As General Manager of The Resort at Pedregal, Fernando Flores brings more than 18 years of hospitality experience to the award-winning property. In his role, Flores is responsible for continuing the success of the prestigious resort while cultivating both domestic and international relationships with guests, colleagues and owners. From achieving financial results and implementation of capital expense projects and focusing on maintaining an efficient and profitable function of the day-to-day operations on property, to providing exceptional guest service and satisfaction property-wide, Flores has made an impact at the resort for over a decade.   

Since joining the team in 2008 as Assistant Director of Food & Beverage, his innovative, fresh ideas and determination have enabled him to quickly excel through the ranks, holding various positions at the resort including Director of Food & Beverage, Director of Rooms and Resort Manager. Flores’ multifaceted experience and familiarity with The Resort atPedregalpaired with his compassionate leadership skills allow him to further enhance the resort’s undisputed benchmark for providing the very finest in luxury hospitality and guest satisfaction. During his tenure, The Resort at Pedregal has been named the No. 1 Resort in Mexico by Travel + Leisure three times since the grand opening, was awarded the coveted Forbes Five-Star achievement for both the hotel andspa, andis consistently in the top 5 Resorts in Mexico (Western) in Condé Nast Traveler.  

Flores earned a Bachelor of Applied Science degree in Biomedical and Medical Engineering from the University of Autonomade Guadalajara. 

 To say the Resort at Pedregalis phenomenal would be an understatement. The five-star resort is ranked by Forbes,TripAdvisor,andreceived Travel Leisure’s World’s Best Awards making it’s resume speak for itself. In today’s episode, Jason and Fernando discuss howreaching this degree of service and notoriety was possible. Through creating and maintaining a service culture rooted in harvesting meaningful connections and positive impact, The Resort at Pedregalis second to none when it comes to the service industry. With over a decade of experience, Fernando provides insight and takeaways for any business owner in today’s show. Enjoy! 

Minute Breakdown: 

0-5 – Getting Started in Customer Service Industry 

5-10 – Creating and Maintaining Quality 

10-15 –Rebranding: Communicating Mission and Vision 

15-20 –Identifying Talent andOnboardingProcess 

20-25– Making Your Team Gameday Ready  

25-30–Refining and Practicing Standards: Creating Alignment 

Check out The Resort atPedregalhere: www.theresortatpedregal.com 

FindTheResort atPedregalat @resortatpedregal 

Find Jason at @jasonkhalipa 

Keep up with Jason’s latest project at: www.ncfitcollective.fit