PLAYA PULSE
SPRING/SUMMER 2019
INSIDE
FINDING BALANCE AND INNER STRENGTH WITH REGGAELATES
What’s New: IDEAS, PROGRAMS AND PROJECTS THROUGHOUT PLAYA
TACOS, TACOS, EVERYWHERE!
NEW FACES NEW PLACES
#lifeatplaya
Playa. One Family – Eight Brands
NOTE FROM THE CHAIRMAN
BRUCE WARDINSKI
In my travels, I’m often asked what company I work for. In years past, I used to say “Hyatt”—only because it was the easiest way to answer the question. Now when I am asked, I proudly say, “Playa Hotels & Resorts.” Our team of almost 12,000 and growing represents 8 of the world’s best all-inclusive oceanfront brands in the Caribbean and Mexico. A very impressive accomplishment.
Well, this is the company you have helped build.
Playa is Hyatt Zilara, Hyatt Ziva, Turquoize, Hilton All-Inclusive Resorts, Jewel Resorts & Jewel Grande, Panama Jack Resorts and Sanctuary Cap Cana. These well-known brands fiercely guard their reputations. They did not make the decision lightly to choose us, they all had choices. They chose us because we are acknowledged leaders in managing and operating all-inclusive resorts—especially when it comes to our associates. Service from the Heart is not just a slogan for us, it is a way of life for how we treat our guests and each other.
All our resorts are special. All our resorts have an individuality. All our resorts are memorable. Most importantly, all our resorts are tied together by each of you. I am so proud of what we have accomplished together and so excited by what is to come.
This year we will open two completely new resorts—Hyatt Zilara and Hyatt Ziva Cap Cana—and we will continue to upgrade our existing resorts. Lots of work for sure, but our team is, without question, the best.
Our brand partners choose us because of you!
Thank you so much for all you do.
All the best,
Bruce D. Wardinski
Letter from The Publisher
DAYNA BLANK
Welcome to Playa Pulse - Summer Edition! There are a host of topics to talk about as we take on some exciting new challenges.
In just over a year we have grown, expanded our guest accommodations and have welcomed over 7,000 new team members. Impressive too is that despite our dramatic growth, our dedication to providing service from the heart has continued to exceed guest expectations. Importantly, this would not have been possible without the extraordinary effort of the entire Playa team. We have much to be grateful for and so much to look forward to, as we work together in affirming Playa’s position as a global hospitality leader.
#lifeatplaya
As we continue to grow, we want to make sure that everyone has a voice and that Playa Pulse continues to be a way to share interesting stories and photos with the entire Playa family. Please take a moment and share yours by emailing playapulse@playaresorts.com.
Last, I am pleased to be able to share the news that print versions of Playa Pulse are now being made available for this and all future issues at all our resort and office locations! Please pick up a copy and share with your family and friends.
Service From The Heart,
EXECUTIVES:
Chairman and CEO
Bruce Wardinski
Chief Executive Officer
Alex Stadlin
Executive Vice President and Chief Financial Officer
Ryan Hymel
Executive Vice President and Chief Marketing Officer
Kevin Froemming
Executive Vice President and Chief Development Officer
Fernando Mulet
Executive Vice President and General Counsel
Matthew S. Cohen
BOARD OF DIRECTORS:
Bruce Wardinski
Richard Byles
Chuck Floyd
Richard (Rocky) Fried
Gloria Guevara
Daniel J. Hirsch
Hal Stanley Jones
Tom Klein
PLAYA PULSE CONTRIBUTORS:
Antonio Betancourt
Betty Ann Brown
Dedra Brown
Juan Calderon
Cristian Carballo
Wally Dagri
Charmaine Deane
Christopher Froemming
Xavier Fuentes
Alfredo Garcia
Daniela Gomez
SPECIAL THANKS:
Claudia Guerrero
Italia Guerrero
Stephanie Hamilton
Samantha Hardy
Tashelia Harris
Marissa Hicken
Ariana Kazzaz
Adriana López
Myrna Lozano
Conchita Luviano
Alesha McLean
Elizabeth Lieberman
Karl Peterson
Arturo Sarukhan
Christopher Zacca
Nallely Medrano
Perla Mercado
Mario Mihalic
Paola Montas
Adriana Navarrete
Teresa Paredes
Chalile Pryce
Melissa Jocelyn Ramirez
Alberto Romero
Meraly Santana
Amy Zocchi
To Cohort Creative Group for providing creative direction and design for this publication.
Rebecca Bing, Danielle Ford, Carrie Lare, Beverly Roseman
PLAYA pulse
Ask Alex
EMPLOYEE QUESTIONS ANSWERED
BY CHIEF OPERATING OFFICER, ALEX STADLIN
Will there be any new brands introduced to the Playa portfolio?
The development team which is led by Fernando Mulet is always sourcing new opportunities to introduce new brands and new properties into Playa’s portfolio. Standing still is not in our DNA.
Are there any new destinations on the horizon?
This is something we’re excited about. We’re looking at several Caribbean destinations that could be a good fit for Playa in addition to potentially South East Asia down the road.
Are we going to brand the Hilton properties?
Similar to Hyatt Zilara and Hyatt Ziva.
While the change will not be immediate, this is an ongoing effort that we are working toward with the team at Hilton corporate.
How do you help a new employee understand the culture of your organization?
This is easy. We walk the talk so the learn by example.
What advice would you give someone going into a leadership position?
Take care of your team and make sure every individual has a voice. Allow them to grow with you and not be afraid of success because their success is going to be your success.
What is the biggest lesson you’ve learned about Playa in the last year?
This applies to everyone — whether your sitting behind a computer or working at the front desk. Never give up and keep looking for a new horizon. Keep your focus and strive to perfect your trade. This will serve you well, longterm.
What are some key tips that you’d like managers to be aware of at Playa?
Without one another, our combined success would not be possible. It’s a team effort and is founded by the hard work and dedication by the shift associates on-resort.
Have a question regarding hospitality? Want advice? Interested in the direction of the company? Submit your questions for the “Ask Alex” column and have them featured in an upcoming issue.
A+Q
The Importance of Branding
with KEVIN FROEMMING
QUALITY. CREDIBILITY. EXPERIENCE. THESE ARE THREE POINTS
that are key when it comes to establishing a brand presence. People don’t have relationships with products, they identify with brands. Statistics show that brands drive decisions so naturally this was one of the deciding factors in establishing relationships with global leaders Hyatt and Hilton and partnering with lifestyle brand Panama Jack to bring their brand to life through an all-inclusive resort experience. We recently had an opportunity to sit down with Kevin Froemming, Playa’s Executive Vice President and Chief Marketing Officer to discuss the importance of branding and what helps drive the needle in terms of sales.
WHAT ARE THE KEY ASPECTS THAT BRING A BRAND TO LIFE?
It starts with the destination. It’s important to understand the destination that you’re operating in. When you’re creating a marketing concept, you’re creating it around the assets, the destination and how it fits into the destination. Second thing is understanding the attributes that differentiate the product and make it special. If the strength of your resort is having a great private beach that’s focused on tranquility, upscale luxury, and so on, your messaging needs to tie directly with your ability to deliver that experience.
USING PANAMA JACK AS AN EXAMPLE, WHY WAS THIS A BRAND THAT PLAYA HOTELS & RESORTS CHOSE TO PARTNER WITH?
