Partnering for progress: William Chai

Established in 1973, Jakarta Land developed and manages the World Trade Center (WTC) Jakarta, a group of five buildings in the heart of Jakarta’s central business district, offering 210,000 square meters of commercial office space.

Home to some of the world’s leading multinational corporations, WTC Jakarta has long been seen as Jakarta’s benchmark for quality property management, attention to detail and long-term partnerships, says Managing Director William Chai.

"We’re dedicated to creating a vibrant business environment that empowers companies to thrive," he says. "We see ourselves more like partners and not just a landlord, and I think that’s an important distinction because it means they see us as adding value in terms of solving issues and helping them do better."

Proactive innovation

For Chai, this means closely liaising with tenants and discovering what their challenges are. In response to this feedback, Jakarta Land established a child daycare center to support working parents.

Sustainability is another common concern Chai hears, which has led Jakarta Land to install electric vehicle chargers in parking areas.

"A lot of our tenants have been with us for decades, so I think that’s a testament to our ability to support them as their businesses grow," he says.

One of the trickiest periods for Jakarta Land was during the COVID-19 pandemic when companies were uncertain about where they would be working and what kind of commercial environments they needed.

Jakarta Land’s answer was to create flexible commercial spaces that customers could use for short periods before settling on a long-term lease. This has been augmented by the creation of a new conference hall, which companies can use for exhibitions or town hall meetings.

"At the moment we are really focused on enhancing our facilities," Chai says. "There are plans to turn this place not just into an office space, but somewhere where people can work, live and play."

Chai’s philosophy is staying ahead of the needs of tenants by going beyond their expectations.

For example, Jakarta Land’s portfolio is made up of a mix of old and new buildings, meaning they operate at different levels of energy efficiency. To help monitor this, it introduced hardware and software to measure energy use and find opportunities for improvement.

As a result, the company was able to increase overall energy efficiency by 25 percent in a matter of months, reducing costs for itself and its tenants.

This is why all the buildings in WTC Jakarta are Green Mark Gold certified and have been awarded ISO 45001:2023, signifying Jakarta Land’s commitment to the highest level of health and safety protocols and making WTC Jakarta one of the greenest buildings in the city.

"We do regular tenant engagement surveys, and our scores have significantly improved over recent years, and I think this is all down to us really listening to our customers," Chai says.

"It may sound cliche, but I think the trick is being extra focused amidst the distractions and noise that can easily seep into our lives.

"Improving our facilities requires plans that can take months, if not years, so it’s crucial that we get ahead of the game by anticipating trends and ensuring we are second to none."

This is made possible thanks to Jakarta Land’s long-term partnerships with a wide variety of suppliers, including cleaners, maintenance specialists, interior designers and more.

"I think the most important thing is that we share the same commitment to operational excellence and we align on things like sustainability, which is crucial because we are a premium commercial complex," Chai says.

"By working very closely with our suppliers, we can make changes very quickly when responding to the evolving needs of our tenants."

Leadership lessons

To maintain Jakarta Land’s exceptional facilities and services, Chai is a firm believer in the importance of a strong company culture. To this end, it provides regular training in terms of its mission and values, as well as taking the time to celebrate individual excellence.

"Sometimes we encounter situations that are completely outside the norm, yet we see that people did the right thing and demonstrated high integrity," Chai says.

"This is something we take pride in so we celebrate this behavior so that everyone can take notice.

"I think the key is to be human, so when it comes to leadership, that means we have to be authentic and we have to show empathy. Listen to your team, listen to your people and try to help them as much as possible.

"If you have happy people, you will have happy customers, and if you have happy customers, you will have happy shareholders; for me, that’s the key to success."