SM Hotels and Conventions Corp. (SMHCC) is driving major portfolio expansions through partnerships with global brands like Radisson Hotel Group. In this interview, Executive Vice President Peggy E. Angeles shares the organization’s growth across key Philippine destinations, including dual-branded hotels at SM Mall of Asia and emerging cities such as Santa Rosa, while championing corporate sustainability and recycling initiatives across its properties.
Future-Ready Developments, Responsible & Purposeful Growth
SMHCC has grown a diverse portfolio that caters to both leisure and business travelers while maintaining high standards of service and operational excellence by leveraging the solid foundation of the SM Group (particularly SM Prime Holdings, Inc.), strengthened by strategic partnerships with globally recognized brands.
It has distinguished itself by creating integrated destinations where hotels, convention centers, retail, dining, and entertainment come together to deliver greater convenience and value for its guests. SMHCC’s continued investments in future-ready developments reflect its confidence in the long-term potential of Philippine tourism and its commitment to helping shape its growth.
Peggy explains that the group has embedded innovation, sustainability, and community development into the way it does business, ensuring that growth remains both responsible and purposeful.
Every Destination Has Its Own Story
Exceptional hospitality begins with understanding that every destination has its own story and every guest has their unique expectations. While SMHCC’s properties operate under globally recognized standards, they encourage each hotel to celebrate its local culture, heritage, and identity, creating authentic experiences that resonate with travelers.
SMHCC continues to invest in technology and smart infrastructure that make every stage of the guest journey more seamless, convenient, and personalized. Its integrated developments further enhance the overall experience by allowing guests to stay, meet, dine, shop, and unwind within one connected destination. People remain at the heart of every guest experience, delivering the genuine warmth and service excellence that define Filipino hospitality.
Sustainability Embedded in Design and Operations
At SMHCC, sustainability is not a standalone program, but is embedded in its designs to manage and grow its business. Initiatives such as Plate for the Planet, Tela Tales, the Biodiesel Project, and food waste management programs apply circular economy principles that reduce waste, create livelihood opportunities, and strengthen local communities.
Sustainability is also integrated into hotel developments and daily operations through energy conservation measures, including occupancy and temperature sensors in guest rooms, hallways, and public areas, optimizing energy use while enhancing guest comfort.
Beyond environmental stewardship, SMHCC promotes cultural sustainability through programs like Beyond the Plate and Kusina de longgo, preserving regional heritage while supporting tourism and creative industries. Across its properties, dedicated Sustainability Champions help embed these practices into everyday operations as they advance its Road to Net Zero by 2040.
This commitment has earned international recognition, including the 2025 World Sustainable Travel & Hospitality Award for the World’s Leading Sustainable Circular Economy, demonstrating that responsible business practices can go hand in hand with exceptional guest experiences.
Innovation Driving Future-Ready Hospitality Infrastructure
Innovation has become one of the key drivers of SMHCC’s long-term growth, influencing how they design destinations, improve operations, and elevate guest experiences. Beyond digital transformation, it is reimagining hospitality infrastructure through developments such as SMXCITE (the Philippines’ largest exhibition venue) and SM Convention Center Seaside Cebu (the country’s biggest convention center), which will significantly enhance the Philippines’ capacity to host world-class meetings, exhibitions, and conventions.
At the property level, innovation also means adopting smarter technologies, energy-efficient systems, and sustainable design principles that improve operational performance while reducing environmental impact. Initiatives such as Park Inn by Radisson Clark’s award-winning energy efficiency program demonstrate how innovation can simultaneously benefit guests, the environment, and the business. SMHCC continues to invest in flexible, resilient, future-ready developments designed to meet the evolving needs of travelers and event organizers.
Vision Brought to Life Through People and Values
SMHCC’s vision of building and operating hotels and convention centers that take pride in Filipino warmth and hospitality, together with its mission to be the country’s leading hotel and convention company, serves as the foundation for every decision it makes, from strategy and development to the way it serves guests each day.
