My Ranggo Hospitality Heroes: Celebrating Extraordinary Individuals in the Hospitality Industry
In the hospitality industry, there are countless unsung heroes who go above and beyond their duties, making a significant impact on society and helping to make the world a better place. “My Ranggo Hospitality Heroes” is a series dedicated to celebrating these inspiring individuals, shining a light on their exceptional contributions and sharing their stories with the world.
Spotlight on Ms. Natalie Lim
In this edition of My Ranggo Hospitality Heroes, we are thrilled to feature Ms. Natalie Lim, Richmonde Hotel Iloilo’s charismatic Hotel Manager. With a remarkable 25-year tenure in the hotel industry, Ms. Lim has worked both domestically and internationally, always demonstrating a deep passion for her work despite the personal sacrifices involved.
Ms. Lim’s journey is marked by her unwavering commitment to her family and her career. In 2008, she made the difficult decision to return home from her role as Assistant Front Office Manager in Hawaii to support her mother through medical treatment. She later moved to Malaysia to work at The Ritz-Carlton, only to return to Manila when her mother’s illness recurred, ultimately ending her 19-year career with Marriott International. Through these experiences, Ms. Lim has shown an extraordinary ability to balance personal priorities with professional commitments.
Today, she leads Richmonde Hotel Iloilo, part of Megaworld Hotels & Resorts, with the same dedication and heart. Her story is a testament to the power of following one’s heart and priorities, a journey that has brought her invaluable personal and professional blessings.
Interview with Ms. Natalie Lim
Can you tell us about your journey in the hospitality industry over the past 25 years?
I started my career in 1994 as a front desk receptionist at the New World Hotel in Makati. When the brand was managed by Marriott International, I got the opportunity to travel and work overseas in the years between 1998 to 2013. I was in and out of Manila during those years, working various front-of-the-house positions for the JW Marriott, Renaissance, Ritz-Carlton, and Marriott Vacation Club brands. The job took me to the US mainland, Hawaii, Malaysia, and a short stint in Shanghai, China. I was part of the pre-opening teams for the Marriott Manila, Nobu-City of Dreams Manila, and Crown, now known as Nuwa. Currently, I am the General Manager at the Richmonde Hotel Iloilo, part of the biggest homegrown brand in the Philippines, Megaworld Hotels & Resorts.
What inspired you to pursue a career in hospitality?
It’s working with people. In hotels and hospitality, people are our greatest assets. The technical aspect is only secondary to service.
How did you come to join Richmonde Hotel Iloilo, and what drives you to stay?
The GMs of the 2 older Richmonde properties were colleagues of mine from New World. They always knew that I was the adventurous one, the one who would most likely say yes to an assignment out of town. So they earmarked me for the post as the hotel was being built and when it was finally ready, they asked if I was still interested. There was really nothing holding me to Manila and I was ready for another adventure, so I said yes.
Can you share a story of a guest experience that had a significant impact on you?
Every guest encounter is unique. I have had many guests over the past 30 years in the industry and, sad as it may be, I have had guests who have passed away. One of them was a very successful American businessman whom I met in KL. He found out I was moving to Maui and kept in touch as he wanted to take his wife on a holiday. Unfortunately, I did not hear from him for a long time and out of the blue received an email from his son. The gentleman unfortunately passed away during a minor surgical procedure, and his son found an unsent email to me discussing plans for their family trip. It was sad, but in a way, the son was very thankful to make my acquaintance.
How do you stay motivated and passionate about your work after so many years?
I love my job. I love working for my people. I realized it was my purpose to serve people, and it’s that simple.
On the Hospitality Industry
What skills and qualities do you believe are essential for success in hospitality management?
Traditionally it’s EQ (Emotional Quotient), the ability to work with and for people. We used to say hospitality was a thankless job, you served people all the time and while most are appreciative, some are not. Every guest encounter is different, and so flexibility and empathy are a must. Every guest experience varies, so these are absolutely necessary. In recent times, AQ (Adversity Quotient) has become a necessity, the ability to work and manage in a disruptive time, change is now not just constant but at lightning speed, we must learn to adapt quickly. Others are integrity, resilience, and having a sense of purpose.
What advice would you give to young professionals aspiring to enter the hospitality industry?
Always have intellectual humility. Know that the more you know, the more you don’t know. Everyone starts from the bottom, and there are no shortcuts to the top. Everything we have, we have worked for. Nothing came free. Sometimes we laughed, sometimes we cried through it. All of the time we learned from it. Wake up with a purpose and make sure you always do your best. It may be a different level best on a daily basis because some days are blah and some days are great, but do it anyway.
