At Casa Dorada Los Cabos the emotions are central

Luis Calderón Gaxiola, Director de Recursos Humanos

We can say that this sentence is quite popular in our business, the service industry; however, I would like to share with you my personal experience on this topic.

I started to apply the service philosophy as a life style a while ago; a lifestyle where sentences such as “we need to exceed our client’s expectations” become reality. I had the opportunity to work for several service specialized companies and I experienced several philosophies. During all these years I always felt that something was missing on the process.

There was a gap on the basics, not on the standards, not in the process and not on the quality control. I learned the many different ways and systems to control quality and service efficiency. After a while, I felt that those procedures were too mechanized or complicated; the “simple” was missing and the “wow effect” was absent

I tried to learn more about this topic to fulfill my personal needs for answers and new options. I have to admit that I never thought the answer to my questions would be the understanding of one of human’s foundations: emotions. Mankind is per nature a sensitive living being.

When I first read the sentence “80% of our decisions are taken based on emotions and just 20% based on intellect” I couldn’t believe it. That helped me to open my mind to a new marvelous dimension; I understood that our memories, experiences and wishes, are the result of an emotional impact generated by someone or something. We all look to create emotional links with something or someone: friends, music, a specific aroma or fragrance, a unique product or just an outstanding service experience.

Six months ago I joined a new endeavor. Since day 1 I have felt that I am really bringing a piece of my life to the project. I have received the opportunity to share and develop my ideals and experiences. Our team is starting this project from zero, creating the foundations for a solid and successful business. We live with full intensity, giving the best of our soul and sharing all our profession and emotional experiences. I am sure these opportunities just come once in your lifetime and it is priceless.

I am an example that at Casa Dorada the emotions are central; each one of us that have to operate this wonderful resort, every corner of the building, every single room, all our back of the house, etc. is emotionally linked to every one of us; if you ask me if this will be noticed by our guests, associates and customers I would answer: “I guarantee it”.