Meet Ismael Vela, the Maintenance Manager at Villa del Palmar Cancun. Father of four, Ismael is a family man through and through who enjoys to spend all his free time with his family taking advantage of each moment by living life to the fullest.
Originally from Veracruz, he has been living in Cancun for the last 9 years where all areas of his life have flourished. Take some time to find out what he had to share with members in this short interview.
Could you share with members a little about your career so far?
I have been working in hospitality for more than 22 years, always in the maintenance department. I have been part of the maintenance management team in 10 different hotels, including both 5 star and 4 diamond resorts in a variety of locations in Mexico.
When did your passion for the service industry begin?
It all started when I was about 20 years old, when I worked in a hotel for the first time. My career started at the 5 star Emporium Hotel in Veracruz after I had completed by technical diploma in air conditioning and refrigeration systems, during which time I studied a whole range of different types of equipment.
I found it really interesting and decided to continue my studies with a degree in mechanical and electrical engineering while I worked as the maintenance manager in the Hostal del Cortes hotel, again in Veracruz. That was my first taste of leading a team.
What do you love most about your job?
It is such a varied job. There are so many different things that need attention and maintenance and you get to deal with all kinds of people and departments in the hotel. I never stop learning, I am always learning new things and growing with all the new technology and procedures that ensure the hotel is a luxurious and comfortable home away from home for our members.
Could you tell us a little about the Perfect Room project at the resort?
The Perfect Room program is not your usual maintenance program that you might find in other hotels or resort chains, rather it is a work ethic or style of working that we have adopted. It involves both the maintenance and housekeeping teams; we work together to achieve our goal: the perfect room for our members and guests.
We have a team that goes around checking each room regularly to coordinate any repairs or improvements needed, such as making sure that all the furniture is in perfect condition and that the general appearance of the room is up to our high standards, which includes appliances, air conditioning, lighting and so on.
How does it feel to lead the Perfect Room project for the resort?
It is a great responsibility which at the same time brings great satisfaction. It is really rewarding to ensure that members and guests enjoy a high quality product, creating an atmosphere they feel proud to call home. Making our members and guests happy is what motivates me to give my best each day.
How does your team achieve that wow factor we are always seeking?
The wow is in the speed in which we respond to requests and resolve any problems or situations that need our attention. It is something that my team is very conscious of. We aim to be efficient to the point that we are invisible yet our positive effects can be enjoyed throughout the resort from the smallest details to the largest projects.
What inspired you to come to work at Villa del Palmar Cancun?
Besides being part of the team at a hotel chain I have long admired, I was attracted to the high standards of quality that were expected. I am motivated by perfectionism, which inspires me both professionally and personally. It is such a pleasure to be part of a team that ensures such a beautiful property remains so impressive.