The Star Stories En - July 2023

INCLUSION

Seek to understand. Encourage diverse viewpoints. Support each other to thrive.

We care for people so they can be their best

We care for people so they can be their best

COLLEAGUE EXPERIENCE SURVEY 2023

Being a better place to work is more than just a definition; it’s an ongoing effort-built day by day. That’s why, during the month of July, the “Colleague Experience Survey 2023” was launched. Through this pulse survey, we had the opportunity to listen to all our colleagues from Hyatt and ALG, allowing us to gather feedback on the progress of previously established improvement areas.

The results of this survey provide us with a broader perspective and enable us to implement initiatives that make us a great place to work, in line with our purpose:

“We care for people so they can be their best.”

We appreciate the participation of everyone!

DIGGING DEEPER AND LEARNING MORE:

EMBRACING AGILE WAYS OF WORKING WITH MARK HOPLAMAZIAN

On July 27th, our colleagues came together for an exciting and informative session with our CEO, Mark Hoplamazian – a company-wide learning experience that brought together colleagues from Hyatt and ALG around the world to learn how we can individually and collectively drive change throughout the organization.

As we continue our transformative growth journey, we remain focused on becoming a more agile, efficient, and innovative organization.

During the session, our CEO Mark Hoplamazian and our colleagues discussed topics such as:

• What it means to adopt agile ways of working.

• Behaviors that will enable us to better meet the needs of our guests, World of Hyatt members, customers, owners, and colleagues.

• Examples of how Hyatt colleagues have embraced agile ways of working to innovate with confidence, drive business outcomes, and enhance team care.

To assist colleagues in adopting an agile mindset, it’s crucial to understand each of the core behaviors that make up agile ways of working. Many people are familiar with the phrase “Test and Learn” and likely already apply it in their work regularly. Test and learn is one of the agile ways of working and is formally defined as conducting rapid experiments to enable quick feedback loops; this provides data to help us make informed decisions and change direction as needed.

Stay tuned in the coming weeks as we share more content and resources on agile ways of working.

Listen to Hyatt leaders speak about their excitement to introduce our new ways of working in the following video:

DISABILITY PRIDE MONTH

July is recognized as Disability Pride Month worldwide. The term “disability” refers to the interaction between individuals with a health condition and personal and environmental factors, according to the World Health Organization (WHO).

Disabilities do not discriminate based on culture, gender, religion, nationality, or socioeconomic background. The Centers for Disease Control and Prevention (CDC) estimate that 1 in 4 people in the United States, which is over 80 million people, live with a disability that impacts their daily lives. In Europe, an estimated 135 million people live with a disability, while the estimation for Africa is around 80 million people.

These numbers are enlightening and emphasize the importance of raising awareness about this significant segment of society.

Not all disabilities are visible externally.

There are many intellectual, physical, sensory, and mental health conditions. However, many people have hidden disabilities that encompass a wide range of challenges, such as chronic pain, gastrointestinal disorders, anxiety, diabetes, arthritis, and many more.

Being aware that not all disabilities are visible helps us create a more sensitive, inclusive, and empathetic workplace. Not knowing about someone’s disability is not an excuse for offensive behavior or actions.

Fortunately, Disability Pride Month serves to raise awareness and celebrate the diversity and uniqueness of the disabled community, while also commemorating the passing of the Americans with Disabilities Act (ADA) in July 1990. This historic legislation prohibits discrimination against individuals with disabilities.

Let Disability Pride Month provide us with the opportunity to uplift our friends, coworkers, family members, acquaintances, and others with disabilities, celebrating their significant contributions to society and acknowledging their strength.

VOLUNTEERING IN NAYARIT

In the month of July, we embodied the value of well-being by supporting our communities. This time, our colleagues from Nayarit took part in a volunteering initiative, collecting school supplies for the Benito Juárez elementary school in the village of Las Lomas, Nayarit.

The Puerto Vallarta team gathered notebooks, pencils, pens, sharpeners, and other basic elementary school supplies. Additionally, we joined Dreams Bahia Mita Hotel for the students’ graduation party. Undoubtedly, it was a very special activity as it gave us the opportunity to interact with them. We appreciate the presence of two representatives from our team, Gabriela Danaeh Perdigon, Hotel Customer Service Representative, and Carlos Castrejon, Airport Customer Service Representative.

NEW COLLEAGUE EXPERIENCE LAUNCH

With the goal of standardizing onboarding processes across all destinations, with excitement and high participation, the launch of the New Colleague Experience program took place on July 18th at the Cancún UNO facilities. During this event, leaders from various departments learned about the essential resources of this initiative, which continues to unify communication and collaboration between teams.

