Running a hotel is more than just providing a place to stay, it’s about crafting an experience, much like producing a movie.

For general manager Fredrik Johansson and director of sales and marketing Francis David, every check-in, every meal, every interaction is a scene in a carefully curated film where guests are the lead actors, and the hotel is the setting for an unforgettable journey.

“What we are trying to create is a blockbuster,” Fredrik shares. “When guests stay with us, they are the actors of their own movie, and we are here to create moments that last forever.”

The philosophy is behind Marco Polo Ortigas’ drive to offer more than luxury as its staff aims to create a deeply personal experience that resonates with each guest long after they leave.

“We don’t want to just be another hotel,” he continues. “We want to be a place where people don’t just stay — they experience.”

Francis, a storyteller in his own right, draws an interesting comparison to cinema. “When I think of our vision, I think of Top Gun — a movie that remains relevant despite the years. That’s our goal, to be a top-tier hotel, timeless in relevance, continuously striving for excellence.”

And just like a great film, Marco Polo Ortigas aims to touch hearts, not just minds. “We want to be part of people’s memories,” Francis adds. “When guests think back, they don’t just recall the ambiance; they remember the special moments they had with us.”

Curated studio

Beyond its luxurious setting, sky-high views and five-star amenities, the true essence of Marco Polo Ortigas lies in its people.

“The human touch is what sets us apart,” Fredrik explains. “From the doorman’s warm greeting to a personal note in your room, our staff goes beyond service — we create relationships.”

Guests also experience breathtaking views from the hotel’s 24th-floor lobby and beyond, with a stunning vantage point stretching to the Rizal Mountains.

But as Francis points out, the view is only part of the appeal. “We’re not just a destination for tourists; we cater to the entertainment industry as well. Many high-profile artists and performers choose Marco Polo Ortigas for its flexibility and seamless service. From personalized check-ins to last-minute operational requests, we make things happen effortlessly.”

Staying ahead in terms of hospitality means thinking outside the box. Marco Polo Ortigas constantly reinvents its offerings, ensuring they cater to modern guests’ evolving needs.

One such innovation is City Zen, a unique dining concept at Cucina, their all-day restaurant.

“It’s a hybrid between a buffet and an à la carte experience,” Francis explains.

“During busy workdays, our guests want efficiency without sacrificing quality. City Zen offers curated set meals with select buffet elements, striking a perfect balance between time and indulgence.”

But beyond business, the hotel also champions social responsibility. “Every October, we collaborate with a hospital for Breast Cancer Awareness Month,” Francis shares.

“We create special pink-themed products, and a portion of the proceeds goes to cancer foundations. Last year, we had a pink latte made from beetroot. It’s a beautiful mix of creativity and purpose.”

Stories within stories

With decades in the hospitality industry, Johansson and David have seen it all — some moments scripted, others completely unexpected.

One particularly ambitious marketing stunt went hilariously off-script. “We planned to pay the first 50 taxi drivers who arrived at the hotel a small incentive to spread awareness,” Johansson recalls with a chuckle.

“Instead, word spread like wildfire. Thousands of taxis showed up, causing a city-wide traffic jam. Police were called, and we ended up on the news for an entire day.”

Then there was the time a CEO insisted on making a grand entrance — on horseback. “We were hosting a major corporate conference,” Johansson remembers.

“The CEO wanted to ride into the ballroom on a horse. We had 600 guests applauding as he trotted in. It was nerve-wracking, but we pulled it off. Just another day in the hospitality business!”

David, too, has his fair share of behind-the-scenes stories, including one from his early days in sales. “I was out visiting corporate accounts when my shoe heel broke off. I had a quota to meet, so I just stuffed the heel into my bag and carried on. My client noticed and asked if I was missing part of my shoe. I just laughed and kept going — it’s all part of the hustle.”

Looking ahead, Marco Polo Ortigas continues to push boundaries. “We’re always exploring ways to be more sustainable,” Johansson noted. “From reducing plastic to improving energy efficiency, we’re committed to doing our part for the environment.”

Meanwhile, the hotel remains a hub for world-class dining, with Lung Hin, their Cantonese restaurant, standing out as a must-try destination. “If I could eat one dish for the rest of my life, it would be our Beijing duck,” Fredrik says. “Perfectly roasted, with just the right amount of greens — it’s an experience on its own.”

For David, his pick is a bit more unconventional. “I’d go for the chicken feet from Cucina’s Asian station. They say it’s rich in collagen, but honestly, I just love the flavor. Media friends encouraged me to try it, and now I’m hooked. Just hoping I don’t grow feathers!” he laughs.

A love letter to hospitality

If Marco Polo Ortigas were a movie, Fredrik sees it as an adventure film, with George Clooney playing his part. Francis, on the other hand, likens it to a powerful drama, inspired by Philadelphia, a film about inclusivity and human connection.

But at its core, Marco Polo Ortigas is a place that welcomes everyone into its story. “You’ve been here, so you’re part of the narrative, too,” Francis says. “Marco Polo isn’t just a hotel — it can be a home.”

Fredrik nods in agreement. “We are like Olympic athletes, constantly training to be the best. We strive to improve every single day, so every guest walks away with not just a good experience, but a memory they cherish.”

So whether you’re looking for an unforgettable stay, a culinary journey, or just a new story to tell — Marco Polo Ortigas is ready to roll the cameras and welcome you into the scene.