By partnering with Panama Jack, a sun care and lifestyle brand that has been in the market since the 1970s was an attractive option. We were able to take the existing brand and expand on it to create something tangible that guests can interact with and experience firsthand. The brand’s longevity lends itself to having very high customer awareness and generally a positive affinity that aligns well with the destinations in Playa’s portfolio. People associate the name with the beach, happy times, suntan lotion—all things that have a positive connotation. It was through wanting to expand that sun and fun experience into a resort destination that we were able to use the brand as a catalyst to upgrade Gran Caribe and Gran Porto. It helped create a theme, consistency across resorts and a way to separate the 4-star experience from the rest of the Playa portfolio. We have two Panama Jack Resorts today and we’d like to open more in the upcoming years. There will be some consistencies, but each will be unique in its destination.
WHY IS IT THAT PLAYA HOTELS & RESORTS HAS SO MANY DIFFERENT
BRANDS IN ITS PORTFOLIO?
Each brand represents a unique opportunity for Playa. Hyatt was one of our first big wins, we landed an exclusive contract with Hyatt to own and operate the Hyatt all-inclusive resorts, which are at the top end of the 5-star product levels. Therefore, we position the Ziva and Zilara brands as the best of the best in that luxury 5-star opportunity area.
Panama Jack was a way for us to get into the 4-star product with a brand that was tied to a really good lifestyle brand which is at a different price point, has different customers, and is more family oriented.
When the Hilton opportunity came up, Hilton had a tremendous amount of reach in terms of development projects that are out there that are already committed to Hilton. Hiltons reach the 4 ½ star consumer so the two brands do not compete. They are several times larger than Hyatt, so your overall consumer reach and opportunities are different. It’s a little bit of a different product—plus—because we’re so consumer focused, those hundred million Hilton loyalists are generally not also Hyatt loyalists so you’re reaching new customers with those brands. Overtime, I think we will continue to grow the brands in our overall portfolio in addition to growing the brands already in existence. Other hotel companies such as Marriot, Hilton, and Hyatt continue to add brands. What they’re doing is carving out different niches for different things. Sometimes they overlap, but for us, they’re less subtle rather than more specific based on who the customers are that we are going after.
RESORT OPENINGS & UPDATES
HYATT ZILARA and HYATT ZIVA CAP CANA, the resort complex named the “most anticipated resort opening of 2019”, is on track to open this November. The newest resorts for the Hyatt All-Inclusive brands will tout the largest meeting and convention space within the Playa portfolio, a state-of-the-art fitness facility paying homage to Dominican athletes from years past and kid-friendly activities such as the first full-sized waterpark at a Hyatt Ziva or Hyatt Zilara resort.
HILTON LA ROMANA, an adult resort is expected to launch May 31, 2019 with the family resort expected to open December 1, 2019. The resort complex which is currently under renovation is the first of its kind for the Hilton Hotels & Resorts brand and will showcase two side-by-side resorts by the time of completion.
The highly anticipated Sentry Tower at JEWEL GRANDE, the 88-room tower aptly named after the classic palm, has officially opened to rave reviews. The newly designed rooms reflect a contemporary feel with a color palette that complements the design with pops of royal blues and reds. The attention to detail is evident throughout the building’s décor and showcased in the lobby and dining outlets including Orchids, Moonstone and the Sugar Cane Coffee and Ice Cream shop.
PANAMA JACK RESORTS CANCUN and PLAYA DEL CARMEN recently opened their brand-new teen zones
complete with state-of-the-art virtual reality stations. The areas which were specifically built for teens turned out to be a haven for gamers of all ages. The conference facilities at both resorts were recently re-imagined with sustainability in mind.
Cappuccino anyone? The new modernized coffee shop at HILTON PLAYA DEL CARMEN offers a variety of hot and cold beverages including Playa’s renowned Cold Brew in the recently remodeled facility. Next time you’re visiting, be sure to stop by and say hi to beloved baristas Edson De Marco Esquivel and Janeth Cazares.
With a nod to healthy living, HYATT ZIVA LOS CABOS recently opened a new garden offering guests fruit cocktails, water infusions and natural juices in addition to crepes and other healthy options. The new spot is the perfect area for guests to relax and grab a quick bite while taking a break from the pool.
HYATT ZILARA CANCUN launched their new 24-hour lounge, Time Out. Guests love the sports-themed lounge, which is the perfect place to catch a game on one of the many 55” TVs that surround the room. The transformation of the resort continues with the addition of a beach jacuzzi and fire pit on the south side of the property. Further, the resort recently launched new wedding-focused indoor and outdoor event spaces with stunning views of the bay.
HYATT ZIVA CANCUN recently integrated new activities for younger guests, allowing the resort to stay competitive within the market. Updates include the addition of new basketball courts and the integration of culinary-inspired KidZ Club activities including pizza making. Additional updates are anticipated to launch by mid-April and include the build out of a new Teen Zone and rock-climbing wall.
FUN FACT ABOUT FERNANDO:
Fernando Lopez, who is fluent in four languages including Spanish, English, French and Portuguese, is a Six Sigma Green Belt.
FUN FACT ABOUT PEDRO: Pedro Tomas was the 2016 recipient of the CHRIS Rising Star Award, which puts a spotlight on the “future of the tourism industry” since its inception in 2011.
New Faces
A TRANSFORMATIVE YEAR AT PLAYA
MEXICO
PACIFIC OCEAN
JAMAICA
DOMINICAN REPUBLIC CARIBBEAN SEA
GULF OF MEXICO
MEXICO
A native of Mexico City and an active member in the hospitality industry, Fernando Cardoso has been named the General Manager of Hyatt Ziva Puerto Vallarta. Prior to joining the Playa family, Fernando spent the greater part of the last two decades working in management positions throughout Mexico and Latin America.
Manuel Antonio Perez-Apulche has accepted the role of Managing Director and will oversee Hilton Playa del Carmen and Panama Jack Resorts Playa del Carmen. His vast hospitality background ranges from positions in operations and human resources to sales and marketing, with experience in major property improvements and transformations.
Paloma Castañon joined Hyatt Ziva Cancun as the new Director of Sales, effective May 2019. Paloma has an extensive background in MICE and FIT business throughout Mexico and the greater Caribbean.
FUN FACT ABOUT PALOMA
Paloma has worked in every city in Mexico where Playa currently has a presence including Cancun, Playa del Carmen, Los Cabos and Puerto Vallarta.
DOMINICAN REPUBLIC
A career hotelier, Amil Maleck has joined the team as the new General Manager of Sanctuary Cap Cana.
FUN FACT ABOUT AMIL:
Amil is pursuing an MBA in Marketing, Revenue and Tourism Marketing with Ostelea, International University School of Tourism Management in Barcelona.
Meet Dominican Republic native, Pedro Tomás General Manager of the newly rebranded Hilton La Romana resorts. He is currently overseeing full property renovations, including the integration of family-friendly and adults-only concepts scheduled to be completed by the end of 2019.
Sandra Pinedo Neuroliderazgo joined the Playa family as the Regional Director of Human Resources in the Dominican Republic. Sandra’s studies have taken her around the globe earning her a master’s degree in Neurolinguistic Programming as well as several international certifications including strategic management.
FUN FACT ABOUT SANDRA:
Sandra is certified as a Lead Auditor in Occupational Health and Safety, has taught courses and workshops worldwide and has organized symposiums, seminars and conferences relating to human resources for more than 15 years.
