Wawan Elfianto, from Malang in East Java, is married with one child, and has been working at InterContinental Bali Resort since November 1994. For the first ten years he worked as a Waiter and Room Service Supervisor before being promoted to Butler in June 2004. “My aim,” he says, “is to ensure my guests enjoy every moment of their stay at our Resort. Asked what he loves most about his job, he replies, “Meeting the guests and looking after them with personalized service.”
Wawan recently took his personalised butler service above and beyond the line of duty, when one of his guests, Mr. King – a VIP guest and managing director of a hospitality group, who was staying at Club InterContinental Bali on his own – had a motorbike accident outside of the Resort, resulting in a broken shoulder and ribs. Wawan escorted Mr. King to BIMC Hospital and waited until he had been admitted and was being cared for in the ICU. Wawan didn’t leave the hospital until his guest was comfortable enough to rest. He then returned to the hospital daily, even on his days off, to visit his guest, speak with the medical team and check on Mr. King’s condition. He assisted Mr. King in hospital and brought him all the things that he needed during his six-night stay, including fruit, chocolates and Danish pastries, and then continued to visit him daily until he was ready and fit enough to return to Club InterContinental at InterContinental Bali Resort. Mr. King was so impressed and so grateful to Wawan that he wrote about his experience on TripAdvisor and also informed IHG’s head office about Wawan’s from-the-heart service. Wawan was presented with a prize from General Manager, Mr. Tom Meyer, for his outstanding service.