A young man and the Grand Dame

MANILA, Philippines - Inheriting the family business was a big responsibility, says Manila Hotel executive vice president Enrique Yap, Jr. His grandfather, prominent businessman Emilio Yap, always reminds him of the family’s business philosophies: “We have to live up to our commitments and fulfill our obligations.”

Yap’s commitment is to the Filipino people. “We have a hotel, but more so it’s a national treasure. It’s very close to the hearts of many Filipinos. It’s a very big undertaking. We have to live up to the task, we have to rise up to the challenge,” he says of helming the Grand Dame.

Yap himself has fond memories of going to the hotel when he was a child. “Even if you’re a child, they extend to you the same type of service,” he says on his memories of eating out with his family at the hotel’s restaurant. This brand of service is a legacy that Yap aims to continue today.

“They would always tell us that it was a very special place,” he recalls. “We were always on our best behavior when we were there.”

When he assumed responsibility for the hotel, Yap took the initiative of getting to know the business more and taking additional management courses. But, he says, “No amount of school will prepare you… Nothing else would match learning through experience.”

With more than seven years’ experience under his belt now, Yap is ready to lead Manila Hotel in a whole new, exciting direction. “It’s a big responsibility,” he reiterates, pointing out in particular the need to  strike a balance between honoring the hotel’s heritage and infusing it with a new vitality. “There’s a bit of reviving to be done, but we’re preserving a national treasure.”

In the last two years, starting with when the historic hotel celebrated its centennial in 2012, the oldest premier hotel in the country has been undergoing various renovations. These include the guest rooms, the major update of Café Ylang-Ylang, the Mabuhay Palace, Sampaguita Hall and, most recently, the Centennial Hall.

The doormen and staff at the lobby welcome guests and visitors in bright new uniforms. Looking more like elaborate costumes, they add some whimsy to the guest’s day and break up the monotony of a weary traveler’s routine. There are four different outfits, as well, meaning that each day the visitors can look forward to a new surprise.

The New Year brings fresh challenges for Yap as the hotel undergoes even more changes. Yap ushered in 2014 together with guests and many of the hotel’s staff who have made the hotel’s New Year’s Eve celebration a tradition.

“For this year, we have huge endeavors,” he says. These include renovating the Fiesta Pavilion, the Manila Ballroom, the luxurious Presidential Suite, and the hotel’s driveway.

Beyond physical renovation, the hotel will also undergo rebranding.

Though the specific plans are still under wraps, Yap says, “We feel good that we’re going in the right direction, we feel that we won’t disappoint.”

Senior vice president for marketing Denise Tambuatco elaborates on the planned rebranding: “Heritage is definitely part of the DNA of the hotel. It is actually the cornerstone of the hotel. The challenge is to make it relevant to the people today, to the younger generation, and make it attractive to them.”

She adds, “A hotel is always defined by the experience you have. We want to be the best at delivering that experience to you. All of us have to do our jobs well for you to have a great experience.”

“It’s not just the facilities, it’s the people,” she says, bringing to light the true heart of the Manila Hotel.

Looking forward to the New Year, Yap says, “I hope we still continue on the road that we’re on and that we still have the vigor to do what we’re doing to improve the products and services of the brand, and most of all make each and every Filipino proud.” The Grand Dame deserves no less.