Cover Pangulasian Island (Photo: courtesy of Ayala Land Hospitality)
Pangulasian Island (Photo: courtesy of Ayala Land Hospitality)
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Hospitality today is much more than just lavish amenities. We sit down with president and CEO of Ayala Land Hospitality George Aquino to uncover the secrets to exceptional service and unparalleled guest experiences
Luxury goes beyond plush suites and five-star trimmings. The most remarkable hotels and resorts are defined by something elusive and exacting—a quality impossible to measure in thread count or marble. It is the feeling of ease, of belonging, that endures long after departure. Across the country, the finest establishments embody this pursuit of excellence. From the pulse of busy city centres to the calm of secluded retreats, these are places that transform every traveller’s experience.
At the forefront of this evolution is George Aquino, president and CEO of Ayala Land Hospitality. To him, hotels and resorts are living, adaptive spaces shaped by the people they welcome. In the following pages, we explore his philosophies, challenges and insights in the art of hospitality.
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Above A taste of El Nido (Photo: courtesy of Ayala Land Hospitality)
A taste of El Nido (Photo: courtesy of Ayala Land Hospitality)
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What are the makings of a great hotel/resort?
The makings of a great hotel or resort go beyond luxurious amenities and stunning locations. Anyone can build the most architecturally stunning hotel with distinctive food and beverage offerings, incredible public spaces and impressive art collections. However, at the heart of an exceptional hospitality experience is the people who bring it to life. Even the most mind-blowing hotels are worthless without good people. Hotels should invest in their people first, and things will magically fall in place.
What makes a best or top experience at a hotel/resort in your opinion from the perspective of a guest?
I will never forget how special The Lanesborough in London made me feel when I stayed at the gorgeous hotel overlooking Hyde Park. As soon as the butler left my room, I noticed that he had left a leather card holder on the desk. Inside was a stack of personalised hotel business cards identifying me as a resident of The Lanesborough. Wow! The cardholder accompanied me throughout my travels for years. In my opinion, that small gesture of personalisation is the most luxurious amenity I have ever received.
What do you think of the state of the hotel/resort (hospitality) industry and tourism in the Philippines today with regards to your property?
We are still bullish about the five-year tourism forecast for the country despite falling short of forecasted tourist arrivals in 2024. The biggest opportunity for Ayala Land Hospitality is our ability to enhance our portfolio with exciting new properties in key tourism destinations and market segments in the country.
Above El Nido (Photo: courtesy of Ayala Land Hospitality)
El Nido (Photo: courtesy of Ayala Land Hospitality)
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How has F&B become more essential and integral to hotels and resorts as of late?
In the Philippines, food and dining are central to the very core of our interactions. We dine all day and all night. We think about food before we go out to dinner, and then think about where to eat some more after dinner. Therefore, F&B offerings serve as a cornerstone of the guest experience at hotels and resorts, especially in remote destination islands. In such locations, the importance of F&B is amplified because guests have limited or no alternative dining options once they arrive. This makes it crucial for the hotel or resort to offer a diverse and high-quality culinary experience that caters to various tastes and dietary needs.
What added services do guests look for or ask for?
Carlos, my wife’s six-pound yorkie, travels with us wherever we go. We naturally select hotels that are accommodating to our canine companion. During our stay at The Nobu hotel in Chicago last year, the hotel team made sure that Carlos felt just as special as we are, even providing him with his own welcome amenity and water bowl in the room. There is no doubt that families treat their dogs as family members. Hotels have an obligation to do the same.
What do you think is the secret sauce to excellent service and hospitality?
Ayala Land Hospitality’s secret sauce to excellent service and hospitality lies in our culture of “One Degree of Hospitality”. We challenge our associates to provide that extra degree of warmth and personalised touches to a guest’s experience. This small act of care is what differentiates a “good” stay from a memorable one.
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What is a key lesson you’ve learned in your career in hospitality?
I never envisioned myself to do “manual” work when I was growing up. Working in hospitality was not in my career playbook. But desperate times call for desperate measures. With rent due and student loans to pay off, I accepted a job as a busboy at Le Ciel Bleu restaurant at the Mayfair Regent Chicago. While my college and Manila friends were in graduate school or working their first job at banks and ad agencies, I was polishing glasses and busing tables for the rich people of Chicago. It was a humbling experience, but well worth the hard work and sacrifice. It humbled me. The experience taught me to appreciate the work everyone does in the hotel, especially the back-of-the-house staff who are tasked with the most gruelling work and get paid the least. On your next hotel stay, please leave the housekeeper a small token of your appreciation by leaving a tip. It really makes a difference.
What hospitality trends have you noticed today, and what do you see for the future?
Artificial intelligence is rapidly changing hospitality. This trend will continue to play a vital role in how we manage our businesses and services. I embrace the benefits of AI; however, I don’t ever wish for AI to replace the power of human interactions in our hotels and resorts. Memorable guest experiences are created by the human touch and not by robots. I love beautifully printed restaurant menus and handwritten notes from the hotel staff. I appreciate being checked in the hotel by a friendly front desk agent. I want a bartender to make my martinis and a server to make my food recommendations. Technology will define our future in hospitality; but it can never replace how another human being can make me feel appreciated and valued.
Above A taste of El Nido (Photo: courtesy of Ayala Land Hospitality)
A taste of El Nido (Photo: courtesy of Ayala Land Hospitality)
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How do you make a hotel/resort feel more homey?
To make a hotel or resort feel homier, it starts with offering high-quality amenities and comfortable accommodations that provide a sense of luxury and relaxation. However, the true essence of a homey atmosphere lies in the genuine hospitality and heartfelt care that Filipino hospitality is known for. Staff who greet guests with warm smiles, remember their preferences and go the extra degree to make them feel special create a welcoming and comforting environment. This combination of beautifully designed spaces and sincere, personalised service ensures guests feel truly at home.
How do you think city hotels and destination hotels/resorts approach designing their guest experiences differently?
City hotels are primarily patronised for their convenient location and accessibility, catering to business travellers and tourists who need to be close to urban attractions and amenities. Their design focuses on efficiency, comfort and providing essential services that meet the needs of a fast-paced lifestyle. In contrast, destination hotels and resorts are chosen specifically for their unique locations and the immersive experiences they offer. These properties often boast superior amenities and a wide range of in-house activities to keep guests engaged and entertained throughout their stay. As a result, destination hotels and resorts create a more holistic and enriching guest experience, centered around relaxation, adventure and cultural immersion.
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Angela Nicole Regis Guiral is the assistant digital editor of Tatler Philippines. She studied journalism and has since written features that look closely at how culture, lifestyle and social impact converge, while occasionally wandering into the worlds of style and travel.
