Originally from Acapulco, José Hernández is the Resort Operations Guest Service Manager at The Royal Sands. He moved to Cancún 27 years ago and this year he reaches the important career milestone of 17 years at Royal Resorts.
José began his career at Royal Resorts as Duty Manager at The Royal Caribbean. He then spent two years as Night Manager before being promoted to Guest Services Manager for The Royal Caribbean, The Royal Islander and The Royal Mayan. He moved to The Royal Sands in 2014. As Guest Services Manager for the resort, his job is to ensure that all our members and guests receive service that meets the company’s high standards and that exceeds their expectations.
José follows up with guests who may have detected a maintenance issue in their room or villa or are dissatisfied with one of the services or activities offered at the resort. He assists guests who are looking for services or companies in the local area or who have had problems outside the resort. He also analyzes feedback received from guest satisfaction surveys, identifies areas of opportunity for improvements and ensures that action is taken.
He has this message for members, “This is your home away from home and we hope that you will visit us for many years to come. We are here to help you and make sure that each vacation is better than the last.”