For our 13th episode of ‘Listening to Leaders of Tomorrow’ we sat down with Master’s student Dewiana Utami for a closer examination of the hospitality mindset…

Dewiana Utami believes that her native Indonesia can become one of the global hotspots for MICE (meetings, incentives, conferences and exhibitions); but to facilitate this she also believes that “we have to develop our human capital so that they have the necessary skills to produce high quality events”.

Part of that skillset is the ‘hospitality mindset’, characterized by soft skills including empathy, effective communication, and tactfulness. It’s a big change for her home country, where the notion of hospitality has traditionally been viewed only through the prism of hotels. But Dewiana thinks it’s a change that is now gathering momentum, bringing with it a new service ethic in both public and private sector organizations.

Watch the interview to learn more: