Name: Sergio H.
Position: Director of Human Resources
Location: Mexico City Customer Engagement Center
Dream destination: Bora Bora
Drink or treat of choice: I can’t start my day without having a good cup of coffee, and in Mexico it is common to drink a cold hibiscus infusion like fresh water, so that is my favorite choice to keep me hydrated.
At Marriott, inclusivity is not just a tick off the checklist, it is part of our DNA. But everyone says that, don’t they? Don’t take my word for it, take Sergio’s, Director of Human Resources at Marriott’s CEC (Customer Engagement Center) in Mexico City. Sergio has experienced firsthand the transformative power of a supportive and respectful environment at work.
“As a short person, I have never felt discriminated against for my physical condition at Marriott. On the contrary, I have always felt listened to regarding my needs, respected, and valued for what I know rather than how I look,” he says.
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Especially now as an HR leader, for Sergio, making sure every associate feels as valued as he’s felt throughout his Marriott career is always at the top of his mind. In his experience, he felt that support even before he officially started working for the company.
“Thirteen years ago, I remember being asked in the interview what my requirements were to carry out my job well,” he recalled on a video he starred in to support our People with Disabilities ARG (Associate Resource Group). “And, in fact, they are very simple.”
To say Sergio is invested in the company’s mission to make diversity a priority would be an understatement. Sergio is part of not one but three ARGs: Hispanic Heritage, Young Professionals, and People with Disabilities.
“I’m passionate about being an ambassador for each of these groups, advocating for their visibility and raising awareness,” Sergio says. “Marriott has provided a safe space for me to do this, and I truly enjoy contributing to various initiatives within the company [that support this.]”
Sergio didn’t start his Marriott journey in HR, but after taking a role as an accounts receivable clerk he soon realized his true passion and transferred to the “people” department. Since his first Marriott job over a decade ago he’s been promoted five times and held six different positions until becoming HR Director at our CEC in Mexico, where he leads HR efforts for a team of 1,200 people.
When we asked him to tell us his favorite thing about his job, he didn’t hesitate. “The people! Working with so many people with different backgrounds, different age groups, different demographics is amazing!” he says. “Getting to know them, mentoring them, and helping them to develop their career and expand in their roles.”
Learn more about Sergio’s experience and how he became the people’s leader he is today, in his own words below.
How would you describe your experience as a Marriott associate?
Applying for a job at this company has been the smartest [decision] and the best thing that could have happened to me. I have been very happy in all the positions I have been fortunate enough to hold. I have learned a lot and developed personally and professionally, I have always felt appreciated and valued by my supervisors, colleagues and my associates within a safe work environment. This company has given me the opportunity to have great friends, important connections, and get to know wonderful destinations.
What is the culture like at Marriott’s Mexico City’s CEC?
The overall work environment at our company is very friendly and welcoming to everyone. Our culture emphasizes values and principles such as taking care of people, listening to their needs, and helping them as much as possible. We support professional growth and development by offering a world of opportunities. This has allowed me to find where I belong, discover my passion, and excel in my career. Associates can enjoy spare time activities on top of their day-to-day work, ensuring a healthy work-life balance. We also have several recognition programs to reward contributions and achievements, which helps keep our teams engaged and motivated.
What does a good day at work look like for you?
A good day at work involves achieving goals and completing tasks that contribute to the overall success of the team. Positive interactions with colleagues foster a sense of camaraderie and teamwork, making the work environment enjoyable and supportive. Recognizing and appreciating the contributions of my team members helps to motivate and engage everyone. Opportunities for learning and growth allow for personal and professional development, making the day fulfilling. Finally, being in HR experiencing job satisfaction by helping others and making a positive impact adds a sense of purpose and accomplishment to the day.
What are some soft skills you look for when hiring at the CEC – Mexico City?
When hiring at CEC – Mexico City, we prioritize candidates who demonstrate strong multitasking abilities and proactiveness. We value individuals who excel in problem-solving and exhibit exceptional customer care skills. Being goal-oriented is crucial, as is having a good voice tone and effective conversation skills. We also seek candidates who show self-motivation, are fluent in English, and have a genuine commitment to delivering outstanding service.
Tell us about a time you’ve felt supported at Marriott.
During the COVID-19 outbreak I felt incredibly supported by Marriott. Despite the challenging circumstances, I was not dismissed, and this stability provided me with a great sense of security and gratitude. The company’s commitment to its associates during such uncertain times demonstrated its core values of taking care of its people. This support has reinforced my loyalty and appreciation for Marriott, and I am thankful for the opportunity to continue contributing to a company that truly values its employees.
What has been the proudest moment of your career so far?
One of the proudest moments of my career was when I received the Marriott Award of Excellence back in 2015. This prestigious award recognizes the company’s finest associates who, through their extraordinary service, exemplify the timeless core values of our culture. It was an honor to be acknowledged among such distinguished Associates, and this recognition has been a significant milestone in my professional journey. The Award not only validated my efforts but also inspired me to continue striving for excellence in everything I do.
Tell us about a time you’ve felt like a community at Marriott.
The Football event among Marriott properties in the Mexico City Market, known as the Marriott Cup tournament, was a remarkable experience that truly fostered a sense of community. All the entities were invited to participate, and the event was filled with camaraderie and mutual support. Competing together not only helped us perform at our best but also strengthened our bonds as a team. The collective effort and shared enthusiasm led us to win the cup last year, making the victory even more meaningful. This tournament was a powerful reminder of the unity and teamwork that define our community at Marriott.
What are some ways Marriott prioritizes inclusivity and respect among associates?
As a “short person”, I have never felt discriminated against for my physical condition at this company. On the contrary, I have always felt listened to regarding my needs, respected, and valued for what I know rather than how I look. This company fosters an environment of inclusivity and respect, ensuring that every associate feels valued and supported. The commitment to understanding and accommodating individual needs has created a workplace where everyone can thrive, regardless of their physical condition. This inclusive culture has had a significant positive impact on my professional experience and personal well-being.
What would you say to someone who is considering a Marriott career, but is unsure if it’s the right move?
At Marriott, we offer a world of opportunity. As the largest and most important hospitality company in the world, we are committed to our core value of taking care of people. Joining Marriott means becoming part of a global family that values inclusivity, respect, and professional growth. You will have the chance to work in a dynamic environment where your contributions are valued, and your career aspirations are supported. If you are looking for a place where you can thrive, grow, and make a meaningful impact, Marriott is the right choice for you.
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