TAKING THE LEAD: Pan Pacific Manila's General Manager Mr. Richard Masselin

11:39:00 PM

Starting a hotel is not the most difficult task but finding the right person to make the business work. Hotels have General Managers who usually are involved in running the operations, coordinating between departments, attending to guests and ensuring there are enough revenues and sales to keep the business afloat. The job of a General Manager might look flowery but it requires a lot of work and expertise.

Currently undergoing a complete renovation to unveil a sleek interior design and accommodations, the PAN Pacific Manila Hotel has been drawing much attention from both local and international markets. Tasked with taking this lead for transformation, incorporating local culture, art and the latest technology to create an extraordinary guest experience, is the French-born General Manager, Richard M.P. Masselin who continuously making multitude developments since 2002, bringing the highly praised reputation of the Pan Pacific Manila to the next level.

Masselin oversees every aspect of the management of PAN Pacific Manila. His main role is focus on positioning the hotel to the luxury market, raising the overall guest experience and improving the service levels. With more than 25 years of outstanding and diversified hotel management performance from continents such as North America, Europe, Asia, Africa & Oceania, Masselin’s extensive corporate culture and brand management background has successfully build a creative and inspirational vision for long-term success of the Pargets Group Hotel Development, Francois Clerc Catering Services, Lenotre Catering Services, Accor Group, all in Paris, France, Starwood Hotels & Resorts, Le Meridien Hotels & Resorts and Pan Pacific Hotels & Resorts. Masselin’s expertise empower the hotel to evolve into the iconic and respected property of Pan Pacific Hotels and Resorts is recognized for.

Masselin is very much focused on the structural enhancement of the main features of the hotel’s facilities to improve client satisfaction. From the majestic pool area to the lavish lounges, all improvements center on giving the customers a “royal” atmosphere, which is what is expected for a five-star hotel to manifest. Apart from the physical structures, Masselin also managed the improvement on Pan Pacific’s software program which is a must especially for those departments involved in finance.

“Nowadays we are in renovation mode. Pan Pacific Manila is eyeing for more happenings and benefits for its customers. It has already begun room renovations. The rooms are now brighter and spacious. Next year, the Pacific Lounge, Lobby Lounge, and Poolside are next in line to receive the make-over. We are adding to the human capability of our brand, by continuously grooming and growing our staff for this new creative and determined perspective—that is concerned about bringing consistency.”Masselin said.

After staying with The Pan Pacific Bangkok for five years serving as resident manager, Masselin, is now being regarded as a man of talent, creativity, and hospitality for fourteen (14) years of steady service as general manager of The Pan Pacific Manila. Richard Masselin is most admired for his ability to develop same skills to his staffs. Also, his strong educational background gained from Institut de Management Hotelier International, of the prestigious Cornell-Essec, gave him honor and excitement to be working with Filipinos who are the best of the industry can be found.

Spending time with his family is Masselin’s weekend priority. The general manager is happily married to a Thai woman named Sumalee and a father to daughters, Maya and Luisa who are 14 and 12. Richard also loves to engage in outdoor activities such as playing golf, diving, hiking and painting in his spare time.

“I am a painter, I’ve got much painting in my house. I paint nature. I went from an art school back then in Chicago. “Yes, yes, yes, yes! Yes! Yes! I want painting as my next career. Actually my dream is two right now… I am really after travelling, I want to go around the world. Go to some places that I have never been to like Alaska, Russia, St. Petersburg because of the artworks. I want to go back to Japan, Mexico, Central America, and South America and I want to go to Vietnam.”

It is no wonder why Philippines has a special spot in Richard Masselin’s heart. “I am married to this special woman who I met in Thailand. I enjoy being with my family during weekends. I make sure that we have breakfast together including my two daughters. I give them good night kisses when I am at home. During Saturdays and Sundays, we play puzzle together while I am having coffee. I usually help my youngest one in doing her homework because she needs assistance and to make sure that she do her homework diligently. In weekdays, I work out but again I am sometimes being too lazy in the morning so I take couple of hours in the afternoon to go to the gym then afterwards I’ll go back to work. I’ve found home here (Philippines) —from people, culture, to the feel of a beautiful tropical country. The value of the Philippines is phenomenal.” he muses.

