Meet the leaders creating meaningful guest experiences at The Palace Company
Yazmín Zahoul Sangri
Corporate Director of Spas & Beauty Salons, México, Dominican Republic, Jamaica, Italy and the Maldives
The Palace Company
My journey into the spa industry was unplanned. I started in procurement, which allowed me to learn the operations and understand how even the smallest details shape the guest experience. As I became more involved in spa operations, I discovered their transformative power. I found a unique combination of service, operational excellence, and human connection.
One of the initiatives that best reflects my values is the ‘Healthy Living Example’ program, which recognizes wellness practices among our staff. This initiative is rooted in the belief that we cannot promote wellness if we do not practice it. Likewise, bringing spa and beauty salon managers together around a shared vision of success has been essential, strengthening a sense of belonging, collaboration, and support.
For me, the balance between results and wellness is strategic. Sustainable results come from committed, motivated, and well-supported teams. My approach is built on three pillars:
• Clarity and measurable objectives: establishing clear, measurable, and challenging goals
• Culture of internal well-being: ensuring appropriate conditions for our employees
• Approachable, people-centered leadership: listening to understand individual needs and fostering open communication
Nelly Licona Juarico
O Spa & Beauty Salon Manager
Campo de Golf Moon Palace Cancun, Mexico
My passion for service led me to pursue a career in the spa industry. Over time, I discovered that my greatest strength was leading teams and creating high-quality experiences for guests. What keeps me motivated is achieving results through my team’s efforts: seeing how they grow, become stronger, and reach their goals. This is achieved through compassionate leadership, clear communication, and the establishment of clear standards. I focus on ensuring that the team feels heard, supported, and recognized, as this directly impacts their performance. I believe that when employees work in a positive environment, it naturally translates into how they treat guests, creating a unique, warm, and professional experience.
One of the achievements I’m most proud of is having empowered the team to reach important goals, both in terms of results and service quality. Beyond the results, I value having fostered a culture of responsibility and commitment, where every member of the spa team understands their impact and contributes to achieving our objectives and delivering an exceptional guest experience.
Mayra Hernández Colorado
O Spa & Beauty Salon Manager
Moon Palace The Grand Cancun, Mexico
My career started as a spa receptionist at age 25. Through that experience, I discovered how wonderful it is to work in the wellness industry, which sparked a strong interest in building a career in the industry. I decided to further my training by taking courses in massage techniques, styling, and personal wellness to grow professionally and, eventually, manage a spa.
I believe that a positive environment for both guests and staff is built through communication, respect, and leading by example. With my team, I strive to foster trust, recognize their efforts, and provide them with tools for their professional growth. For our guests, we focus on creating memorable experiences by anticipating their needs.
Outside of work, I find inspiration in personal well-being, such as self-care practices. I enjoy exercise, like running and playing soccer, and spending quality time with my family.
Leslie Jacobo Pelcastre
Aura Spa & Beauty Salon Manager
Le Blanc Cabos, Mexico
What initially drew me to this industry was discovering a space where people feel truly special, surrounded by an atmosphere of harmony and peace that engages all the senses through care, aroma, sound, and attention to detail. What keeps me passionate is creating moments of tranquility and well-being for each guest, approaching every interaction with dedication, love, and care. It inspires me to see how every detail, from the service to the ambiance and the treatments, can transform their experience and leave them with a sense of balance, peace, and fulfillment.
Staying up to date is an essential part of my job; I closely follow trends, new treatment techniques, and product developments within the spa industry. I also find it very valuable to listen to both our guests and my team, as daily experiences often reveal opportunities for improvement and innovation.
One of the most valuable lessons I have learned from my team is that listening and communication are fundamental to building trust and strengthening teamwork.
Carlos Cupa Tun
O Spa & Beauty Salon Manager
Moon Palace The Grand Punta Cana, Dominican Republic
My career in the spa and wellness industry has been a journey of constant evolution, driven by a passion for service, personal development, and creating memorable experiences. I began my career in operational roles, which allowed me to understand every process and appreciate the effort behind every detail. Over time, I moved into leadership roles. What motivates me in this role is the opportunity to build strong teams, raise service standards, and contribute to an organizational culture focused on holistic well-being.
A truly exceptional spa team stands out for its attitude, dedication to service, and sense of belonging. It is essential to create an environment based on communication, ongoing training, and the recognition of individual talent.
For me, taking care of my wellness means spending quality time with my family, keeping a focused mind, and practicing habits that allow me to be fully present both at work and at home. My family is a constant source of inspiration and energy.
Natalya Lynch
O Spa & Beauty Salon Manager
Moon Palace Jamaica
My journey to becoming a spa manager was shaped by both personal passion and hands-on experience. Early on, I found myself assisting friends and family with beauty and personal care, and seeing the joy and confidence it brought them was incredibly rewarding. Those moments made me realize my love for beauty, wellness, and caring for others.
Staying connected to wellness means continuously evolving with the industry while remaining focused on results and guest satisfaction. I make it a priority to stay updated with current trends and best practices, but I also ensure that the core purpose of helping people feel their best is never lost. Understanding the outcomes of treatments and the impact they have on guests keeps me grounded in the true essence of wellness.
Success in today’s spa and wellness industry requires consistency, empathy, and strong problem-solving skills. It’s important to understand each guest’s unique needs and tailor services to address those concerns. Patience is also key, as well as the ability to listen deeply and connect with guests on a personal level.
