During my visit this week, I have waxed poetic about the Ocean Coral and Turquesa. My comfortable and well appointed Junior suite, the lovely grounds, amazing dining options, the many activities as well as its beautiful white sand beaches. These are all true and I urge you my clients and friends to experience these things yourself. However, similar attributes like the above can be found in resorts of this area and others. What sets the Ocean Coral apart is its people. Sebastian of the activities department who worked diligently with me to improve my Spanish is less than a week, Alan Ramierez, executive chef who took time out of his busy day to see if our meal was to our liking, Guillermo and Jorge in Los Girasoles Mexican restaurant whose expertise in making Mayan coffee was only eclipsed by their service, Dolores and Lupita at the Despacio spa who worked together to give me one of my favorite haircuts of all time, Raul at the Marina del Mar restaurant who always seemed genuinely pleased to see me and greeted me with the brightest smile and the many staff members who I crossed paths with during the day who always greeted me with a cheery Hola! They are what make the Ocean Coral and Turquesa special. This post is about one staff member in particular.
“Excuse me my lady” with that Joaquin conceirege of the Ocean Coral and Turquesa resort was off and running, literally. We were chatting in the light and airy hotel lobby where Joaquin noticed a guest had left their sunglasses on one of the couches. He sprinted over, picked up the glasses, returned them to the guest and within seconds was continuing our conversation. When I laughed and noted he was constantly scanning the room, he simply said, ‘it is my hotel’.
Joaquin went on to describe how he came to the property during construction and stayed to work at the hotel. His passion, dedication and enthusiasm did not go unnoticed by hotel management, he was quickly promoted many times to his current position of conceirage. After spending a week as one of ‘Joaquin’s people’ I got to benefit directly from his attention to detail, professionalism and his personal credo, ‘nothing is impossible’.
For Joaquin the benefits gained are a two way street. His passion for ‘his’ hotel is only matched by his passion for his ‘people’. He shared stories of how ‘his’ hotel combined with his ‘can do attitude’ provided an outstanding experience for his guests Joaquin’s obvious pleasure at seeing his guests satisfied with their visit was extremely uplifting. It was like seeing the living embodiment of the phrase ‘job satisfaction’. (I was chagrinned later in the week when I was whining about something I thought I didn’t want to do, and Joaquin reminded me with a grin, “Nothing is impossible”).
So my fellow travelers I take home with me a slight sunburn, some birthday surprises for my hardworking husband who wasn’t able to join me on this is visit, and I hope some of Joaquin’s unfailing commitment to customer service. I am making a March resolution, when I think something can’t be done, in my memory I will hear Joaquin of the Ocean Coral and Turquesa say, “Nothing is impossible”.
Thank you Joaquin, for the assistance with dinner reservations, that ugly hat you made for me and made me wear and for showing me the measure of customer service excellence I will endeavor to strive for myself.
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