Butler Extraordinaire
Traditions run deep at St. Regis properties worldwide, some dating back 100 years to founder Lady Astor. The English-style butler is one tradition that exemplifies the essence of hospitality and customized service at St. Regis Punta Mita. From the moment you arrive until the moment you leave a cheerful, pleasant butler is ready to assist: unpacking and packing; delivering coffee, tea, food and the daily newspaper; making reservations at restaurants, spa and golf courses; taking charge of dry cleaning and the pressing of clothes; arranging transportation; and much more. Butler service is available any time of day or night for guests staying in one of the 120 rooms, 5 deluxe suites or the presidential suite at the resort. “It will be my pleasure to assist” and “Please allow me” are words you will hear repeatedly. This most enjoyable and engaging tradition makes for a very comfortable stay at St. Regis Punta Mita.
Butler Carlos Martinez has been welcoming and caring for guests since joining the St. Regis team in 2010. He grew up in the Mexican state of Veracruz where he began working before he was 12-years-old at the open-air market in Cordoba. It was where his mother owned and operated a small, local meat business and Carlos helped sell milk, meat and vegetables. He learned by example, watching her interact with customers. Carlos believes he is who he is today because of family values and a work ethic developed as a young boy that taught him modesty, respect and kindness. “There are similarities to my working at the market as a boy and now as a butler at St. Regis, especially when interacting with people. In the Mexican culture, the concept of life is to enjoy being nice to everyone while being honest, courteous and pleasant,” said Carlos.
After graduating from high school in Colorado, Carlos worked in construction with his uncle for four years, rising to crew foreman. He then studied construction maintenance in Puerto Penasco in the Mexican state of Sonora, not far from the Arizona border, before returning to Colorado for a job as construction supervisor. A short time later, he married Ashley. Eventually, Carlos and his young family moved back to Mexico and settled in Nayarit where he worked at Nuevo Vallarta resorts before taking a position that he described as a “great opportunity as bell butler at St. Regis Punta Mita.” Carlos soon became a room butler and now shines brightly as one of the favorites. “At St. Regis I’m able to offer more service, not only to satisfy guest requests but anticipate their needs, and to provide an experience that is beyond their expectations.”
“It is a pleasant work environment at the St. Regis,” said Carlos. He appreciates how management responds to the resort guests and situations that arise. He is especially appreciative that he is trusted to make decisions that enhance guest experiences. Carlos continues to learn by example, observing how Carl Emberson, General Manager and Mike O’Hara, Director interact with visitors and employees. The staff picnic and olympic games are events planned for employees, their families and management to enjoy together. Carlos shared, “It is a pleasure working in a place where I am not only comfortable with but also encouraged to approach and share with Mr. Emberson, Mike O’Hara and butler supervisor, Jorge Graciano.”
The 32-year-old Martinez lives a short distance from the resort with his wife Ashley and their three children ages 1-8. He takes great pride in his family and coming to work each day at St. Regis Punta Mita where he moves about with a smile on his face and love in his heart, happily dispensing hospitality. Carlos hopes to continue as a butler with St. Regis Punta Mita or at another Starwood property, perhaps even in United States near his wife’s family home in Aspen, Colorado.
By Guillermo Nestor