The organization translates these aspirations into a culture anchored on commitment, respect, integrity, sincerity, professionalism, and prudence – values that guide how its teams interact with guests, partners, and one another. These principles are reinforced through clear service standards that encourage SMHCC employees to take ownership, anticipate guest needs, uphold safety and quality, and practice responsible stewardship of resources in their daily work.
As SMHCC’s portfolio continues to expand across the Philippines, this shared culture enables every property to deliver a consistent brand of hospitality while celebrating the unique character of its destination. Its vision is not realized through buildings alone, but through the everyday actions of its people, who bring Filipino hospitality to life with every guest interaction.
Empowered Teams Through Learning, Recognition, & Purpose
People have always been at the center of SMHCC’s success. This is why it continues to invest heavily in learning and leadership development programs such as R.I.S.E. (Results-oriented. Intense. Sensible. Exceptional.) and L.E.A.D. (Learn. Empower. Achieve. Delight.) Beyond, S.P.E.A.K. (Strengthening Professional English and Communication Knowledge) Up!, SMASH, We Go Beyond Service Culture Training, and various leadership initiatives that equip its teams with the skills needed to deliver exceptional hospitality while preparing them for future leadership roles.
Beyond professional development, SMHCC’s Employee Engagement and Recognition programs (The President’s Go Beyond Awards, We Go Beyond Pocket Sessions, Stretch o’clock, and the like) have become powerful platforms for employee participation that strengthen its culture of collaboration, innovation, and purpose while reinforcing its commitment to responsible hospitality. Peggy trusts that when employees feel empowered and inspired, they naturally create more meaningful experiences for their guests.
Holistic Hospitality Ecosystems That Enrich Travel Experiences
SMHCC’s biggest differentiator is its ability to create holistic hospitality ecosystems rather than standalone hotels or event venues. This integrated approach becomes evident through projects such as SM Convention Center Seaside Cebu, located within Cebu’s fast-rising South Road Properties (SP).
The venue offers seamless connectivity to SM Seaside City Cebu via a link bridge, with direct access to SM Hotels’ upcoming hotel properties – a dual-branded development that showcases both the Radisson and Park Inn by Radisson brands. It also stands adjacent to SM Arena Seaside Cebu.
This enables event organizers to create a fully cohesive event ecosystem in a single destination, where delegates can conveniently access convention facilities, large-scale entertainment venues, as well as a wide range of dining, retail, and leisure experiences within a compact and well-connected district.
At the same time, SMHCC remains committed to preserving the warmth of Filipino hospitality while adopting global standards of service, innovation, and sustainability. Its focus is not simply on expanding its footprint, but on building destinations that enrich the travel experience and contribute to national development. The combination of scale, integration, and purpose-driven growth is what truly sets it apart.
Building Agility & Resilience Through Disruption
Like the rest of the hospitality industry, SMHCC faced significant disruptions from the pandemic, shifting travel patterns, and changing guest expectations. It responded by introducing initiatives such as its In Residence long-stay accommodation concept, repurposing convention spaces, expanding digital guest services, and implementing its SustainablySafe program, which established health, safety, and hygiene standards across its hotels and convention centers.
These measures allowed SMHCC to continue serving guests, protect its employees, and support the recovery of travel demand. The experience underscored the importance of agility, resilience, and innovation – lessons that continue to shape its operations and growth strategy.
Despite these challenges, SMHCC continued investing in new hotels, convention centers, and integrated destinations to support the long-term development of Philippine tourism. As Peggy notes, the period reinforced that resilience depends not only on infrastructure and systems, but also on people working together to adapt and move forward.
Strategic Investments That Advance Philippine Tourism & MICE
SMHCC sees itself not only as a hospitality company but also as a long-term partner in advancing Philippine tourism and the MICE industry. Through strategic investments such as SMXCITE, SMX Convention Center Seaside Cebu, and its expanding network of SM Trade Halls and hotels across key regional growth centers, it is creating infrastructure that enables the country to host larger international exhibitions, conventions, and business events while bringing more opportunities beyond Metro Manila.
