Hilton Manila brings back familiar warmth

“We are reaffirming what our brand is all about—creating exceptional experiences for every guest, in every hotel every time”
Simon McGrath
Hilton Manila general manager

Call it a rekindling of a love affair that started decades ago.

Since it reopened its doors in the country last October, Hilton Manila has undoubtedly pulled out all stops to create “exceptional experiences for every guest, in every hotel, every time” as it once did, and stirred those feelings of welcome familiarity among local guests. It has, in fact, stepped up its game even further as it rolled out a few changes that addressed the needs of the modern traveler.

“We are reaffirming what our brand is all about—creating exceptional experiences for every guest in every hotel every time,” Hilton Manila general manager Simon McGrath said in an interview with Inquirer.

“I’m very proud to say that we have done that—we’ve already started to deliver on our commitment and that promise. We embraced the local market—our employees are mostly locals, we’ve differentiated our food and beverage (F&B) offerings as well as our delivery of services. We’ve reached out to the Filipino people first and foremost,” McGrath explained.

Hilton Manila returned to the Philippines after the closure of Manila Hilton in 1987, and found a new home within the Resorts World Complex, which is conveniently near the country’s premier gateway. Its opening was much celebrated as it marked the reentry of this international luxury hotel brand in the country, which is now seeing a strong tourism growth.

“The industry is having a bit of resurgence… Hilton is one of the new hotel brands entering the market, driven by the growth of the [Philippine] economy and year-on-year growth of the tourism industry as well. So it’s an exciting time to be here—it’s a good time for Hilton to reenter the market after a period of time,” he said.

But it was as if it never left.

Just a few weeks after it opened, Hilton Manila saw an overwhelmingly warm reception not only from the international travelers, but also from the local market, both for the corporate and staycation segments.

“Our occupancy was beyond our expectations. We enjoyed a good solid start with regards to our first two months. Although October and November are historically solid months, part of the reason [we had a solid start] was due to the power of the brand. More than 50 percent who walked through our doors are part of Hilton Honors program. Also, these are usually big conference months, and on our part, we’ve done some marketing efforts as well to make ourselves visible in the market,” McGrath said.

McGrath admitted that Hilton  enjoys, along with other hotel brands in the area, the benefit of a strategic location and easy access to the NAIA Terminal 3 via Runway Manila, a skybridge that has seen an exponential growth of about 20 to 30 percent in foot traffic.

However, there are several things that differentiate Hilton.

McGrath believes that the hotel’s distinct and impressive delivery of services to customers, its innovative dining offerings, and its loyalty program allow Hilton Manila to stand out. Add to that the hotel’s commitment to be the most hospitable company in the world by combining the renowned Hilton hospitality with the signature genuine warmth of Filipino service.

“There are a lot of nice rooms in this area and a lot of F&B outlets and so ours have to be excellent. And it’s not just about great food but also really good services,” McGrath added.

Hilton Manila features the Madison Lounge & Bar, which offers artisanal coffee, pastries, exquisite cocktails, premium wines and bar bites; Hua Ting, which introduces modern Shanghainese cuisine; Kusina, an all-day dining restaurant that serves Filipino cuisine with a focus on fresh seafood cooked dampa style; Port Bar, which offers the finest range of craft beers, premium whiskies, cognacs and dark rums; and Freestyle Pool Bar, where guests can enjoy cocktails by the pool.

“Our loyalty program is also a big point that can differentiate us. Hilton Honors brings not only benefits, but also technology as we were the first hotel in Manila to open with a digital check-in. We also have the opportunity to take our service to a slightly different level and be a little more boutique although we’re not a small hotel,” McGrath said.

Another thing that Hilton Manila did differently was that it made a commitment to regularize nearly all of its staff. Hilton believes this will allow it to deliver on its promises more consistently. And so far, Hilton is already reaping the dividends based on the positive feedback it has so far received.

“It was a place that was welcoming in the past and so we will  continue to deliver on that commitment, as well as make all our guests feel welcome regardless of who they are or how long they will be staying with us,” McGrath concluded.