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| Personal Butler-Concierge Program Elevates Grand Velas Riviera Maya Resort’s Guest Satisfaction Personal Butler-Concierge Program Elevates Grand Velas Riviera Maya Resort’s Guest Satisfaction Based on the principles of customer experience management (CEM), ultimately “the customer knows best,” the Concierge Training Program began over four years ago prior to the resort’s opening and still continues as part of ongoing professional development. Its curriculum consists of sessions on the historical background on the concierge, Leading Hotels of the World and American Automobile Association (AAA); job description and professional profile required; description of quality standards required by LHW and AAA; and, practical training exercises. The program also teaches working as a team to be brand ambassadors to other departments (e.g. Food & Beverage and Operations) and conflict resolution. “The most important part of training is to teach how to personalize service for each guest, taking into account his/her culture, reason for trip, personality, and needs,” said Fernando Garcia Rossette, Managing Director for the Grand Velas Resorts. “The greatest service we teach our concierges at Grand Velas Riviera Maya is to create the “wow” factor for guests, making excellent service memorable through the element of surprise.” The program is for all lobby concierges (coordinates guests requests for services throughout the resort during their stay), butler concierges (catering to guests’ needs in-suite) and e-concierges (attends to guest needs before they arrive at the hotel). For
more information, call Velas Resorts
at 1-888-323-2776 or visit www.VelasResorts.com.
 About Grand Velas Riviera Maya The AAA Five Diamond Grand Velas Riviera Maya, an all-suites and spa resort located five minutes from Playa del Carmen, is the latest and most sophisticated iteration of the ultra-luxury, all-inclusive resort experience. This Leading Hotels of the World designated resort is the preeminent one of its class boasting 491 suites, each more than 1,000 square-feet, in three separate ambiances-- premium ocean-front Grand Class Suites with terrace plunge pools for families with children 12 and up, family-friendly ocean-view Ambassador Suites and Zen Grand Suites embraced by the flora and fauna of the Yucatan Peninsula’s jungle. The resort presents a gastronomic tour of the Yucatan, Europe and Asia offering seven restaurants with world-class chefs from France, Spain and Mexico; dedicated butler service for each guest, and the region’s largest spa sanctuary at over 89,000 square-feet specializing in signature treatments inspired by ancient cultures from around the world. The spa was named “Best Spa” in the world by Virtuoso and also earned a SpaFinder Readers’ Choice Award. The resort was designed by lauded Mexican architecture firm Elias and Elias and features the sleek and modish interiors that fuse the serenity of the Caribbean with the vibrancy of Yucatan cultures. For more information, visit www.RivieraMaya.GrandVelas.com. Media
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Placement Dates: 08/07/12 – 10/07/12
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