Stallone Tjia
Sep 12, 2025
Eva Rosdiana, General Manager of HARRIS Puri Mansion, has built an inspiring career in hospitality for nearly two decades. Rising through the ranks from Sales Executive to Director of Sales & Marketing, she embraced each role as a lesson in resilience, adaptability, and relationship building. Her defining moment came in 2017 as Acting GM, where she discovered that leadership goes beyond numbers—it’s about shaping people and creating meaningful guest experiences. Today, she leads with a balance of commercial strategy and genuine human connection. What’s New Indonesia sat down with her for an exclusive one-on-one interview—read on to explore the full conversation below.
I realized that true leadership is not just about numbers, but about shaping people and creating meaningful guest experiences
Can you share your career journey in hospitality and what inspired you to become a General Manager?
My journey in hospitality began in 2007 as a Sales Coordinator at Hotel Grand Flora Kemang. I never imagined back then that I would one day become a General Manager. Each step, Sales Executive, Sales Manager, Director of Sales & Marketing taught me resilience, adaptability, and the power of relationships. In 2017, when I was entrusted as Acting GM, something shifted inside me. I realized that true leadership is not just about numbers, but about shaping people and creating meaningful guest experiences. Today at HARRIS Puri Mansion, I lead with both head and heart using commercial strategy as my compass and human connection as my driving force.
With your background in Sales & Marketing, how do you balance revenue strategies with day-to-day hotel operations?
I see Sales & Marketing and Operations as two sides of the same coin. Revenue strategy is the vision, operations are the execution. My approach is to align both so they fuel each other. I set ambitious but realistic revenue targets, then translate them into service actions, whether through upselling, innovation in F&B, or creating memorable guest journeys. At the end of the day, financial success is simply the outcome of delivering exceptional experiences consistently.
What innovative approaches have you applied at HARRIS Puri Mansion to capture new markets and drive growth?
Innovation is not just about being different, it’s about being relevant. At HARRIS Puri Mansion, we embraced digital storytelling, collaborated with lifestyle influencers, and created unique staycation packages that resonated with modern travelers. We positioned ourselves not just as a hotel, but as a lifestyle destination where guests feel inspired. This mindset helped us expand to new markets while building stronger brand loyalty.
Guest expectations are constantly evolving — how do you ensure consistent satisfaction?
Hospitality is about anticipation. Guests don’t just seek comfort; they seek connection, recognition, and authenticity. I instil in my team the belief that every guest should feel like they are the only one. We don’t just follow SOPs, we bring them to life with empathy and creativity. Feedback is not a report for me, it’s a compass that guides us to improve, to innovate, and to deliver service that feels personal, every single time.
What has been the most challenging moment in your career, and how did you overcome it?
Managing two hotels at once, Vertu and Yello Harmoni was a defining chapter. Two brands, two markets, two expectations, yet one leader to unite them. It was overwhelming at first, but it taught me the essence of leadership: trust, delegation, and communication. I built a strong leadership core, empowered them with ownership, and focused on alignment. That challenge taught me that growth often hides behind discomfort, and leaders shine brightest when the pressure is highest.
How do you motivate and guide your team to achieve the hotel’s goals, especially during tough times?
In tough times, people don’t just need a leader they need hope. I’ve always believed that clarity, recognition, and empathy are the pillars of motivation. During the post pandemic recovery, I reminded my team that every small win was part of a comeback story bigger than ourselves. I encouraged cross learning, celebrated progress, and always communicated openly. My philosophy: when your team feels trusted, they will go further than any target you set.
What recent trends in hospitality have you found most impactful, and how are you implementing them at HARRIS Puri Mansion Jakarta?
The future of hospitality lies in personalization and digitalization. At HARRIS Puri Mansion, we’ve enhanced technology to simplify the guest journey seamless check-in/check-out, curated offers based on preferences, and stronger online engagement. Yet, technology alone isn’t enough. What truly matters is how we blend it with the human touch warm smiles, attentive service, and experiences that feel crafted just for you. That balance is what makes a stay unforgettable.
Since F&B plays a big role in brand positioning, how do you approach concept selling and product positioning for the hotel’s outlets?
For me, dining is not just about food it’s about storytelling. That’s why we design our outlets as lifestyle spaces where moments are created. Through chef collaborations, thematic events, and seasonal promotions, we turn meals into memories. We amplify this with digital storytelling so every guest not only enjoys their experience but feels inspired to share it. When guests talk about our F&B as part of their lifestyle, that’s when we know we’ve succeeded.
Outside of work, what hobbies or activities do you enjoy to recharge and stay inspired?
Family is my anchor, and spending time with them gives me strength and perspective. I also recharge by exploring culinary scenes and traveling to new destinations. For me, travel is not just leisure it’s learning. Every journey sparks fresh ideas and reminds me of the universal language of hospitality: making people feel at home, no matter where they are.
Do you have a personal motto or philosophy in life that also guides your leadership style?
My philosophy is simple: “Lead by example, inspire through action.” Leadership is not about authority, but about service. I believe in being present rolling up my sleeves when needed, guiding when asked, and lifting others when they stumble. True leadership means leaving people better than you found them, and showing them that together, we can achieve what seems impossible.
Looking ahead, what is your long-term vision for HARRIS Puri Mansion Jakarta?
My vision is to position HARRIS Puri Mansion as the heartbeat of West Jakarta hospitality a place where business travelers find efficiency, families find joy, and every guest feels a sense of belonging. Beyond service and innovation, I want us to be remembered for how we made people feel. A hotel that doesn’t just host guests, but creates lasting connections, inspires loyalty, and becomes a landmark of trust and warmth in the community.
