TALK is rife about a latest attraction in the city; its popularity, fueled by word-of-mouth buzz and countless social-media shares.
It’s about The Grand Fountain of Okada Manila, said to rival contemporaries in the world, including the much-heralded one in Dubai. Photos have documented, and videos have captured the vibrant “dancing” bursts of water, synchronized with a variety of music and backdropped by a dazzling display of lights. They moved along with Pavarotti’s Nessun Dorma, up-tempo beats out of a club, and other current soundtracks, which made the viewing truly an audio-visual spectacle to behold.
Curiosity led to a westbound drive to the sprawling Aseana Business Park in Pasay, where Okada Manila is currently the popular draw in the area’s Entertainment City. In its 44-hectare property, the famed world-class fountain and other amenities transport visitors to a seemingly different dimension. The regal gold-and-pink interiors speckled with ornaments exude a castle-like feel.
Inside the facility, every team member—from security to the crew in the public area—ensured a pleasurable visit for guests who are welcomed round-the-clock, even if they were in just for a four- to five-minute viewing of the newfangled manmade geyser.
A metaphor to running a just-inaugurated facility can (still) be referenced to the hotels’ now-hugely popular fountain, with its orchestrated actions and coordinated movements delighting its audience. With Okada being at the heart of Manila, it is interesting to note a Bulgarian national, Ivaylo Ivanov, is one of its leads for operations. He recently accorded the BusinessMirror with an exclusive peek to the hotel’s daily goings-on.
“In essence, I am one of those who oversee the entirety of Okada’s day-to-day functions”, the vice president of operations said, “including the retail strategy of the property. Also under my supervision is the Sales and Marketing Department; particularly, with hotel and banquet sales. In short, everything revenue-generating, outside gaming and F&B [food and beverage].”
His official profile from Okada revealed he was part of the preopening of the “biggest integrated resort in the Philippines”, tasked to “develop strategies along with the rest of the division heads to ensure efficient preopening and postopening operations” since he started in January 2016. The role also meant covering Okada’s Transportation Department, which is in charge of ferrying guests by the troves. A mandate for customer centricity has translated to foot traffic of, according to Ivanov, about 10,000 on weekdays, which balloons to 25,000 during weekends, for a property yet to be declared as “fully opened”.
“We have complimentary guest shuttle buses servicing five different locations in Manila, plus three coming from the airports. So technically, there are eight points of pick-up and transfers around the city”, he disclosed.
Everything else considered, the hotel uses all forms of transportation to have guests brought there, including a helipad as part of its business operations.
In his purview, too, is an organic call center, which he described as a “huge unit that not only handles reservations; it also supports all other departments within Okada.”
Ivanov went as far as sharing an aspect of the hotel’s back end: It has the most “technologically advanced” laundry operations, which take care of cleaning Okada’s entire requirements for linen and uniforms. It is interestingly headquartered somewhere in Batangas.
Brand development
WITH all the demands of establishing a new brand from ground zero, how does the Okada official execute a seamless orchestration of everything in his sphere of influence?
“I have a wonderful team who are composed mainly of Filipinos, from the level of directors and throughout the ranks. To infuse global expertise, there are also expats who hold key positions. Most of them have been in the industry for many years now. I can say I have an extremely strong team under my wing.”
His well-rounded track record of managing luxury hotel and resort operations in Europe, the US, the Caribbean and Asia has also augured well for Ivanov. In the last 15 years, he has progressively worked his way up the proverbial corporate ladder within hospitality establishments. Prior to his stint in Okada Manila, he was with The Venetian Macau as executive manager and associate director, where he was “highly involved in developing strategies and plans to ensure continuous improvement of guest satisfaction and operational efficiencies.”
“Professionally, my international stints and academic studies had enabled me to work effectively with different departments. I believe those aspects significantly contributed to the success of my role in Okada,” Ivanov explained. “The different places and work [assignments] had left a very good mark in my career. I have incorporated all those past learnings in our day-to-day operations.”
The biggest joy in his incumbent job, he told, is “to pass that [wealth of] experience and information to my team, share and discuss all these things, and to do well together.”
With the plethora of chores in his plate, he currently maintains a 10- to 12-hour workday, which could be shorter or longer, “depending on the volume of people we have to entertain and make happy”. Nowadays, Ivanov carries out a six-day workweek, “even seven, when necessary”, as he revealed Okada is opening “many different areas” in the coming days.
This is because, “we are writing a success story every day for an extremely beautiful property. At Okada, we do not provide services, but rather, of ‘guest experiences’, as we are focusing all efforts on offering such at all possible levels.”
These undertakings, he said, are investments in building the Okada brand in the Philippines, which is doing “very well”.
“Every day, we learn [something] from our guests, including those which we need to improve on. These will be vital in the aspects we will be introducing, and physically, in the areas where we are about to open.”
The mission is clear for Ivanov: “My role is to push and challenge my team to [achieve our goal, which is to] be better every day. It is part of our culture as an organization.”
