I like to think I have the best job in the world, since every day I get to work in paradise at the W Punta de Mita, a luxury boutique resort in Punta de Mita, Mexico.
I grew up in Guadalajara, and my first job was as an assistant to the PR manager at the TV channel Canal44. However, my dream was to work in hospitality, so I soon moved onto the front desk agent position at the Staybridge Suites Guadalajara Expo in 2013. I enjoyed the opportunity to connect with people from all around the world and help them have a memorable stay.
I worked at several other properties throughout the years, but lost my job at The Westin Santa Fe in Mexico City in June 2020 because of the pandemic. Luckily, a friend told me about an opening for the ‘W Insider’ position at the W Punta de Mita. I applied and got the job, and moved to Punta de Mita last November.
As the W Insider — our version of a hotel concierge — I try to elevate each guest’s experience in every way possible. My goal is to make the impossible possible for our guests.
We have a saying here called "Whatever/Whenever," meaning there’s no request too big or too small.
The best part about the job for me is seeing the look of joy on a guest’s face when we go above and beyond.
For example, one of our guests wasn’t able to participate in an excursion because he forgot his sneakers at home. I had the hotel purchase a pair for him, and the next day he woke up with brand new sneakers on his doorstep. He was so happy and grateful — it was a great Whatever/Whenever moment.
Another time, a guest requested chocolate bread from the dinner he’d had at our very exclusive Mesa1 restaurant for breakfast. Usually, this bread is only served at Mesa1, but we had the chef fire up the oven for the two hours necessary to make this special bread and delivered it hot and fresh to his room.
When I found out I’d be leading the brand new Instagram Concierge program, I was thrilled.
The resort’s bright, bold and colorful decor makes it popular for anyone looking to get amazing vacation photos, which is why we created this program to help our guests get the perfect shot.
To participate, the guest starts by sending me a link to their Instagram profile. I analyze the vibe of their feed, the filters they use, and the content they post to recommend spots that would fit their aesthetic.
Then, I send over an infographic map curated with the most Instagrammable spots on the property for them.
Once they arrive, I take them on a personalized tour of each location.
A popular photo location is the Huichol Walkway, a massive runway made up of more than 700,000 individual mosaic tiles.
The tiles have designs inspired by the Huichol indigenous people. Guests also love to take a picture at WET TOO; the property’s elevated adults-only infinity pool, which features a transparent glass wall for one-of-a-kind pool shots.
Another stellar spot few know about is the walkway to Mesa1, located on its own private oceanfront island.
I recently worked with a guest who is an Instagram foodie influencer. I set him up with an exclusive behind-the-scenes tour of Venazu, our main restaurant on property. During the experience, our chef plated stunning dishes, and he was able to shoot unique photos for his feed.
No matter how many people take a photo at a certain spot, each image is unique.
Their individual personalities shine through in the images, and it’s definitely a satisfying part of my job to see the final pictures come to life.
This year has been quieter during the pandemic, but things are picking up again quickly, and I’m excited to see what photos our guests create this summer.
Kaila Yu July 17, 2021 at 04:39PM