Guided by the principles of the Hilton brand, hotel veteran Fabio Berto proves that teamwork, indeed, makes the dream work for Conrad Manila.
By IVY LISA F. MENDOZA
Being a hotelier is as amazing as he had imagined it to be. “And certainly, even better!’’ Conrad Manila general manager Fabio Berto is pleased to add.
Hotels are liminal spaces. Once you step into them, it is like you are transported into a realm that is pleasantly separate from the rest of the outside world. The sights, the smell, the sounds, the sheer luxury of it all — all of these drew the young Fabio into spending his summers working as a bellboy in a hotel in his home country Italy and, later, as a front waiter in Switzerland.
“I was drawn to the excitement of the profession, planning and hosting events, meeting interesting people like celebrities — the luxury lifestyle very much appealed to me,” Fabio recalls.
The fascination just grew even more, powered up by the challenge to enhance guest experience in every job Fabio took on throughout his 35-year career in the hospitality industry — from sales executive positions across several luxury properties in France and in the United Kingdom, all the way to being the general manager of the Hilton Niseko Village in Japan and, today, Conrad Manila where he oversees the day-to-day operations of the 347-room luxury hotel.
“Every day is a different day. You come across a multitude of different people with different backgrounds and different ways of thinking. I find that very exciting and motivating because it represents life. Life needs to be enjoyed and lived to the fullest, right?” shares Fabio.
It is evident that Fabio gets fred up by the intricate details of his work. Every single day is just unique with different challenges and varying solutions, different personalities to please through a wide range of hotel offerings and services. He says he gauges his success by achieving revenue and profit objectives, penetrating market shares across different geographical and economic landscapes, and catering to the needs of all stakeholders.
But the most important thing for him is being both a strategic, compassionate leader and a collaborative team player. Every day thus brings an opportunity for Fabio to share himself with his Conrad Manila team and, at the same time, learn from them.
Team collab
Fabio’s success and longevity in the industry most probably stem from his profound understanding of the importance of teamwork and collaboration. “I used to be very competitive, but I cannot be successful by myself,” he admits. “That realization was a turning point in my career. It became a part of my own development.’’
He says he uses the “humble approach” in dealing with people. “It’s when you recognize where you can contribute value without assuming you know everything. It’s about taking the time to understand why things are done a certain way and how you can enhance them,” he explains.
Fabio may very well be describing the Hilton way of leadership, which puts a premium on empowering others to succeed so that everybody moves as one. Deeply passionate about cultivating effective and prosperous teams, Fabio initiates team engagement activities like townhalls and coffee chats, and works on nurturing their skills, fostering connections and trust. “I aim to create opportunities for personal interaction and development, and show genuine interest in the growth of each member of the team,” he says.
Fabio came to Conrad Manila at the tail end of the pandemic, which brought unprecedented uncertainties, thereby testing his leadership skills. “The first priority was ensuring the health and safety of our guests and team members,” he recalls. “It was a challenging time, but as an organization, we came together to navigate through it.”
Understanding culture is key
Throughout his career, Fabio has successfully navigated diverse and competitive locations worldwide, spanning various categories of hotels, resorts and city establishments across fluctuating market conditions.
Having worked with teams of diverse nationalities, Fabio emphasizes the significance of embracing different cultures. “The key is understanding the culture and having the flexibility to blend with it,” he explains. “In the Philippines, for example, the importance of personal connections goes beyond business relations and the workplace.”
Case in point, Fabio and his wife eagerly immerse themselves in Filipino culture, from experiencing for themselves Siargao’s renowned waves, to savoring local delicacies like bulalo. His goal, he says, is to always bring something back to check how his organization can improve guest experience.
Fabio openly embraces every aspect of his new environment, more so since he has never been to the Philippines before his appointment. But there is something strangely familiar with the Philippine culture that makes it all too comfortable and welcoming.
“The sense of family is almost the same in the two cultures, Filipino and Italian. I have worked in countries where business is very straightforward, where the sense of family is not as strong as what we find in a country like the Philippines or Italy. And then there is the love for food and the socializing that happens around food!” Fabio shares.
The key, he underscores, is not to try to change the world by yourself but to understand and, more importantly, connect. “And really try to foster relationships based on what you’re trying to achieve. I think that’s what I learned by being in China, in Japan. So, you know, nowhere is perfect and everywhere is beautiful, right? So, it’s about life, balancing,’’ Fabio says.
Dream hotel
Does he have a dream hotel to look forward to in the future?
“I don’t have a dream hotel because I really enjoy everywhere I’ve been. Every single hotel I’ve been is special. When I leave a property, I would always tell myself that, yes, that was a special experience,” Fabio says with a smile.
His dream hotel is where he is now, the one which he makes sure offers the most unique and different experience.
“When guests come to the Philippines, they might not be able to go to the famous places outside Metro Manila, they might not be able to experience the food. So, we try to bring some aspects of that into their stay with us, like they go to our restaurant, and they can get a taste of hot bulalo or sweet taho— right at the hotel,” Fabio shares.
It has been 35 years of endless learning and fun for Fabio in the hotel industry. Knowing what he knows now, he says he just might have some words of wisdom for his 25-year-old self.
“I would just say that Fabio you are absolutely right, go and enjoy traveling and make the most out of it. It must give you life-fulfilling experiences. Be confident about what you want. There will be times when you will question yourself because you’re young, but go for it,’’ Fabio says with introspection.
It has been a great ride, and the best is yet to come, he knows. “But eventually looking back, yeah, it has been a great personal experiences that made me become what I am today. I am excited for the future,” he concludes.
Photography by MYK YCO
Art Direction by DEXTER FRANCIS DE VERA
Grooming by FLOE TAPAYAN