Since he came in 2002, he shares a lot of memorable first thoughts and experiences in the country. “When I came here that was during the hype of kidnapping and bombing all over the place. The first impression when I get here at the airport and travelling to the hotel, oh my gosh, you see a lot of the security guards. I was not used to see guards with shotguns cornering you all over the place. Even in the golf course here in Intramuros, the guards have shotguns. That’s my first time to see guards with shotgun in the golf course in my entire life. It is also the comment actually of most of my hotel visitors and they keep on asking why all the guards have these shotguns wherever we go and see them, pretty much everywhere in Manila. Then another story is when I went to Palawan I remember, we went island hopping in a boat, then we would take the picnic. We have cooks coming with us and the waiters to serve us and we have these two guys carrying two white boxes all the time then I asked why? I was with my dad. What’s in there? I asked and they said, “It contains guns.” So, I was shocked. We are relaxing in the ocean of Palawan and then to find out that those two guys are carrying guns! So you might think “Am I safe here?” And then they told us about the Palawan kidnapping incident “oh oh…” he paused. “Well, I get used to it already. I have to adapt the culture, I do not change the culture. I adapt Filipino culture. I enjoyed the Philippines when I went to Palawan, I went to Bohol and I enjoyed there too. I used to dive in the states when I was younger, I didn’t like it and then I realized diving is not for me. But when I came here, I tried diving again with some encouragement from the Filipinos I met. Cebu, Palawan Bohol, even in Batangas that is two hours from here like Punta Fuego, you have nothing to be envy with Indonesia, Malaysia, Thailand, here you have the most beautiful places, and most places are untouched.” he recounts.

Masselin has also imbibe the traditional way of celebrating Christmas. “The best Christmas is here in the Philippines. We start talking about it and preparing for it as September starts. The spirit of Christmas is so strong here. Party is everywhere—bringing people to unite and it shows sense of caring to one another, giving back to others, that’s really a Filipino mentality. Filipinos are community-driven people. Here in the hotel, we associate to each other. We help each other. If there is someone here is in distress, we help them. We collect money and give something automatically…sincere from the heart. Filipinos are very compassionate people.”

Due to his hectic schedule, Masselin could only afford to go back in his home country, France only once a year. Nevertheless, the French general manager has learned to love the Philippines and has nothing to say negative about the country—even the food which he thought at first was awful. Masselin who adores diving in our tropical seas and relaxing within the cool ambience of Tagaytay.

Masselin sees the hotel’s future more sophisticated than ever and aiming of building a culture focused on exceptional service and providing an authentic Philippine experience for the guests of Pan Pacific Manila. As a global brand, to begin with. Guests want to go to a recognized global brand because they feel safe. The Pan Pacific Manila make sure to give that assurance, and a quality service. Guests come back because the hotel is able to deliver.

“I am attached to this hotel since I landed here in the Philippines. I love my work environment and that is very important. You know this hotel is extremely unique in many aspects. The people working here are very friendly. We have the notion of good manpower and good personalized caring. In fact, we have 55% returning guests. I get attached to the people I am working with. I am also get attached with the guests, not all but many of them because we build very strong relationship with our guests. My team are completely committed to raising the bar for this magnificent hotel to compete with the very best establishments. When I see happiness in our guests and associates, that makes me smile and feel proud. That means we are doing a great job. In the morning, I open my mail and receiving a very good comment from your guest that he or she loves this… this… this…; that is an evidence of success in my people. As their leader, I am the one who is responsible for everything.” Masselin said.