On Supporting Local Businesses, People and Tourism of Iloilo
Why is it important for you to support Iloilo’s local businesses and culture?
I’ve always believed that every minute we are in this community, we owe them a second. We have been fully and wholeheartedly supported by the community around us, from our workers to our guests. We give back what we can because we believe in synergy and in symbiotic relationships. Personally, I believe that you get what you give, and I live this value daily. We cannot thrive on our own; we need the community around us, and it is in this premise that we work with them.
Can you provide examples of local products or businesses you’ve collaborated with at the hotel?
Currently, we work with local artisans for food products that we include in our LaMeza Ilonggo degustation series. This has actually blown into a full advocacy for the hotel as we are now collaborators with the LGU in projects connected to Iloilo City’s citation as the Philippines’ only UNESCO City of Gastronomy. It has given our chefs the opportunity to travel to Macao to engage with their counterparts from other countries.
We also support local MSMEs such as the supplier of our signature Sampaguita scent, which we source from a young entrepreneur who started her business as a school project. Of course, we are partners with One Iloilo, a local advocacy group that promotes local weaves and other products for Bugal Iloilo, a local trade fair that showcases local products. We are also partners with Rezbin, a materials recovery company that collects plastics for upcycling, keeping an average of 200 kgs away from landfills monthly.
How do you ensure that your personal appreciation for local culture is reflected in the hotel’s offerings?
My personal taste in clothing has shown it; I mostly wear modern Filipiniana clothing on a day-to-day basis. I also consciously support Filipino products when I give presents. I lobbied and had approved a Filipino Fashion Mondays concept where all employees of the entire Megaworld Hotels & Resorts community wear Filipiniana every Monday.
Can you share some initiatives or programs you’ve implemented to promote local culture at Richmonde Hotel Iloilo?
Bugal Iloilo Trade Fair, LaMeza Ilonggo Degustation, Erik Castelo Bridal Fair (purely Ilonggo fashion), promotion of banquet packages that feature only purely Ilonggo dishes on a modern table, conscious and mindful shopping of supplies and goods that are made in Iloilo or support local suppliers and craftsmen.
What impact do you hope to have on the local community through your work at the hotel?
I hope to instill a deeper sense of place. Not that Ilonggos don’t have it. But I wish it would trickle down to the younger generation, who will know that local is not “baduy” and that in continuing to honor culture and tradition, we can also achieve financial sustainability. Appreciation for Filipino.
Can you share any success stories of local businesses that have benefited from your advocacy?
We have partnered with many businesses over the years and are happy to share that the notable ones are: the tablea coop in Cabatuan, which continues to supply us with our own formulated tablea, and the artisanal Tultul salt, which was almost dying in Guimaras. Now it has been revived and is thriving as we market it to our guests.
How do you think the hospitality industry can better support and promote local cultures and economies?
First of all, by having confidence in local labor. From GM down to the line staff, Filipinos make the best hoteliers. I am happy that there are now many GMs like me who are Filipinos. Next would be to place as much value in local products as imported ones. There are many local suppliers who can match or even surpass the quality of imported goods (sometimes at a fraction of the price). We should learn to appreciate them and promote them with pride.
What future plans or projects do you have to further your support for Iloilo’s local businesses and culture?
I continue to work with my hotel team to further promote Iloilo as a hotel and heritage culinary destination of choice. Aside from this, I also chair the Iloilo MICE Alliance under the office of the DOT R6 and work with the private stakeholders in Iloilo to make the city a premier MICE destination. With MICE Alliance, we continue our Bugal Iloilo advocacy by being their trade fair partner. I am also with the various LGU committees on gastronomy and economic councils for advisory purposes, on how to propel Iloilo as a Top 3 Highly Urbanized City by 2028. As a board member of the Philippine Chamber of Commerce & Industry – Iloilo, I also can give my input on the business roadmap for Iloilo, including advocacies for MSMEs and business incubation projects.
A True Hospitality Hero
Ms. Natalie Lim’s journey in the hospitality industry is a testament to the power of dedication, compassion, and a deep-rooted commitment to both personal and professional values. Her story inspires us to prioritize what truly matters while excelling in our chosen fields. At Richmonde Hotel Iloilo, Ms. Lim’s leadership and advocacy for local culture and businesses exemplify the spirit of My Ranggo Hospitality Heroes. Her dedication not only enriches the community she serves but also sets a benchmark for future hospitality professionals. Through her work, Ms. Lim continues to make a profound impact, proving that true success lies in the balance of heart, service, and a steadfast sense of purpose.
