A perfect vacation is one where worry and responsibility just melt away. The hectic everyday world evaporates and you’re left with pure, simple relaxation.
In honor of The Great Place to Work® Institute naming Grupo Vidanta number 4 in the top places to work in Mexico, we wanted to showcase the passion, dedication, and care that our employees bring to the job every day. So we sat down with Iran Jaén Serrano, Grand Luxxe Chief Concierge at Vidanta Riviera Maya, to ask her what it’s like to make excellence your job and happiness your mission.
On her path to success. I have been working at Vidanta for 6 years. I started as Concierge at The Grand Mayan and now I’m the Chief Concierge at Grand Luxxe where I oversee a team of 34 concierges plus 2 supervisors. The main goal of a concierge is to make the guest’s stay perfect, to ensure that the guest does not worry about anything, and that their most difficult decision is what massage treatment to enjoy that day! In order to be successful in this position, there are 3 very important rules. 1) A concierge does not compete, they share. 2) The best friend of a concierge is another concierge. 3) The concierge always works in service through friendship.
Guests know Iran by her constant warm, welcoming nature!
On what it takes to be a good concierge. In order to succeed in this position, it takes passion for service and constant training. A concierge should know everything and be a trusted resource for their guests. From how to get reservations at the best restaurants to helping a guest in a medical or family emergency, the concierge must know how to behave in every situation and how to solve any problem. Consistency is another very important factor. It takes effort and dedication to rise to your professional goal.
On what makes Vidanta a Great Place to Work. One of the main reasons I wanted to work at Vidanta was that it’s a 100% Mexican company, which allows me to showcase my pride in my country while sharing it with others. Another thing that separates Vidanta is that it is one of the few companies that gives opportunities to beginners, then gives them the skills to develop them into loyal and dedicated leaders. Vidanta is a very innovative company; there are always new projects and that means tons of opportunities for everybody.
On receiving Les Clef d’Or (an international award recognizing concierges). Vidanta has supported me and other concierges within the organization to pursue the golden keys of Les Clef d’Or and wear this representation of excellence in service with honor. When I received the golden keys insignia, my managers were present and they were the ones that pinned them on me. I was thrilled—so proud and so happy that my dream was coming true. But this was the beginning of a new challenge because the most important thing is not getting the keys, but remaining a constant example for other concierges once you get them.
On who inspires her the most. Undoubtedly my biggest inspirations are my managers, Manager of Operations Elías Hernandez and Resort Director Norma Suarez. They constantly inspire me to give my all at my job. I have learned a lot of things from them and they gave me the opportunity to develop myself and demonstrate all I’m capable of. They have put a lot of time and effort into coaching me and see every day as an opportunity to learn something new.