SPOTLIGHT
Meet Alex Andrade, the newly appointed Vice President of Operations for Mexico. An award-winning leader with a background in high level operations and the rebranding of existing assets, Alex is responsible for overseeing the operations of all seven resorts within Mexico under the Hyatt Ziva, Hyatt Zilara, Panama Jack Resorts and Hilton All Inclusive flags. Alex is the recipient of several noteworthy accolades throughout his General Manager career including a Travvy Award for the Best All Inclusive General Manager in North America as well as the Hotelier of the Year from the Puerto Rico Tourism Association, the highest hospitality award that can be bestowed by the group. Alex who has dual citizenship in Mexico and the United States has recently moved from Puerto Vallarta to Cancun and is working out of the regional office.
New Places
MEXICO
Carlos Fresco who has worked at Playa since the inception of Hyatt Zilara and Hyatt Ziva Rose Hall in 2014 has earned his way up from Hotel Manager to General Manager across two countries, most recently accepting the role of General Manager of Panama Jack Resorts Playa del Carmen.
FUN FACT ABOUT CARLOS:
Earning a degree from Cornell University in hospitality management, Carlos has worked in all three countries where Playa has a presence throughout his career including The Dominican Republic, Jamaica and Mexico.
DOMINICAN REPUBLIC
Congratulations to Mexico native, Paola Gomez who has been promoted to the position of Director of Sales at Hilton La Romana. Paola has spent the last six years working and learning under Alexandre de Brower and Alfonso Jarquin at Hyatt Ziva and Hyatt Zilara Cancun respectively.
JAMAICA
Alfonso Jarquin recently accepted the role of Managing Director of Operations for Jamaica. Previously Alfonso, who spent years working at Hyatt resorts throughout Mexico, spent the last five years as the General Manager of Hyatt Zilara Cancun, the first adults-only all-inclusive resort to debut under the Hyatt portfolio which launched in 2014.
FUN FACT ABOUT ALFONSO:
Under Alfonso’s watch, Hyatt Zilara Cancun has received the coveted AAA Four Diamond award every year since the opening. We look forward to having him to do the same at Hilton!
“She’s perseverant and a quick learner, the ideal formula for accelerated professional growth. She knows how to not only overcome but ultimately strive in the face of new challenges.”
— What
Alfonso Jarquin had to say about Paola Gomez
INTER-COUNTRY MOVES: MEXICO
Daniel Reyna is known throughout Playa Hotels & Resorts for his dedication to the company’s culture through open forms of communication and the beautifully orchestrated “Welcome to Playa” event series. Daniel has most recently accepted a new role at Playa whereby he will be the Managing Director overseeing the operation of Hyatt Zilara Cancun and Panama Jack Resorts Cancun.
Revered for his creativity and passion for supporting the local community, General Manager Matias Klein has moved back to Hyatt Ziva Los Cabos, a resort where he was once a longtime hotel manager, even prior to the resort bearing its new name.
FUN FACT ABOUT MATIAS:
Matias who is a trained chef received his degree from the Hospitality College in Germany.
Silvestre Vazquez who has been working at Playa for upwards of five years has accepted the role of General Manager at Panama Jack Resorts Cancun. Silvestre will continue to build upon the work previously put in place by Matias and continue to grow the Panama Jack Resorts brand through noteworthy guest experiences.
A FOND FAREWELL
The Director of Sales for Hyatt Ziva Los Cabos, Pilar Alvarado is moving back to her hometown and has accepted the same position at Hyatt Ziva Puerto Vallarta. Beloved by her clients, Pilar will complement the existing team with a wealth of industry knowledge and an extensive background in both leisure and groups sales.
Jorge Soracci has recently been promoted to Hotel Manager for Hilton Playa del Carmen. Jorge previously played the role of Regional Director of Room Operations for Playa Hotels & Resorts where he actively participated in openings, rebranding, hotel takeovers, systems and the development of standard operation procedures.
Martin Vazquez who has been with Playa since the inception of Playa Resorts Management in 2014 has made the move between Hilton and Hyatt and has joined the Hyatt Zilara Cancun team as the Resident Manager. Martin, who has a background in food and beverage, is known for driving positive change through his friendly yet professional approach to hospitality.
JAMAICA
Congratulations to John Miles, longtime Hotel Manager of Jewel Resorts and most recently Hilton Rose Hall has been promoted to General Manager of Jewel Runaway Bay. A native of Jamaica, John’s work ethic and guest-centric background have greatly earned him this achievement.
We also bid a farewell to longtime Playa associates, Lynn de Repentigny, Francisco Silva, Antonio Machain and German Martinez. We deeply appreciate and gratefully acknowledge your years of hard work, dedication and leadership. Thank you for all that you have done and all you have taught us. We wish you happiness and good health in the next chapter of your journeys. Here’s a look back on the last six years of dedication and mentorship.
In Loving Memory
Adrian Rodriguez SALES DIRECTOR, MEXICO
1987-2019
It’s very sad when you lose a professional colleague, much worse when that colleague is your beloved friend, too. Rest in peace, dear Adrian, we will miss your creativity, dedication, energy and commitment you showed on a daily basis. We will miss your fellowship, your humor and irony, your love for life. You’re gone too soon but we are sure that somewhere, you are sitting on a gorgeous sandy beach, making Instagram stories, and smiling at us.
Written by Wally Dagri on the behalf of all Playa associates
WHAT’S NEW:
IDEAS, PROGRAMS, PROJECTS THROUGHOUT PLAYA RESORTS
THE UPDATES BELOW SHOWCASE THE CHARACTERISTICS THAT DEFINE ASSOCIATES THROUGH NEW INITIATIVES, OUT OF THE BOX THINKING AND BEST PRACTICES COMPANYWIDE
Sustainability
Green Globe Certification
The Green Globe certification is a rigorous process which assesses the sustainability practices in place on resort. To obtain certification, resorts must pass 44 different core criteria—no small feat for any team and certainly something to be proud of. Hyatt Ziva Cancun, Hyatt Zilara & Hyatt Ziva Rose Hall, Hilton Playa del Carmen and Panama Jack Playa del Carmen have secured their 2018 certifications. Hyatt Zilara Cancun, Hyatt Ziva Los Cabos, Hyatt Ziva Puerto Vallarta and Panama Jack Resorts Cancun are currently undergoing recertification with anticipated completion before the end of the year and the rest of the properties are soon to follow suit.
Beach Clean Up
During a recent beach clean-up at Panama Jack Resorts Playa del Carmen, associates and guests discovered an entangled turtle that washed upon shore and was overtaken by sargassum, which has increasingly posed a problem within the region this past year. Thanks to the efforts of the associates and the caring guests, the turtle’s flippers were freed, and he was safely returned to his natural habitat. Many thanks to General Manager Silvestre Vazquez for his caring nature and to guests Tony and Magda Gargiulo for dedicating the time during their recent stay to make a difference.
Eco-Friendly Resort
Recognized as an eco-friendly resort, the Green Globe certified Hyatt Ziva Los Cabos recently launched a satellite-tracking project on the sands of San Jose del Cabo, where a satellite transmitter was attached to an adult female Olive Ridley Sea Turtle, affectionately named “Ziva”. The financial expenditure to support the project was obtained from the sale of recyclable materials gathered on resort. The creative approach was vital as without it, the effort would not have been possible. Not only has “Ziva” become an unofficial member of the family, the tracking has been instrumental in learning more about turtle biology and migratory routes of the species.
