In an industry where talent retention remains a pressing challenge, City of Dreams Manila is setting a benchmark by prioritizing its workforce. The integrated resort has been named the top employer in the Travel and Leisure category in the Philippines' Best Employers 2027 rankings, a study conducted by the Philippine Daily Inquirer and global data firm Statista.
The property also secured the 53rd spot overall among 300 shortlisted organizations nationwide. The evaluation drew on more than 700,000 employee recommendations, assessing factors such as working conditions, holistic well-being, diversity, and clear career progression pathways.
People-first philosophy
For Mark Tricano, president of City of Dreams Manila, the accolade validates a management approach that treats staff welfare as a core operational priority, not just an HR checkbox. “We are honored by this distinction as it reflects our long-standing commitment to investing in our more than 4,000 colleagues and creating an environment where they can thrive both professionally and personally,” Tricano said. “Hospitality is a people business. When we take care of our colleagues, they thrive personally, their talents flourish and they deliver the exceptional service our guests expect from City of Dreams Manila.”
Tricano also credited the backing of parent firm Melco Resorts & Entertainment for enabling welfare initiatives that go beyond standard compliance. Employees enjoy two designated rest days per week, access to modern round-the-clock staff dining facilities with unlimited meals, dedicated rest lounges, shower amenities, and bespoke healthcare and financial protection schemes.
Employee voices are channeled through Ugnayan, an active employee-management council that collaborates with human resources to organize wellness programs, family engagements, and vital family assistance during hardships. These human-centric initiatives directly support service benchmarks across the property’s trio of hotels: Nüwa Manila, Nobu Hotel, and Hyatt Regency Manila.
The recognition comes at a time when the Philippines' tourism sector is under scrutiny for infrastructure and policy challenges, as noted in recent analysis. Yet City of Dreams Manila demonstrates that a strong internal culture can drive guest satisfaction and operational excellence.
Industry observers see this as a model for other hospitality players in the region. The integrated resort's approach aligns with broader trends in luxury hospitality, where staff retention is increasingly linked to brand reputation. As new general managers take on roles across Asia, the emphasis on employee engagement is becoming a competitive differentiator.
For travel professionals, the takeaway is clear: investing in people pays dividends in service quality and guest loyalty. City of Dreams Manila's top ranking underscores that the heart of hospitality lies in its workforce.
