Name: Doris L.
Position: Front Desk Agent    
Location: Courtyard Lima Miraflores
Dream Destination: Colombia

For Doris, hospitality isn’t just a job—it’s a calling. From her earliest days as an intern at the JW Marriott Lima to her current role at the Courtyard Lima Miraflores, Doris has always been driven by one goal: “to seek people’s smiles.” That simple, heartfelt mission has guided her through every guest interaction, every challenge, and every opportunity to go above and beyond. 

“I realized that my passion is service; I deeply enjoy serving and caring for others,” she says.  

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Every day at work, Doris lets that passion shine through in the smallest gestures—like the time she crafted a family of towel elephants for a guest’s children or braided a little girl’s hair when her father didn’t know how. “The man was delighted and told me that he never imagined finding someone so helpful,” Doris recalls. 

After completing her internship at the JW Marriott Lima, Doris started working in the housekeeping department with temporary contracts until 2015, when she joined the opening team at the Courtyard Lima Miraflores as a full-time employee. Later she transitioned to the front desk, where she keeps “learning every day.” No matter what department she’s in, at the front desk Doris continues to build connections that last. She remembers names, introduces returning guests to new team members, and makes sure everyone feels seen. For her, hospitality is about heart, and it’s that genuine care that keeps guests coming back—and keeps Doris inspired every day. 

Keep reading to learn how she went from (almost) studying to be a chef to landing her current role at Marriott, in her own words below.  

What inspired you to pursue a career in hospitality?    

Initially I was thinking about studying cooking, but I realized it wasn’t what I really wanted. I was in search of my true passion and analyzing myself in depth, I realized that my passion was/is service. I deeply enjoy serving and caring for others. So I decided to change course and enter the world of hospitality because it motivates me to seek people’s smiles, and I believe that I have a true vocation for service. That’s why I’m here today.  

Tell us about your journey at Mariott?  

When I was still studying, I did an internship at the JW Marriott Lima, and it was a wonderful and unique experience in my life. I was 17, almost 18. I trained in all the areas: laundry, kitchen, restaurant, banquets, valet. Little by little I fell in love with the world of hospitality more and more. Over time, I got a full-time role and in 2015, I joined the opening of Courtyard Lima Miraflores, in the housekeeping department. Later, I applied to the Front Desk area, where I continue to learn every day.   

Can you describe a memorable experience you had with a guest?   

I will always remember a special family who stayed in a suite when I was working in the housekeeping department. They had two children: a 2-month-old baby and a 7- or 8-year-old girl. One day, I decided to do something special for them: I made a family of elephants with towels: the father, the mother and two little elephants, representing the children. They loved it! Especially the girl, she gave me a big hug. A little while later, the father told me that he didn’t know how to do his daughter’s hair, and I offered to do some braids for her. I’m so fast at that kind of thing. The man was delighted and told me that he never imagined finding someone so helpful who would take the time to do something like that for his daughter. Years later, I reunited with this family when I was already working at the reception desk. It was shocking to see how big the children were, and it was really nice to be recognized. I will never forget Mr. Molina and that special moment.    

How do you ensure customers feel welcomed?  

As soon as you see a guest, it’s essential to acknowledge them because that makes them feel valued. For example, today one of our regular guests came and I greeted him and welcomed him by his name. He felt good to be recognized and commented that’s why he always comes back. When I see frequent guests, I always make sure to introduce them to my new colleagues, so that they can also recognize them from that moment on.  

What motivates you to be your best self at work?  

I like to give 100% in all aspects of my life, because that’s what really fills me up. It satisfies me personally, professionally and in my desire to help others. If I make mistakes, I strive to correct them and I don’t hesitate to ask, because I believe that every day is an opportunity to learn something new. 

How do you see yourself five years from now?  

Thanks to the CALA Rise experience- An award ceremony that celebrates the most outstanding associates in the Caribbean and Latin America region- I had a 360-degree turn. Hearing the leaders from our region’s experiences and wonderful stories inspired me so much. This motivated me and opened my eyes to see much further. When I was there, I said to myself: ‘Why not be a manager of a new hotel?’ I decided to dream and work towards that goal.  

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