The Kind Effect
Panama Jack Resorts Cancun recently collaborated with travel photographer Megan Snedden to drive awareness for the efforts they put forth in the community. The influencer, who supports the acts of kindness movement through a video series entitled The Kind Effect, helped support two key projects during her visit: the Melipona Maya Foundation in Tulum as well as a local non-profit organization Casa Nissi. The trips resulted in a donation of bed linens, necessities and diapers in addition to a birthday celebration with cake, muffins and fruit. The goal of the trip was to not only donate but to spend quality time with the residents. The day commenced with music, dancing, board games and pleasant conversations to make the day more engaging. To learn more, watch the video at https://youtu.be/Dai-mVakS_U
Youth Programs
The non-profit organization YCI continues to create solutions to inspire youth through employment opportunities. As proven evident by the most recent graduating class at Hyatt Ziva Los Cabos, it truly impacts the lives of the youth while showing them their potential growth for the future. Having them walk across the stage and seeing their family so grateful for this opportunity that was granted to them is a feeling that can’t be replaced. Congratulations to:
Leslie Lorenia Hernandez Zuñiga, Yenifer Esmeralda Martinez Ojeda, Brian Joshua Mendoza Platas, Martha Lizbeth Otero Vanegas and Alondra Perez Hernandez
Creativity
Hyatt Zilara & Hyatt Ziva Rose Hall have taken fitness to an entirely new level. Led by Entertainment Director Maria Fernanda, the resorts have become the first in the Caribbean to offer Aqua Pole Dancing and Aqua Boxing as formalized activities for guests to enjoy on resort. Additional activities which are new to the Playa collection include TRX and barre classes.
Ever hear of International Pillow Fight Day? It’s a real thing and on April 6, 2019, it was trending on social media! The team at Hyatt Ziva Puerto Vallarta took this day as an opportunity for associates to have a bit of fun throughout the day as playful pillow fights ensued. Shown: Jonathan Josue Avalos Garcia who was a great sport!
Hyatt Ziva Cancun is taking its activities program to the “Back of the House”. During the Hyatt Ziva Cancun “Back of The House” Tour, guests can learn about the hygiene and food safety standards. Some of the areas that the tour highlights are the microbrewery, storage rooms, pastry shop and even the kitchens! This is a great way to show guests the hard work and dedication that the staff puts into everything that makes their vacation. The KidZ Club program has also launched another new activity where little guest can become “chefs” for the afternoon with pizza making classes.
In support of continuing education, five associates employed by Hyatt Ziva Los Cabos recently graduated with their high school diplomas as part of the scholarship program on property. Congratulations on this achievement! As shown: Rubita Perez Rivera and Maria de Los Angeles Hernandez Jaime
The food and beverage department at Hyatt Ziva Puerto Vallarta most recently launched a lunchtime snack initiative called “Momentos Wow” where they deliver unique food, drinks or quick service snacks to guests lounging throughout the afternoon. The stand located poolside provides the F&B team with a creative outlet to engage with guests while offering them another dining option outside of the traditional outlets located on property. The options include crazy coconuts, burgers, tacos, micheladas, and spicy margaritas.
Wellbeing
The MoBay City Run took place on Sunday, May 5, 2019 in the heart of Montego Bay. Starting at the Old Hospital Park through Sam Sharpe Square, the route takes participants on a scenic tour of historic Montego Bay. The run supports several academic beneficiaries including the Sam Sharpe Teachers’ College, University of Technology, Jamaica, Montego Bay Community College and the University of the West Indies, Western Jamaica Campus. The event showcased one hotel company with several teams coming together as one.
World Water Day was celebrated at Jewel Grande with a variety of water challenges throughout the day. It was the place to be as associates showed off a variety of quirky and fun skills!
As part of the continued dedication to promoting the overall wellbeing of our associates, Hilton Rose Hall rolled out a 3K walk / run this past February. A total of thirty associates from every department participated and were supported by onlookers during the event. The resort also launched a similar event in conjunction with residents of the Refuge of Hope this past March.
The Sagicor Sigma Corporate Run was designed to inspire fun and fitness among Jamaica’s business community as well as give back to organizations in need. Since its inception in 1999, the run has become the largest in the Caribbean, raising more than 350 million dollars in donations for over 30 beneficiaries. Associates from Jewel Resorts and Hilton Rose Hall participated with six members of the Jewel Dunn’s River team ranking among the top out of the 27,000 participants. Further, the Jewel Resorts/Hilton Rose Hall team took home the title of “Best Corporate Team” in the men’s category.
Congratulations to the following Jewel Dunn’s River associates on their recent accolades!
Female
1st Place: Tamara Winkle
4th Place: Novelette Pottinger
5th Place: Njain Folkes
Male
1st Place: Demar Lawrence
3rd Place: Jamar Whittaker
4th Place: Corey Clarke
Wellbeing is more than just a day at the spa or turning off your cell phone after walking in the door. The associates throughout Playa Resorts properties prove this on an ongoing basis by participating in events that strengthen one’s mind including netball, football (soccer) and game nights during off-hours.
Shown: Jewel Paradise Cove women’s team following a game of netball
Culture & Workplace Pride
Playa Hotels & Resorts Sales & Marketing team recently outgrew its current office and have opened another office in the same complex. As shown, Alex Stadlin, Chief Operations Officer made remarks at the recent ribbon cutting ceremony marking the occasion.
Playa Hotels & Resorts was named a top workplace by the South Florida Sun Sentinel for the third consecutive year. Playa, the top publicly traded company in the small business category, was among the distinguished list of recipients spanning a diverse range of industries. The awards, which are solely determined by employee feedback and collected through a third-party research firm, speaks to Playa’s continued dedication to building a dynamic and supportive company culture.
Senior Director of Sales, Andrea Wright’s two children, affectionately known at Playa as “The Wright Brothers” presented at MASTS 50th anniversary celebration in Chicago on Saturday April 13. With 500 travel agents in attendance, there’s no doubt Playa stole the show!
Playa Hotels & Resorts was named among the top 5 places to work by Expansion magazine, a highly regarded top-tier publication in Mexico. The accolade was awarded due to the strength of the organization’s company culture throughout the country. Securing the #2 placement among hospitality companies is a tremendous accomplishment for such a young company and something to be proud of.
Social Responsibility
SUPPORTING OUR LOCAL COMMUNITIES
Rebuilding was the theme during JEWEL RUNAWAY BAY’S volunteer efforts throughout the first quarter of 2019. Deandra McLean Lowe, an associate who works in housekeeping, knew of an 84-year-old local woman named Mrs. Scott Whites from the Parish of St. Ann whose house burnt down in a fire last January. The woman, who did not have a family or a support system needed help. Although a tremendous undertaking, the property took on the role of Mrs. White’s support system and began rebuilding a bathroom, bedroom and veranda. The project, which is anticipated to be complete by June of this year will give Mrs. White a proper home once again.
With continued dedication to supporting the local community and its members, the team at JEWEL DUNN’S RIVER worked to improve the living conditions of a resident within their community. Mrs. Gaynor, an 87-year-old widow who lives alone had a house with an infrastructure in horrible condition. The team rebuilt and painted the structure while adding a kitchen and bathroom. They also donated used furniture and linens among other supplies to help support the elderly woman.
Traditionally, Valentine’s Day is a time where loved ones exchange romantic gifts to show their appreciation for one
another. Similarly, JEWEL PARADISE COVE spread love throughout their greater community. During Valentine’s week, Jewel Paradise Cove associates dedicated time to sharing random acts of love and thoughtfulness by driving through the community and providing care packages to those in need. The packages which included meals, clothing and linens that were donated by associates were much welcomed and appreciated. The associates of Jewel Paradise Cove also dedicated time to restoring Salem Basic School. The project included general landscaping, the creation of a vegetable garden, an update of
at the heart of Playa
the bathroom facilities and painting the exterior of the building, gate and play areas. Though hard work, a fun day was had by all.
