Interview with Damiana Cerdá, assistant manager at the hotel Pabisa Orlando: “We have the highest quality ratings throughout the chain”

Damiana Cerdá Oller has known the Pabisa Orlando apartments since she was a child. When she started working for Pabisa Hotels in 2012, she started here, firstly in reception and then, since 2017, as assistant to the management. This Majorcan with a Tourism Diploma from the Felipe Moreno School in Palma adores the world of hospitality, although she also has experience in the aviation sector, having once worked for the now disappeared Futura airline.

QUESTION: The Pabisa Orlando aparthotel is the only member of the chain which offers accommodation in apartments rather than hotel rooms. What type of clients choose this option for their holidays?

ANSWER: Our clients are mostly young families with children. They make up almost all the clientele at the beginning and the end of the season, whereas in the middle of summer, we also have groups of friends who have chosen us because of the level of comfort, the size and the tranquillity of our apartments, sheltered from the noise and activity of the street. Our clients are 100 per cent holiday clients and we have many repeat guests. We even have a client who has celebrated 25 years of holidays at the Orlando!

Q: What new features does the Pabisa Orlando offer its clients this summer?

A: This year we have a new chef in the kitchen at the hotel and we are very pleased with the change. We also completely renovated the pool surface, an element that has been much appreciated by our guests.

Q: How do you ensure that guests at the Orlando are well taken care of?

A: We look after them as much as possible, being polite and friendly, as we know that without them we are nothing and so we need to ensure that they are always happy. Fortunately, we have very high-quality scores, the highest within the chain.

Q: If any client is unhappy, how do you deal with them?

A: If a client complains to us, we try to resolve the problem as soon as possible and provide some sort of compensation which will help to forget whatever little inconvenience may have occurred. We take great care looking after our guests as we are conscious that they are on holiday, and for them, that is a very precious time. Whilst they are staying at the Orlando, everything has to be the best that it can be. We always try to put ourselves in their shoes and attempt to resolve the situation as soon as possible to minimise any inconvenience or problems that they may have.

Q: What is it like running the Orlando apartments on a daily basis?

A: The first thing I do when I arrive in the morning is go through the report from the evening and the night before whilst I wasn’t on duty. Then I check all the e-mails and any pending messages. Then, I phone around all the different departments to see how everything is going; maintenance, dining room, housekeeping….And after accounting for all the stock used the day before, I make a real effort to be a good host for our clients, at reception or in the dining room where I am present during lunch and dinner services. Also, I check the cleaning of between 5 and 10 rooms, as well as the public areas to ensure that standards are being met.

Q: What is the most satisfying aspect of working in a hotel like the Pabisa Orlando?

A: The best thing is the affection that I receive both from guests and my colleagues. We form a very professional team and our clients, many of them young or families with children, provide us with many satisfactions.

Q: What is the staff team like that makes the apartments work?

A: We have an excellent team, as much at the hotel as at the head office of the chain. We all work together and, from the Operations Manager Pau Obrador – who I report to directly – to the housekeeping staff, maintenance, kitchen, dining room, bar or reception, we all pull together and collaborate in order to make everyone’s job easier.

Q: What defines Pabisa Hotels within the extensive offer that exists in Playa de Palma?

A: Pabisa Hotels has a unique product in this area, the All Inclusive Plus. It is a great selling point as it includes entry and service at several nearby leisure facilities and venues and for families, or groups of friends, it is a very attractive option and they take full advantage of it. As far as the Orlando goes, it stands out for being one of the few apartment complexes in the Playa de Palma area and for its gastronomical choice. It is also the only centre belonging to the chain that has a restaurant open to the exterior, therefore attracting many passing clients as well as guests staying at the hotel.