by Joee Guilas
In Resorts World Manila (RWM), new realities translate to RWM version 2.0, which is seen as an opportunity to rethink and enhance how the premier integrated resort and the whole Newport City complex does business.
The implementation of RWM 2.0 goes beyond the processes and will introduce new and improved versions of world-class services with a Filipino touch—from in-house food delivery options to contactless systems to work-from-hotel concepts and more. The technological origin of the term emphasizes the important role of digital solutions and other technological innovations to further level up customer service, as well as overall RWM customer experience.
As the country gradually shifts to more lenient quarantine measures, RWM along with partner hotels in Newport City are returning with more stringent SOPs on safety and sanitation, as well as applying the 2.0 standards in its operations. “2.0 has to be present in all aspects of the property,” said Kingson Sian, President and Chief Executive Officer, Resorts World Manila. Guests can expect a 2.0 experience in every corner of RWM, including hotel rooms, common areas, dining outlets, and more. “RWM 2.0 essentially refers to safety. If you don’t consistently experience 2.0 in all areas of our property, then the whole idea will be defeated. 2.0 is, therefore, experiencing a leveled-up sense of safety in all of RWM’s areas of business.”
RWM Safety 2.0, global sanitation protocols
Aside from the initial safety guidelines such as wearing of masks, mandatory thermal scanning, and hand sanitizer stations, RWM and Newport Mall have put in place enhanced protective and cleanliness SOPs such as the deployment of an Anti-Virus Patrol which will do round-the-clock hygiene surveillance within the property to ensure public safety. Additional state-of-the-art sanitation and disinfection technologies are installed within the property including smart disinfection and temperature chamber, Multi-Quat sanitizer, and escalator handrail sanitizers. Contactless purchase with designated pick-up counters and drive-through stations are also being introduced as new safety protocols rolled out in the re-opening.
The hotels’ global and institutional health and safety protocols are also in place including Marriott Global Hotel Cleanliness Program for Manila Marriott and Sheraton Manila; Hilton’s CleanStay; Intercontinental Hotel Group’s (IHG) Guidelines for Covid-19 Prevention for HIEx Manila; and Hotel Okura’s Japanese-style and sustainable sanitation protocols; while Megaworld Hotels’ Savoy Hotel Manila and Belmont Hotel Manila have the Stay Safe programs. These efforts are in collaboration with the world’s most trusted hygiene and sanitation brands—Lysol, Ecolab and Diversey.
RWM Hotels 2.0, a new era of hospitality
Currently, with seven hotels and approximately 3,600 rooms, RWM has made the distinction as the country’s only integrated resort with the most number of hotels in one property. Renowned international hospitality brands Marriott Hotel Manila, Sheraton Manila Hotel, Hilton Manila, Holiday Inn Express Manila (HIEx), and the soon-to-open Hotel Okura Manila, together with homegrown hotels Belmont Hotel Manila and Savoy Hotel Manila, are all nestled within RWM property.
Touchless Hotel Experience. Hotels in the property, particularly Hilton Manila and HIEx Manila, are introducing touchless services and transactions—mobile check-in and digital key using smartphones. Features such as Contactless Journey Upon Arrival by HIEx Manila and Hilton Digital Key through Hilton Honors App are essential to ensure that both guests and hotel associates feel safe and comfortable by limiting contacts and touchpoints.
Dining 2.0. In compliance with the Department of Trade and Industry’s updated guidelines for dining establishments, restaurants in RWM and hotels are back on their feet in serving guests and customers with world-class dining experiences. Pick-up and delivery services via Delishvery to select outlets, are now available and enhanced cleanliness procedures for dine-in services for hotels are already in place. One of the components of the safety campaign of Megaworld Hotels is Safe Eats where Savoy Hotel Manila and Belmont Hotel Manila offers to-go services for their bestsellers through Out of the Box and B on the Go, respectively.
Evolving Services. Adapting to the demands of the new normal, hotels in the property are preparing for new ways to serve the MICE industry. Marriott Manila sets new protocols on accommodating guests in its MICE facility. This includes limiting the capacity, individually prepared and single-serve snacks, among others. Guests are also encouraged to download the mobile event app to get updates. On the other hand, Sheraton Manila is introducing a Work from Hotel concept through its innovative and versatile co-working space, ColLab. Sheraton’s ColLab offers a one-stop solution to meet the requirements of companies and freelance workers, such as stable internet connection and enough working space.