“For me, hospitality is a massive branch of accommodation, restaurant, bar, and inn, among others. It is important because people by nature love to visit places. One of the big roles in hospitality is giving access to services like food and accommodations.”
Those words came from the mouth of Armando A. Mortejo, founder and managing director of the Davao-based Arm Skills Management and Consultancy Services.
He says the main focus of hospitality is “to provide (people) an enjoyable experience whether that comes from relaxing in a luxurious spa or a hotel and eating from a good meal. Generally, it also means getting a comfortable good night’s rest – away from home.”
According to Mortejo, hospitality is one of the major contributors of the country’s economy. “Hospitality jobs are among the top ten sources of income from hotels, restaurants, inns, and cafes in the country,” he says. “We, Filipinos, are also among hospitable races around the globe. That’s why the Department of Tourism launched the Filipino brand of service (FBS) among tourism and hospitality stakeholders.”
Hospitality establishments like hotels, parks and resorts are focusing on service mileage towards customers because they are selling services that should satisfy the needs of the guests. “The main reason why guests and visitors return are due to the warm welcome from the receptionists once they enter the place and the interaction with the staff.”
Most expensive resorts offer welcome drinks and some entertainment for arriving guests because some of them may have experienced some hassles and stress during the trip. “The warm welcome with a smile from the staff can oftentimes compensate for the woes they have undergone,” Mortejo says.
This brings us to the subject of quality service, which can be in the form of memorable experience, excellent ambience and outstanding provision. “Quality service is not just for restaurants alone; it is a universal language for the hospitality and tourism sectors,” Mortejo says. In other words, the money you pay for is worth it.
There are several ways of skinning a cat. In the same manner, there are some concerns when it comes to hospitality. Implementation of standard services is among the issues being faced today and this can be addressed by consistent training of those involved in hospitality business.
“Management has a big role to play in implementing guidelines for these concerns, especially in regard to innovations, training, and empowerment, among others,” Mortejo says.
Mortejo knows what he is talking about. He is a graduate of Bachelor of Science in Hotel and Restaurant Management from the Colegio de Kidapawan in Kidapawan City, North Cotabato. He took his master’s degree in business administration at the Ateneo de Davao University in 2012. “I was one of the youngest graduates during my tenure,” he says.
He was also awarded with a culinary scholarship by the LTB (Les Toque Blanches) Philippine Chefs Association in 2017 at International School for Culinary Arts and Hotel Management at Katipunan, Quezon City.
He had been to several Asian countries, including Cambodia, China, Malaysia and Vietnam where he had had culinary immersion in these countries. He also has a certification from the London-based Institute of Tourism and Hospitality Professional. Actually, he started his career in hospitality when he joined the famous Pearl Farm Beach Resort, which was the venue of Miss Universe and Miss Earth pageants.
“I started my career way back in 2005 where I had undergone my on-the-job training,” he recalls. “Due to my ability, I was hired as an extra wait staff. After I graduated from college, I was offered to work as a food and beverage attendant, then as buffet attendant before I was promoted as front office receptionist and cashier. I was further promoted as night auditor, where I handled the night operation of the resort.”
He worked at Pearl Farm for eight years and in that span of time, Mortejo was assigned to different cross training departments like housekeeping, human resources, and laundry. “The management thought of me as a well-rounded person,” he says. While working at Pearl Farm, he also pursued his masteral degree at Ateneo de Davao University. “My main purpose was to teach in college while working in the hospitality and tourism industry,” he explains. “It is an opportunity for me to be an entrepreneur as well.”
When he resigned from Pearl Farm, he joined Home Crest Hotel and worked as its executive housekeeper and sales and marketing officer.
Another idea came to mind: he wanted to help small and medium scale businessmen who are engaged in the tourism and hospitality industry. So, he started his first consultancy project in 2015, the year where he was also establishing his career in hospitality and tourism.
In 2016, he launched the massage and spa. Two years later, he started the travel and tours business. He did all these while working a career in the academe as program dean/head and part-time university professor and college instructor in some hospitality, tourism and business establishments in Davao City.
“With these simultaneous involvements, I can safely say that I have helped the local tourism and students in attaining their goals,” he says. “I consider this as career growth and an opportunity to help.”
As a dean of a college on hospitality and tourism, he says that the primary reason why students take up the course is for them to go abroad and work in luxury cruise ships, airlines companies, and international hotels, resorts and casinos. “But there are those who want to manage their own businesses once they have enough experience and exposure,” he says. When asked about the Arm Skills Management and Consultancy Services, he explains: “Actually, ARM is derived from the first three letters of my name. The real meaning of ARM is the Ability to Realize Managing their own businesses through skills enhancement, development, and innovation. Skills management is a vital tool when it comes to services. In my own little way, I’m helping build the dream of a moneyed person with no ideas yet of starting hospitality- and tourism-related businesses such as hotels, resorts, cafes and restaurants.”
Since 2015, Mortejo has been able to help 11 properties open. “The struggles I encountered were hiring the right people and contacting suppliers of raw materials for the buildings and the equipment needed,” he says.
On how many months he was involved in those properties, he says, “It depends on the needs of the client.” The longest is two years while the shortest is six months.
His future plans include opening more properties, helping the hospitality and tourism industry when needed, and growing the consultancy business in national and international scope.
“To those who are eager to learn the art of service profession, you need to have the burning passion to serve and innovate for better service. Look for quality rather than quantity. Look for a niche of a better business,” Mortejo concludes.
