Train Frontline Staff Like Xcaret Does

At the ‪ @IAAPAHQ  Expo in Florida, we met up with Elizabeth Lugo, Executive Director of Parks, Tours, and Boating at ‪ @GrupoXcaret  , for a thoughtful conversation on leadership, guest experience, and what it truly means to operate with a global mindset.

Elizabeth shares her personal journey, from growing up immersed in nature and conservation to leading one of the most respected experience-driven organizations in the world. We explore how Xcaret remains deeply and authentically Mexican while welcoming guests from every culture, age group, and ability. One of the most practical takeaways from this conversation is Xcaret’s use of character-based training cards.

These cards help frontline teams quickly recognize different guest profiles, such as the fearless adventurer, the cautious planner, the curious explorer, or the guest who wants to be the protagonist, and adapt communication and service in real time. The insight is simple and powerful: while cultures vary, human behaviors and customer archetypes often transcend borders.

After watching this interview, you will walk away with:

• A clearer understanding of how authenticity can scale globally without losing cultural depth

• Insight into why customer types repeat across cultures, even when language and customs differ

• A practical training concept using customer profile cards to elevate staff confidence and service quality

• A real-world example of what global mindset looks like in leadership and hiring

• Perspective on how a globally curious life can lead to both career growth and a more enriched life

This conversation is relevant for leaders in tourism, attractions, museums, education, and anyone building teams that serve a global audience.