This month it is time to meet Miriam Pastrana, the Housekeeping Manager at Villa del Palmar Cancun and a loyal, dedicated and hardworking member of staff. Find out what she had to share about her career and how she came to be working at your home away from home.
Will you please tell us a bit about yourself?
I am originally from Puebla but have been living in gorgeous Cancun for 18 years now. I adore my family and am the blessed mother of twin children. I have always had a love of learning, and I began studying languages (focusing on Italian and French) but eventually switched my major to tourism when I discovered my true calling. Although I have a degree in tourism, I have also studied human resource management which helps me better lead my team and provide support for them. I have also taught classes at Bachelor level at the Universidad del Valle de México for the International Tourism program there.
How did you first discover your passion for the hospitality industry?
From the moment I joined the tourism program at university, I knew that it was the right field for me. While my studies helped prepare me in some aspects, the most meaningful preparation for me was experiencing the work in hospitality firsthand. It sometimes feels surreal to say that I now have 20 years of experience in the housekeeping division; I love what I do and time flies! One of the benefits of all this experience is that I have worked in each position in the department, which has been incredibly valuable for me. This foundation gives me a greater understanding of both the operative and administrative sides of the business.
What do you enjoy about leading one of the largest departments at the resort?
In my opinion, our division really is the backbone of the hotel: the services we provide set the stage for incredible experiences for each of our guests during their vacations. As a team, we are constantly striving to create impeccable spaces where guests can relax, feel at home and appreciate the luxurious touches throughout the resort. Knowing that our guests are having an amazing time during their stay because of the consistent attention to detail we provide is immensely rewarding. It is honestly what motivates me each and every day.
How do you create wow moments for guests?
One of the things my team enjoys the most is creating surprises for guests every chance we get. Yes, a clean and functional room is important, but when we can take a stay to another level of special means so much to all of us. If we know that a guest is celebrating something special, we will take every opportunity we can to spoil and surprise them based on what that occasion might be. We are genuinely excited to help make the stay of each guest unforgettable, and I believe they can definitely sense our enthusiasm. Furthermore, being able to anticipate their needs and figure out their particular preferences helps to create extraordinary vacations.
What do you like to do in your free time?
My top priority is spending time with my family, especially with my children. Aside from that, I really enjoy doing cross stitch embroidery which, for me, is a great way to unwind. I also love listening to music, especially music from the 80s and 90s in English and Spanish.