Starting out at the front desk of the Mandarin Oriental Hotel in Manila, Ruby Garcia seems to have been destined to contend with the concept of luxury. She has since carved out a stellar career in the hospitality industry in various leadership roles, and her experience can only lead to one good thing: developing her own unique approach to luxury.

At the outset, one wonders whether she really planned to pursue a career exclusively within the luxury hotel sector, or whether her trajectory into this industry unfolded organically. Surprisingly, she says it was rather a mix of both intention and serendipity.
“I’ve always been drawn to hospitality, and the luxury sector, with its focus on detail and personalized experiences, fascinated me. Working my way up from the front desk, I developed a deep appreciation for what it takes to deliver excellence consistently,” she explains. “While I didn’t set out with a fixed plan, the luxury sector became a natural fit for my passion for service, innovation, and leadership.”

Now as General Manager of COMO Metropolitan Singapore, she knows exactly what to do in this department, i.e., the management of a luxury brand. You see, COMO Metropolitan Singapore had its soft opening in September of 2023, marketing itself as a 156-room luxury retreat that integrates hospitality, fashion, dining, and wellness.

First off, Garcia says that COMO Metropolitan Singapore is basically a reimagination of the traditional luxury hotel experience: “Our vision blends the elegance of Singapore’s Orchard Road with the ethos of modern wellness, style, and dining. The design of the property is minimalist yet rich in detail, bringing together natural light and contemporary furnishings with the calming interiors COMO is known for. Each space, from the rooftop pool to the guest rooms themselves, has been thoughtfully curated to evoke a sense of tranquility in the midst of a vibrant city.”

But in such a cosmopolitan city-state as Singapore where luxury brands abound in its hospitality industry, what does she think sets the property apart? Garcia answers, “The integration of our fashion-forward collaborations with CLUB21 and our emphasis on wellness [are what sets us apart]. Our COMO Shambhala Urban Escape, for instance, offers a sanctuary for both travelers and locals. It’s more than just a stay – it’s a lifestyle, tailored for the discerning guest who seeks both beauty and balance in every facet of their experience.”

After only a few months of operation, the hotel already made it to No. 3 in the Best New Affordable Luxury Hotels of 2023 in Travel+Leisure’s IT List 2024. Making such a big impact in such a short amount of time surely gives such a heady feeling, but to Garcia, it is rather both a “humbling and exhilarating” feeling.

“[I knew that] opening a property in Singapore, a city renowned for its impeccable hospitality standards, was always going to be a challenge. But we approached it with a deep understanding of our guests’ evolving needs,” she explains. “This accolade reflects the dedication of the entire team, from the front desk to our chefs and wellness experts. It’s a testament to the COMO spirit – understated, thoughtful, and always striving for excellence. To see the market respond so positively in such a short span of time gives us immense pride, but it also drives us to continuously elevate the experience.”

Achieving this milestone very early in a highly competitive Singapore market is quite a feat. However, it is one thing to rise to the top at a fast clip and quite another to remain on that coveted position and keep that competitive edge. There surely is a lot of pressure balancing the expectation for continuous excellence and innovation, so it is intriguing, to say the least, how she is managing it, both for herself and her team.

Indeed, there’s always pressure, Garcia admits, but she believes that “pressure, when managed well, fosters creativity.” She further explains: “Our approach at COMO has never been about chasing trends but about consistently offering genuine, thoughtful experiences. We listen closely to our guests and continually innovate without losing sight of what makes COMO unique. For the team, I focus on creating an environment where each individual feels empowered and part of the brand’s bigger vision. By fostering a culture of respect, open dialogue, and learning, the pressure to perform becomes a shared ambition rather than stress.”

COMO Hotels and Resorts is a family-owned brand from Singapore, which now has a portfolio of 18 luxurious properties across Europe, Southeast Asia, Bhutan, Turks & Caicos, the Maldives, Australia, and Fiji. And yet the Orchard Road property is the first hotel in Singapore, so it is a wonder what took a Singaporean company so long for to launch a hotel in its own home country. Garcia responds to this observation by saying that it was all about timing and intention.

“COMO has always been very deliberate about its expansion. Each property is a reflection of its location and an extension of the COMO lifestyle, which combines luxury with well-being and authenticity. Orchard Road, with its blend of culture, commerce, and fashion, presented the perfect backdrop for our first Singaporean property. It was never about being the first, but about being the right fit for both the brand and the city. The launch of COMO Metropolitan Singapore feels like a homecoming in many ways, bringing the brand’s ethos back to where it all began.”

Working for a luxury brand surely entails extra demands, knowing that she and her team are dealing with a more discerning type of guest, but Garcia chooses to be on the positive side. “Absolutely [there is that factor to consider], but I see it as an opportunity rather than [feeling compelled about it]. Our guests expect the best, but they also seek experiences that feel personal and tailored to them. The key is to maintain our standards while being adaptable to and intuitive about individual guest needs. That’s where the COMO touch comes in – a seamless blend of luxury and attentiveness that’s never overbearing.”

Now how does she ensure that her team’s services to guests with highly discerning taste are constantly aligned with the luxury standards of the brand? “We focus on mentoring, training and instilling our team with the brand’s values, but beyond that, it’s about cultivating a culture of empathy. Each guest is unique, and it’s our responsibility to anticipate their needs and exceed their expectations. Regular feedback sessions, attention to detail, and empowering our staff to make decisions at various touch-points allow us to maintain those high standards.”

This approach to maintaining the luxury reputation of the hotel is certainly fraught with the problem of balancing it with the need for profitability. She says she deals with this dilemma by “finding harmony between guest satisfaction and operational efficiency. The key is to invest in quality – whether it’s in service, amenities, or experience – without being excessive. Luxury isn’t always about opulence; it’s about making guests feel valued. When you focus on creating that kind of loyalty, profitability follows,” she reflects.

On the personal level, another facet of her hospitality career is the challenge of raising a child and maintaining a family back home while managing the many challenges of her high-profile job. What’s her secret? Well, she says it’s all about balance, priorities, and support. “I won’t deny that it’s been challenging at times, but I’ve been fortunate to have an incredible support system both professionally and personally. Knowing when to delegate and making time for family, even when it’s across borders, has been essential. And, of course, I draw strength from my son’s accomplishments. Seeing him thrive in his passionate pursuits make everything worth it.”

As an expat Filipina GM, her cultural values must have influenced her leadership style and decision-making process in more ways than one. Indeed, she reveals that her Filipino upbringing has instilled in her a strong sense of hospitality and warmth. “It’s part of who I am, and it naturally flows into my leadership style. I believe in leading with empathy, understanding, and respect – values deeply rooted in my culture.”

This approach of inculcating a “culture of empathy,” she says, not only fosters a positive working environment, but also creates a sense of belonging and connection for her team.