The associates at HILTON ROSE HALL dedicate time and resources to support Refuge of Hope, an organization that provides housing and care for the homeless, on an ongoing basis. This organization’s goal is to rehabilitate the clients, equipping them with skills needed to survive on their own and make a positive contribution to society. The project, which is turnkey, also provides an opportunity to identify residents who are mentally and physically capable of potential long-term employment at the resort. During this most recent visit, the associates of Hilton Rose Hall provided non-perishable food items, clothing and hot meals for the residents. The associates also provide salon services, giving the residents a makeover.
The Jewel Grande team recently joined HYATT ZILARA & HYATT ZIVA ROSE HALL associates in the fun at Granville All Age School. Since the project’s inception in
late 2015, the resorts have done a tremendous job at reviving the school and the surrounding area through several robust initiatives. Most recently, associates provided six containers (retrieved from the laundry department through their reuse program) to be used as garbage and recycle receptacles. Further, they continue to help maintain the farm, most recently by sowing the land to grow cabbage, bok choi and peppers. Together with the students and teachers, the teams helped decorate the bins as part of the effort to teach the students how their personal actions can affect their local community.
PROTECTING THE EARTH
Beach cleaning is a priority for most teams on resort. Most recently, HYATT ZILARA CANCUN and the Florida-based PLAYA RESORTS CORPORATE team took part in deep beach cleanings to support Green Beach and ensure that the environment in which we live continues to thrive.
Fact: About 112.5 million blood donations are collected worldwide with more than half collected from high-income countries, home to 19% of the world’s population. Despite the stats and the benefits, Mexico still has almost no altruistic blood donation culture with a blood donation rate of 2.7%, according to the EFE Agency. A blood donation campaign was launched at PANAMA JACK RESORTS CANCUN to raise awareness for the situation as well as the problems it can potentially cause. The campaign, which was the first of many, was launched by Panama Jack Resorts Cancun and Hyatt Zilara Cancun associates and resulted in an increase in blood donations thanks to caring participants.
Over 350 associates of HYATT ZIVA CANCUN took part in community service initiatives throughout the month of March. The efforts which spanned the reforestation of a local preschool, the donation of hygiene and personal care
items to the nonprofit organization “Recycle Your Clothes”, a contribution to the Kodomo Foundation, an institute dedicated to people with autism, and a donation of school supplies and materials to the local elementary school Alfredo V. Bonfil. Through the campaign “Todos somos útiles” (We are all useful), associates had an opportunity to support students with the goal of helping foster creativity and future talents.
PANAMA JACK RESORTS PLAYA DEL CARMEN celebrated Earth Day by driving awareness to their Organic Garden that is cultivated on resort. Guests who took part in the celebration had an opportunity to enjoy a special organic dinner to mark the occasion which featured organic ingredients including freshly caught fish, locally sourced vegetables and non-GMO beef. The kids, who are known for pickier palates, had an opportunity to celebrate by making crafts of recyclable materials.
Earth Hour this year took place on March 30th. The hour is meant to be used as a time for individuals to reflect on the amount of power they use in their lives daily. During the same timeframe, individuals are encouraged to “go dark” by turning off all non-essential lights.
HILTON PLAYA DEL CARMEN hosted events consisting of “Plant your plant”
and “Leave your footprint not your trash” throughout the day. During the evening, a showcase of the activities was presented in the form of a video on the large screen.
Earth Day was celebrated in the Dominican Republic at SANCTUARY CAP CANA as guests joined associates to help preserve the environment by planting trees and creating gardens throughout the resort.
JEWEL DUNN’S RIVER placed an emphasis on protecting an endangered species in support of Earth Day— coral reefs. Associates used snorkeling equipment borrowed from the resort as well as free diving techniques to clean the water and the reefs in close proximity to the resort.
Together with our younger guests, associates of HYATT ZIVA PUERTO VALLARTA took part in cleaning up the jungle that is adjacent to the resort. The activity turned the removal of trash into an interactive, educational activity.
COMPETITION
To further support Earth Day, HILTON PLAYA DEL CARMEN and PANAMA JACK RESORTS PLAYA DEL CARMEN associates took part in three challenges that also help support some scary facts about how our actions impact the greater ecosystem.
#NOMEATDAY
Do not eat meat for a day. WHY? 15,500 liters of water are needed to produce a kilo of meat.
#PLASTICFREEDAY
WHY? 100 million tons of plastic pollute our earth each year.
#NOEMISSIONS
WHY? Urban transport is the cause of 30% of all CO2 emissions
INSTEAD: Car pool or use public transportation.
ILa Casa
A PROJECT BORN FROM THE GENUINE DESIRE TO TRANSFORM SOMEONE’S LIFE.
N 2017, HILTON LA ROMANA ASSOCIATES
knew they wanted to make a difference within the community starting from within. The goal? Impact the lives of those associates who put forth a dedicated effort with quality service daily. In partnership with human resources, union workers and third-party suppliers, the resort’s management team established a program titled “La Casa Playa” where executives provide fully furnished housing for deserving associates.
Now in its third year, the program is open to associates who have been employed at the resort for three or more years. After completing a rigorous vetting process including a submission that tells the associate’s story, a recipient is announced during an on-property ceremony and within less than a year, they receive a home built from the ground up. The program which celebrates commitment, responsibility, loyalty and flawless behavior not only impacts the local community but also provides hope for the future in a caring and nurturing way.
Associates who have been recipients of this program in the past include Mrs. Meris Olivero and Mrs. Damaris Colen, both from Housekeeping.
SUBMISSION GUIDELINES:
Have more than three years working on resort
No violations in their personnel file
Ownership of a parcel of land inclusive of property title or act of purchase / sale
Not having a home, purchased under their name, in the past
Photos shown are from other Playa-owned properties that are managed through a third-party
TRIPADVISOR CURRENT STANDINGS
TRIPADVISOR, THE POPULAR WEBSITE WHICH WAS FOUNDED 19
years ago, has undeniably become the “go-to” online location for potential guests planning their upcoming vacations. The tweener website, often considered a cross between an OTA and a social media platform, is a major player and key influencer in the world of travel. From destination research to hotel reviews, the website prides itself on fair reviews, relying on guest feedback to curate resort rankings and ultimately drive the potential guest’s decision-making process. As a result, the amount of information available in real time has changed the way we look at guest feedback as well as escalations. Whether you are a fan or foe, one thing stands true. The site is the top ranked website in the travel and tourism industry and is ranked #193 globally with 135.36 million people visiting the website monthly as a main source for planning their upcoming getaway.
Current TripAdvisor Rankings
RANKINGS EFFECTIVE: MAY 1, 2019
EMPLOYEE SPOTLIGHT
Andrea Couttenye Attorney, Playa Hotels & Resorts
BOTSHABELO WAS FOUNDED ALMOST 30 YEARS AGO BY CON AND MARION CLOETE WHO, TOGETHER WITH THEIR DAUGHTERS NICOLE AND LEIGH, RUN ITS DAY-TO-DAY OPERATION.
Andrea Couttenye’s life changed in May 2016 during a trip to South Africa where she learned about the Botshabelo Community Development Trust, which runs an orphanage, a school, and a small medical clinic outside of Johannesburg.
Touched by the efforts of the founders and by the children living at the orphanage, Andrea, a Playa Hotels & Resorts’ attorney based in Fairfax, Virginia, has dedicated her personal time as well as her VTO (volunteer time off) days in subsequent trips to South Africa in 2018 and 2019 to support Botshabelo’s main purpose of giving rural AIDS and economic orphans a home, an education and a chance at a better life. No small feat for a country that has faced an AIDS epidemic and deep economic disparities for years.
