General Manager of Karma Kandara Shares the Importance of Building Connections to Deliver Exceptional Hospitality

In the pursuit of excellence, Balinese hotels and resorts have all come to prioritise providing the ultimate in plush comfort. Some even strive to stand out with unique features. Karma Kandara, perched atop Ungasan’s oceanside cliffs, exemplifies this commitment. However, this oceanfront Balinese-inspired sanctuary is determined to elevate the experience further by embracing personalisation and forging genuine connections with its guests and surrounding communities.

This noble intention comes from a compassionate leader who drives his team from one achievement to another through connection with people. Appointed shy of a year after the pandemic struck, regional general manager Shaun Dünhofen displayed unwavering leadership and expertise as a seasoned hotelier, marrying interpersonal bonds and innovations. This time, the general manager engaged in a discussion with epicure, sharing his perspectives as a leader and industry forerunner.

You’ve been leading Karma Kandara since 2021. Can you share a few memorable achievements or changes you have made under your leadership?

I arrived during the pandemic in 2021 and immediately began working closely with the team. One of my primary focus areas is always people development. We started working on how to support the team’s growth and improve guest service. I would definitely say that one of our achievements is team growth. We’ve seen internally that people have developed new skills, taken on new responsibilities, and shared their creativity and passion with guests.

We are deeply committed to supporting our community and various charitable causes. In collaboration with Karma Cares, we have been working closely with the Bali Life Foundation. What started as a small initiative supporting about seven children many years ago has grown significantly. Today, we are proud to look after and support approximately 48 children, not only by providing for their education but also by ensuring they have access to essential items and a comfortable, nurturing environment that fosters creativity.

I have also been promoted from general to regional manager so I currently look after Karma Kandara and oversee Karma Jimbaran. I’ve been very fortunate to be involved with these properties and their fantastic teams.

What’s a day in the office like for you?

My day typically begins with a fitness session through our Karma Fit program. Currently, I’m focusing on boxing and I always encourage our guests to participate. In addition to boxing, we offer daily yoga classes and from 8 to 9am every day, we also actively promote Karma Fit. I believe in leading by example, so I make sure to attend some of the classes myself, especially on Fridays. After the morning workout, I usually head down for breakfast and take a stroll around the property, and engage with the team and guests to see if there is anything we can help with.

Our team meeting is a bit later in the day. We decided early on that we would focus first on breakfast and our guests’ needs. We first sit down and have an operation meeting about activities for the day and anything we need to pay attention to. It’s a roundtable open discussion where each department can share what is required and needs to be focused on. Once the meetings are concluded, I do some paperwork on emails and then try to walk the resort. This allows me to connect with guests if there is any feedback, concerns, or if they need to be addressed.

Most days, I go straight from lunch into what we call an overview meeting. It might be something we talk about for next week or month and anything that needs my urgent attention. Then, we start with our activities in the evening, where most times I end up having a cocktail with a guest. It’s always good to build up familiarity and comfort. Most of the time, on either Friday or Saturday, I take the opportunity to do some community work.

Apart from the luxury villas, Karma Kandara now offers studios and apartments. Is there a huge demand for these properties from your guest’s demographic?

Absolutely. The Mentari Residences apartments have been in high demand for quite some time. Karma Kandara is a very exclusive membership property and we consistently receive positive feedback from our members. This has led to the establishment of Mentari Residences, which has been a welcome addition to our offerings.

We offer villas with up to five bedrooms, and each villa is extremely spacious. Many of our guests who stay here enjoy their time because of the location— easy access to the beach and the restaurants. They always love our villas, but when they walk into the apartments, they are very impressed.

Karma Kandara’s F&B programme has always been globally inspired and interesting. From wine pairing dinners to sustainable desserts locally sourced ingredients to innovative cooking themes, tell us what can we expect this year?

Joseph Antonishek, Karma Group’s senior executive chef for Southeast Asia & Pacific, has truly outdone himself. He has created remarkable new culinary journeys by collaborating with local suppliers to showcase the flavors that Bali and Indonesia are renowned for.

