Winford Manila Resort & Casino (WMRC) enjoyed full operations during the first few months of 2020 until March 15 of that year when the pandemic forced it to temporarily halt operations, according to Jeff Evora, the hotel’s president and chief operating officer.
It was not until August 21 that the hotel was allowed to open the casino on a dry-run basis to ensure that its systems were still functioning properly, which also allowed it to perform the necessary maintenance work to update its systems.
Due to the five month-long closure, along with the restrictions on senior citizens not being allowed to go out, the financial results of 2020 were not as stellar as the hotel had hoped at the beginning of the year, Evora told Malaya Business Insight.
“As with all businesses in the hospitality industry, our revenues dropped during the temporary suspension of operations,” he said. However, the hotel operated as a quarantine facility during this period for Overseas Workers Welfare Administration (OWWA) bookings and Crew Exchange rooms.
To comply with social distancing protocols mandated by health authorities, Evora added that the ground floor casino was renovated in 2020 to expand the gaming area to allow more slot machines and electronic table games to operate simultaneously.
As a result of these safety and security enhancements, WMRC earned the coveted Safety Seal Certification issued by the Department of Tourism (DOT), as well as meeting safety standards to serve as an accredited quarantine hotel authorized to accept bookings from”¯OWWA, front-liners, and”¯off-signers crew from shipping companies.
Evora pointed out that the importance of creativity and adaptability during a time of crisis are key lessons learned. “The hospitality industry was hardest hit during the pandemic, as we relied heavily on customer visitation, restaurant covers, and hotel stays.”
When the hotel closed on March 18, it had to wait for the advice of the DOT on when and how it could reopen its doors and gain revenue.
By July 13, the hotel was allowed to accept returning overseas Filipino workers through OWWA and it also introduced new F&B services like Winford on Wheels and Curbside Pickup that allowed its guests to experience WMRC from the safety and comfort of their homes.
Then, in November, the hotel was able to augment its income when it was allowed to accept Crew Exchange guests of cargo ships that were docked at the Manila Harbor.
“Our goal for 2021 and beyond is to sustain the momentum we have kept over the past year and kick into high gear, now that health authorities have given us the green light to expand our operations,” Evora said.
“While our primary objective has always been to provide our patrons with world-class service in a place where they don’t have to spend out of this world prices, WMRC is ready, willing, and able to adapt to this ever-changing world,” Evora added.
“Our strategy to realize this goal is to make safety a top priority, so that our loyal patrons not only continue to come back but also feel like they are in a place that is as safe as their own home,” he stressed.
Although there is still a long way to go until the industry fully recovers, the hotel’s numbers are starting to look promising. “Nobody knows for certain just how soon the sector will rebound,” Evora said. “However, through perseverance, dedication, and the prioritization of our guests’ safety, we are optimistic that it will happen sooner rather than later.”
Unlike other sectors that can benefit largely from digitalization, the tourism and hospitality sector is and will always be service-oriented.
Certain aspects of its hotel business are being reviewed and evaluated to see how it can benefit from digitalization. As for gaming, the hotel is anticipating a shift toward this realm.
It intends to make the quantum leap by exploring initiatives like data transformation and loyalty program enhancements that would best accommodate changing consumer behaviors.
“Success or failure to keep up with the changing times will largely depend on the industry’s ability to embrace these changes, while creating a memorable and seamless customer experience in the process,” Evora mentioned.
Now that WMRC is authorized to accept leisure bookings, “we look forward to welcoming back our guests and offering full use of our facilities and amenities,” Evora noted.
The hotel’s luxurious ballroom is ready to host banquet events like conferences and weddings, with strict adherence to safety protocols.
This December, it will also bring back its entertainment offerings with a two-night performance by ‘The Voice of the Philippines’ 2013 winner, Mitoy Yonting and his band ‘Draybers’.
Guests can also look forward to a motorcycle, appliance, and cash raffle, slot machine tournaments, and Earn & Redeem promotions.
