Michael Lumbres an unsung hero

MANILA, Philippines — City of Dreams (COD) Emergency Response Team supervisor Michael Lumbres had a banner year in 2017. On the personal front, he got married and is now expecting his first-born child. On the professional side, he was promoted to supervisor of his team; he was nominated for the President’s Award, COD’s annual internal awards for employees; he was also nominated in the year’s Mabuhay Awards, a national recognition. Ultimately, Lumbres ended the year on a high note, winning the BMW Hotelier Awards 2017 in the Unsung Hero Asia category, besting several other nominees from all over the continent.

Lumbres graduated in 2010 with a degree in nursing. Since then he has held various positions: he was a room attendant, he worked in retail and customer service. In 2014, Lumbres began his post with City of Dreams – when the complex was still under construction. The position as a first aid officer was a better fit for Lumbres than any of his previous stints. He would finally be able to make use of his nursing degree.

The Emergency Response Team’s work is unique in that it caters to both guests and employees. Lumbres lists his duties: “Provide good quality of care to patients, conduct safety checks and orient employees on safety and first aid.”

During his shift, Lumbres checks inventory and makes sure the team is ready for any emergency; he does a roving inspection of the sprawling property, making sure that it’s free of safety and fire hazards. He also provides medical assistance any time it’s needed.

Covering three hotels – Nobu, Hyatt and Crown Towers (to be rebranded as NÜWA this month) – gaming floors, retail areas, DreamPlay, the ballroom, the parking lot and even the perimeter of the complex, emergencies are bound to come up.

The most memorable case that Lumbres has handled is when he revived a patient suffering from cardiac arrest. They were able to stabilize the patient before transporting him to the hospital. After that, Lumbres says, he was ready to handle any other emergency that might come along.

Truly, saving lives is all in a day’s work for Lumbres and his team. Realizing the importance of his job, Lumbres says he finds fulfillment after every shift that he never found in his other jobs. “We’re saving not only a patient, but the whole family that will be affected,” he reflects.

Lumbres’ superior, Dennis Manalang, shows obvious pride in his colleague. They had started together during City of Dreams’ pre-opening and Manalang says he has witnessed Lumbres’ growth. “Always early and very professional in dealing with guests,” he describes. He adds, Lumbres even took the initiative to make a computer program to make encoding patient records much more efficient. He notes his colleague’s fast response in giving quality healthcare, doing his own research and showing respect for his superiors. The team undergoes monthly training, Red Cross certification, refresher courses, first aid, fire fighting and CPR training, plus refresher courses. “He is a standout among the medics,” says Manalang.

Manalang was the first in the Emergency Response Team to be named Champion of the Quarter in the hotel’s internal recognitions. After that, Lumbres got the award three consecutive times, qualifying him for the President’s Award. “He has perfect attendance, that’s why he beat me,” Manalang jokes. But, Lumbres is indeed punctual. He comes in ready to work 30 minutes before his shift, Manalang confirms. In fact, Lumbres says he has not been late or absent since he was a student.

While Lumbres didn’t win the President’s Award, the nomination brought the City of Dreams management’s attention to his diligent work ethic. They then decided to nominate Lumbres for an international award, the BMW Hotelier Awards 2017. The Unsung Heroes category is for those who run the hotel from the back of the house. Lumbres tells others like him who work hard behind the scenes to ensure that guests are safe and well taken care of: “Kahit mapansin o hindi, mahalaga ang ginagawa natin (Whether we’re noticed or not, our job is important). We are the backbone of the industry.”

He adds, work does not end when he clocks out of work. “Ang trabaho namin ay hindi nagtatapos sa pag-handle ng pasyente. Kami rin ang nagke-care sa pamilya namin at sa ibang tao (Our job does not end with handling patients. We also care for our family and other people). Caring is not just a job, it’s a way of life.”