Your people
Leave a comment

Jose Luis Gustavo – Maintenance Manager at Villa Del Palmar Cancun


Jose Luis, thank you very much for your time today. Could you share a little about yourself?

I am originally from Jalisco, but I attended high school through university in Mexico City. I love the city, but I love where I currently live! I studied mechanical engineering, which I am passionate about without a doubt. I am a graduate of the Polytechnic University of Mexico.

I entered the hotel industry a year before I finished my degree, which opened many doors for me and helped to consolidate the knowledge I obtained in classrooms in order to work in the maintenance area.

The first hotel I worked at gave me the opportunity to come to Cancun, but at that time I didn’t know that I would settle here years later. I have been residing happily in Cancun since 1987.

I met my beloved wife with whom I have a beautiful family consisting of my 2 children, my 15 year old daughter and my 8 year old son, whom I love and enjoy completely.

My career started with a Mexican hotel chain called Hotel Krystal, which is part of Grupo Santa Fe. This is where I got my start. Later I was invited to join the Ritz Carlton team where the experience of participating in the opening of a new hotel property was very important for my working life. The Ritz earned the Diamonds and quality prizes that undoubtedly Villa del Palmar will get very soon! (Let’s see an optimistic smile!!)

Throughout my career I have participated in and been part of corporate openings. I also participated in the area of ​​commercial maintenance, which is very different from hotel maintenance When I had the opportunity to return to the tourism sector I was very happy because this is what I truly enjoy.

My hobby, I can say is my family! (I mention them with great joy and love!)  I like to read (action or comedy genres), and I love playing soccer. As I told you, I am from Jalisco. There everyone plays soccer from childhood through adulthood. My position is forward and goalkeeper. I had the opportunity to be part of the team of Cruz Azul and play professionally, but I remembered my father’s advice that told me to value a lot the projection of both careers, because one could end soon and the other (referring to engineering) would last forever. I chose to continue studying engineering and I have practiced it since I chose it.


How did you start in this branch of the hotel industry?

A year before finishing my degree I was given the opportunity to work in Krystal Zona Rosa in Mexico City in the maintenance area, where I had a boss who gave me the opportunity to have flexible schedules to continue studying and putting into practice what I was learning in  school. I learned a lot from him and I thank him for his support.

I remember that he told me that he wouldn’t be able to give me the Manager position, but he would promote me at the first opportunity. At that moment, the chain bought more hotels and sent me to the maintenance area of ​​one of the new properties. Something I can share with you is that attitude is essential. Accompanied by knowledge, it is the perfect combination! After a short time they invited me to work in Cancun!

Currently I am part of the Maintenance Association, which gave me the opportunity to meet many people and at the same time opened the possibility of several offers, I am one of the initiators of the same, where as mantto colleagues discuss the improvements, developments, etc. and I can also say that I have good friends in it.

What do you like most about your work?

What I like most is the attention to the internal client and guest, helping to satisfy their needs. They motivate me to always keep upholding the standards of our property.

How do you change or improve an ordinary experience in an extraordinary one?

Changing an ordinary experience into an extraordinary one requires doing something different, exceeding expectations. When guests share their thoughts and expectations, that is when we realize that it is worth every effort! Make things happen.

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

In my line of work, we must be informed of everything that happens on the property, because sometimes the guests ask me things like why the algae comes out in the ocean. I like to take the time to share with our guests the concept of why, because the sea produces algae, etc.

I’ve even had guests who ask me how we get the color of our pool water because it has a fluidity and sharpness that few pools have, so we exchanged knowledge and explained the water process (hardness) that must be done, different processes to remove the alkalinity, etc.

The wow moments are created with my colleagues, my work team. I would like to thank them for their work. I get the wow when I have a difficult situation, I go and I participate in the situation and solve it.


What do you enjoy doing during your free time?

I feel very grateful to have my family, so first of all I enjoy immensely being with them. When I’m not with them, I like to read and/or play soccer. I play 3 days a week during soccer season! It helps me exercise, de-stress and it’s my way of pampering myself.

What inspired you to come to work at Villa del Palmar Cancun?

I am motivated to have the challenge to improve everything that comes my way, as we know in the maintenance area is always the order of the day, emergencies etc. The challenge of maintaining the property in optimal condition is an excellent opportunity to stay at the forefront to solve and improve areas. Now, being part of the great team of this family at Villa del Palmar Cancun with this fast growth that is taking place in the near future, I am motivated to be part of a regional position.