Some of the benefits provided by the New Colleague Experience are:

• Providing a welcome even before the colleague’s first day

• Reducing turnover rates in the early months of the new colleague’s tenure

• Decreasing the learning curve and achieving a smoother adaptation process

• Setting objectives from the early days

Several support resources were introduced to provide exceptional welcomes to the new leader, such as:

• Welcome letter to the process (for the hiring leader)

• Welcome card (for the new colleague)

• New Colleague checklist

• Leader’s checklist

• Navigation guide for regulatory courses in My Learning

• 30- and 60-day objectives & Feedback Model

• NPS evaluation on the 1st day /

• NPS evaluation at 60 days in the company

Furthermore, our leaders engaged in interactive survey activities based on the previously presented information. They committed to collaborating across departments and contributing to the creation of a lasting experience in the professional and personal lives of our new colleagues.

Subsequently, we shared this project with the representatives from our various destinations in Mexico and the Caribbean. The collaboration of all of us is crucial for the success of this implementation and for creating an unforgettable welcome experience for our new colleagues.

This experience is designed to be filled with learning and meaningful moments, always assisting them in reaching their best potential.

Finally, the progress of this implementation will be tracked using the Net Promoter Score (NPS), from the new colleague’s first day at Amstar until 60 days after their start date.

Thanks to the entire Human Resources team for their dedication and to all the leaders for their willingness and incredible contributions.

NICOYA ANNEXATION EVENT

The annexation of the Nicoya Partido to Costa Rica is an event of great significance that continues to resonate in the lives of Costa Ricans, particularly in the soul of Guanacaste. La Cruz and Liberia, along with the Nicoya Peninsula encompassing Carrillo, Santa Cruz, Nicoya, Hojancha, Nandayure, and the Southern Region, including Lepanto, Paquera, Cobano, Isla Chira, the Gulf of Nicoya, and other islands, are the gift that Costa Rica received in 1824, a source of immense pride today.

For this reason, in the month of July, our colleagues from Costa Rica organized an activity to commemorate this important date. The event was orchestrated by our beloved Ingrid Sanchez, who, with her excellent organizational skills, dedication, and love, created the perfect atmosphere for socializing and integration.

AMSTAR RECEIVES

TRIPADVISOR TRAVELERS CHOICE 2023

We are thrilled to share that we have been recognized as winners of the Tripadvisor® Travelers’ Choice® 2023 award for the Mexican Caribbean, Jamaica, and Costa Rica.

This prestigious award celebrates companies that have consistently received excellent traveler reviews on Tripadvisor over the past 12 months, placing these winners in the top 10% of all Tripadvisor listings worldwide.

Congratulations to the incredible destination teams for this outstanding recognition. Your passion, dedication, and service truly exemplify our values and purpose of creating unforgettable experiences for our clients, ensuring fantastic vacations.

IN A WORLD WHERE YOU CAN BE ANYTHING, BE KIND

VISIT OF OUR PRESIDENT

RAY SNISKY

Last week, our colleagues received the pleasant visit of our President, Ray Snisky, at the corporate offices in Cancun, Mexico. Accompanied by the Amstar leadership team, he toured the facilities, warmly greeting and interacting with colleagues from various departments.

During his visit, our President shared valuable insights and group achievements, highlighting the significant role Amstar plays in enhancing the overall guest experience of ALG (Apple Leisure Group)

He also took the time to recognize the remarkable efforts of our colleagues who tirelessly work to fulfill our guests’ vacation dreams. Furthermore, he shared his thoughts on the upcoming year and answered questions from the enthusiastic crowd.

JAMAICA TOURISM BOARD SHOWS ON THE ROAD

Maintaining contact with our partners has always been a priority at Amstar. In the past month, Rossy Rodriguez has visited several cities in Texas in connection with the JTB Expos. These exhibitions focused on Jamaica provide a great opportunity to engage, share our latest updates, and receive valuable insights that help us enhance our services.

CELEBRATING FATHER’S DAY IN THE DOMINICAN REPUBLIC!

Family is at the core of our company culture.

With many smiles and lovely gestures, our team in the Dominican Republic celebrated Father’s Day. We appreciate their love for the company, and their dedication to both work and family serves as inspiration for all of us.

IGS BEST OF RIVIERA MAYA FAM TRIP CO-ORGANIZED BY AMSTAR

We provided transfers and tours for the prestigious “IGS-International Group Sales: Best of Riviera Maya” Fam Trip. Our dedicated M&E team organized an unforgettable journey, guiding attendees to explore the top properties for groups from the Hyatt Inclusive Collection. As part of the experience, the team also arranged incredible excursions to showcase the best of this stunning destination.

CLOSURE OF THE “PLASTIC CAPS COLLECTION” CONTEST IN COSTA RICA - OSTIONAL NATIONAL WILDLIFE REFUGE PROJECT

We are pleased to share with all our Amstar colleagues that in the month of July, the “Donatapa” contest concluded. We actively participated in support of the “Ostional National Wildlife Refuge” project, which aims to create an accessible boardwalk for people with limited mobility to experience and witness sea turtle arrivals.

