Name: Luis G.
Position: Director of Housekeeping
Hotel: The Ritz-Carlton, South Beach, Miami
Dream destination: My dream travel destination is W Maldives. They have a wonderful one-bedroom, over-the-water bungalow that looks phenomenal. The water in the Maldives is crystal clear and I would love to visit one day.
Drink or treat of choice: Orange juice — it’s always a good way to start the day and it puts a smile on my face
For Luis, becoming a Director of Housekeeping before turning 30 was a long-term dream come true and the proudest moment in his Marriott career.
“I’m very proud because this is something I really wanted and worked hard for. I remember getting the phone call from the Director of Human Resources where she extended the verbal offer, and it was an incredible feeling of accomplishment.”
But Luis’s journey didn’t start there. He got his start at Marriott back in 2013, as an Overnight At Your Service Agent at the Marriott Stanton South Beach while he was pursuing a degree in hospitality from Florida International University.
“I wanted to work at a place where I had opportunities to grow, I enjoyed what I did and felt proud,” he remembers of the early days.
After trying different positions and being promoted several times — from night auditor to rooms operation voyager as a part of the Marriott Voyage Program as well as front office positions — he transitioned to housekeeping where he’s found motivation, support, and pride. “I did not have any prior housekeeping experience, but it really grew on me.”
He first accepted a position at The Ritz-Carlton, Cleveland as a housekeeping manager, and then returned to Miami for the re-opening of The Ritz-Carlton, South Beach as a housekeeping manager. Later, he got promoted to the job he has now, turning his long-term goal into a reality. “The proudest moment in my career thus far has been when I became Director of Housekeeping. I was able to achieve this shortly after turning 29,” he says.
“I decided to join Marriott because I identified with the company,” says Luis, who feels inspired by Marriott’s most famed core value of Put People First. “Working in housekeeping I am reminded of this constantly and I am a true witness that this is a key ingredient in the formula for success.”
And now that he’s got to where he dreamed of being, what does a ‘good day at work’ mean for a Director of Housekeeping at the very busy beach capital of the world? Teamwork!
“Yes, we have fun, but at the same time, we take care of business,” says Luis. “[We] make sure all the rooms are ready on time, and every guest gets service in a timely manner.”
Besides being responsible for overseeing the housekeeping operations and the quality of the work being done, he is also responsible for the finances of the department, and, most importantly, “Ensuring that at the end of the day, my ladies and gentlemen are happy,” he adds referring to his team’s associates in The Ritz-Carlton way.
Learn more about Luis’s inspiring journey, in his own words, below.
How would you describe your experience as a Marriott associate?
My experience as a Marriott associate has been the best! I have learned a lot and have had amazing opportunities. I truly enjoy and look forward to going to work every day. I’ve met incredible individuals around the globe who have become great friends and extended family after being in the company for almost 10 years.
What is your favorite part of working at Marriott?
My favorite part of working at Marriott is that there are ample opportunities for growth not just within the United States, but also around the world. Just because you start in one department, does not mean that you’re limited to just that specific department. There are always opportunities to learn new things. And most importantly, the amazing people you meet along the way.
How would you describe Marriott’s culture?
Marriott is a company that values diversity and allows you to be you. Regardless of your background, race, sexual orientation, or native language, the culture makes everyone feel welcomed and valued. During times of need, Marriott is always there to support their associates either directly or through the local community.
When have you felt like a part of a community at Marriott?
While working at The Ritz-Carlton, South Beach, I have participated in multiple community events such as volunteering during the holidays, local fundraisers, and walks for a specific cause. I get the feeling of community [in those events] because these are moments where I get to reconnect and spend time with colleagues outside of work. I often run into people that I’ve worked with in the past that have moved on to another property in the area and connect with other locals with similar interests. We all come together for the same cause. I enjoy attending these events and find them very gratifying.
What is your favorite part of the job?
My favorite part of the job is the people that you work with. Yes, we are here to take care of the guests and create unique, memorable and personalized experiences for them. However, the team that you work with makes that much better. These people essentially become your extended family. Some days are good days, some days are long days, but at the end of the day, we all get through it together because we all have genuine care for each other.
How have you used the Marriott Explore Rate?
This is one of my favorite perks that always enhances my vacations by making travel more accessible and allowing me to live my best life. I have gotten to experience multiple brands as a guest such as The Ritz-Carlton, St. Regis, Marriott, W, JW, Renaissance, Courtyard, Autograph Collection, and Luxury Collection around the world. Being able to have these experiences has also allowed me to better understand our guests and their expectations when traveling and staying at our hotel. It has also strengthened my problem-resolution skills and to have more empathy while putting myself in the guest’s shoes.