Meet Carlos Arceo; Butler at Zoëtry Paraiso de la Bonita Riviera Maya’s Impression™ Club


Impression™ Club; an ultimate luxurious hideaway with just nine villa-style suites, nestled in mangroves and perched on a beautiful beach in the Riviera Maya. As well as full access to the Zoëtry Paraiso de la Bonita Riviera Maya, the Impression™ Club offers guests an elevated level of luxury and service, including a private terrace with plunge pool in every suite, access to the Chef’s Table for breakfast & lunch, private chef dining experience in state of the art show kitchen, exclusive Impression™ beach area with wait service, exclusive seawater infinity pool with wait service, iPad controlled in-room TV, curtains and lights, and of course, butler service. We speak to Carlos, one of the butlers at this luxurious haven, and ask him all about his day-to-day work.

So Carlos, what made you want to work at Zoëtry Paraiso de la Bonita Riviera Maya?

“Before my time here, I worked as a butler for the Scottish president for two years. I returned back to Mexico and quickly heard about the luxurious villa-style Impression™ Club opening at Zoëtry Paraiso de la Bonita Riviera Maya, and thought this would be a perfect opportunity to elevate my skills and offer my services to guests from all over the world. The suites are perfect for those looking for a tranquil, secluded hideaway where everything is included. Being a butler in a house compared to a hotel is different, a house is administrative and private, a hotel is all about impeccable service and creativity – which I love!”

What does a typical working day involve?

“At 7am, I contact my guests via Whatsapp and help the chef in the Red Kitchen, an intimate area where guests can choose whatever they like for breakfast and watch the chef prepare their food right in front of them. If I don’t have a response from my guests by 9am, I call them to see how they are doing and walk around the property to show my face and make guests feel at home. After this, I begin the day with taking breakfast orders, greeting and introducing myself to new guests, delivering coffee, providing information and offering room service, as well as anything else my guests request from me! Around noon, I start to take reservations for dinner, restaurants are reservation free but it secures guests a nice table and ensures no waiting time at all, plus I help my guests with reservations for tours, spa treatments, special dinners and assisting with check-in.

The second butler starts at 3pm and begins their shift by introducing themselves to guests, confirming departure transfers for next day check-outs, confirming dinner reservations, decorating the rooms in the evening and assisting with anything else they may need.”

What’s your favourite part of working life?

“I enjoy studying and getting to know my guests to see what they like and don’t like. I then use my creativity to suit their style and needs and always try to go that extra mile to make their holiday unforgettable! When I worked in Scotland, I could never surprise my boss with a special service, so it’s really good to be creative here and make endless memories for my guests.”

What’s your most memorable customer experience?

“We were recently faced with an unfortunate natural occurrence which we tried our very best to keep to a minimum. Our guests arrived and were a little unhappy with what was happening, so I took it upon myself to ensure that by the end of their holiday, their stay would be unforgettable. I decorated their room each night, took really good care of them, had them focus on the fantastic amenities and facilities we offer and generally changed their mentality. When the guests checked out, the lady cried because she was so grateful for the above and beyond service I had given. There is nothing better than putting a smile on guests faces!”

What room type would you recommend to a couple on their honeymoon?

“I would definitely recommend the Presidential Suite, the pool is 14ft large and 4ft deep and the suite itself is very intimate and romantic. Sometimes when I have a creative spark, I buy rose petals, cover the pool in them and turn on the fountains. I use only candles as lighting and set up a cheese board with wine – it looks fantastic and has such a romantic feel once all is in place!”

By Carlos Arceo, Butler at Zoëtry Paraiso de la Bonita Riviera Maya’s Impression™ Club

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