This is a project where all our colleagues in Costa Rica have come together, and it’s a source of pride to see how small actions can make a big difference.

Below, we want to introduce you to our winners of the plastic caps collection contest. Thank you for your commitment to our communities!

A DAY WITH... AMSTAR COZUMEL

Department Objective:

To represent Amstar DMC in the destination, playing a vital role in the company’s success. Through local market knowledge and relationship-building capabilities, we assist the company in achieving its objectives for the Mexican Caribbean.

Departments/Contact Areas:

We collaborate closely with the Human Resources, Operations, Reservations, Customer Service, Sales, Special Services, and ALG Shared Services departments.

Team Description:

Passionate colleagues

A customer service team proud of their work and dedicated to providing the best possible experience to customers

Team Members:

Irving Aguilar

Luisa Abarca

Karla Colin Destination Managert Customer Service Supervisor Hotel Customer Service

Fidel Eusebio May

Miguel Duran

Arturo Miranda

Jesus Medina Pat

Vladimir Lopez

Wendy Guemez

Juan Carlos Yah

Cynthia Gonzalez Hotel Customer Service HTL Customer service)

Balam Josue Caballero Hotel Customer Service Airport Customer Service

Paula Hotel Customer Service The Star Stories | 21

Mendoza A day with...

Customer Service

Customer Service

Customer Service

INTERVIEW WITH THE AREA LEADER: IRVING AGUILAR

What has been your journey within the company?

2014-2017: Operations Agent

2017-2021: Airport & Operations Supervisor

2021-Present:Destination Manager

Throughout my journey in the company, I’ve had the opportunity to work on a variety of projects, from developing new products to overseeing and improving existing processes. I’ve also had the privilege to lead a team of talented individuals.

I take pride in my work within the company and feel grateful for the opportunities I’ve been given. I’m confident that I will continue to grow and learn in this role, and I’m excited to see what the future holds.

What does Amstar mean to you?

Amstar means a lot to me and my family. It’s a place where I can use my skills and talents to make a difference in the world while providing well-being for my family. I’m proud of the work we do, and I’m thankful for the opportunities I’ve been given. It’s also a place where I can learn and grow. I’m constantly surrounded by intelligent and passionate people who help me develop my skills.

What is the main strength of the department?

Flexibility and adaptability: We are a young team, composed of flexible and adaptable individuals, which allows us to respond quickly to changes in the market. For example, the team is often quick to adopt new technologies and strategies, helping us stay ahead of the competition.

What are the main challenges the department faces today?

Market Changes: The tourism market is constantly evolving, so we must be prepared to adapt to these changes. For instance, the increase in online bookings has led many clients to consider different transportation options.

What departmental information would be beneficial for all colleagues within the company to know, which would help the department provide better service, achieve its goals, or make a greater impact?

As representatives of Amstar in the destination, it’s important to know that Cozumel is an island ranked as the second largest in Mexico. The destination has an international airport with flights from the United States and Canada, and it’s also connected to the mainland through ferry transportation.

Currently, the team focuses on customer service at hotels and the island’s airport. Soon, most logistical and reservation activities will be centralized at Cancún Uno. This move is intended to generate a greater impact in terms of our customer service.

In Amstar our priority is your personal and professional development, so we put at your disposal our online platform My Learning, where you can have access to our catalog of courses that will help you to be your best version.

FINDING BALANCE WORK-LIFE BALANCE

BY WE EMOTIONALLY CARE

Occupations, commitments, tasks, and other responsibilities often lead us to maintain a pace of work that can sometimes become unsustainable for our personal lives. It’s true that our economic livelihood comes from our work, and our personal life is intertwined with it. However, this doesn’t mean we can’t find a balance and take care of aspects that are crucial for our quality of life.

Our personal life comprises family, hobbies, friendships, health, education, among other things. When we neglect these areas, we focus all our attention on just one part of our life, much like the saying goes: putting all your eggs in one basket.

As individuals, we need to find that balance between our work and personal life, a balance that brings us peace and happiness. A balance where we can nurture each area without neglecting any other.

This is an invitation to reflection and a commitment to ourselves.

What healthy habits can add value to my personal life?

How can we achieve work productivity without compromising quality time with our family?

What’s the best time for me to exercise?

Take care of yourself and others

INCREDIBLE MANGROVES FOREST WONDERS AROUND THE WORLD

On our diverse continents, mangroves make up a part of coastal wetlands. Mangrove trees grow in salty water and have distinct roots that spread above and below the water in thick, muddy soils. In addition to being comparable to forests in their ability to store carbon, which helps combat the climate crisis, they also provide support for human life and a variety of animals and plants living in oceans and rivers.