That level of professionalism gives guests the confidence to put their lives and businesses in good hands. Pan Pacific Hotel Manila was also renowned for its Butler system, making it the first and only luxury hotel featuring a full Butler concept in Asia. Masselin considers this element of the hotel as one of its best assets since they represent what Pan Pacific is, there is a need to empower the staff. And by empowering, Masselin means training the butlers in three of the most important concepts necessary to improve the service they render: skills, language, and attitude. They also need to learn to be more proactive.

“We have a nice boutique hotel. You know we are masterfully creative in giving our guests a memorable hotel experience—we are very personalize. We are not pretentious. We have Filipino butlers. We are a team of a humbled 120 people on board, who cares from the heart and creating a relaxing and delightful stay for our guests. I am challenging a lot of people, they say that Filipinos are lazy people but I disagree with them. I said, No Filipinos are very hardworking people, well here in this hotel, my people are really hardworking. They are definitely committed to do their work—they do it right and complete. Their working mentality is Filipino will extend; they will double shift if they have to—just to make sure that someone is responding to the needs of our guests. Definitely hardworking and super friendly. The best evidence of this is the documentation that we have received from our guests from Europe, US, and Melbourne. Here in Pan Pacific, we have the natural trait of caring other people. The job makes a lot easier. Well, we are in hospitality business and communication is also a big advantage because everyone here can speak English. I am honest on correcting the English grammar of my staff in terms of correspondence. English language is very important. It can be difficult sometimes but it should be understandable. Some people may understand but some are not. Filipinos have the advantage so don’t waste it, be articulate. I am also in the process of adapting and polishing my English speaking skills. I have to absorb a lot and learn everything quickly.” Masslin said who can speak four languages French, English, a little bit Tagalog and Thai.

Security is also a selling point of the Pan Pacific Manila. When people walk in the hotel, they feel alive and the staff makes that. The good neighborhood alliance of associations in Ermita-Malate has put together combined resources to embark on a massive clean-up campaign for public safety in the entire tourist and business area of Ermita and Malate. The campaign is spearheaded by the Ermita-Malate Business Owners Association (EMBOA). Malate-Ermita Entertainment Lounge Association (MEMLA), MACRO and ARBO.

“We pride ourselves in the fact that we have high returning number of guests, we generate a good offer value for money, and being affordable to travelers and businessmen. We have beautiful spacious rooms that one could consider his home. The Pan Pacific Manila rooms exude with modern comfort. We have very good sales team also. We are proud of what we have. We are driven by innovation. We involve ourselves with community organizations like Ermita Malate Business Owners Association (EMBOA), Adriatico Residents and Business Owners Association (ARBO). “Masselin said.

This big initiative was coordinated with the Barangays in Ermita-Malate and the Department of Public Services who supported with garbage collection and disposal. The MMDA and the DPWH (Manila District) addressed the problems of clogged drainage lines and obstructions on the streets and sidewalks. Firefighter’s trucks of the Barangays and that of the volunteer fire brigades bushed the silts, for the Manila DSW for the street dwellers and for the Station 5 and civic groups for daily public safety and crime watch.

“We are responsible towards the presentation for our streets—the well-being of our residents our guests and associates. The Pan Pacific Manila is sensitive to the fact that the streets should reflect good living for all the people living in this community—not only the tourists or the business people who come here every year but to all the people living here, and that includes us. Filipinos we have the right have clean and safe streets.” Masselin said.

Richard Masselin has been also appointed chair for the big re-launch of the industry’s culinary competition called ‘Chefs on Parade’ by the Hotel and Restaurant Association of the Philippines (HRAP) The Chefs On Parade went on a hiatus from 2004 due to financial constraints and the unfavorable economic conditions. However, the HRAP decided to revive the COP in 2011 to reassert itself as the landmark culinary event in the Philippines. COP came back with a big bang at SMX Convention Center, one the country’s premier event venus attracting more than 26,000 visitors. After the resounding success of COP 2011 under the chairmanship of Richard Masselin, Chefs On Parade promises to be as massive and exciting to reach the Asian region with more foreign participants and celebrity Master Chefs. If given more time and resources, Masselin plans on going for the expansion plans for the hotel and more community development efforts in the near future.