bed with a duck down high-density mattress topper, extra fine- 400 threads luxury cotton linen, a high-pressure hand-held shower, a free-standing bath tub, a Japanese Toto washlet.
The extra-large windows provide lots of natural day light, the neutral color tone compliments to the persons wellbeing. Light workout equipment is provided and we are even providing a home trainer if required.
Furthermore, guests who book this room get free complimentary healthy mini bar filled with healthy vitamin drinks, daily flavored water and can enjoy our private Flow Onsen for 30minutes once per stay.
15. What incentives do you offer to travel agents and tour operators?
Besides the Marriott International benefits communicated, we seek regular engagements with our travel agents. The Relationship is key. We always welcome agents to visit and experience our property. If that is not possible, senior leadership regularly visits our business partners, and we offer and love to schedule conference calls. These calls provide a great platform for all our business partners and their employees to learn more about the property, get to know the property team, and ask questions not only about the hotel but also about the destination.
16. What are the sustainable practices that the hotel follows?
The hotel employs numerous sustainability measures. We provide free water in recyclable bottles for everyone. We no longer supply plastic straws. We serve only cage-free eggs and source certified sustainable seafood. In addition, we are obtaining regional ingredients.
In order to better control our ambient temperature, we just updated all of our chillers and are already collecting rainwater that is used to water our gardens.
Natural daylight penetrates our conference spaces and guest rooms. We recommend environmentally friendly meeting setups to our guests. This features top-notch meeting furniture that doesn’t need any linen. We construct communal water stations and use plastic-free stationary. There is an extensive waste management and recycle program in place.
It is discouraged for our employees to bring single-use plastic to work, and they try to take the stairs rather than the elevator whenever possible. Furthermore, we emphasize the use of live plants everywhere. Plus our associate practice carpooling.
17. In your opinion, what factors contribute to excellent customer service?
There is an old saying that is still valid today: “The customer is king.” Hospitality is a service industry, and excellent, exceptional customer service has to do with true engagement, active listening, understanding guest needs, and delivering personalized service before being asked. Consistently delivering the above contributes to excellent customer service.
18. What is your leadership style?
A humble leader, a good listener, keen to learn, and resolute in the desire to help others. A leader who consistently seeks engagement with associates, guests, and business partners. The collected information is used to identify and realize opportunities.
I am continuously looking ahead by establishing long-term strategies, identifying how best to proceed, engaging with the team by providing clear directions and training, generating confidence and hope, and taking action.
19. What are your greatest strengths?
Being aware of the consistently changing environment means embracing change, acting with integrity, and driving excellence at all times through coaching and developing team members.
20. In your opinion, what is the most challenging aspect of a hotel manager’s job?
The most challenging aspect of running a successful hotel is creating a sense of belonging for all associates.
It involves bringing all team members together, setting clear goals and standards, and creating a sense of purpose and belief. Associates need to love what they do. Their enthusiasm will be sparked by this, which will enable them to give their finest work.
21. Tell us about a time when you demonstrated your leadership.
It doesn’t come with surprise but the most recent pandemic years, 2020–2021, would be a suitable illustration. As general manager one impacted a lot of lives and families. I am proud that through team work we were able to retain all our associates. We made sure that we look after all associates and guests by focusing on property maintenance, training and development.
This resulted in true bonding, increased productivity and enhanced the quality experience for our guests. The property was awarded by a large amount of international and domestic awards and accolades.
22. On that note, what industry accolades and awards have your hotel received?
We are immensely proud to announce that both Le Méridien Bangkok and SPA by Le Méridien have been recognized with the Travellers’ Choice 2023 awards by Tripadvisor. These accolades are particularly meaningful because they come from the community of travelers themselves. This recognition is a testament to the exceptional experiences we provide to our guests.
Our achievements do not stop there. Le Méridien Bangkok has also received four prestigious awards from the 2023 Haute Grandeur Global Awards. These include:
A. The Best Bed and Breakfast Hotel in Asia
B. The Best Hotel Residences in Asia
C. The Best Business Hotel in Thailand
D. The Best City Hotel in Thailand
Furthermore, we have been awarded the Silver Award in the Location Hotel, Accommodation category at the 2023 Thailand Tourism Awards. This recognition holds a special place in our hearts as it comes from the Tourism Authority of Thailand. It reaffirms our commitment to showcasing the beauty and culture of this incredible country to our guests.
Lastly, we were recently awarded the Platinum BSA Building Safety Award 2023, reflecting our sustainability and safety standards.
What truly makes us proud of these awards is the validation from our guests and the travel community. To be recognized by travelers who have experienced our hospitality firsthand is the highest honor we can achieve. It reaffirms that our commitment to providing memorable stays, outstanding service, and immersive cultural experiences resonates with those who matter most: our guests.
23. How would you motivate the staff of this hotel to try their very best each day in work?
Motivation comes with creating the right work atmosphere and ensuring that associates know their purpose. It is therefore essential that employees enjoy what they are doing and that they love to come to work.
24. Please walk us through your typical day at work.
My normal workday begins at 6:30 or 7:00 in the morning, when I check in with our front-desk employees to see if there are any concerns that need to be addressed. After that, take a tour of the entire property and interact with guests while having breakfast, checking out, or waiting for their ride. The daily stand-up briefing comes after this. After that, every day has a unique spin.
I eat lunch at our canteen with our employees. Afternoons are filled with various activities. I spent a significant amount of time in the evening interacting with our esteemed guests at our private Le Meridien Club, in the lobby, or in the restaurant.
25. Can you read financial statements?
Yes, I am comfortable to read and analyze financial statements.
26. Have you handled a budget before?
Yes, I have been handling budgets over 15 years.
27. What are some of the new trends the hotel is witnessing?
Customers are increasingly making last-minute travel plans. Additionally, we observe that stays are longer than they were before COVID and that customer decisions are increasingly influenced by factors like sustainability, wellness, and health.
28. How will you react to a negative review or complaint from a guest while staying at the hotel?
Since we work in the hospitality sector, getting feedback is essential. The individual interaction will aid in making up for the deficiency. Since each guest is unique, customized care really makes a difference in this situation.
The intention is for each guest to have a pleasant and unforgettable stay. A wonderful chance to improve things, interact, and build a solid rapport is presented by responding positively to criticism.
29. How would you deal with a difficult customer?
Certain customers may be viewed as challenging because of their high expectations. In actuality, one can identify needs by having two-way interactions and practicing active listening. This gives you the chance to do what has to be done.
30. What are your interests outside of work?
I give guest lectures at multiple universities across several nations while I’m not working. Apart from that, I enjoy reading and playing the piano. I also love to practice sports, and my favorite activities are soccer, running, skiing, and horseback riding.
31. What advice would you give to youngsters joining the field?
It’s incredible to work in the hospitality sector. It’s about the variety and the reality that every day is different while interacting with others. Additionally, there is the chance to relocate to other countries and locations. Learning from many cultures can help one develop into a truly global citizen.
Call or book online
40/5 Surawong Road, Bangrak, Bangkok, 10500 Thailand
