Staying apart, but working together: Okada Manila team members in the time of COVID-19
Over the course of the year, we have seen the pandemic change our entire way of life. It has disrupted how we live and work, and at the same time, it has opened new opportunities for us to take an active part in making a positive impact in our own small way.
In this series, we look at how Okada Manila team members have adapted under these extraordinary circumstances that we are in. By embracing our core values, our team members have developed new ways to live that exemplifies a “true heart” for service.
Jovie Pacia has been with Okada Manila for four years. As chief concierge for hotel operations, he ensures that guest satisfaction is achieved and maintained throughout their stay. We check in with Jovie as he tells us about his commitment to service above all.
The interview that follows has been edited for brevity and clarity.
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What’s a normal day like for someone who works as chief concierge for a resort as grand as Okada Manila?
When you’re in doubt, you ask the concierge. A concierge is something like a one-stop shop. We make extensive use of relevant information to create personalized and intricate itineraries and anticipate guests’ requirements even without them realizing they need it. We treat all guests, both internal and external, equally and without prejudice.
In your own words, how would you describe magokoro or omotenashi?
Magokoro means true heart and omotenashi is to entertain wholeheartedly. These are the unique DNAs of Okada Manila that we apply daily so we can provide an unsurpassed level of service to our guests without expecting anything in return. Building great stories for guests is more than enough for us.
Can you give us a few examples of how you apply these traits to your role?
It can be a simple taxi booking that we can expand to a variety of other services. A regular concierge would book a taxi as requested, a good concierge would offer a wake-up call, but a great concierge would add luggage assistance. As concierge for Okada Manila, we would not only fulfill the request but offer other services that the guest might not be even expecting. We would make reservations for a vehicle, probably upgrade to a limousine, a wake-up call and luggage assistance, breakfast reservation before leaving, bottled water for the journey, complete with weather forecast information and a proper send-off.
It’s all about going beyond what is expected and we do our service with sincerity.
How are you keeping yourself safe and healthy during the pandemic?
A wise man once said, “forewarned is forearmed.” Knowledge in advance enables one to be prepared. I keep myself updated on recent developments on all fronts. We always wear personal protective equipment (PPEs) when on duty and when interacting with other people. Physical distancing is always observed, and proper handwashing is conducted. I also take regular dosage of vitamins and allot time for exercise.
I realized I cannot be a couch potato and I still need to take good care of myself. Yoga provides a balanced workout session for the body and the mind. In these challenging times, it helps to maintain a healthy disposition.
What lessons or skills have you learned during the quarantine?
Creative writing. It became my outlet to convert my thoughts and ideas into words, and to turn it into something coherent and worth keeping. There are various techniques that I have learned from my online course that helps me become a better writer.
Have you set specific goals for yourself? How is it going so far?
I’ve decided to do yoga daily, and I’ve been going at it for more than 4 months now. I saw the changes it did on my body and even breathing exercises help a lot.
Also, I try to write at least once a week. I’ve managed to complete a couple of short stories that I’ve shared with the online course class.
Tell us about a time you made an impact through service.
We had a guest who was part of a conference in the hotel and he had some time to burn in between meetings. I prepared an itinerary for him for a day trip outside the city so he can have some time to relax. I knew he needed the break from his work. On the day of his trip, we prepared a refreshment kit for him, some water bottles and towel, and we lent him an umbrella as the forecast on that day included a light drizzle. By the time he returned to the hotel, he had renewed energy. He immensely enjoyed the experience and saw the Philippines in a new light. He commended the entire team for the dedication, and for looking after him and for pampering him with our service.
What do you miss the most in the property?
Those things that we usually take for granted are the ones I miss the most in the property. The sound of laughter in the hallways and offices, children running around in the lobby, the lights of The Fountain, the music in Cove Manila, and even the holiday decorations. And of course, all the people I’ve been working with for the last four years. It’s a strange time but I’m hopeful that better days are ahead.
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