March 2015
| Business World
207
a unique approach to their mandate of pro-
viding custom and personal service to their
guests. In a day and age where technology is
viewed as hampering traditional interaction
and connection, the Capella Ixtapa’s empha-
sis on technology helps them consistently
improve their practices to extend guest’s re-
lationships.
“Technology is critical for Capella Ixtapa,”
Quinones said. “The essence of what Capella
Ixtapa is personalized service. We’re consis-
tently personalizing service and product so
that we can extend our relationship with
our guest, create an emotional connection
and ultimately create loyalty. Loyalty means
guests have the intention to come back and
to recommend the hotel.”
“All of this has tobe captured inaway that this
information for a particular person is record-
ed accordingly,” Quinones continued.”The
system that we use from a technology stand-
point, it allows every employee in the hotel
to have access to the information in which
we can deliver the service without the guest
having to ask for it, because we already know
the preferences.”
