About this episode
As General Manager of The Resort at Pedregal, Fernando Flores brings more than 18 years of hospitality experience to the award-winning property. In his role, Flores is responsible for continuing the success of the prestigious resort while cultivating both domestic and international relationships with guests, colleagues and owners. From achieving financial results and implementation of capital expense projects and focusing on maintaining an efficient and profitable function of the day-to-day operations on property, to providing exceptional guest service and satisfaction property-wide, Flores has made an impact at the resort for over a decade. Since joining the team in 2008 as Assistant Director of Food & Beverage, his innovative, fresh ideas and determination have enabled him to quickly excel through the ranks, holding various positions at the resort including Director of Food & Beverage, Director of Rooms and Resort Manager. Flores' multifaceted experience and familiarity with The Resort at Pedregal paired with his compassionate leadership skills allow him to further enhance the resort's undisputed benchmark for providing the very finest in luxury hospitality and guest satisfaction. During his tenure, The Resort at Pedregal has been named the No. 1 Resort in Mexico by Travel + Leisure three times since the grand opening, was awarded the coveted Forbes Five-Star achievement for both the hotel and spa, and is consistently in the top 5 Resorts in Mexico (Western) in Condé Nast Traveler. Flores earned a Bachelor of Applied Science degree in Biomedical and Medical Engineering from the Universidad Autonoma de Guadalajara. To say the Resort at Pedregal is phenomenal would be an understatement. The five-star resort is ranked by Forbes, TripAdvisor, and received Travel Leisure's World's Best Awards making it's resume speak for itself. In today's episode, Jason and Fernando discuss how reaching this degree of service and notoriety was possible. Through creating and maintaining a service culture rooted in harvesting meaningful connections and positive impact, The Resort at Pedregal is second to none when it comes to the service industry. With over a decade of experience, Fernando provides insight and takeaways for any business owner in today's show. Enjoy! Minute Breakdown: 0-5 – Getting Started in Customer Service Industry 5-10 – Creating and Maintaining Quality 10-15 – Rebranding: Communicating Mission and Vision 15-20 – Identifying Talent and Onboarding Process 20-25 – Making Your Team Gameday Ready 25-30 –Refining and Practicing Standards: Creating Alignment Check out The Resort at Pedregal here: www.theresortatpedregal.com Find The Resort at Pedregal at @resortatpedregal Find Jason at @jasonkhalipa Keep up with Jason's latest project at: www.ncfitcollective.fit