Arriva Hospitality Group has been a key player in the Mexican hotel industry for more than half a century. The company operates properties throughout Mexico, including Sensira Resort & Spa which opened in 2021 as one of the newest resorts in Riviera Maya. Alma Lopez is the Chief Commercial Officer for Arriva Hospitality Group, and she shares her insights with Travelweek in this edition of Take 5.

1. Can you give us an overview about Sensira Resort & Spa and Arriva Hospitality Group that will help Canadian travel advisors get familiar with the company? Although no doubt Canadian agents have already booked clients into many of Arriva’s properties!

“For more than 50 years, Arriva Hospitality Group has been a key player in the Mexican hotel industry operating properties throughout the country. The company is dedicated to creating unique experiences for their guests to foster long-standing partnerships and loyalty with visitors. Our main incentive is to offer premier hospitality; we continue working every day to be at the forefront of our guests’ needs.

“Currently the company operates a total of nine hotels managing two different concepts: city hotels and all-inclusive beach hotels focused on family fun. As a result of our second hotel concept, Sensira Resort & Spa, a project born during the COVID-19 pandemic, opened its doors in 2021.

“From the start, we have known Sensira was going to be a different project for Arriva Hospitality Group. The hotel is in an exclusive zone, where its neighbours are luxury hotels. Sensira is a new brand for Arriva Hospitality Group and the opportunity to enter a market we haven’t fully explored.

“The hotel is a 359-room all-inclusive resort located on its own private beach of Petempich Bay about 20 minutes from the Cancun International Airport. Our goal is to provide a wide array of offerings that can satisfy different kinds of guests – from solo business travellers to honeymooners and families looking for a multigenerational getaway, every member can find their ideal vacation. Our mission is to offer a luxury stay with personalized attention at the forefront of our hospitality etiquette. Aside from having eight dining spaces (including the French-inspired Galerie Des Sens), Sensira is home to Inspiration Spa & Gallery and features three pools, a water park, a fully equipped cinema, and a theatre for live entertainment.”

2. Many of Arriva’s properties skew to the luxury market. What are you seeing in this sector by way of resort trends and booking trends?

“When we conducted market research, we discovered a significant surge in the demand for luxury accommodations in Mexico’s resort industry. In response to this growing trend, we made the strategic decision to enter the luxury segment.

“By doing so, we aim to cater to the refined tastes and preferences of affluent travellers seeking unparalleled comfort, exquisite amenities, and top-notch service. Our objective was to provide an exceptional and unforgettable experience for our guests, setting ourselves apart from the competition and establishing a strong foothold in this lucrative market.”

3. One of Arriva’s newest resorts, Sensira Resort & Spa, a member of LHW, is in Riviera Maya and specializes in bleisure travel, with REMO offices on the beach. What’s your take on the bleisure trend, and what are ‘REMO offices on the beach’ – they sound fantastic! And what can you tell us about another of Sensira’s great amenities: full-time childcare services that allow working mothers to have uninterrupted business hours and unwind while on vacation. Is that different from the usual kids’ clubs?

“Bleisure travel is undoubtedly a staying trend. Now that remote work is here to stay, why not do it outside your home, at a destination with nice warm weather, excellent service, and a beach within arm’s reach? Many hotels offer small workspaces and fast WiFi in their rooms, but we thought it was necessary to go above and beyond. Thus, we set out to create an area dedicated exclusively to work where guests can get into the appropriate mindset, take notes, and be fully focused during their workday.

“We partnered with REMO to provide premium office spaces with lightning-speed Internet connection, comfortable furniture, a terrace, hot coffee and tea, bottled water, and a food and beverage delivery service. This project has been a success — people arrive here excited to work! And of course, there’s no beating the oceanfront view.

“Regarding our childcare services, we know that even during family trips, adults often don’t have the same free time as their kids. It just felt logical to have a space where the younger ones could be well taken care of while their parents were working or enjoying the Amber (adults-only) lounge. At our Baby Explorers Club, children from 18 months to 3 years old can play in the ball pit or the bouncy house, all under the supervision of our team members. There are also many other activities that our team can plan, depending on the toddlers’ interests.”

4. You were the first woman to ever hold the position of General Manager in Cancun during Mexico’s late 1980s tourism boom. You broke the glass ceiling! Do you see other women now following in your footsteps, and what did you love about being a GM?

“In recent years, we have witnessed a significant shift in the hotel industry, with the emergence of more female General Managers. This positive development has brought a fresh perspective and a unique approach to our service by adding a more intuitive and personal touch to our operation.

“As a result, we have been able to create truly exceptional and memorable experiences for our guests. The presence of female General Managers has not only diversified our leadership team but also contributed to a more inclusive and supportive work environment. Their passion, dedication, and commitment have been instrumental in driving our success and establishing us as industry leaders.

“From my time as General Manager, I love the ability to infuse a personal touch into the overall operations of the hotel to create unique and unforgettable experiences for guests. Now in my current role as Chief Commercial Officer, I embrace innovation and stay attuned to the evolving trends in the hospitality industry to continuously seek new ways to enhance our luxury and hospitality offerings and ensure that our guests have the most memorable stay possible.”

5. How do Sensira and Arriva work with travel advisors, and is there any message you want to leave Canadian travel advisors with as we head into the busy winter season?

“Canada is a very important market for our hotels, and we love hearing directly from them when the opportunity to work together arises to provide special services for our guests.

“The Canadian market holds significant value for our hotels, and we sincerely appreciate the pivotal role that travel advisors play in selecting our properties for their clients.

“We remain committed to working closely with them, providing them with the necessary tools and support, and continually improving our offerings to exceed the expectations of Canadian travellers.”

For more information see arrivahotels.mx.