These developments help generate employment, stimulate local economies, and encourage visitors to explore emerging destinations across the Philippines. SMHCC also works closely with government agencies, tourism stakeholders, and local communities to strengthen destination development and promote the country’s rich culture, heritage, and culinary identity.
By building integrated destinations where hospitality, business, entertainment, and lifestyle converge, SMHCC aims to create lasting value that extends well beyond the duration of any single event. As Peggy says, its success is measured not only by the number of guests it welcomes, but also by the positive impact created for the country’s tourism industry and the communities it serves.
Milestones in Excellence, Sustainability, & Industry Leadership
SMHCC’s journey has been defined by milestones that reflect not only its growth but also its commitment to excellence, innovation, and responsible hospitality. It was awarded one of the Philippines’ “Best Places to Work” by the Business World publication. Peggy shares that this award was a meaningful affirmation of the belief that people are their greatest asset, and reflects the culture they have built together – one founded on trust, collaboration, growth, and a shared commitment to excellence.
At the property level, Conrad Manila and Lanson Place Mall of Asia have both been recognized at the 2025 World Travel Awards for their exceptional hospitality, while Lanson Place Mall of Asia was also honored at the 2026 Build4Asia Awards for its excellence in design and sustainable development. Equally meaningful is Taal Vista Hotel’s designation as the first UN Global Peace Center in the Philippines, underscoring SMHCC’s belief that hospitality can serve as a platform for dialogue, cultural understanding, and community building.
SMHCC’s sustainability journey has likewise reached new heights through the international recognition of the “Plate for the Planet” Program at the 2025 World Sustainable Travel & Hospitality Awards, affirming its leadership in circular economy practices. At the same time, developments such as SMXCITE, SMX Convention Center Seaside Cebu, and SMHCC’s nationwide expansion of hotels and SMX Trade Halls reflect its confidence in the long-term growth of Philippine tourism and the MICE industry.
Creating Seamless, Authentic, Sustainable Guest Journeys
Peggy observes that today’s travelers seek more than comfortable accommodations. Rather, they value convenience, authenticity, sustainability, and experiences personalized to address their needs. To meet these evolving expectations, SMHCC continues to invest in digital technologies, smart infrastructure, and integrated developments that create seamless journeys across hospitality, business, retail, and leisure.
SMHCC is also designing its future properties with greater flexibility so it can respond to changing travel patterns while incorporating environmentally responsible features from the outset. At the same time, it recognizes that travelers increasingly want meaningful connections with the destinations they visit and continues to highlight local culture, gastronomy, and community partnerships across its portfolio.
As SMHCC’s footprint expands, its goal is not simply to add more hotels or venues, but to create destinations that remain relevant, resilient, and memorable for generations of travelers.
Lead with Empathy, Purpose, & a Service Mindset
Peggy reminds us that hospitality is ultimately about people, and her advice to aspiring hospitality leaders is to always lead with empathy, humility, and a genuine desire to serve others. While technology and innovation continue to transform the industry, the ability to build trust, inspire teams, and create memorable experiences will always remain at the heart of great leadership.
Be willing to embrace change, because the hospitality landscape is constantly evolving and the most successful leaders are those who continue learning and adapting. At the same time, never lose sight of your purpose or the positive impact your work can have on employees, guests, and communities.
Success is not measured solely by financial performance, but by the relationships you build and the opportunities you create for others. If you remain grounded in service, integrity, and continuous improvement, meaningful business success will naturally follow.
Conclusion
SMHCC’s legacy is one that extends far beyond the hotels and convention centers it has built. The company will be remembered for shaping destinations that drive tourism, economic growth, and inclusive development – while proving that business success can coexist with environmental stewardship and meaningful social impact.
Through its commitment to innovation, sustainability, and Filipino hospitality, SMHCC aims to inspire future generations of hospitality professionals to lead with purpose and responsibility. As Peggy concludes, the company’s greatest legacy will not be measured by the properties it leaves behind, but by the positive impact it creates for every guest, every community, and every generation to come.
