Originally from Mexico City, Beatriz Lopez moved to Cancun with her parents 37 years ago. She began her career working in the telephone departments at the Camino Real and Sheraton hotels, the latter during the 1981 North-South Summit, before joining Royal Resorts.
“Betty” has been with the company for 21 years, always in the Phone department (except for a brief stint in Reception) and has seen the impact of technology on her area in recent years. “My department comprises 12 switchboard operators, two supervisors and eight technicians,” she says, “Technology has changed the way we work so much. Once there were many more of us but innovations have meant that we can work more efficiently and with fewer staff. Last year we moved offices from The Royal Mayan to The Royal Sands. The transfer was planned a year in advance and went smoothly due to the technology implemented.
“If a member or guest needs information, it is our obligation to help them get it, regardless of whether we have the phone number of the company or person or not. We have directories of airlines, consulates, hospitals, doctors and more and will search the local area until we find the information requested.” Betty says, “All the operators speak Spanish and English and we are all studying Portuguese and taking advanced English classes in order to improve our language skills. We keep a list of staff in other departments who speak different languages such as French, Italian and German who can assist us when the need arises. Our training also includes voice moderation and breathing and crisis handling and we give classes in phone etiquette to colleagues in other departments.
“If I have a message for our members,” Betty says, “It would be that our home is your home and we are waiting to welcome you with our time-honored Mexican hospitality. We will do everything we can to make you feel at home and look after you during your vacation. In the Telephone department our personalized service includes fielding your external calls and checking with you that you know the caller for your peace of mind.”
Betty is also a tireless worker for community causes including the Royal Resorts Foundation. Every weekend she and her sister do the rounds of the Cancun General Hospital and other local clinics at night distributing coffee and pastries to people who are waiting for patients. She explains how she began: “Several years ago, my daughter was kept in hospital after the birth of her child and then later my sister was diagnosed with breast cancer. During her surgery and post-operative treatment I spent a lot of time waiting at the hospital. Late at night you see the forgotten and needy, those relatives who do not have the money to return home so they sleep on chairs, on the floor, in the hallways waiting for news of their loved ones. I thought that a cup of coffee, something to eat and perhaps a blanket or pillow would help make them more comfortable so that is what we do every weekend. Royal Resorts supports our cause by donating the pastries, they are the ones that are left over from breakfast.” Betty goes on to say: “On Friday night we also serve homemade chicken and vegetable soup to the homeless.”
“At Royal Resorts we organize raffles to support the Royal Resorts Foundation Employee Emergency Relief Fund,” she says, “ We have a colleague with throat cancer and there are other staff in the company in similar situations. This is our way of helping them. I think it is very important for department heads to have a conscience and spread awareness of the need to reach out so that everyone supports the cause. When you have a bad experience with illness in the family, it makes you want to help others.”
When asked what Royal Resorts means to her Betty says, “I think that we are very fortunate to work for Royal Resorts, it is a stable company with an excellent reputation and employees feel secure here. In turn, they give their very best and more. Royal Resorts also gives staff the opportunity to learn more and opportunities for advancement in their careers. I have staff who began in the Housekeeping and Laundry departments and were promoted. Others started out with me and have moved on to become executive assistants in other areas of the company.”
