I was reading all the reviews on Capella Pedregal and was inspired by how the guests remember the staff and the legacy that is left with each guest. I decided to spend a day shadowing Diana Elvira, one of the Personal Assistants at Capella Pedregal, to see how the team helps guests create such unforgettable experiences.
The Capella Personal Assistant program is a unique and special part of the Capella Hotels and Resorts experience. Unlike a typical concierge, the Personal Assistants pride themselves on working with the guests in creating a truly individualized experience. The Personal Assistants contact guests well in advance of their arrival to determine all needs and special requests, from there they can tailor recommend and arrange activities and experiences that uniquely fulfill the guest’s interests. The Personal Assistant is there from the moment the guest arrives and assists them throughout the stay, looking for opportunities to help create an unforgettable experience.
Our day started with a team meeting where the Personal Assistants reviewed the arrivals for the day to make sure they were all aware of the guest celebrations and/or special requests (these included everything from allergies to extra pillows!). Shortly after the meeting Diana was busy greeting her first arrival of the day, one of six that she would have that day. I watched as she greeted each guest as the bellman handed them a fresh margarita (or hibiscus water). It was like greeting a friend,”hello, I am Diana your personal assistant; it is so great to finally meet you in person. Welcome to paradise, let me show you around!“
Diana met with her in-house guests and reviewed their reservations, appointments and made note of any additional requests. During our conversation with one of the guests, she mentioned that she loves chilies and salsas, so Diana suggested having a cooking class with the Chef to learn more about different chilies and how to make traditional Mexican salsas at home. The guest loved the idea!
Diana shared one of her favorite guest stories about a wedding proposal that took place at Capella Pedregal. The guest wanted to surprise his girlfriend, so Diana hid some metallic gifts on the beach with different surprises and romantic notes. The guest took his girlfriend on a “Treasure Hunt” with a metal detector. She was having the time of her life as she got closer to the final treasure note. The last one said “will you marry me?” and it brought tears to her eyes. Diana had arranged for a photographer to capture every moment while being hidden. When she said “YES!” the photographer brought a bottle of champagne and met them on the beach. I found the story so fantastic! I am sure the couple will remember that special moment forever!
As the day drew to a close, I was exhausted, but the Personal Assistants were still hard at work. As I left, Diana was running down to meet with the sommelier to review the details for a special wine tasting. Undoubtedly, another memory a guest would cherish for a lifetime. As I headed home for the day, I realized I truly had a greater understanding on why the guests write so many beautiful comments about the team at Capella Pedregal.