20 stories from New World Makati Hotel’s 20 years
Frances Peria’s ID number from 21 years ago was 0003. She wears the same ID number today, being the longest-serving employee of New World Makati Hotel — a year before the hotel began operations. And she is not alone — along with her are two more employees who were on the original pre-operations team and 104 employees who have stayed since the hotel opened in 1994.
New World celebrated its 20th anniversary last July 8 with an awarding of employees. Oh, how exciting those two decades have been, not just for the hotel, but for its individual people and for Makati as well. Back in 1994, there was no Greenbelt Lifestyle Center yet — there was just Greenbelt 1 and a smattering of shops and services in the neighborhood. Today, New World is right within a thriving lifestyle center, its doors fronting Greenbelt 3.
For Frances and for so many others, the reason they have stayed with the hotel is simple: “It’s a great workforce, it’s a great workplace.”
“Not a day passes that I don’t learn anything new,” says Frances. “Every day, I wake up wondering what’s in store for the hotel. Being part of the executive office allows me to learn and see what’s happening in the whole hotel. We’ve had thousands of guests with thousands of stories, and I was part of their stories. Being a part of other’s lives and making a difference is exciting. It makes my life richer.”
“I am New World, and New World is me,” so goes the hotel mantra which is tightly woven into its everyday stories. Here are some of those stories and reflections from people who have spent 20 years of their lives helping build and strengthen the New World brand.
1. Through the years, I have grown to appreciate that managing people is challenging because we have to deal with human diversities, complex minds, and motivations. We’ve been successful in cascading a unique belief system: that “under the grace and faithfulness of the Lord” we are here to “create an experience” for our guests through our principle-inspired behavior complemented by our concept of work as a collaborative and concerted effort.— Geuel Auste, director of human resources
2. In 1996, we had an elderly balikbayan couple from New York as guests. They were fuming mad because their pizza wasn’t heating up. I went to their room immediately and asked where they put the pizza, and they pointed to the safety deposit box, saying it had been in there for 20 minutes and it still wasn’t warming up. I explained to them courteously that it was not a microwave, but used to store their valuables. It was really funny.— Andres Buatiz, housekeeping floor supervisor
3. Christmas Santa is a tradition and an associate is usually selected for the role. One day the regular Santa called in sick and I was tasked to take on the role. It felt like an ambush as I was unprepared! But duty called and I put the suit on and found myself roaming the hotel areas laughing Ho-ho-ho-ho! My Santa stint lasted three days and I decided to play neighborhood Santa on Christmas Eve for my kids.— Carlos Sulla, area steward
4. We had a Singaporean guest visit me in the office, crying. He said his whole life depended on his computer with all his important files and presentations which seemed to be ruined. I was feeling dizzy at the time and my eyes kept blinking. Funnily, the guest thought I was empathizing and crying with him. I helped recover the files in time for his big presentation. Later on, he wrote me a note of appreciation. — Rafael Zacarias, IT manager
5. I lasted 20 years in the hotel because this is where I built my life. I am thankful for all my experiences because this is where I grew up, had my own family and developed as a person. — Ronaldo Rosete, housekeeping floor supervisor
6. My most memorable experience was during the 15th anniversary celebration when Mr. Auste (director of human resources) shouted our motto, “I am New World, and New World is me!” and we all cheered with him. I continue to find joy in feeding people. — Nilda Carila, cafeteria supervisor
7. In the late ’90s, I became one of the representatives of Delighted to Serve program. From back of the house, I was assigned to the front office where I attended to guest requests such as providing room assistance or hotel and city information. It was a wonderful learning experience. Years after being assigned as a room attendant, our returning guests whom I have served many times still look for me.— Pearlita Eva, linen/uniform attendant
8. As an outlet cashier, encounters with guests are limited but I have had the opportunity to meet many of our regular guests. Whoever said the shy could hide in the back of the house? We have a circle seat of the outlet, and the billfold is our spotlight! — Aristotle Carandang, restaurant cashier supervisor
