Isabel, thank you very much for your time today. I would love to know a little about you.
I am originally from the city of Coatzacoalcos in the state of Veracruz. It is an oil zone, and the economy is based on oil. Most people who live there work in the oil industry.
My whole family moved to Cancun when I was 4 years old, because my father was transferred from his job in Coatzacoalcos to Cancun. When I was 13, we returned to Veracruz with my mother. I went to school in Veracruz, but I always told myself that if I had any chance, I would return to live and make my life in Cancun! I love Cancun; it is my favorite place because it’s clean and quiet. I have 2 children that I love, and they are my drive to be a better person every day.
When I returned to Cancun I started working in the hotel industry right away, in the service area and in the Food and Beverage division. There I learned many things that serve me immensely today!
My life has been full of changes that have brought out a wonderful part of me that is working with people and with children.
Isabel, when did you discover your passion for working with children?
When I came to Cancun, I started working in the Food and Beverage area. Customer service filled me with satisfaction, but I was still looking for something more. There was change of work but still in the same division. So, I spent some time working on my own. I dedicated myself to baking, and I took care of children at home. That’s where I realized that my focus is the care of children, and I decided it would become my job, too.
Later I returned to the hotel industry, and the hotel where I was working at that time had an open job position in the Kids’ Club. I approached the Entertainment Manager to apply for the position, and it was not until the second attempt when the opportunity to be part of the Kids Club team came true! There began a fun and extraordinary adventure! Definitely my passion is to be in contact and taking care of the children.
I am excited to be in charge of a team of girls committed to providing entertainment for our little guests at the hotel (the children). I believe the secret is to continue being a girl! Enjoying every activity is what makes our work unique!
What does it feel like to be the person in charge of the Kids’ Club department in a big hotel like VDPC?
I feel very happy, personally it was an achievement to see my goal achieved! I feel a strong commitment to my work, with the children! I have grown and learned in every way! It fills me with joy to know that I have many people around me willing to help so that things happen! And exceed the expectations of our little ones and their parents. The world of children is incredible! It is a great responsibility, they entrust us with the lives of their children! It is worth mentioning that all my staff are trained to care for children. Certifications are important because it broadens our knowledge and gives us the right tools to provide the best service.
Even though this is your passion it must be exhausting to work with so many children. What do you do to revitalize yourself?
I love being at home, definitely. I really enjoy the time at home with my family, and my own children. There is no better way to recharge my strength! We do activities and crafts together, and at the same time it helps me to practice some activity or technique to be implemented in my work. I love cinema mostly in the cartoon genre, it revitalizes me, fills me with energy, fills me with ideas!
In my interview with a colleague of yours, I explained about the WOW effect. How do you create wows in your department?
With our children we have to have thousands of wow effects! Surprise them and celebrate their birthdays, have a cupcake and sing the morning. Sometimes on their last day we give them a small detail that we know they will like. They do not expect it, but we like to give them surprises! We look for what they like to surprise them. It is a work in conjunction with my staff. We see the children frequently during their stay, so we are able to get to know them and surprise them with a small gift at the end of the week. Our staff also has the “wow” feeling when guests, parents and children come back year after year and come and say hello to us. It reminds us that bonds of friendship were created and have been strengthened over time. We caused a “wow” and we received one too!
What inspired you to come to work at Villa del Palmar Cancun?
I received the invitation from my friend who worked here. When I joined the team, the hotel impacted me in every way, from the facilities to the warmth of attention from my colleagues. I initially interviewed with the General Manager for another position, and I fell in love with the project! They gave me the opportunity to lead the Kids’ Club team, and I said it is my moment and I have the knowledge to share! I want to shape the team and continue collaborating and growing.