- 12 hours ago
From breaking barriers in a male-dominated industry to leading hospitality teams across Asia, Gwen Dela Cruz, general manager of Mercure Mactan Cebu, shares her journey of leadership, reinvention, and resilience in the evolving world of tourism and business.
How can Cebu stay globally relevant? What does true leadership look like today? And why is reinvention now more important than resilience?
Join us LIVE on Beyond the Headlines!
How can Cebu stay globally relevant? What does true leadership look like today? And why is reinvention now more important than resilience?
Join us LIVE on Beyond the Headlines!
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NewsTranscript
00:25Good afternoon, welcome to Beyond the Headlines.
00:28I'm DJ Moises.
00:29Today, we talk about leadership, what it truly takes to stay relevant across decades of
00:35change, and why reinvention may now matter more than resilience alone.
00:40Joining us is the General Manager of Mercure Mactan Cebu, Gwen De La Cruz.
00:45Hi, Gwen.
00:45Welcome to Beyond the Headlines.
00:46Hello, DJ.
00:47It's really nice for you to be here.
00:50Welcome to Mactan.
00:51And thank you for making time for this interview.
00:54It's really our pleasure.
00:55Sure.
00:56Being in Mercure, it's really high time for you to visit us.
01:00Yes.
01:00And you've been one of the incredibly successful personalities in the hospitality industry.
01:06So I'm sure a lot of our viewers would be curious how to be you.
01:10So let's start with maybe a question that you've been asked several times already, and that's
01:17when you started in the hospitality industry.
01:20It was largely the leadership, was largely male-dominated.
01:26So what inspired you to push forward?
01:29All right.
01:30What inspired me?
01:31First and foremost, I really wanted to be a hotelier.
01:35That was my dream.
01:36Although by profession, I studied accounting, but I really wanted to be a hotelier.
01:42So being a hotelier for me is really about meeting people, and at the same time, I want
01:49to grow in the industry.
01:51Of course, at that time, I know it's a male-dominated industry, but being a female, you always have
01:59an edge because of your soft skills.
02:01We focus more on emotional intelligence, be more understanding, like when I deal with
02:13my team, and if I'm new in the company, I really focus first on EQ and being more understanding
02:24to them and getting their support.
02:26So I think that's really one edge to be a woman because you always have that motherly
02:32instinct.
02:33And for bringing that up, I remember there's one author, I forgot who he is, so I'm just
02:38acknowledging him because I'm not an original.
02:41But I did read that before we can ask the hand, we go first to the heart.
02:46To the heart, definitely.
02:47So I've also learned that you had several assignments also abroad that prepared you for
02:56this role.
02:57How did that shape you also as a leader?
03:01Oh, yes.
03:02First and foremost, when I was assigned abroad, I think mentally I was ready for it.
03:09But the thing that you need to be ready is really the culture.
03:14Although it's based on Asia, but Singapore, Malaysia, Maldives, Hong Kong, where I have
03:22been assigned, really you have to adapt to the culture.
03:26And most of the time where I was, I was the only Filipina.
03:30Like when I was in Kuala Lumpur, I was holding a director of rooms position, and I was Filipina.
03:38But it goes back to really relationship, it goes back to making sure you understand the
03:47culture of each other, and at the same time, be there for the team, be there for others.
03:57So I think the Filipino unique hospitality will always come out, and this will really help
04:05us survive internationally.
04:07And when people would look at you, especially those who are taking hospitality management
04:13at this time, they would also just see the glamour.
04:18But not necessarily the challenges also that you had to hurdle to get you to where you are
04:25today.
04:25What were these challenges also that you had to hurdle in an environment that you grew up
04:32with?
04:32Yeah, definitely.
04:34I call it opportunities rather than challenges, because it helps you grow as a person.
04:43As I said, of course, being a woman is a challenge, especially if you are in a higher position.
04:51But I think building relationships first, getting their support will really help you survive.
04:59And at the same time, you really need to have a goal.
05:03You know, you have to have a goal.
05:05Why am I here?
05:06What is my purpose for being here?
05:09So my purpose is always hospitality.
05:11I eat, breathe, sleep, hospitality.
05:14So I'm there to make people comfortable, to bring joy.
05:19And at the same time, whenever challenges happens, I'm there to overcome it.
05:25So the hurdle that comes to you will really depend on how you see it.
05:32So for me, I've always seen it as a challenge, not as a problem.
05:37And among the things also that I've heard about you is you're an expert when it comes to reinvention,
05:45which is an important mindset to have, even for a person who is already incredibly successful.
05:51So what were the influences also in your life that led you to have a mindset to always reinvent yourself?
