They remember everyone’s name and know their favourite dishes. Important dates. What you like most and least. They make you feel at home. They are our Public Relations Managers, specialists in guest satisfaction, and an exclusive service in our five-star Zafiro Palace hotels.
Anabel, with her entire career working in customer service, and Tamara, in love with her work and dealing with people. The Public Relations Managers of the Zafiro Palace Palmanova and Zafiro Palace Alcudia, respectively, both have an innate ability to empathise with other people and are very much aware that passion is something which is essential in their work.
We wanted to find out what motivates them and helps them stay friendly and keep a smile on their faces, and also the must-see places they would recommend to visitors in Mallorca.
For readers who don’t know what a Public Relations Manager does, could you tell us a little more about your work?
Tamara (T): in a nutshell, we take care of satisfying the needs and responding to the concerns of guests while also helping provide memorable experiences and the highest quality service. We are also responsible for passing on the feelings and comments of guests to department heads. I think this is one of the most important things about our work, as this direct contact with department heads often helps prevent problems and possible guest dissatisfaction.
Anabel (A): That's right. We try to be on hand for guests and aware of their needs at all times, from before they arrive in the hotel and even after they are already back home. We have very high standards in our work, and we always aim to meet or even exceed guest expectations.
What are your must-see recommendations for visitors?
A: I usually recommend a visit to Valldemossa. For me, it’s the most beautiful village in the Sierra de Tramuntana mountains, with a medieval feeling about it and set in a beautiful valley surrounded by mountains. I would also take a stroll around the old quarter in Palma and take a break to try some tapas. Visitors really have to try the traditional “frito mallorquín”!
T: Exactly! I also like to recommend the old town in Palma, a great place to combine a cultural tour with a bit of shopping. I also recommend a visit to places near the hotel such as Formentor, the little coves around La Victoria or Puerto de Pollensa, a starting point for a lot of cycling and hiking routes. And if you don’t much feel like venturing out, this is a big hotel where you can quite easily spend the whole day enjoying our facilities.
I know you must have loads of stories about what goes on in the hotel. Any that you can share with us?
T: Yes indeed, loads and loads! Over the years I have built up such close relationships with some visitors that they have decided to buy a house and settle here in Mallorca, and they still come and ask me for help even today.
A: There’s something going on every day! One couple had the premature birth of twins during their holiday and ended up staying with us for 3 months! They’re now part of the Zafiro family. The twins are now 2 years old and they come and see us a few times every year. They even celebrated their birthday with us!
Tamara, what do you think is the most attractive thing about Zafiro Palace Alcudia?
T: Our location in the heart of Puerto de Alcudia is a luxury, and the Zafiro Palace Alcudia also stands out for the numerous superior quality services it provides: from special facilities for athletes, areas for children and relaxation areas reserved for adults only to help them disconnect from their day to day.
And the Zafiro Palace Palmanova, Anabel?
A: As Tamara says, our Zafiro Palace hotels have so many great things about them. They are five-star hotels with excellent facilities and superior quality service. We are perfectly prepared to welcome couples of all ages, groups of friends or families. The hotel has four à la carte restaurants and a fantastic spa for relaxation. Palmanova is also an area that has so many things to see and do for visitors of all ages, and it’s also really close to Palma and the airport.
And finally, what word would you use to define Public Relations work?
T: Passion! I can't imagine another way to do my job other than with passion. Guests also notice that, and it’s a really nice feeling when they point it out.
A: Challenges! Every guest is different. Every guest has different needs and poses new challenges, and I love that. I have a great time helping our guests, and if you enjoy doing something, that also shows.