Sam Carrara's Marketing Education

We are on day five of our vacation, it is beautiful and relaxing. The day we arrived, we checked in and met our Guest Services Coordinator. She, Nelly, helped us arrange tours and a vacation membership preview tour (more about that in another post).

There are numerous people needed to make a resort like the Playacar Palace successful. Some mornings we would get up early enough to see a bus come to the hotel loaded with the hotel workers. These people include:

• Check-in staff
• Baggage handlers
• Maids
• Restaurant check-in
• Cooks
• Wait staff
• Bar tenders
• Pool staff
• Maintenance
• And many more…

All of the workers have customer service at the top of their mind, always have smile on their face and genuine interest in you. It is like they went to “Palace Resorts University,” they all are like this. Some asked “where are you from,” “how did you like…” and “how can we help you?”

There is a real difference between real customer service and “faking it.” Go to your local fast food restaurant employing a minimum wage employee, he/she just cares about doing the minimum to get a paycheck. There is a real difference between the Palace experience and minimum wage experience.

The other part is consistency. We have gone to four of the local Palace resorts and they are all the same high quality. Consistency is very important.

The two main lessons here are:

1. Genuine interest
2. Consistency

Above is just a shadow of the Great Customer Service provided by Palace employees.

Genuine Interest and Consistency,
Sam Carrara