Monthly Archive for February, 2010

“IN A business that takes pride in its people, continued success will depend on effectively nurturing a “culture of greeters” among the staff.

It is not enough for the workers of Maribago Bluewater Beach Resort to greet their guests whenever they get the chance. More importantly, when they do greet their visitors, they must mean it.

This strategy has worked well for the operators of this white sand beach resort for 20 years.

“Our greetings come from our hearts,” says Rhyz Buac, general manager of the resort located in Mactan, Cebu. “We really do make sure our guests know we want them to feel as comfortable and special as possible, that we are genuinely caring and respectful people.”

In running a beach resort in Mactan, where neighboring competitors practically offer the same thing, developing an endearing and solid staff will give any establishment the edge it needs to succeed.

Makeover

At present, the beach resort is undergoing an extensive “facelift” of its rooms and facilities.

“Our resort is undergoing what we call ‘paanyag,’ which in Cebuano means ‘to beautify,’ to make sure our resort satisfies what our diverse market wants,” says Buac, who has been with the resort for 20 years.

The resort recently built the new Beach Wing pool in addition to its two other lagoon-type swimming pools at the Amuma Spa Wing and the Garden Wing. Two of its restaurants – The Osteria Molto Italiano and the Allegro Restaurant – also received a makeover, giving the facilities a more “contemporary Filipino hospitality feel.”

Apart from the cream-colored sand, the inviting beach, the luxurious rooms, and restaurants that cater to different tastes, the resort’s Amuma Spa also has its own following, thanks to its signature massage and body treatments, Buac says.

The resort counts Asians and Europeans as its usual guests, and Buac admits that satisfying everyone’s needs can sometimes be a challenge, given the cultural differences.

Full occupancy

Lately, Buac has seen an influx of Japanese, Koreans, and Russians at the resort. He credits the Department of Tourism for its aggressive campaign in promoting Cebu and its beautiful beaches in particular.

It helps, too, that there are more direct flights to Cebu from Japan, Hong Kong and Korea. In 2008, over 4.7 million tourists visited Cebu.

Foreigners make up 90 percent of Maribago’s guests, most of who stay for at least three nights.

The 7-hectare establishment has come a long way since it opened in July 1989. From 32 rooms, it has expanded over the years to its current 157 rooms. Owned by the Almont Holdings Incorporated , the resort employs 280 people, half of whom work on a regular basis, the rest on contractual terms.

This summer, Buac and his team are expecting full occupancy.

According to him, the busy months are from January until May, August to September, and late November to December, when occupancy rates average 92 percent. But even on lean months, the resort still manages to pull in a decent 70 percent.

Maribago in the ‘middle’

“There has been a noticeable shift for travelers to fly from branded to budget airlines. That means more tourists for Cebu, more potential customers for us,” he says.

“Our positioning would remain in the middle,’’ he adds, explaining that while their amenities are world-class, they do not charge as much as the bigger and more established hotel and resort franchises in the area.

With their continued participation in local and international sales fora and trade shows, Buac is confident that their loyal customers will continue to come back to the resort while attracting new clients.

“In our resort, we remain proud of our Filipino heritage and our wholesome image,” he says. “Our guests may expect nothing less than world-class service and warm greetings with smiles that come from our hearts.”