From the Army to Bali Luxury: Meet Craig Brown of Karma Concierge

You joined the Army at 16 — what lessons from those years have stayed with you? 
Discipline, self-care, independence, and self-confidence.

What first drew you into hospitality after leaving the Army?
It was totally by accident. I went to Tenerife in the Canary Islands for a holiday at 23 years old, got offered a job, accepted it, and never looked back. Thirty-two years later, I still haven’t returned to the UK.

You’ve worked with big names like CLC and Marriott. What were those early days like?
CLC was the boom for UK owners and the leader in the first-ever points product released. They truly led the way in evolving the product. Marriott came to Europe in 1996 and opened their first resort in 1998, giving the industry massive credibility with a quality product and name behind it.

You’ve lived and worked all over — the Canary Islands, Spain, Ibiza, Mallorca, the UK, France, the Czech Republic, and the Slovak Republic. How did those experiences shape your approach to people and hospitality?
No matter your nationality, people are all the same, really. We all want high standards, good quality, and the best for ourselves and our families. Treat people how you want to be treated yourself and remember that humour is a great way to communicate.

What brought you to the Karma Group in 2023?
A big airplane, as I’m not a great swimmer and it would have taken a long time!
Seriously though, my very good friend of 24 years, Neil Aitchison, works for the Karma Group in Europe – he suggested Karma was recruiting, and I was ready for a new chapter in my life.

Which departments have you worked with here at the Karma Group, and what have you enjoyed most about each?
I’ve worked onsite in all five resorts in Bali. In the Sales Department and also helping to run Karma Royal Candidasa, Karma Royal Sanur, and Jimbaran Bay on the Member Services side of things.

What made you move into the Concierge team, and how does it fit your experience?
I felt I could offer more to Members with my experience and knowledge of both the product and my extensive travel background. I can now speak to more Members in a day than I could in a month at the resorts.

How would you describe the Karma Group product compared to others you’ve seen in the industry?
It’s definitely up there. In the last couple of years, the evolution of the Karma Group’s portfolio and additional products has been a game-changer –  Karma is leading the way.

What’s been your biggest learning or take away from your career so far?
Helping people –  making a difference in their understanding of what they have.  Hearing a member say, “Thank you, we were skeptical about it, but looking back, it’s the best thing we’ve done for our holidays.”  –  that’s priceless.

How do you stay connected with your family while working abroad?
WhatsApp video calls and a banking app, also known as The Bank of Dad!

What advice would you give to other Karma Group team members who want to grow their careers?
Learn, learn, and learn. The more you know and understand, the more confident you become within yourself. This confidence shows in how you communicate and connect with others.

When you’re not working, how do you like to spend your time or unwind?
Beach walks, a few cold drinks with friends, and I’m a bit of a geek who loves video games.
My number one pastime, though, is watching my beloved football team (soccer to some)  Arsenal.

What’s the best part about working with the Karma Group team in Indonesia?
The support I’ve had and the friendships I’ve made. The diverse cultures and religions, yet we all share the same common goal: to be the best we can in what we do.

Looking back, what part of your career journey are you most proud of so far?
Saying yes to any challenge put before me. If you don’t try, you’ll 100% fail.

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