This week, we chat with Katherine Peralta, Social Media Manager at Now Larimar Punta Cana. We dig deeper into her most memorable customer experience, a typical working day and what she loves most about working with her team at this beautiful Dominican Republic resort.
What steered you towards working at Now Larimar Punta Cana?
“What steered me to work at Now Larimar Punta Cana, was my admiration for cultures, since in hotels there is a diversity of them, and you have the opportunity to meet people from all over the world. As well as this, I enjoy helping others and seeing the smiles on guests faces – it’s priceless! The most important thing that I have been able to do is put into practice my passion for Visual Communication through our media to promote how relaxing and warm my country is and the paradise you can find at Now Larimar Punta Cana. I must add, after joining the hotel, I realised it was not just a job, it was a commitment for my country and my colleagues, more than that, we are a family trying to put a smile on each and every guest.”
What does a typical working day involve?
“A typical day as a Social Media Manager is like a marathon, I must be focused on my daily goals to try and cover everything I can but this is what makes me happy, you will never get bored. I start analysing our position on TripAdvisor; I look at how many positive and negative comments we receive and respond to them so that our guests always feel we are thankful for them taking the time to share their experience, even the negative ones, they help us to improve and become stronger.
Secondly, I check all Social Media channels (Facebook, Twitter, Expedia, etc.) to confirm if we are doing a good job as a team and also respond to any concern a guest may have regarding their reservation or any general information. I also create writing and visual content to share what we offer as a hotel. Briefing and emails! Very important, all departments must be informed of any special situation with a guest, therefore, we can resolve it as a team and make their stay pleasant.”
What’s your favorite part of working life?
“When your passion is your job, you do not call it work. I would say having the chance to be creative and explore different cultures opinions is one of my favourite parts. In addition, sharing working life with colleagues from all over the world teaches me to maximise my work skills based on their own. This, at the end of the day, will not only enrich my practical skills, but also my knowledge about other countries.”
What’s your most memorable customer experience?
“The most memorable customer experience I had so far was a couple, who visited our hotel to escape from cancer. Her husband was diagnosed with cancer and the news was devastating for them and the family, therefore, after receiving the information, we planned an unforgettable week for them. Upon their arrival, we welcomed them with special amenities and most importantly, the staff were in the room waiting for them with smiling faces. They loved it and felt like they were at home. I remember giving him blue flowers, he said this was the first time he ever received flowers! We laughed, even some tears were part of that moment.”
Are there any excursions you would recommend to guests who are first-time visitors to the Dominican Republic?
“I absolutely love to travel and I have had the opportunity to explore my country in depth and must say, we have a real paradise! It’s hard to choose only one, but if you are taking your time to travel around my country, Eagles Bay on the south-west coast is such a breathtaking beauty spot that it doesn’t look real! It is located in the province of Pedernales and is part of the Jaragua National Park.
My favourite excursion that can be booked in resort with AMstar has to be the Scape Park, located just 40 minutes from our resort in Cap Cana. The park is a beautiful nature-themed attraction, bursting with beautiful flora and fauna, as well as cultural and entertaining experiences. Enjoy an adrenaline pumping zip-line before dipping into the crystal lagoon of Hoyo Azul and admiring the cascading waterfalls.”
By Katherine Peralta