Why is service at Arenas Del Mar so good?
If you take sometime and Read the Trip Advisor comments on Arenas Del Mar in Manuel Antonio in Costa Rica, it becomes clear that our visitors appreciate the level of service which Costa Ricans (“Ticos) strive to provide.
Excellent service is a minimum standard goal, and that is instilled in all of us at Arenas Del Mar. My own business career has spanned 40 plus years across a few different industries and around the globe. I have never witnessed such goal congruence between staff, management and owners. It is a source of great pride.
How was this achieved? Here are a few reasons:
100% of our employees are Ticos or long time legal residents. That’s a rule. Always has been: always will.
- We have 107 full-time employees for just a 38 room hotel.
- The hotel management company is the boutique Cayuga Sustainable Hospitality, formed, and still operated by 2 Locals who studied Hotel Management at the preeminent Cornell School of Hotel Management in Ithaca, New York (…on Cayuga Lake!). They control all recruitment and training, even of senior management and the management team demand the highest standards from everyone at all times.
- Arenas del Mar is widely recognized as the top employer in the region. Many employees that have left for various resaons often reapply and want to come back. Ptograms such as career paths and ongoing cross training at other Cayuga properties are highly valued by the staff.
- Our salaries and benefits are top. We have a waiting list for almost all jobs, members of this community want to work here.
- Some examples:
- More than a third of our staff live on-site
- The tough workout regimen at 6.45am most days is voluntarily attended by many. Guests are always invited to join in; it is a thrill for guests and staff alike.
- During the green season, all staff with a certain longevity of employment are invited once a year to stay at the hotel with their families, in the best available room. Their coworkers invariably treat them as Kings and Queens.
- We close the hotel one night a year for staff training, recognition and motivation exercises.
A quote from a young front desk concierge who was complimented by a guest. His reply was:
“You’re not staying at the hotel where I work. You’re staying with my family in ours”
(His points of emphasis, not mine.)
This list could go on and on, but let me close with one special reason. Manuel Antonio is home to one of the world’s Top 20 Beaches of the World (Travel and Leisure). Just before the hotel opened in 2007, the view along our beach and across the bay towards Cathedral Point was listed in the book “One thousand things to do before you die”.
A waiter said to me, early one morning, when he was setting the outside dining room tables for breakfast: “When I arrive here each morning, I always walk out here, take in the view, and realize how very lucky I am to work….in paradise”.
When you come to stay, you also will understand why.