Four Seasons Resort Los Cabos at Costa Palmas

Four Seasons Tenure

• Since 2019
• First Four Seasons Assignment: Director of Housekeeping

Employment History

• The Luxury Collection Ltd., San José Del Cabo, Baja California Sur, Mexico; El Dorado Golf & Beach Club, Cabo San Lucas Centro, Baja California Sur; JW Marriott Caracas, Venezuela; Courtyard by Marriott – Residence Inn, Barra da Tijuca, Rio de Janeiro, Brazil; Universidad Militar Bolivariana, Caracas; Colegio La Salle La Colina Caracas; Universidad Nacional Experimental Simon Rodriguez, Caracas

Education

• Diploma, English as a Second Language, Universidad Nacional Experimental Simón Rodríguez, Caracas, Venezuela; Diploma, Philosophy, Universidad Central de Venezuela, Caracas

Birthplace

• Caracas, Venezuela

Languages Spoken

• Spanish, English, Portuguese

Like every Four Seasons property worldwide, Four Seasons Resort Los Cabos at Costa Palmas was quick to embrace Lead With Care, the company’s enhanced global health and safety program launched in summer 2020 to safeguard the wellbeing of guests and staff. Employees across the property embraced the program, and Hygiene Officer Luis Quezada led its full-scale implementation.

“There was quite a lot for me to get on top of, and I know now this position is here to stay,” says Quezada, who joined the Resort as Director of Housekeeping in 2019 and was appointed as the property’s Hygiene Officer a year later. His new position sees Quezada staying attentive to the many operational guidelines of Lead With Care, as well as overseeing necessary training and self-auditing of hygiene by departments throughout the property. He further guides the Resort team in reaching necessary health and safety metrics to ensure that every space on property is regularly disinfected and that all staff use proper personal protection equipment such as masks.

Along the way, Quezada sifts through health data compiled by the Mexican government – from coronavirus testing rates in nearby states, to the availability of beds in local hospitals – to ensure that day-to-day care is available for guests if and as needed. He also keeps in touch with Resort management and Four Seasons corporate team on the latest medical developments to keep guests healthy.

How about the guests themselves? “I’m in touch with them regularly, but in a different way,” he says, noting that Lead With Care is now a featured part of the Resort experience. “It’s incredible to see how guests have reacted to the steps we’re taking for their wellbeing – every piece of their feedback improves the experience for everyone.”

Born in Caracas, Venezuela, Quezada started his hotel career as part-time reservations agent and was later offered an opportunity to oversee housekeeping. Though he knew it would be a huge challenge, he accepted knowing he’d be in a position to motivate people. “That’s really what I like to do.” Key to his strategy was getting the team acquainted with one another, the better to inspire them to care about each other’s welfare and work together. “There were people who’d been on the team for years, but most didn’t know each other. I set out to connect them, and our guest satisfaction numbers improved.”

The company took notice, and Quezada was invited to assist in the opening of two hotels in Brazil, giving him opportunity to learn Portuguese and a new culture at once. After a return to Venezuela and a move to Mexico, he joined a major international hotel group to open a new hotel and lead its housekeeping department in Los Cabos. Four years later, he heard Four Seasons was coming to town and went for it. “The best decision I ever made,” he remembers. “No other company takes better care of its guests and staff, and leadership truly listens and gives constructive feedback when it’s needed.”

Now leading the team implementing Lead With Care at the Los Cabos property, Quezada is sure to give credit for the program’s success onsite where it’s due. “The Housekeeping team has demonstrated incredible leadership through this long journey,” he says, gratefully. “They’re the heart of the hotel, always filled with passion for what we’re doing and ensuring a safe and memorable guest experience.”