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I insist on training

In recent days I participated in the International Pow Wow, perhaps the largest tourism convention in the United States. There I had the opportunity to interview two hotel officials of great caliber, Eric Danzinger, CEO of the Wyndham chain, and Milena Sena, sales manager of the Conrad Miami Hotel for Latin America. The officials emphatically asserted that times of crisis are also times of opportunities, and that the key to growth seems to be in consolidating the offer of added values for customer loyalty.

However, I would like to ask myself what can be done to captivate that customer who is approaching a counter for the first time and who did not have any reference to the hotel? I believe that the treatment and the way the staff of the establishment conducts it is fundamental for the guest to achieve the objective that is set when booking a hotel: to be equal to or more comfortable than at home -remember that one does not sell products or services, but sensations and satisfaction to the needs-.

At the time I write this editorial I am on a work trip and the motivation came from the experience in the place where I am staying. It turns out that there has been an unparalleled incompetence to resolve the inconveniences that have arisen. Moreover, it is supposed to be a city, which although it is not Spanish-speaking, nor even English-speaking, receives a large number of tourists from all over the world. But among all the staff I did not find a single person who spoke English to an acceptable degree and who would allow him to give me a little peace of mind, after more than 15 hours of travel.

What can the management of an institution think when it is not foreseeing these situations and does not invest in the training of its human resources? Are you fully entering the era of globalization? Very probably this hotel was not very interested in what I raise in this letter, but I believe that in Latin America we should not give ourselves these luxuries and we should learn from the mistakes of others so as not to commit them in a foolish way.

Everything seems to indicate that tourism in the region is in a stage of frank growth, so my suggestion is that opportunities are not missed more for details such as not having at least bilingual staff. In lean times, those who risk a little more drink the milk that remains.

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