Maria De La Cruz - Elevating Front Office Excellence

Maria moved to Dubai six years ago and quickly rose through the front office ranks. Known for her dedication and smile, she wanted to strengthen her team9s consistency and raise guest satisfaction levels. She enrolled in PURE Essentials to refine her understanding of service culture and emotional intelligence. Through the course, she learned how small, consistent details create memorable guest experiences. She introduced new communication practices during check-in and coached her team on proactive service recovery. Within three months, her department9s guest satisfaction scores increased by 18%, and the resort recognised her leadership with an "Employee of the Month" award.