05:58Yes, I think reinvention is really because there's change.
06:03There's continuous change in the industry and really all over the world.
06:08So especially now, the hotel industry is reinventing because of technology.
06:13We reinvent our processes.
06:17We reinvent also how we deal with young people because everything now is techno.
06:24This was not the case when I started 30 years ago.
06:28We're very into paper.
06:30And at the same time, you reinvent when there's crisis during the pandemic.
06:38That was really one of a kind.
06:40What do I do for everyone, for my hotel to survive?
06:46Because considering you have almost 200 staff, you don't want to let them go.
06:52So you reinvent by looking at business on another perspective for the common good of everyone.
06:59And speaking of perspective, you also mentioned the pandemic, which was either an opportunity or also as a challenge.
07:09So based on your observation, whether it's from your team or with your peers or even the leaders above you,
07:17what usually separates a leader who just survives and a leader who thrives in spite of the circumstance around him
07:29or her?
07:29Yes. Well, that's the difference of, there's this book, right, from good to great.
07:35So that's really the difference of being good leader or being a great leader.
07:40I think one of the most important thing, especially during the pandemic, is you have to hold on to your
07:47team.
07:48You have to hold on to your team and you have to explain to them what is going on right
07:54now and how it will affect the day-to-day lives of everyone.
07:58And you really have also to protect the company because the company is the one, that's why you're there, to
08:07protect the company, to protect your team.
08:10And you need to have a good relationship with the community because the community, especially during the pandemic, we are
08:19there for each other.
08:20Each of the organizations around government, private, we're there to help each other.
08:29So that's how you really reinvent by changing focus on your business and making sure that everyone will be protected
08:38and everyone will keep their jobs.
08:41And in those decades of success and all your journey also across different properties in different parts of the world,
08:54what were the specific reinvention that you introduced to yourself and also professionally?
09:02Hey, let me tell you about my experience when I was in the Maldives.
09:07So you can imagine, this is a story.
09:10I was in Kuala Lumpur for five years.
09:13Of course, it's a vibrant city.
09:15And suddenly I got a call from my boss and said, you will be going to Maldives.
09:21And of course, I'm single and said, what will I do in Maldives?
09:26Because of course, at the time that's so far away and the hotel where I was working, it's actually located
09:33below the equator.
09:34So it's really far from the city.
09:37And I said to myself, all right, after much convincing, I will go.
09:42When I went there, the reinvention that I really had to tackle is environment.
09:49And at the same time, people, because you have to deal with the locals.
09:56And it turned out really to be one of my best relationship.
10:03I'm just I'm like a mayor in the island because in Maldives, one hotel, one island.
10:09The GM is the mayor.
10:11I'm sorry, I'm the vice mayor.
10:13And you have to take care of everything.
10:15You invent everything in a very unique way.
10:20You don't have an emergency, let's say, fire department that you can call.
10:26Everything you reinvent in the island.
10:28But it turned out, although I was only there for a year before they moved me to Hong Kong,
10:33it turned out to really be one of my most valuable experiences because I survived it in a beautiful way.
10:42And made the hotel also successful and really built those connections with people.
10:50So if we are to then address your fans, I know you have a lot of followers.
10:59I've heard so many wonderful things about you.
11:02What do you think should they prepare themselves with for them to also have a career in the hospitality industry
11:12as successful and remarkable as yours?
11:15What were the prerequisites that you look for in those talents?
11:19Yes.
11:20So thank you so much for that question.
11:22First and foremost, you really have a passion for hospitality.
11:26You have to love your job, meeting people.
11:32And once you're already there, remember, a hotel has so many opportunities.
11:39You can go from one department to the other.
11:42When I first worked in my first job in Manila, my boss, I always remind him this.
11:50I always thank him because he told me, Gwen, you're starting your career in this industry.
11:56Please make sure what do you want to be in the future?
12:00I'm sure you want to be a GM.
12:02You want to be an RM.
12:03Of course, at that time, oh, that's impossible.
12:05I will not be like that.
12:07But he told me one thing.
12:09And this is also an advice for those who are eyeing to be in the industry.
12:18You give yourself two to three years to be in a certain position.
12:25Let's say you're a front desk knight.
12:27Give yourself two to three years.
12:29After that, you move to the next position.
12:33Let's say, oh, my next move is to be a supervisor.
12:36You go up according to your own merits and according to your own performance.
12:43So that's really what I did.
12:45And the more you go up, things get easier because you already know the fundamentals.
12:52You already know how to deal with people.
12:55You know the industry so much.
12:57Unlike when you're a newly graduate and suddenly you become a manager, you need to build your roots.