Unfortunately, mangroves face several threats such as pollution, logging for shrimp farming and palm oil production, and other agricultural activities. It’s estimated that 54% of mangrove loss in various Southeast Asian countries is due to shrimp farming. This is why we must come together for their protection.

Next, we’d like to share some of these wonders from around the world. Here are some of the most diverse coastal forests:

South America / Galápagos Islands

Asia / Sundarbans

Africa / Madagascar

Oceania / Nueva Guinea

North America / Everglades

8 TIPS FOR SUCCESSFUL SUPERMARKET SHOPPING

by DAVID PRITCHARD

In the supermarket, shoppers can choose from over 42,000 products. How do you know which are the best options to take home?

Always make a list

This simple task can help you save time and money while shopping. It’s also a smart measure to prevent you from buying extra snacks or sweets that you might not need.

Have a meal plan!

Choose a convenient day of the week and sit down to create a meal plan for the week. It’s a great way to stay on track with your health goals and helps you formulate your healthy shopping list. This also aids in reducing food waste.

Focus on the store perimeter

Most fresh products, lean proteins, and dairy items are located around the store’s perimeter. Try to stock up on a variety of fruits and vegetables. Limit yourself to whole grains, legumes, nuts, and seeds from the central aisles.

Buy in season

When fruits and vegetables are in season, they are at their peak of flavor. You can also get more seasonal produce at better prices. Tip: Stock up and freeze your favorite fruits and vegetables, such as fresh berries in the summer months.

Read food labels

This is very important. Make sure to not only be aware of serving sizes, sodium content, added sugars, etc., but also the ingredients in the foods you buy. Try to avoid ingredients like high fructose corn syrup, hydrogenated oils, preservatives, and artificial flavors, colors, or sweeteners.

Buy (and eat) the rainbow

Just as dietitians often tell people to fill half their plates with fruits and vegetables, the same goes for shopping. Fill half your basket with fruits and vegetables. Look for a variety of types and colors of produce. Each color has a different and wonderful benefit for your body!

Keep frozen fruits and vegetables at home

They’ll help you on busy days when you need to prepare a quick, easy, and healthy dinner. Frozen fruit is great for adding to smoothies or morning oatmeal.

Look for plant-based proteins

Products like dried beans, lentils, nuts, seeds, and whole grains are inexpensive and very healthy protein options. Consider swapping out some animal proteins for plant-based proteins for greater health benefits.

INCLUSION AS A COMPETENCY

Inclusion as a workplace competency refers to the ability of colleagues and leaders to create and maintain a work environment where all individuals, regardless of their background, gender, race, religion, sexual orientation, or abilities, feel valued, respected, and empowered. It involves recognizing diversity as a strength and promoting equal opportunities for all team members. Some of its main advantages include:

Improved Work Environment: An inclusive environment fosters trust and respect among employees, which in turn reduces tension and enhances the workplace atmosphere. When individuals feel accepted and respected, they are more willing to collaborate, share ideas, and work effectively as a team.

Talent Attraction and Retention: Companies known for their inclusive culture attract a more diverse and talented pool of professionals. This is because candidates seek workplaces that value diversity and offer equal opportunities for growth and professional development.

Stimulates Creativity and Innovation: The diversity of perspectives, experiences, and cultural backgrounds creates a breeding ground for creativity and innovation. When employees feel comfortable expressing their unique ideas, the company benefits from a wider range of solutions and approaches to challenges.

Enhances Business Performance: Los Inclusive teams tend to be more productive and efficient. By encouraging the participation of all employees, the full potential of each individual’s talents is harnessed, resulting in greater productivity and positive outcomes for the company.

Adapting to a Diverse World: In an era where globalization is a reality, inclusion is essential for understanding and meeting the needs of diverse customers and markets. An inclusive workforce can better comprehend a diverse audience and provide products and services tailored to their requirements.

As you can see, inclusion as a competency that everyone in the company should have and develop brings us significant benefits both personally and professionally. Stay tuned for the next edition of the magazine to explore another one of these competencies and their benefits!

Kud s

Margarita Rosado to Alejandro Caceres

I would like to give special recognition to Alejandro Caceres, who demonstrates excellent service attitude, is proactive, and assists all divisions with a big

Alexander John to Stewart Pion

For your effort and dedication to our customers, you are undoubtedly an example of our values. We would like to share the following message with you that we received from one of our travel agents:

“Stewart Pion has been nothing short of amazing. I don’t know what I would do if he wasn’t available for me with last-minute transfer requests. I was hoping you could convey that it has been excellent working with him, and today he saved me from an embarrassing situation. Between his support and the support, we received last fall with our seriously ill client, I won’t hesitate to use Amstar in Punta Cana again.”