Happy servers, happy guests.
For May Malagamba, F&B Director of Novotel Manila Araneta City, taking care of one’s people will in turn make them take care of customers better.
This is especially true in the hospitality business in general and in the food and beverage section in particular. After all, everything begins at home.
And she would be proven correct after Novotel Manila was recognized as the region’s top performer in F&B during the recent Accor Asia Awards 2023 in Jakarta.
“I have always believed that we have to take care of our people first, and then everything else will follow. This award is really an icing on the cake – the foundation is the dedication and commitment of the team to work and deliver,” Malagamba said.
“Our F&B team scored 98 out of 100 in our recent employee engagement survey. Because we are happy, we do not even count the hours,” she added.
Novotel Manila – the first Novotel brand of Accor in the Philippines, was recognized for its dedicated commitment to delivering exceptional F&B experiences by offering unique signature cuisines and services that transcend the ordinary.
According to Sam Tse, the hotel’s Director of Commercial Sales, consistently meeting, if not exceeding, F&B expectations goes hand-in-hand with creating loyalty.
“Competition is non-stop. Customers know what they want and we always have to be at par with new standards,” Tse said.
“A buffet is a buffet. A room is a room. A hotel is a hotel. But what makes us different is our service. A service with a heart will always make a difference.”
by Novotel, Indulge Gelato, The 6th Manila, and Prana Indian Cuisine
Evaluation for the Accor Awards included innovation, reputable performance score (RPS), food safety standards, financial achievements, employee engagement, and impactful marketing efforts in the region.
Food Exchange Manila, Gourmet Bar by Novotel, Indulge Gelato, The 6th Manila, and Prana Indian Cuisine were among the signature dining outlets as well as the meetings and banquets that contributed to the success of the hotel brand.
Novotel Manila was likewise recognized as a prominent Accor brand in the Philippines, securing three important nominations that included the Best Loyalty Performance and Hotel of the Year among five key categories.
Novotel Manila’s cluster GM and Accor’s first Filipino woman leader Maria Manlulu-Garcia credited the hotel’s heartists – a portmanteau of heart and artist to refer to their employees.
“Their creativity, dedication, and passion in providing guest experiences an extra mile during their stay and visit with us truly exemplify Accor’s DNA in continuously building long-term loyalty for all hotel guests and stakeholders,” Manlulu-Garcia said.
Novotel Manila’s Executive Chef, Massimiliano Pauletto added: “The difference is our philosophy. We do not work for Novotel. We are Novotel.”