13:04That is so important for you to be successful.
13:09And in your case, how did you also view the evolving styles when it comes to leadership?
13:18So how did you also evolve as a leader through time?
13:22Yes, of course, I've always believe and I've always been a servant leadership style whereby I put people first.
13:36I make sure that when I enter an organization, I have to get to know them, who they are.
13:43I don't want to change things right away because if I change things, it may not be, it might not
13:51be good for them.
13:52So get their support.
13:55Be, be really, you know, a friend.
13:59And it's okay to ask about how are you, how's your family?
14:04Because that touches the heart and it builds trust for your people.
14:09Once you have that, I think everything else will follow because trust and integrity is so important in the organization.
14:17You are among the trailblazers because you started when the industry was largely male-dominated.
14:25Now we can see more and more women leaders in the industry.
14:30So how did also women introduce the evolution of the approach to hospitality and management?
14:39I think women were, you know, if you look at the women, they're, as what you said, most of them
14:48are the leaders now in the industry.
14:50I think male, female, it doesn't really matter.
14:54What's important is what's in your head and what's in your heart.
14:58And whatever a man can do, you can do.
15:02And as I said, our advantage is our EQ, our emotional intelligence is also our advantage.
15:11For how it evolved, I can see really evolving because the universe was also welcoming it as what you see.
15:22Just recently, just recently, the Artemis crew, it was a woman.
15:30One of them was a woman.
15:31And some presidents are women.
15:34And some of those holding big corporations are women.
15:39So I think the world has also evolved in making sure that women are given a chance.
15:47And at the same time, we women also prove ourselves that we're worth it.
15:52How important to you is growth?
15:56Not just in the context of organizational growth, but growth also when it comes to the people you lead.
16:03Oh, yes.
16:05I always tell my team, encourage them as how I grew myself.
16:13I tell them, be in the position two to three years.
16:17If there's opportunity, grab it.
16:20If I have a staff who wants to grow or who wants to leave an organization, I first find out,
16:29is this good for you?
16:30Oh, it's I don't stop them because for me, if it's good for you, I'll support you because that's also
16:38how I was with my former bosses.
16:41And you are the only one who knows that.
16:45But if I feel, oh, you might not be ready.
16:48I'm also going to be honest and and guide them to be ready.
16:53So it's really supporting and making sure that whatever my success is, they will also have that kind of success.
17:02I liked earlier when you mentioned about fundamentals.
17:06Yes.
17:07Because those are also the one that established the foundation to your achievements today.
17:16What are your advice also or insights for young leaders who are pressured to to achieve success quickly?
17:27Yes.
17:28So I think the most important is like a fresh graduate.
17:33Choose an organization that has a very good vision, a very good mission and a very good culture.
17:43I was lucky because I started at a very good brand in the hotel and that was my DNA, because
17:54no matter what, wherever you are, the the fundamental is like a child.
18:01Whatever your parents teach you, you'll always carry them.
18:04So it's also like that in the hotel industry.
18:07When I started, I was lucky to be in this very good brand.
18:11So that sets the tone for me because that was my standard.
18:16And wherever I go, I set the tone for that type of standard.
18:21And in your experiences across, whether it's about a property or it's about Cebu or it's about people, what do
18:31you think is also the edge of Cebu or Cebuanos for us to really succeed globally?
18:38Oh, we have the edge because we have the mountain, we have the beach, the sea, and we have beautiful
18:50island.
18:51Plus, I think the Cebuanos are the most hospitable.
18:55Let's start with accessibility.
18:57Being the best airport, having one of the best airport in Asia and in the world, that's already an edge
19:07for us.
19:08You come to Cebu, everything is so accessible.
19:12I want to go to the beach.
19:14It's 15 minutes away from the airport.
19:17I want to go to the city.
19:19Well, it's probably going to be 45 minutes to 1 hour.
19:24I can also enjoy shopping in the city.
19:27And I can go to the north and south of Cebu and really visit the different cultures.
19:33I think Cebu is really very, has rich culture.
19:38Plus, of course, the people.
19:40And, of course, we are, Magellan landed here in Mactan.
19:45We started the history.
19:47And we have the Santo Nino, which is the oldest church in the Philippines.
19:51In terms of history, we have a lot.
19:55We have a lot to offer.
19:56Plus, now, with the growing infrastructure, my tourism can come here anytime.
20:03We have already the facility to host those.
20:09And we have really very good hotels in Cebu.
20:15So, I think, plus, at the end of the day, it's the people that count.
20:19And Mercure sits in Mactan, Newtown.
20:25Yes.