Thanks in large part to the generous contributions and support of her colleagues at Playa Hotels & Resorts’ office in Virginia, Andrea has been able to complete several noteworthy efforts for Botshabelo including:
• The purchase, collection and distribution of 500 lbs. of new and gently used clothing
• The purchase and distribution of 80 blankets
• The purchase and distribution of 60 double desks, 40 chairs
and school supplies for the 250 children who attend the school
• The administration of deworming medication to the kids In addition to donations, Andrea and her family have spent time at the orphanage teaching basic trade skills such as sewing and mending. Knowing that little touches also go a long way, she hosted a movie night and prepared hot chocolate from scratch (a special treat for the children who almost never have milk) on a cool autumn evening.
Through the project, Andrea believes that she has found her greater purpose to serve and make a difference through instilling practical skills to communities less fortunate.
“I’m incredibly grateful to Playa for the opportunity to engage in more volunteering opportunities but, most importantly, for inspiring us—by the example set at the top—to make a difference, even if small, in the lives of those much less fortunate than us. I’m very proud to be part of the Playa family and of the values it holds dear.”
Andrea’s story is an exemplary example of an associate living Playa’s values throughout everyday life. A sincere thank you to Andrea and her family for spreading Service From The Heart at a global level.
to Children in South Africa
“I’m incredibly grateful to Playa for not only allowing us all the opportunity to pursue our dreams but, most importantly, for instilling in us— by example— the importance to make a difference, even if small, in the communities where we live and in the lives of those much less fortunate than us. I’m very proud to be part of the Playa family and of the values it holds dear.”
EMPLOYEE SPOTLIGHT
An Unbelievable Tale of Friendship
Freddie Marsh & Anna Maria
As seen in Travel Pulse Canada.
Written by Marsha Mowers, Director of Content Management
for Travel Pulse Canada
WHEN PLAYA’S BUSINESS DEVELOPMENT MANAGER, FREDDIE MARSH WENT TO RESCUE HIS DOG 10 YEARS AGO, HE HAD NO IDEA HOW LIFE-CHANGING IT WOULD BE. IT WAS THROUGH THE BOSTON TERRIER RESCUE CANADA HE MET COORDINATOR ANNA MARIA WHO WOULD BECOME ONE OF HIS DEAREST FRIENDS AND ULTIMATELY, WOULD RECEIVE ONE OF HIS KIDNEYS.
There are currently 669 people on the transplant waitlist in BC. In May 2015, Freddie donated a kidney to Anna Maria at Vancouver General Hospital, a process that started about a year prior, after he learned she was on dialysis.
“We were out for lunch and her health was at a point where it was getting critical. I learned she was A- and looking for a donor and I thought my partner was the same type, so I said, ‘Dave could do that’. I’m always volunteering him for things,” he says with a chuckle. “Turns out, he’s not A- but I am, and I was so glad to be able to help.”
By his account, his recovery was incredible, he was in minimal pain and only took two weeks off from his position as Western Canada BDM, Playa Hotels & Resorts, a company he said was “unbelievably amazing” to him throughout the ordeal. He returned to work part time, even attending the WestJet Travel Expo that year, just two weeks after the surgery and was fully back to normal only a month later.
Anna Maria immediately felt better after the surgery Freddie says, and within a day or two she said she felt better than she ever had and only a few weeks later, she was riding a bike. “She would call me randomly, just to say thank you, and
I remember this one particular time she called me from her kitchen where she was cooking and dancing. She wasn’t able to do that before, to live such a normal life.”
Unfortunately, only one year after the transplant, Anna Maria passed away, due to an underlying condition that was unrelated to her kidney disease or transplant. Asked if he regretted the surgery, Freddie says “Absolutely not. She was able to live a completely normal life for that year and that makes me very happy.”
ONE PERSON CAN START A CHAIN REACTION
Freddie’s story doesn’t end there. He’s become an advocate for organ donation in BC where he will be speaking to community groups and doing outreach to help raise awareness of organ and blood donation registry. Organ donation has also been in the spotlight the past year after the horrific Humboldt Broncos bus crash, in which Logan Boulet’s parents graciously donated their son’s organs and have also become advocates.
AWARENESS IS ALREADY HELPING
About a year ago, Freddie was contacted by a Winnipeg Travel Agent, a friend and client he’d worked with for years. She was starting dialysis and in a similar situation to Anna Maria.
He told her she needed to get the word out and he helped spread the word through his monthly newsletter. A retired travel agent in BC has come forward to help. They didn’t know each other beforehand, it was more of “one of our own needing help” and the two are currently going through the process to make sure they’re a fit. That’s exactly the type of awareness Freddie is hoping to spread.
“It’s definitely a process, there are a lot of tests to go through and it’s been shown that people who donate actually have longer life spans because of all the rigorous testing. But it’s easy and there’s minimal change in your life afterwards. Anna Maria had a big love of animals and had saved countless dogs in her life through the rescue. How fitting was it that same love helped her?”
FIND BALANCE AND INNER STRENGTH WITH Reggaelates
REGGAELATES IS MORE THAN EXERCISE, IT IS A STATE OF BODY AND MIND. A FUSION OF MUSIC AND ENERGY...THE VIBES COME FROM WITHIN THE CORE OF THE BODY. IT’S A REGGAELUTION!
Reggaelates, created by Spa Director Sienna Creasy, is a trademarked form of fitness that combines the discipline and endurance of Pilates with the spiritual practice of yoga to integrate a fusion of movement to reggae, hip hop and dancehall music. Affectionately called a Zen Rebel, Sienna found her purpose when serving in the Peace Corps in Bangladesh in 2005 and again in Jamaica from 2006 to 2008. Since then, she’s been teaching yoga continuing the Prana Flow lineage with her teacher Shiva Rea. She’s led workshops throughout Jamaica and around the globe including classes at Kripaluand Esalen
Institute as well as at festivals such as Wanderlust and the BaliSpirit Festival. Her travels and desire for expanding her knowledge as a teacher and healer brought her to both Thailand and India to study Thai Yoga Massage, Reflexology and Ayurveda. Since then, she has combined her skills and talents to spread positive experiences through travel tourism in Jamaica where she climbed the ranks to Spa Director at Jewel Resorts and Hilton Rose Hall. Join Sienna on the mat or in the spa during your next visit to Jamaica.
In The News
ARTICLES, AWARDS AND ACCOLADES
HSMAI, the world’s largest and most renowned organization in hospitality marketing, has awarded Playa with two Adrian Awards in the areas of public relations and media advertising for projects relating to the launch of the PANAMA JACK RESORTS brand! Congratulations to the CORPORATE MARKETING & PR TEAM on the noteworthy win.
EXPEDIA, the nation’s largest Online Travel Agent (OTA) has awarded Playa’s sales and marketing team the Latin America Travel Ads Campaign of the Year during Gala Vallarta this past February. Congratulations to FREDDIE MARSH for being named “Top Business Development Manager” by Travel Gurus. Freddie’s counterpart AMANDA MORRIS took home an award with the same title from Flight Centre Canada.
HYATT ZIVA CANCUN was a winner of the seventh annual Spa & Wellness
MexiCaribe awards. The bilingual publication written for industry professionals is the publication which is distributed throughout Mexico and the Caribbean, responsible for the awards.
Playa & Friends, the annual press event, took place on March 14th at Zocalo Hotel in Mexico. The event generated the attention of 30 media outlets interested in learning more about the Playa Hotels & Resorts portfolio.