Chef Antonishek’s extensive travels across Asia and Europe have allowed us to incorporate flavors that complement each resort and delight guests in a way that reminds them of home. We also strive to organize as many events and collaborations as possible.

Everyone looks forward to our 12 Days of Festive Celebration during the holiday season. In the coming months, you will see an array of exciting offerings that Chef Joe has created.

Tell us about the transformation of Karma Beach. How did it evolve and what other changes can we expect to see this year?

We launched Karma Beach VIP memberships at the end of 2023. This exclusive program was designed to keep our valued members informed about promotions and new offerings, as Karma Beach is known for its active event schedule.

On Fridays, we feature live music and large fire pits where families can gather to commune and roast marshmallows, creating an interactive experience. Saturdays often showcase events like Rosé All Day and a captivating fire show in the evening. Sundays are reserved for Savage Sundays, typically featuring an international DJ.

The beauty of Karma Beach now, compared to before, lies in the three distinct areas available for exploration: Tiki Beach Bar, which offers a bohemian chic atmosphere where you can stroll with your feet in the sand; Le Club 22, a highly interactive open-air bar and restaurant; and Phoenix Bar, where the DJ usually performs.

Can you tell us about Karma Kandara’s sustainability and community initiatives/programmes?

Yes, one of the simplest and direct actions is going back to how we use and reuse items to minimise waste. We provide water dispensers and refillable, reusable flasks in the rooms, enabling guests to reduce plastic waste.

At Karma Jimbaran, we are also undergoing a sustainability process that involves recycling various materials, both organic and non-organic. I believe our next step will be to explore ways to encourage guests to participate in these eco-friendly practices we have implemented.

Please tell us about your recent appointment as the Chairman of Bali Hotels Association 2024. How do you envision your leadership role and contribution to the respected organisation?

Well, I am extremely honoured to assume the role of chairman, and with the support and expertise of an exceptional board of directors, we cover a wide range of areas that require attention. We focus on different pillars, such as sustainability, various levels of marketing, and helping people understand the current situation in Bali. Additionally, we work on government relations, community and charity initiatives, as well as training and welfare programs.

In my role with the Bali Hotel Association, I aim to bring a fresh approach and emphasize increased communication and interaction with our members. The advantage is that most members are hotels or resorts from different brands. Therefore, we collectively strive to connect, as one of my primary objectives this year is to reconnect the network.

By doing so, we can share best practices and ideas on how we can support one another, fostering a greater sense of excitement among people to visit Bali.

Uluwatu is now a happening destination in Bali. With more options for eating, drinking, and dancing than ever, how do you see it evolving in the next few years?

I’m thrilled to say that there are numerous choices in the area, which allows us to stand out. Guests have a fantastic selection of destinations to explore, and within just 30, 20, or even 15 minute drive, they can embark on an epic journey. When you come all the way down to Karma Kandara, we highly recommend taking the opportunity to discover the many wonders this part of Bali has to offer.

The area offers a wide range of activities, ensuring that guests can enjoy diverse and engaging experiences. With dining options like di Mare and Temple Lounge, as well as the inviting pool by the beach, we provide a variety of appealing venues for our guests to eat, drink, relax and unwind.

While we always encourage our guests to dine with us, we also love that they can explore the local culinary scene, as it supports the community. This is why we constantly strive to engage with our guests by creating unique destinations and experiences.

You frequently travel for business. Have you noticed any positive trends in travel or hospitality during your recent experiences that could be applied in Bali?

When I travel, the pre-arrival experience is what I start to appreciate and enjoy as a hotelier. I call it the expression of interest, where I begin to discover many places. We also implement this concept here, striving to connect with guests in advance, perhaps a week or 10 days before they travel to our property. This engagement allows us to build relationships with our guests, enabling us to handle any feedback or concerns promptly. I believe that this level of personalisation is definitely the next step in hospitality.

To enhance the guest experience, we provide a special link and map that showcases the journey around Karma premises. Through my travels, I found that we needed to be more engaging with guests and share what we are doing. That is why when you visit our website, we aim to keep it as informative as possible while also keeping it exciting.

Learn more about Karma Kandara here