Royal Mandaya redirects focus to customers' needs

HOMEGROWN business hotel, The Royal Mandaya Hotel, is embarking on a multi-million renovation program as it re-directs its focus on the utmost needs of its growing clientele.

At the same time, Benjamin Banzon Jr., the hotel's general manager, said they are finalizing talks with Fuego Hotels and Properties Management Corp. for a partnership in terms of marketing the hotel.

"We want to expand our Luzon market. At present we only capture three percent of that market, and that is not acceptable. With our partnership with Fuego, known for its high standards of hospitality and efficiency, we will surely improve our hold in that that market segment," Banzon said.

He said the discussion for partnership will be completed before the year ends.

Banzon also said the hotel management has allocated at least P15 million to upgrade its room facilities and services, for development training of its personnel and the installation of state-of-the-art Wifi connection, all these geared towards customer satisfaction.

At present, Banzon said the hotel's seventh floor is undergoing a facelift, and targeted to be completed this year, after they had completed in the second quarter of this year the renovation of the entire Executive Floor and the eighth floor.

While the hotel has intensified development works on its physical structure, its personnel are also equipped with proper trainings designed for optimum guest satisfaction.

"Because we are a business hotel, we are also improving our wifi connection with a total budget of P2 million. Our provider promised us to complete the installation of their latest technology before the end of this year. This will be more reliable and efficient" Banzon said.

Along with this, he also added that they have improved their system for online reservation to make it easier for clients to book for room reservations.

This month also starts the setting up of the 97 square meter Japanese Zen Spa, the newest addition to the growing list of facilities and services being offered by the hotel.

Banzon also said they will soon start to offer free valet parking to address the needs of guests who are driving their vehicles when visiting the hotel.

Banzon was also proud to say that since he took over the post in March 2012, customers have started to notice and appreciate improvements going on at the hotel.

"A proof of this is the result of an online survey among customers of various hotels in the city. Of the 34 hotels surveyed in March by Trip Advisor, Royal Mandaya ranked number 29. But after we have redirected our focus on the needs of the customers, we have climbed to number 9 as of August. This only proves we’re on the right direction and we will continue to pursue that," Banzon said.

On September 8, the hotel marked its 18th year in the hotel business with a vow to transform the hotel as a world class establishment with Dabawenyo hospitality as its trademark.