The Hilton Los Cabos was a beautiful property right smack on the pacific ocean beach with amazing blue water and tan sand that was so hot and abrasive that I got free pedicures each day. Every morning I started the day with my "boi" Richard Wright (another #hospitalitier and successful hotel general manager) with an amazing pool/beachside breakfast replenishing ourselves from a night of dancing and trying Mexican cocktails. Shortly after, we would throw our swim trunks and Tiger or Bulldog Swag on and hit the pool, beach, and poolside bar. They were right in college... It's not a sprint... it's a marathon. We enjoyed poolside music, iguanas, Pacifico Lights, great pacific seafood, plenty of water, Popsicles, and so on.
One thing that really captivated me each day was one of the poolside attendants. Carlos was our attendant each day. He provided chairs, pool towels, offered water, and other traditional amenities for poolside service that are often found at the major luxury brands. But remember, this was a traditional branded Hilton. What set this hotel apart was the additional service attention. The diversity of services offered by this pool attendant were services I have not seen at those major luxury brands in South Beach, San Diego, Buckhead, DC or beyond (not to say they are unique to Cabo). Carlos polished my sunglasses each day, provided popsicles each day at 3pm, offered cold towels, quick snacks, concierge services, and Spanish lessons to Richard.
My challenge is to other hoteliers, managers, hospitalitiers, and customer service managers is to break out the normal or traditional services of a position. Find other unique services that fall in line or are typically expected services. Or copy services of brands that are typically higher in product service levels.
Until next time...
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