Meet 27-year-old Isabel Mendoza, your Front Office Manager at Villa del Palmar Cancun. Originally from Morelia in the Mexican state of Michoacán, she studied Business Administration, specializing in marketing. Read all about how her career began and her views about working with members at Villa del Palmar Cancun.
When did your passion for the service industry begin?
During my work experience while at university, I worked with a tour operator and got the opportunity to travel a lot. I made a lot of friends in the industry and using my specialty in marketing, I began to organize group vacations, first with my friends and then selling to the public, mainly in the Yucatan Peninsula area and Chiapas. During this time, I made loads of contacts and was attracted to hotel management, which inspired me to start my career in hospitality with my first job in customer service answering calls from guests. From there, my desire to learn more led me to join different areas in the hotel such as housekeeping and rooms division, where I met colleagues with a lot of experience who have helped me get where I am today.
What does it feel like to be the Front Desk Manager in a large resort like Villa del Palmar Cancun?
So far, it has been a great challenge that has filled me with joy! Everyday is different, presenting a different challenge that “feeds” me and leaves me full of energy, motivating me to go that extra mile and give my best so that our members and guests are happy and comfortable. I just love being able to create experiences and attend to the needs of our members and guests.
What recommendations do you have for members when they visit Cancun?
I definitely recommend seeing all the white sandy beaches and enjoying the colorful nightlife. Exploring the natural and historical riches that this region has to offer such as the archaeological sites and the cenote waterholes is also a must for everyone.
How do you transform ordinary experiences into extraordinary ones?
The secret is to make them know and feel like we have been waiting for them and find ways to exceed their expectations during their stay. We seek to establish relationships on top of magnificent experiences.
What does a wow moment mean to you?
A wow moment is when we connect with our members and go beyond their expectations with special details and touches that are not usually part of their vacation experiences. At the front desk, we have access to information about the reservation before a member or guest arrives, so we may know if they are arriving to celebrate something special like a birthday or anniversary. My aim is to make sure I share this information with the right teams at the hotel who can create those special touches.