At the 2019 Pride in Performance Awards, which are presented to the various business units of JG Summit Holdings, Robinsons Retail Holdings, and Summit Media that have made a significant impact over the past business year, Robinsons Land Corporation (RLC) earned top honors in the Customer-Centric Culture (External) category. To those familiar with the real estate company’s values and culture, the accolade came as no surprise.
The property development arm of the JG Summit conglomerate, RLC has always striven to develop a customer-obsessed culture, which is reflected in all facets of its various projects.
During this extraordinary health crisis that we now face, RLC’s dedication to its customers hasn’t wavered, even as the capacity to serve has been greatly affected. With the enhanced community quarantine (ECQ) in place, most of the nation’s labor force was required to work from home, while some companies were permitted to have a skeleton force in place to keep vital operations going.
The Summit Galleria Cebu team volunteered their services despite the lockdown. IMAGE RLC
In compliance with the government directive, RLC temporarily closed the majority of its hotels, office buildings, and residential properties. Robinsons Malls nationwide have also temporarily stopped regular operations, with only essential stores remaining open, such as the supermarkets and pharmacies. As this was all unfolding, RLC put in place a set of dedicated teams to ensure that select establishments could operate as close to normal as possible and that its properties remained safe and secure.
When the quarantine was announced, RLC recognized that the health and welfare of its staff were of paramount importance. As a result, the company quickly disseminated information across its properties and put into effect the prescribed health and safety precautionary measures and policies.
In the frontline of the scaled-down operations were the security guards, engineering personnel, and housekeeping staff who kept RLC’s properties clean and secure. This was done in close coordination and partnership with the accredited third-party manpower service provider agencies who are the employers of these personnel.
Robinsons Malls' sanitation teams ensure that handrails, elevators, escalators, and other common areas of the malls are clean and virus-free. IMAGE RLC
Even before the ECQ, Robinsons Malls' housekeeping personnel carefully sanitized all areas of each mall, including its restrooms, escalators, elevators, handrails, and other publicly accessible facilities. Security guards followed safety protocols such as checking customers’ body temperature through non-contact scanning and applied social distancing guidelines on the customers and guests.
Meanwhile, the engineering personnel provided important technical support, making sure each property is operational during and after the lockdown.
Recognizing the employees’ problem of securing public transport to get to and from their place of work, Robinsons Malls made sleeping quarters and shower rooms available for those who chose to remain on mall premises during the quarantine period. Meals were also provided for the staff.
At RLC's residential properties, building administrators, security guards, and housekeeping personnel ensured the residents’ safety, comfort, and security. To safeguard the residents’ health, extra attention was given to sanitation. Every hour, the elevator buttons, handrails, and walls are cleaned and sanitized. Common areas such as lobbies, amenities, common restrooms, and hallways undergo weekly disinfection. To ensure a virus-free environment at each property, security guards follow and implement safety measures like taking the temperature of each resident before they’re allowed inside; guards also implement social distancing measures such as limiting the number of people inside elevators.
Bottles of alcohol are provided at every entrance and the temperature of residents and employees is strictly monitored. IMAGE RLC
For those who reside outside Metro Manila, the properties have also provided temporary sleeping quarters for employees who choose to stay in. The also receive meal allowances, as well as vitamins and the necessary weekly medical checks.
Like at the malls and residential properties, sanitation is also a priority at RLC's office buildings, especially with their high foot traffic. The housekeeping staff conducts hourly sanitation procedures, paying extra attention to spaces and areas that see heavy human contact. There's also a disinfection provider that meticulously disinfects public spaces and common areas like lobbies, restrooms, and elevators.
With Robinsons Hotels and Resorts (RHR), although some of its properties temporarily stopped receiving bookings and reservations, a few of its hotels in Metro Manila are still housing guests like the employees of business process outsourcing companies. Opening its doors to BPO workers guarantees their safety, while going to and from their offices has become a lot quicker and easier.
Over the duration of the ECQ, these housekeeping, engineering, and security personnel choose to stay at work to provide the necessary service to guests. Like their fellow front liners across the RLC network, RHR’s housekeeping personnel keep things clean, sanitized, and tidy, while the security staff enforce the safety and precautionary measures. Not to be outdone, the engineering department keeps everything in full working order in expectation of the eventual lifting of the ECQ.
These steadfast employees were provided with accommodations at the hotel with meals, vitamins, and essential grocery items.
Continuing to work and serve, despite the uncertainty and challenges brought about by this unprecedented global health crisis, reflects these employees’ dedication to their families, their company, and their fellow Filipinos. For RLC, these front liners are true modern-day heroes.
For more information on Robinsons Land Corporation, visit www.robinsonsland.com
Banner Image Collage courtesy of RLC Marketing Team.
