I’ve been in the hospitality industry for 30 years. During that time, I’ve had the opportunity to examine every level and facet of the industry from the sales department to the front desk all the way down to the dishwasher. And on numerous occasions experienced other venues in q guest capacity, as well as a secret shopper, but never once during that time, did I have the misfortune of enduring the level of rude callous debasement than while attending a sales presentation at the Grand Mayan Resort located in the corridor of San Jose Cabo. I shudder to think how their guests are treated. You can judge the quality and integrity of an establishment by their sales and management practices. It’s a trickle-down effect (sh#t rolls downhill). Management sets the tone that is mirrored in the employee’s attitude, thus setting the milieu of the guest experience. An experience is the perception of one’s environment and the effect it has on a venue’s reputation and viability. From the moment you step out of the shuttle … how you’re greeted at the front door … and beyond, till you leave. It’s what is known as “curb to curb service”; a concept lost in translation at the Grand Mayan Resort. I won’t bore the reader with ramblings of how I ended up attending a timeshare presentation or the blow-by-blow description of my treatment while I was there. The point is moot. We’ve all heard the horror stories about being held hostage in a boiler-room environment during a sales pitch. In all fairness, the industry as a whole has attempted to evolve and adjust over the years to shake the bad rep, with the exception of the Grand Mayan Resort. In stark contrast though, I had the pleasure of attending a presentation hosted by Pueblo Bonita featuring their 5 star luxury estates: Montecristo. The venue is located in a mountainous enclave of Cabo San Lucas overlooking the Pacific Ocean at the southern tip of Baja. The experience typified the above mentioned phrase: “curb to curb service”. I knew the second I stepped from the shuttle this was going to be a pleasant and enjoyable experience whether I purchased anything or not. I was immediately greeted by half a dozen smiling and eager attendants; reflecting the employee contentment, and commitment to guest satisfaction. I was then introduced to a salesperson, and then lead into one of their dining rooms for the requisite buffet breakfast before leaving on a tour of the property. After the tour, and sales pitch, I was handed over to the property sales manager who gently guided me through their product portfolio, while he listened attentively to my needs. Then presented a personalized package tailored to fit. At no time did I feel pressured or badgered. Although, initially I had no intentions of purchasing a timeshare or vacation package, by the end of the presentation, I had signed up for their membership; which proves that the price tag does not always dictate the purchase. You get what you pay for…and I’ll pay extra for integrity and a quality product It’s unfortunate however, that judging by the comments left on this travel site, and others, that the Grand Mayan Resort and its corporate entity Vida (meaning life) as yet to learn these lessons…mores the pity. The only thing the Grand Mayan brings to life, is the term “caveat emptor; buyer beware. Perhaps in time, history is destined to repeat itself, and the Grand Mayan Resort will collapse like their predecessors: the Mayan civilization. In the meantime, it would behoove the Grand Mayan to heed the court of public opinion. In the arsenal of social media, it contains a powerful weapon within its grasp, la pluma: “The pen is mightier than the sword”- Edward Bulwer-Lytton, 1839.
