Exceptional luxury

MacGrath and his team are aware that Hilton is a brand that deeply resonates with Filipinos, many of WHOM STILL REMEMBER PATRONIZING THE fiRST HILTON Manila (then called Manila Hilton), which opened in 1968 on U.N. Avenue in Ermita. That hotel boasted memorable outlets, such as La Coquilla café (named by two historians, Carmen Guerrero Nakpil and Horacio de la Costa, after a delicious coffee variety during Spanish times); the Rotisserie, famous for its Caesar’s Salad; and 1571 disco, whose name comes from the year Manila was proclaimed the capital of the Spanish colonial administration.

“The idea of bringing the Hilton brand back to Manila was a very exciting and motivating prospect,” MacGrath says, describing his move to the Philippines AS A DEfiNITE HIGHLIGHT OF HIS CAREER.

“We were very clear about the initial positioning for the hotel and its outlets and have stayed generally true to this,” he says. “We have, of course, refreshed the product offering in the food and beverage outlets based on customer feedback, but the response overall from guests has been resoundingly positive. This is REflECTED IN THE TRIPADVISOR RATING WE CURRENTLY ENJOY.

“Although much has changed over the years, Hilton still remains committed to our brand promise of delivering exceptional experiences — every hotel, every guest, every time.” To enhance guests’ stays, innovations have been introduced, such as the digital check-in and keyless entry to the rooms of Hilton Honors members — those who belong to the chain’s loyalty program — using their smart phones.

When asked about the qualities that make up the ideal general manager, MacGrath enumerates them: “a genuine desire to meet the different needs and expectations of people, be it your customers, employees or owners. Second, you need to be able to commu