Ritzy Water

This is really the color of the water at the Ritz-Carlton Cancun.

My event just ended at the Fairmont Mayakoba. On the walk back to my room, after a beautiful cloudless evening, I kept running over the service details that take a hotel from good to great.

Neither the Ritz Cancun, or the Fairmont Mayakoba are what I would consider perfect properties.

The Ritz is old school.  The front desk staff seriously need to lose their nylons and suits. One day, I hope that hotel discovers its beach vibe, and improves its food scene.

The Fairmont is modern and swanky and the food is sufficiently delicious. However, the service needs improvement. Its not that the service is bad, its just that it doesn't quite make it. All the elements are there. They've got the same staff positions as the Ritz-Carlton, but they just don't quite know how to work together.

For example, tonight, when I arrived at the dinner venue, there wasn't a banquet captain or convention services manager in sight. Its important to have these key players identified from the beginning in order to reserve tables, change billing, adjust music volume, and to authorize any of the changes and requests that happen the last 30 minutes prior to a dinner.

In a further example, the Fairmont didn't allow us to set up for our 9 a.m. general session meeting until just hours before. We had a full day of arrivals on Tuesday, 7 June, with a $20,000 dinner, which in my mind justifies blocking the ballroom for me. 

Our lack of prep time, caused by the hotel's crammed meeting room schedule, made me look unprepared, and gave the impression to the owners of my company, and to our guests, that we were flying by the seat of our linen britches. Legally, its my fault for not stipulating this in the contract. But ideally I want to work with companies that look after my meeting's interests.

Sometimes staff at the Ritz come across as a little robotic. I think this impression comes in part from the long check-off lists of standards and procedures employees must religiously follow.  But I'll take robot any day, especially if it means that at a Ritz, I'll never had to dart around hallways looking, searching, or praying for someone who might be able to help me when in a bind.

I suspect what I experienced at the Mayakoba property reflects Fairmont corporate culture in general. Their employees, may not be properly trained or recognized, resulting in exhaustion and apathy.

Perhaps they're all just overworked, and need a day at the beach. I know I'm about ready for one.
  

Comment Boxes: Does anybody actually read those things?

On the way to Cancun the Delta gate agent upgraded both my parents and me to first class. I thought that was pretty awesome, so I promptly wrote Delta praising the attentiveness of Arlene at Salt Lake International. I did not expect to hear back from Delta, but about a week letter I got a nice reply in return.

I stayed at the Ritz-Carlton Cancun last Saturday night. Shortly after check-in I ran to the beach to soak up some rays, and ordered a burger, thinking that it would be Gourmet fare. The bun, lettuce, tomato, and cheese were fantastic, but the meat was abysmal. I've had better frozen burgers from Sam's Club.  I received a survey from Ritz yesterday, and with the burger in mind, I filled it out. I can't imagine I'll hear back from them.

I've copied the Delta email I got back below. Surprise! Sometimes people actually read these things.

Thanks Thomas for making my travel day.

- - -

Dear Mr. Bartholomew,

Thank you for sharing your kind words regarding the service provided
while traveling with us on May 27.  On behalf of everyone at Delta Air
Lines, I sincerely appreciate you taking the time to write.

It is so nice to read your thoughtful remarks regarding the service
received from one of our gate agents  in Salt Lake City, Arlene. 
 I can only imagine how gratifying it must have been when she
upgraded your parents and expedited boarding for your siblings on our
flight to Cancun.  We believe our employees are our most important
assets, and I am pleased to learn that our team member exceeded your
expectations with her attention to detail.

It is very commendable that you wrote to applaud the excellent service
of this employee.  Be assured, I will be sharing your positive comments
with our Airport Customer Service leadership team in Salt Lake City so
Arlene receives appropriate recognition, on your behalf.

Mr. Bartholomew, we value your business and support as an esteemed
Diamond Medallion member.  Please know we will make every effort to
continue to serve you well.  Once again, thank you for your considerate
email.
     
Sincerely,

Thomas 
Coordinator, Customer Care
Delta Air Lines

Anachromism on the Caribbean: Ritz-Carlton Cancun

The Ritz-Carlton Cancun exists as an icon of brand culture, but of Ritz-Carlton culture of the 1990s. Walking into the lobby and observing the decor, staff uniforms, and language, is a bit like walking into a colonial reenactment plantation in Georgia. The whole thing feels like a stage set somehow, conveying a sense of luxury, but how it used to be.

"They still have to wear pantyhose to work!" Connie half whispered on our tour with Sales Director, Mariana.

In the public areas of the hotel, we passed 18th Century Spanish portraits, copies of Watteau, sparkling chandeliers, sunbursts and marble halls.

At lunch, discussing programs I might consider bringing to the Ritz, I couldn't help but notice how the weight of tradition seemed to weigh down on Mariana, Catholicly.

I wonder what conversations might go on in the sales office about the gleaming white, beach chic properties down the street, steps away from mega clubs where youth and the young at heart evangelically dance and celebrate life. "How, will we stay relevant to the young generation?" a director might ask.

Later, during our tour of the spa: "Mr. Bartholomew, I have taken the liberty to book you an appointment tomorrow morning at 8:00 a.m." Mariana did not mess around. Like all the staff here, she anticipated my slightest whim and proactively ensured its fulfillment. 

With the breeze and sunshine streaming in from my ocean-front balcony starting at 5:30 a.m. I had no trouble getting up in time for my appointment.

While it may feel a bit old-fashioned, the service level and dedication of the Ritz Cancun staff continue to inspire. And for this reason alone, this white-gloved anachronism on the Caribbean is worth a stay.