Home Away From Home: The Art of “Hostmanship” at The RuMa Hotel and Residences
Home away from home. A concept that has posed a conundrum to this native Malaysian eversince I made the fateful decision to immigrate to England over a decade ago. Having spent most of my adult life in London, my childhood stomping grounds of Kuala Lumpur are both familiar and foreign to me. I enjoy the unusual position of being able to offer insider advice on the capital city of Malaysia yet view K.L through the rose-tinted glasses of a tourist. Truly, the best of both worlds. However, if there is one donwside to having homes in both England and Malaysia (West and East Malaysia, I’ll have you know), it is that when people hit up #YipAdvisor with “Where is the best place to stay in Kuala Lumpur?” I can only reply with “My…house?” I have had no personal need to acquaint myself with the Kuala Lumpur hotel scene, and besides, what hotel can live up to the comforts of home?
As I stepped out of the Birdcage – the connecting antechamber – and over the threshold into reception, my first impression was that I had entered a transcendent space. The vast space was bathed in warm tones, lit by spotlights and pillars, further enhanced by a copper ceiling that seemed to glow from within. Large black tiles gave the impression of a fathomless floor while the reflection of the lights added to the feeling of weightlessness. A grand double wrought-iron staircase flanked a dramatically-lit golden gown, which upon closer inspection was revealed to be a kebaya – a traditional Malay dress – clad in gold butterflies, a creation by Malaysia’s “King of Fashion” Dato Bernard Chandran (below, left). I learnt that the lobby design – the vision of Andy Hall of MQ Studios – was inspired by Malaysia’s tin-mining industry: from the copper ceiling to the grand staircase and chandeliers shaped like oil drills (below, right).
I made myself comfortable on one of the sofas with a refreshing towel and welcome drink (below) that, if my memory serves me well, was assam boi while the check-in process was handled just out of sight, efficiently and discreetly. With a moment to myself and a chance to soak up the ambience, I felt a vague sense of deja vu. I was reminded of the description of the Shanghai home of Colette Bing, the fictional daughter of one of China’s richest men in China Rich Girlfriend, the 2nd novel in the Crazy Rich Asians trilogy. In the novel, Colette’s home’s grand reception was modelled after The PuLi Shanghai. My inklings were not completely unfounded. The RuMa Hotel and Residences is one of the 4 properties that belong to Shanghai-based Urban Resort Concepts (URC), whose first hotel is The PuLi.
Visually, the similarities ended there. Each of URC’s hotels’ design are unique to their location. There are two recurring themes within the hotel design. The first is a contemporary interpretation of Malaysia’s colonial past, reflected in the natural Malaysian elements throughout the hotel: rattan weaves in the handmade furniture and lattice screens inspired by patterns of kain pelikat (sarong), to name just two. The 2nd theme is driven by the name of the hotel itself: RuMa is a play on the Malaysian word “rumah” which means house or home. The literal manifestation of which greets guests at the hotel entrance on street level: entrance pillars taken from an actual house in Terengganu, North Malaysia (below).
The “best of Malaysian arts and crafts” aesthetic is clearer in daylight. Head up to the SANTAI Pool Bar and Lounge to appreciate the intricacies of traditional Malaysian weaving techniques and materials, as evident in the furnishings and decor. If the sultry stylings of the SEVEN Lobby Bar and Lounge – on the opposite end of the same floor as the reception – is too incandescent for one’s taste, a cocktail by the pool with a view of the Petronas Twin Towers is a fresh, sun-soaked, and airy contrast.
But I digress. The reason why I was drawn to The RuMa was their promise of “Hostmanship”. The word, coined by parent group Urban Resort Concepts, encapsulates the unique service culture that is practiced in all their hotels. Hostmanship means the guests always come first, even at the expense of the hotel. The most obvious example being the extremely flexible 24 hour check-in and check-out times. That’s right. Even if one arrives off a red-eye flight at the crack of dawn, as long as one notifies The RuMa 24 hours prior, one can check-in right away – even from the comfort of their own room*. Hostmanship means cutting out the nitty gritty processes that are not beneficial to guests, such as charging for minibar items. You’re not here to worry about hidden charges, you’re here to have a relaxing stay. Hostmanship takes the guest experience both to a higher level as well as back to its original intent: to make the guest experience as intuitive, engaging and as human as possible.
*Was this why, despite the hotel being almost fully occupied, there was an uncluttered feel? There were people coming and going (including a well-known socialite there for a photoshoot with her team) and yet the ambience of the hotel still walked the fine line between buzzing and hectic.
The biggest draw, which is a destination in its own right is ATAS Modern Malaysian Eatery. I had an elevated dining experience at ATAS (the Malay word for upstairs, above), where authentic Malaysian flavours were showcased in unexpected ways on Western ingredients. And I don’t mean in a condescending “chicken rendang should be crispy!” way *clutches pearls*. Executive Chef Tyson Gee shows reverence for Malaysian flavours, using it to elevate Western dishes. Think sambal assam and kai lan (a local vegetable) used to improve wagyu tenderloin (right). Now we’re talking.
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