Despite this, Okada operations vice president still subscribes to the tenet of maintaining work-life balance and time management. “This is something I convey to my team. They need not sleep here to get the job done,” he shared with a grin.
Speaking of Filipinos, the Bulgarian national has nothing but good words for them.
“I have developed a good rapport with Filipinos, having worked with them throughout my career. I understand the way they work, and that for me is an advantage.”
He qualified his statement by saying, “I find Filipinos extremely talented. They are fun, happy people—yet hardworking. For them to succeed in this business, they must be genuinely and naturally happy. Hospitality is in their DNA.”
As such, Ivanov revealed Okada is looking to employ close to 10,000 employees, with more than 90 percent comprising of locals, once Phase 1 is complete.
The “phase” pertains to the “Pearl” segment of the hotel, which is already accommodating guests for half of its 993 rooms. “Coral”, being the other portion, will be operational in the coming months, including the “beach club” and a manmade “cove”.
Ivanov shared that prior to the hotel’s establishment in Manila, its chairman, Kazuo Okada, considered other places in Southeast Asia for his investment. The defining decision was ultimately “because of the people in the Philippines”, he revealed.
“So far, it has been amazing. We are building a brand from the ground up. Okada Manila is designed to promote the Philippines as a tourism destination, create fun and bring joy to people’s lives in various dimensions.”
Family, food, Filipinos
IF Ivanov is all for delivering the goods, and everything in between, for Okada’s market, how does he spend quality time away from the rigors of hotel work?
“I love traveling together with my wonderful family. We had already been to many places: Tagaytay, Bohol and Puerto Princesa, to name a few. We love to explore [this] very beautiful country.”
He has also grown a fondness for Pinoys and, of course, their food. “Obviously, Filipinos love to eat. They say ‘when in Rome, do as the Romans do’. So, I use every opportunity when I am with locals to explore and have the pleasure to share a meal with them and a story, such as where exactly the meal came from, and the like.”
Talking about food, Ivanov’s eyes lit up when the conversation touched on his home country, Bulgaria, through a popular item.
“You’re right—it is famous for its cheese, as well as yogurt, plus other dairy and natural products. The country is actually rich in natural resources, with its rivers and five major mountains. And of course, the Black Sea, which my country shares with its neighbors.”
As Eastern Europe’s most “ancient” country, he said not too many people know it is steep in tradition, with a rich culture and history.
“Bulgarian, because of its antiquity, is one of the official languages of the European Union. It gave birth to the Cyrillic alphabet, which is being used in Russia and many other states.”
Ivanov shared Bulgaria has preserved its pristine charm to this day, of which 70 percent of its land area is still covered in forest. Historical monuments are all around. It is extremely beautiful and has held its own against overdevelopment.”
Positive for PHL
THE stark contrasts between his native land and the one where he spends his energies now notwithstanding, he was quick to acknowledge the positive qualities of the Philippines.
“I love its tropical weather, compared to Macau where I had my last assignment—it is 100-percent humid. I am very much attached to the shores and the sun. I also realized here that the beach is where my second nature is”, intimated Ivanov.
The single most thing he enjoyed in the country is its people. “I feel good working with Filipinos,” he averred.
This, he pointed out, despite the known inconveniences in living locally, such as the dreaded Manila vehicular gridlock.
“It is a known issue, but the efforts your government is doing to improve situations such as that, are slowly being seen and felt. The Skyway and other infrastructures had been built to ease traffic. They are visible signs of progress.”
He emphasized though, “we just need a new airport very soon. That will support the influx of tourists. But we need to avoid traffic—in the runway!”
Ivanov sees positive change soon though, with the growing economy to boot, and looks forward to a more prosperous Philippines a few years down the road.
“There is no better place for us to establish the Okada brand than in the Philippines, and we are happy with that. Definitely, we have something very special here.”
That said, what could Filipinos expect from Okada in the near future?
“We are opening an ‘integrated resort’, which has ‘everything for everybody’. Expect a lot of entertainment and fun for a complete, memorable experience, as we will house the largest indoor beach club and nightclub in this side of the world. The hotel will have more than 40 food and beverage outlets. A unique spa concept will also be introduced.”
Ivanov went on by announcing the market availability of the “most technologically-advanced rooms, which are also the most spacious in the Philippines (the smallest about 55 square meters; and the largest suites and villas at 1,400 sq m), offering guests a choice of the grand view of “The Fountain”, or a majestic perspective of the famous Manila Bay sunset.
“In the next few months, we will reveal each and every component [of the property]. Okada will be the family destination of choice, with everyone having something to do and experience.”
Before the interview wrapped up, he reminded of the first schedule of the famous fountain show for the day, at 6 p.m. “And we are not done with it yet; we are planning to fit it with more powerful jets soon, for more spectacular performances.”
With all these happening at a breakneck pace, Ivanov shared a piece of his mind about his work at Okada Manila: “It has been wonderful. I love every minute of it.”
And about after an hour, the same can be said about the impressive show of the famous Grand Fountain in city.
Image credits: Jimbo Albano, Photos from Okada Manila