SANCTUARY CAP CANA hosted a media lunch for media outlets across the United States, Canada, the Caribbean, Latin America and Europe during 2019 the Dominican Annual Tourism Exchange (DATE). The journalists were in awe over the most recent updates to the resort as many had seen the property in years past. Veteran hospitality journalist Ed Wetschler noted, “It was a pleasure to revisit Sanctuary Cap Cana, which PLAYA HOTELS & RESORTS has
Charmaine Deane, Area Director of Marketing and Communications for JEWEL RESORTS and HILTON ROSE
HALL showcasing a #yello2green gift box with Marlene Dacas Afflick. The initiative was launched by Yello, a Caribbean Media Agency that is turning old directories into recyclable materials. The resorts represented are advertising partners.
operated since late 2017. In January, this singular adults-only property officially unveiled a $44 million renovation that includes a more contemporary look to the lobby (e.g. a new fountain in the lobby and a crystal chandelier instead of the old Renaissance one), an upgrade to the restaurants and other public spaces, a new tapas bar and a coffee shop with java that would instantly seduce any tea drinker, private plunge pools for the villa accommodations, and—oh, yeah—two new towers that add 140 keys to the previous 183. Now, I’ll always love the suites in the Castle, which is unlike any other hotel building in the region, but the towers provide a new look for Sanctuary guests: Junior Suites with white furnishings accented with cobalt blue and gold touches for a happy marriage of contemporary design with this resort’s traditional Spanish elegance.”
HYATT ZILARA AND HYATT ZIVA VOTED TOP HOTEL CHAIN IN MEXICO FOR THE SECOND YEAR IN A ROW IN 2018 TRAVEL WEEKLY READERS CHOICE AWARDS!
PLAYA PROPERTIES STRUCK GOLD AT THIS YEAR’S TRAVVY AWARDS WITH A TOTAL OF SEVEN AWARDS SPANNING THREE COUNTRIES. CONGRATULATIONS TO SANCTUARY CAP CANA, HYATT ZILARA CANCUN, HYATT ZILARA ROSE HALL AND JEWEL GRANDE ON THE RECENT WINS!
Best Luxury Hotel/Resort – Caribbean/Bahamas:
Sanctuary Cap Cana – Gold
Best Spa & Wellness Hotel/Resort – Caribbean/Bahamas:
Sanctuary Cap Cana – Gold
Best Hotel Chain - All-Inclusive:
Hyatt Zilara & Hyatt Ziva – Gold
Best All-Inclusive Adult/Couples Resort – Caribbean/Bahamas:
Sanctuary Cap Cana – Silver
Best Spa & Wellness Hotel/Resort – Mexico:
Hyatt Zilara Cancun – Silver
Best All-Inclusive Resort – Honeymoons:
Hyatt Zilara Rose Hall – Silver
Best All-Inclusive Luxury Resort – Caribbean/Bahamas:
Jewel Grande Montego Bay Resort & Spa – Silver
CAP CANA
CELEBRATES 45-MILLION-DOLLAR RENOVATION WITH GRAND REOPENING
Sanctuary Cap Cana was host to dignitaries and industry leaders on Wednesday, April 24 during an intimate ceremony to celebrate the recent 45-million-dollar renovation to Sanctuary Cap Cana.
Dominican Republic President, Danilo Media was joined at the event by Francisco Martínez, owner of Sanctuary Cap Cana; Bruce Wardinski, Playa Hotels & Resorts Chairman; and Abraham Hazoury, Ricardo Hazoury and Fernando Hazoury of the Cap Cana Board of Directors. Other dignitaries, government officials and leaders in the hospitality industry were also in attendance.
Congratulations to the entire team at Sanctuary Cap Cana on this major stepping stone in the resort’s history and for executing a beautiful and successful event.
“When we began planning the expansion of Sanctuary Cap Cana, we knew we were working off a short timeline. I’m proud to say we were able to open ahead of schedule, completing the updates in just four short months and reopening the doors of this charming yet modern colonial village. I want to thank everyone involved in this project, notably the Hazoury family who have supported global investors in Cap Cana. Partnerships such as this have played a pivotal role in the sustained growth of the tourism sector within the region.”
Francisco Martínez Owner of Sanctuary Cap Cana
“We are thrilled to be able to deliver the vision of what “Sanctuary” means in today’s marketplace. This latest transformation will ensure the property retains its legendary status while introducing a new generation to what a six-star all-inclusive luxury vacation can be. Seeing this iconic resort evolve over time without losing the attributes that resonate with its loyal following is truly something special.”
Bruce Wardinski Playa’s Chairman and Chief Executive Officer
RECAPPING THE 3RD ANNUAL SPOTLIGHT AWARDS
THE WHITE POWDERY BEACHES AND BRIGHT BLUE WATERS OF THE DOMINICAN REPUBLIC WERE IN THE SPOTLIGHT DURING THIS YEAR’S ANNUAL TRAVEL AGENT AWARDS.
DURING THE FOUR-DAY, THREE-NIGHT CELEBRATION, ONE HUNDRED
of Playa’s top-selling travel agents throughout the United States and Canada earned their way to the soirée by outperforming years past and continuing to showcase what the term partnership truly means. The associates of Sanctuary Cap Cana and Hilton La Romana truly wowed the agents and solidified why they should continue to have confidence with booking the beachfront wonderlands.
The Third Annual Spotlight Awards included surprises galore. Agents were delighted to be the first to get a sneak peek of Hyatt Zilara and Hyatt Ziva Cap Cana, the newest resort complex in the Playa portfolio scheduled to open this year! Additional announcements included the launch of AgentCASH+, the new platform that merges the original AgentCASH program with the Aim For The Stars program (that was acquired as a result of the Sagicor merger last June) and a new direct booking program that allows agents to gain Hyatt and Hilton
points for their guests when booking direct through PlayaResorts.com.
The weekend celebration kicked off with a tropical themed welcome party complete with authentic entertainment and cigar rolling followed by an out-ofthis-world site inspection at Hilton La Romana. The inspired day spanned Instagram-worthy wedding setups, opportunities to de-stress with paintball and unique handmade ice cream with out-of-the-box flavors like Coconut and Avocado. At another themed party, agents took a step back in time to the
1980s where heavy metal was all the rage and teased hair and bright neon lights were on trend. The weekend concluded with a James Bond-themed gala where everyone’s successes were celebrated, and top performers were honored in a variety of different categories.
A big thank you goes out to the teams at Sanctuary Cap Cana and Hilton La Romana for a job well done. The time and effort you put forth not only created a buzz for the destination but also brought awareness to how truly special the resorts, and of course the staff, in the region are.
WELCOME TO HILTON LA ROMANA
WHEN A RESORT
joins the Playa portfolio, it’s so much more than an upgrade to the property’s aesthetic. Associates also gain a new extended family—a team that genuinely cares about each other’s wellbeing that extends outside of the perimeter in which we work.
Following the recent brand and operational transitions in La Romana, the Hilton team currently took part in a “Welcome to Playa” event to ensure all 888 associates received a proper warm welcome.
The entire team, including Playa executives, participated in the recent event at Hilton La Romana from January 17 – 19, 2019. During
the three-day series, dynamic and interactive activities took place designed to strengthen the knowledge and understanding of Playa’s philosophy and values. From breaking down barriers between departments to getting to know the executive team, fun was had by all.
The inspiring three days culminated with the creation of the hotel’s mission: “Be authors of experiences and suppliers of happiness, offering a service with determination and love that transforms lives in an integral way”.
A heartfelt welcome to the associates of Hilton La Romana. We look forward to helping support your hotel’s mission and seeing the transformation come to life with the upcoming openings of the family and adult-only resorts.