9. Our work is anchored on relationships. Often it is with the guests, but it is also the relationship with my associates that has made me stay. New World Makati Hotel is very good in managing and nourishing its people.— Thelma Espino, housekeeping floor supervisor
10. I stayed with the now defunct Bocarinos (Spanish cuisine restaurant) for seven years. We would have cross-exposure with the other F&B outlets, which was a great opportunity to learn so by the time I went to banquet service, I already knew what to do. — Froilan Dollente, assistant banquet service executive
11. We treat everyone in the hotel as a guest including our co-associates. As a chef, we are prepared to handle special requests in the kitchen. At one time, we had a resident manager who was vegetarian, and he would request us to create leafy, exotic dishes for him that he truly appreciated. — Adanes Sevilla, kitchen chef
12. We received a frantic call from a guest regarding a flooding incident in the room. We immediately went up. Freezing cold water greeted us as the chilling water line of the air conditioner had broken down! We calmed down the guest and jumped on the task. Soaking wet and chilled to the bone, we were warmed up by the many thanks of the guest. — Noel Calpito, assistant chief engineer
13. Training forms a large part of the associate experience and I’ve been blessed with the opportunity to cross-train abroad and return to echo the experience with my co-associates. I have welcomed and served regular guests with whom I have built relationships. Even the very unhappy ones! Our training and natural warmth gives us the ability to engage guests over the long term.. — Ma. Liza Alas, assistant front office manager
14. I like that we are a community not only to guests, but to each other and the larger community beyond the hotel. Two of my most memorable experiences were being part of the design and logistic team in charge of creating ways to boost the morale of the associates; and the civic action group organized to support communities in Tondo and Payatas. The inclusive community within the hotel is filled with warm and inspired associates seeking to improve their environment in and out of the hotel. — Judy Millan, income auditor
15. There was a time when all managers were assigned to rank and file. I was assigned to the laundry department where I had to carry big piles of blankets and bed sheets. It was physically exhausting, but a fulfilling learning experience and gave me a greater appreciation for the role every associate plays. — Annelyn Rosete, credit manager
16. Despite the danger of a military mutiny in Makati, we still went to the hotel to continue assisting guests. I felt and feel this is my home, and the people are my guests. — Romeo Gonzales, refrigerator and kitchen equipment technician
17. Two years ago, we had a guest who wanted to surprise his girlfriend with a proposal. We pulled it off successfully and we didn’t quite realize how overwhelmed the gentleman was. A very detailed letter addressed to Mr. Schoucair (general manager) expressed his heartfelt appreciation for the team effort. It was a touching gesture. — Vicky Badato, outlet manager, The Lounge
18. Of 39 years of sharing my talent and skills in cooking, 20 years and counting have been spent at New World Makati Hotel! I have put all my seven children through school with the older ones now hoteliers or working in hospitals. Preparing food for guests continues to be a fulfilling experience and the kitchen is where I celebrate this every day. — Giovanni Fababeir, executive sous chef
19. Back in the day, most were surprised to find out a male associate was handling cashiering. Goes to show it’s not about the gender, but about attention to detail and integrity on the job. — Rex Reyes, general cashier
20. Closed-door meetings with managers sometimes mean an unhappy guest. But at New World Makati Hotel, whenever my manager would ask me to visit her office, and she would close the door, I knew there was going to be movement in my career. Those times, I became a front desk manager, night manager and assistant front office manager. It truly is a great workplace where hard work and talent are recognized! — Ma. Glecy Reyes, front office manager
Through the years that I have been working in this hotel, I have grown to be more patient and understanding. My job requires me to interact with different people not only within the hotel but also outside the hotel particularly the suppliers. The training seminars, team building and other enriching activities have truly made me who I am now. — Jun Padilla, purchasing officer
