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David Gonzalez – Guest Services Manager

David, thank you very much for your time today. Could you share us a little about yourself? (Where are you from? How many years in Cancun? Family, etc.)

 

Of course. I am very fortunate to have a family that I love. I have 3 siblings (2 sisters, my brother and me). I am originally from Peto, Yucatán and I came to Cancun 9 years ago, to study at University for my career. I studied sustainable tourism and hotel management. It is a field that includes hotel management, planning and development, alternative tourism, mass tourism, sustainability, and ecological impact.

 

I also studied archeology, and I am passionate about everything that has to do with matter: discoveries, history, culture. But by chance I ended up dedicating myself to the hotel industry, and what I discovered there also fascinates me.

 

I like to read all kinds of books. I enjoy reading novels, and also motivational books that I use and put into practice at work with my team.

 

What activities do you recommend to visitors when they visit Cancun?

 

I recommend you to enjoy your stay, to relax. If you need something I am here to help you! I love meeting the guests, the family, helping them check in, and start their vacation. I like to recommend things that can be done on hotel property.

 

Or, if you want to go to Cozumel, you just need to take the ferry across and you’re there. It’s a beautiful Caribbean island! If you are looking for more activity, the Hotel Zone is where you can find many places, restaurants and nightclubs for any taste.

What do you like most about your work?

 

Definitely meeting new people. I learn a lot that way. There is always something new, something exciting and something challenging! It makes me learn how to think differently, change my expectations. Sometimes something “clicks,” and this is when all the effort is suddenly worth it! On occasion, a guest becomes a dear friend.

 

How do you transform ordinary guest experience in an extraordinary one?

 

I’m always looking for the best options we can offer, and ways exceed the expectations of our guests! I try to go above and beyond the guests’ requests, to add value to their experiences, and surprise them!

 

In my interview with a colleague of yours, I explain the WOW effect. How do you create wows in guests and colleagues?

 

There are always opportunities, every moment is an opportunity to surprise our guest. We must always take into account every detail, the details for the future when they are celebrating something specific, being able to surprise them or prepare them an amazing amenity! In short, it is a team effort to welcome the guest from the moment of his arrival!

 

What do you enjoy doing during your free time?

 

I like to spend time with my family. We like to go to the movies, eat meals together, spend time together. Sometimes our daily schedules do not allow us to spend enough time together, so we take advantage of the time we do have together, and enjoy it to the fullest!

I also enjoy spending time with friends. Time flies when you’re having fun! I think that happens when you enjoy the moment and the company. We talk about our challenges, work, etc. We have fun and laugh together, that relaxes me.

 

How do you like working at Villa del Palmar Cancun?

 

I arrived at the hotel almost 4 years ago. The company made a big impact on me. I was impressed by the structure of the company and the quality of the service, and I realized that I could be part of a good team here! I feel very lucky because this is the moment when I began my working life and I have learned a lot and I continue to do so. It is a place that offers many growth opportunities. For example in my own case, I was previously the Reception Supervisor and I got promoted to Guest Services Manager.  I am excited about everything that is to come and I am even more excited by the growth of TAFER Group.

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