Originally from Guadalajara, the capital of the Mexican state of Jalisco on the west side of Mexico, Cristina Silva is your Premium Services Manager at Villa del Palmar Cancun. For someone who also loves to read and enjoy sports of all kinds, Cancun is the ideal place for her to grow professionally and live a balanced lifestyle. See what she had to share with members below from our recent interview.
How did you become part of the hospitality industry?
I studied Tourism Administration in Michoacán, in the state of Morelia, and afterwards I joined Villa del Palmar Cancun as an intern about two years ago. That was a great experience; I worked in a number of different areas such as Human Resources, Quality Control and the Food and Beverage department. It was during that time that I identified my passion, getting directly involved with the guests. I discovered my passion for providing excellent service and developing strategies to improve the experiences of our members and guests.
Did you always know you wanted to work in hotels?
My aunt was the one who really inspired me to work in hotels. Ever since I was little she would talk about her work in the hotel industry. Later when it was time to decide what I wanted to study, I decided on tourism. I had many reasons for choosing this field, including being able to travel and experience different cultures and languages. When I joined the company, I realized that everything I had learned was just the tip of the iceberg when compared to the pleasure you get from the satisfaction you generate in others, being part of creating unforgettable moments. Once I discovered the power this kind of work can have, I was more convinced about what I wanted to do.
How does it feel to be the manager of the Premium Service department in such a big hotel like Villa del Palmar Cancun?
It is an honor to be part of a company that allows continuous growth, and that, above all, provides us with the tools to achieve our goals. Without a doubt, being part of a team where I can contribute and develop my talents is something that I love. Being able to have a positive impact on the experiences of our guests through a fully trained team is very satisfying.
What do you recommend for our members to do when visiting Cancun?
They should fully indulge in all of our facilities at the resort and allow us to pamper them, letting us become part of their experiences. It is our mission to help create unforgettable memories and provide excellent services.
How does your department created those WOW moments?
I believe that the WOW effect is achieved through a genuine and totally personalized service, combined with strategies that allow us to elevate our service and provide the unexpected. For example, in my apartment, we contribute to various activities that allow us to provide those extra touches. That might be helping in the preparation of special events or making sure our response times are impressively low so our guests say “wow, that was quick!” when we react to their requests. However, our main goal is to make members feel at home at all times.
What inspired you to come to work at Villa del Palmar Cancun?
Fate had a large part to play. As part of my studies, I came here for work experience to first develop my theoretical knowledge. Then, once I became part of the company and integrated with their working ethos and methods, I realized that I really liked being part of a “family” that offers great opportunities for both personal and professional growth.
What is most important to you in life?
I have two little sisters, 11 and 7 years old. I think my family is the engine that drives me to keep going from day to day. They support me so much. I like to achieve and fulfil what I set out to do; I seek growth in all meanings of the word, always learning new things that will affect my personal and professional development. Sushi is my favorite food; I like to read novels. I also love discovering and studying different cultures and languages as this allows me to expand my knowledge and better understand our visitors who arrive from all over the world.