In the year that you have served as GM here, what new ideas have you introduced to the hotel and what have been your priorities in this period?
I believe innovation is something you cultivate within your team, and my job is to motivate them to come up with new ways to impress our guests, and continue to improve our level of service each day. From day one, it has been about supporting the staff in order to create a personalized experience for our guests, which in turn creates more demand for our hotel and allows us to take our rates to new levels not previously seen in Mexico City. As far as what's new is concerned, the enhancements we are making to the hotel vary: we are opening a new restaurant and renovating another, we have the arrival of a new pastry shop specialized in Mexican deserts, and we are unveiling a new men's salon called Gentlemen's Tonic in October 2015. These new developments will allow us to present our loyal guests with something new and exciting, while attracting a new generation of future Four Seasons patrons.
How important are international events and conferences for your business?
International Events are extremely important for our city. They change the dynamics of demand and continue to promote Mexico City as a cultural destination. Formula One is returning to Mexico City this year, and has been a blessing for the country and for our hospitality industry. In October, we will once again take to the global stage due to the popularity of this global sport.
What would you say is the significance of the Four Seasons Mexico City within the company's Latin American portfolio?
The Four Seasons in Mexico City was the first to open in Latin America and remains the headquarters of the business in the region. Since its opening in 1994, we have opened three additional Four Seasons: Punta Mita, Costa Rica and Buenos Aires. In short, the success in Mexico City has spurred robust development throughout Latin America today.
Mexico is a country known for excellent customer service. In your view, what factors enable this, and what does Four Seasons Mexico City add to the field?
The Mexican people take pride in their jobs, and the genuine manner in which they approach service cannot be duplicated. Four Seasons is known for its service training and delivery around the world, but the Mexican people take it to a new level. The staff at the Four Seasons Mexico City continues to prove this theory correct, as does the team at the Four Seasons Punta Mita. They create a bond with their guests that fosters long-term loyalty. They do not strive only to provide excellent service, they ensure everything possible is done to make the customer's experience memorable.
