It is one of the first recipients of the Safe Travels Stamp Certificate of Compliance from the World Travel and Tourism Council.
THE Manor at Camp John Hay has recognized the need to rebrand itself as it aims to be deemed as the safe haven in Baguio and ultimately, the preferred hotel for travelers.
Ramon Cabrera, The Manor general manager, said in an email interview the concept stemmed from ideas solicited across the organization.
“The entire organization was involved in finding ways to cope with the pandemic,” Cabrera said.
Skeleton workforce and multi-tasking were implemented, Cabrera added.
“This way, payroll and overhead expenses were reduced.”
Amid the pandemic, he said proper cash flow management helped overcome the struggles the organization is facing, while cost was kept to a minimum to stay afloat as revenues are not coming in.
Marketing was re-focused to guests who are planning a yearlong stay, rooms were opened for office space rentals targeting business process outsourcing and other industries requiring stable and reliable internet connections, Cabrera related.
He noted one important lesson the hotel has learned — the need to adapt to the current situation and to keep on going.
“Flexibility is the key; knowing what employees and guests’ needs are and addressing those needs are crucial,” Cabrera said.
“Value and appreciate the people who work for you and with you,” noting that they are the ones who can help the hotel get through this difficult time.
“We are very grateful to have a team of employees who are devoted and committed to the company,” he added. “These people have personally volunteered their time and effort to keep the hotel going, preventing it from closing down.”
As quarantine classifications change from time to time, the hotel takes things one day at a time and adjusts as the need arises.
“Resilience and strong adaptability skills are the two most important characteristics that we are proud of having, as a team and as a company, that help us overcome the difficulties of this time,” Cabrera shared.
According to Cabrera, people are ready to travel. In early March of this year, for instance, he said calls and emails to the hotel were nonstop and guests were eager to get confirmations for booking requests.
“We expect a surge, especially in leisure travel, as soon as restrictions are eased. People are now restless being in lockdown for so long,” he pointed out, adding the vaccine rollout brings hope that tourism will rebound very soon.
With the shift to the digital era, the hotel intends to further improve its digital competency to give its guests a platform to engage, interact and share their hotel experiences and ultimately, increase its reach and drive more direct bookings to the hotel.
Online platforms enabled the hotel to connect and interact with guests. “With people staying at home due to the lockdowns, it is easier to reach out to guests through these social media networks,” Cabrera said.
In its commitment to provide an all-inclusive and unique guest experience, these digital platforms helped the hotel to further understand its guests’ needs and care for them before, during and after their hotel experience, he added.
The Manor ONE app was created to abide by the “no-touch” policy. “It is a one-stop-shop app that encourages contactless and seamless transactions from reservation to check-in and check-out, and even delivery requests,” Cabrera said.
To ensure safety, rapid antigen tests for all team members are conducted on a weekly basis. The hotel further strengthens its already stringent cleaning process, placing heightened focus on sanitizing “high-touch points” with high-grade disinfectant, as well as increasing the number of cleaning rotations each day.
“While guests can expect strict implementation of health and safety protocols, they will still be welcomed with warm hospitality and smiles behind our masks,” Cabrera said.
Guests can expect to be assisted by the hotel’s iCARE concierge with the city’s travel requirements, and be welcomed at the borders of Baguio City to be assisted to the screening facility to undergo triage.
Cabrera said safety protocol officers have been employed to ensure that the health measures are always being followed.
Surrounded by a vast garden and towering pine trees, The Manor’s location is best for a relaxing staycation. “People need a place to rejuvenate and just feel refreshed after the long lockdowns,” said Cabrera, pointing out the hotel’s selling point, with cleanliness and sanitation as the new luxury.
He said the hotel is also proud to be one of the first recipients of the Safe Travels Stamp Certificate of Compliance from the World Travel and Tourism Council.