20:25And just across Mactan Expo.
20:29What do you think is also the edge of having an integrated property that would add more value to tourists
20:39who would visit the island?
20:40So, Mactan, Newtown, it's integrated because everything here, you live, work, and play, and even study if you want.
20:51If you look at Mactan, Newtown now, of course, having two hotels of Megaworld here, Mactan Mercure and Savoy Hotel.
20:58We just recently opened the Mactan Expo that can accommodate 2,000 to 2,500 guests.
21:09And at the same time, you have shopping.
21:12I mean, shopping for selected items.
21:18And you also have schools and food.
21:23So, I think, when the guests come here, everything that you experience, plus, of course, our Mactan Newtown Beach.
21:30And soon, we will have the museum.
21:34The museum that really depicts the history of the Philippines and Spain.
21:39And that museum is really going to be beautiful.
21:43So, when I'm here in Mactan, I stay for three days, five days.
21:48I can already do a lot.
21:50And it's something we can be proud of.
21:53So, we're grateful that you've shared a lot of wonderful insights for our viewers to learn from.
22:03So, if we are to encapsulate everything, what would be your final thoughts or insights for young women leaders who
22:14also aspire to hit big, whether in hospitality or in other industries?
22:21Well, all I can say is, girl, you go and achieve your dream of being in the hospitality industry.
22:33Most importantly is, you always have to maintain your EQ and maintain good relationships with people.
22:43And it's really all about integrity, loyalty, and treating people always with respect.
22:53All of these are emotional conscience, emotional intelligence, but this will bring you forward.
23:03Because if you have this, you can do anything, you can change anything as long as you stick to your
23:11goals and your dreams in the future.
23:14And as I've also shared earlier to our viewers, you are an expert when it comes to reinvention, not only
23:21personally, but also professionally.
23:25So, I can tell that there's, even if you're already incredibly successful, but you will continue to raise the bar
23:32higher.
23:33So, what's also the legacy that you hope also to add value this time in Megaworld and in Mercure?
23:43Yes, I think my years of experience as Mercure, this used to be Belmont by Megaworld, and Megaworld decided to
23:54partner with Accor and make this into the first Mercure Maktan, the first Mercure Hotel.
24:01So, Mercure Maktan Cebu has really a lot to offer because we focus on local feel, local experiences.
24:10As soon as you walk in the lobby, you already see the mosaic of Lapu-Lapu, and every corner of
24:17the hotel has meaning of what Cebu is all about.
24:21And, of course, most importantly, the people we have here, you know, the friendly hospitality.
24:27And we also value responsible tourism, sustainability.
24:34As what you said, I didn't set a flower, I set this plant for you because this is a sustainable
24:40plant that we have in our restaurant.
24:46So, what we can offer is really that experience, that experience that can last a lifetime for our guests.
24:56And remember, you are in Maktan, Newtown by Megaworld.
25:01Everything you need is here.
25:04So, I think that's the most important message I have for them.
25:10And finally, what inspires you about Cebu and about the Philippines?
25:19All right.
25:21I have had many opportunities of living abroad because I was out for 10 years.
25:29But at the end of the day, I really chose Cebu because this is home.
25:35The hospitality is there.
25:38Even though you go around, you know, you ride a jeepney, you ride a tricycle, but the smell, the feel
25:49of that warm air is what I'm really looking for.
25:55And you go around the world.
25:57Yes, you go on holiday, but you will always find home.
26:01It's really all about home.
26:03And the Philippines, there's a lot to offer.
26:06There's a lot of opportunities.
26:08And I think we just really need to make sure that we make it right.
26:13We make it right for everyone.
26:15And we will be one of the best destinations in Asia.
26:22That's for sure.
26:23So, thank you very much for joining us today.
26:27It's been long, delayed, no?
26:30But finally, we had this conversation because I'm sure a lot of our viewers, whether they're new to the industry
26:37or they've been around the industry, would want to hear more about your insight.
26:43So, thank you very much for joining us.
26:44It's my pleasure, DJ.
26:46And I hope this is the first of many.
26:50The first of many.
26:51Same hope.
26:51Thank you very much for saying that.
26:53Amping.
26:54Amping, yes.
26:55So, thank you for sharing your insights, perspectives, and stories with us this afternoon.
27:01Leadership is not only about reaching the top.
27:03It is about staying relevant, continuing to learn, and having the courage to reinvent ourselves through changing times.
27:13So, to our viewers, thank you for being with us.
27:15I'm DJ Moises.
27:16This is Beyond the Headlines.
27:17Have a good afternoon.
27:43This is Beyond the Headlines.
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