John Northen wrote this while he was on the plane flying to Jakarta after hearing the news of the bomb blasts at his two hotels in the Indonesian capital. John is a regular speaker at WIT-Web In Travel.

This essay was going to be about the challenges the hotel industry has faced this year. As the Area Vice President for Marriott International in South East Asia, my specific responsibilities include the operational oversight and support of about 40 hotels, either already open or under development. In these hotels we employ more than 10,000 dedicated and hardworking associates.

In 2009 we have been struggling against the effects of the global economic downturn and an oversupply of far too many new properties in many markets. We have suffered from the impact of political instability and the deliberate, orchestrated disruption of airports and tourism infrastructures.  Then along came the H1N1 virus and with it the fear of catching a fatal illness or the worry of being held in medical quarantine, perhaps even a Hotel California type of experience where you can never leave... (well, not for about a week, anyway...)

But all the above somehow pales by comparison as I am writing this essay whilst sitting on an emergency flight to Indonesia. The reason for the flight is for me to be on hand at two of our hotels in Jakarta in the aftermath of a terrible tragedy; consecutive bomb blasts that have seemingly been deliberately planned with the express intention of causing destruction and the loss of human life.

I know both these hotels well and have visited on numerous occasions. I can picture the smiling face of the pretty young girl who greets me and every guest at the doorway.  She wears a very colourful costume and a jaunty little head scarf. On previous visits, knowing that she would be there to welcome me is something I always looked forward to. I know that today when I arrive she will not be there.

The hotel is being evacuated amidst broken glass and frantic emergency service activity and I don't yet even know if she was one of the people injured or worse. I can picture so many faces of our associates at the front desk and at the concierge and throughout both hotels and I hope that they and all our guests are unharmed. Some of the hotels managers were posted to Jakarta based upon my recommendations or suggestions. Bright and ambitious men and women who all care so much about their work and who have dedicated themselves to an industry which is all about taking good care of people. Are they all being taken good care of now?

The flight I am on has apparently been a bit bumpy for the past few minutes. Turbulent enough to make a glass of water at the seat next to mine fall over and spill everywhere. But I hadn't even noticed until this happened as I am so absorbed by my own grief and concern. I look around at my fellow passengers, all ashen faced and white knuckles as the fear of another air disaster seems to be on everyone's mind. Ironically, there's a supplement to the Straits Times on a seat nearby with statistics about the number of 2009 air disasters as the feature story. Perhaps I should add this to my second paragraph above with the same headline: 548 people injured in 3 crashes over the past 2 months.

Though I know the number of people injured in Jakarta will be nothing close to 548 it is the personal nature of the tragedy at our two hotels that makes it so hard to come to terms with. This, combined with the fact that the destruction at our hotels was so deliberate and premeditated.

Hotels are not all about bricks and mortar or marble and glass. Hotels are what they are because of the people working in and around them who truly love what they do and this is what makes the difference. This is not something that can easily be destroyed. You cannot destroy our hotel associates passion for the well being of others and for the welfare of their guests.

Over the course of my career I have witnessed so many selfless acts from our associates. Acts of bravery and sacrifice but also acts of compassion and selflessness that have been carried out with one aim in mind, to help and to please others. This is something I can always rely on, no matter what the circumstance.

I know that when I reach Jakarta later today I will be confronted with an overwhelming abundance of love, and passion and care. People in our industry will continue on even in the face of such tough challenges because of their loyalty and commitment but more importantly, because it is what they love to do.

• This article is dedicated to the associates and guests of the JW Marriott Hotel Jakarta and the Ritz Carlton Hotel Jakarta. 

Yeoh Siew Hoon, one of Asia's most respected travel editors and commentators, writes a regular column on news, trends and issues in the hospitality industry for 4Hoteliers.com.

Siew Hoon, who has covered the tourism industry in Asia/Pacific for the past 20 years, runs SHY Ventures Pte Ltd. Her other writings can be found at www.thetransitcafe.com

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