PLAYA #LIFEATPLAYA
PROFESSIONAL
I
T GOES WITHOUT SAYING THAT BEFORE ASSOCIATES ARE HIRED,
all Playa associates are highly qualified individuals. However, the continued strive for improvement never ends. Playa provides extensive training courses and seminars (over 100 hours per year to be exact), to not only continue to build upon the guest experience that is delivered on-resort daily but also to provide the tools needed for career development. Below are some of the training courses our associates take to ensure every guest’s stay is as special as the next.
STRESS MANAGEMENT
In an effort to reduce stress levels, a recent course was conducted for Hyatt Zilara Cancun and Panama Jack Resorts Cancun associates which included tips and tricks for reducing the tension when difficult situations arise.
SALES COURSE
The team at Panama Jack Resorts Cancun most recently attended a sales training with the goal of aligning the team with business strategies, goals and needs. The training included a variety of techniques with to better the quality and the quantity of the overall ancillary products on resort.
SAFETY TRAINING, FIRST AID AND MORE
The safety of our associates and our guests is our top priority. During a recent safety training, associates learned general safety rules and how they can be applied to their everyday jobs. Participating Resorts: Hyatt Zilara Cancun, Panama Jack Resorts Cancun, Hyatt Ziva Cancun, Hilton Playa del Carmen and Sanctuary Cap Cana
DEVELOPING PLAYA LEADERS
We’re dedicated to the future growth of our associates and providing them with the skill sets they need to become the leaders of tomorrow. This begins with recruitment and carries through to selection, evaluation and training. This initial
DEVELOPMENT
course is intended for new associates and is meant to guide them through the process to become Playa Leaders.
Participating resorts: Hyatt Zilara Cancun, Panama Jack Resorts Cancun
EMOTIONAL INTELLIGENCE
Emotional intelligence is the capacity to be aware of, control and express one’s emotions and to handle interpersonal relationships in an empathetic manner. This course focuses on the importance of the topic and how to use tools to achieve positive results with other staff members as well as guests.
Participating resorts: Hyatt Zilara Cancun, Panama Jack Resorts Cancun
MENTORING AND COACHING
Our mentorship course was launched to help participants understand their role as mentors and how their actions can positively or negatively impact associates under their charge. The goal: lead by example. Participating resorts: Hyatt Zilara Cancun, Panama Jack Resorts Cancun
CRISTAL COURSE ROOM CHECK
Playa properties use Cristal, a global safety and risk management solution as a means of holding us to the higher standard in areas like housekeeping, F&B and Spa. The training— specifically focused on rooms—was established to ensure that all associates are committed to ensuring operational success.
Participating Resorts: Hyatt Zilara Cancun and Panama Jack Resorts Cancun
CONFLICT RESOLUTION
& EMPOWERMENT
The art of conflict management is key in hospitality management. In this course, resolution skills were taught to help our associates effectively resolve conflicts while finding a balance between customer satisfaction and cost control with the goal of raising satisfaction scores while managing cost control. Participating resorts: Hyatt Zilara Cancun, Hyatt Zilara Rose Hall and Panama Jack Resorts Cancun
Enjoy Your Stay, Courses 1 & 2 are unique to Playa and were built to introduce new associates to the company’s history and culture in addition to procedural based training which align all departments throughout the resort on standard processes and protocols. The on-property executive and management teams also participated in Playa’s Orientation Course for leaders where leadership characteristics, policies and procedures were explained. Participating Resorts: Sanctuary Cap Cana, Panama Jack Resorts Cancun
LANGUAGE LESSONS
Expanding horizons, associates are interested in learning new languages with the goal of expanding their ability to communicate with guests. The team at Sanctuary Cap Cana is learning English, the Panama Jack Resorts Cancun team is taking German classes and the team at Hyatt Zilara & Hyatt Ziva Rose Hall is studying Spanish, to be able to communicate with fellow associates in the Dominican Republic and Mexico.
CUSTOMER SERVICE FOR HOSPITALITY
Customer Service has both an internal and external impact. It’s about handling internal situations as much as it is about handling external guest-facing situations. In this training session, staff role-played real-life scenarios to help bring certain situations to light. This helps to improve the overall guest experience by understanding how to address guests’ every need.
Participating Resorts: Panama Jack Resorts Playa Del Carmen
ENJOY YOUR STAY COURSES: MANAGEMENT, COURSE 1 & 2
CELEBRATIONS SPOTLIGHT
CHILDREN’S DAY
We celebrated Children’s Day at Hyatt Ziva Cancun, Hyatt Zilara Cancun, and Panama Jack Cancun by viewing the Avengers: Endgame premiere as well as bringing the kids to Sky Zone for a fun filled day.
FRIENDSHIP DAY
Friendship Day brought all of our employees together at Hilton Playa Del Carmen, celebrating by handing out chocolates to one another and using playful signs to take pictures together.
INTERNATIONAL DANCE DAY
International Dance Day was celebrated at Hilton Playa del Carmen and Panama Jack Playa Del Carmen by honoring our dance staff.
VALENTINE’S DAY
Our staff got into the Valentine’s Day spirit by dressing up as cupid, wearing red and pink, and creating decorations for display at Hyatt Ziva Puerto Vallarta.
EARTH DAY
With the help of our guests and our amazing Playa team at Hyatt Ziva Los Cabos and Panama Jack Cancun, we cleaned up the beach, getting rid of trash and planted trees together to keep our planet clean in honor of Earth Day.
SUPERBOWL
To kick off Superbowl Sunday at Panama Jack Playa Del Carmen and Hyatt Ziva Los Cabos, our staff dressed the part in football jerseys and other costumes and held viewing parties with snacks for all to enjoy.
EASTER
SAINT PATRICK’S DAY
Dressed in green with playful hats and glasses, our staff at Sanctuary Cap Cana surely got into the Irish spirit.
MARDI GRAS
Our staff from Panama Jack Cancun dressed up in vibrant colors, sequins, and feathers for Mardi Gras.
The festivities at Hilton Rose Hall and Panama Jack Cancun kicked off in costume in addition to a band and a life-sized bunny, bringing smiles and joy to our guests of all ages around the resort.
WOMEN’S DAY
All of our wonderful female staff were celebrated today in honor of International Women’s Day at Sanctuary Cap Cana, Hilton Playa Del Carmen and Panama Jack Playa Del Carmen.
MONTEGO BAY
On the northwest coast of Jamaica under the misty peak of The Blue Mountains is the vibrant and welcoming city of Montego Bay. Piercing the turquoise sea with its jagged coast and white sand beaches, this Caribbean paradise comes to life through its rich port history, reggae beats and signature Jerk cuisine.
Ocho Rios
Kingston
Negril
Visitors looking for a one-of-a-kind dining experience should look no further than The HouseBoat Grill. Located on the calm waters of the Montego Bay Marine Park Fish Sanctuary, The HouseBoat Grill features an evolving fusion menu in the unique setting of a house boat. For something a bit more authentic, The Pelican Grill is not to be missed. This local spot has been opened for over 50 years, making it a city landmark that shouldn’t be missed for real deal Jamaican eats.
Montego Bay is known to be the island’s tourism capital and one of the Caribbean’s leading resort destinations. As the capital of Saint James Parish, Montego Bay is considered Jamaica’s second largest city. The name “Montego Bay” is said to originate from the Spanish word “manteca” which translates to lard, likely because of its port that exported lard. In historic days, the city was known as Lard Bay and following the British takeover, it eventually changed to Montego Bay. Today Montego Bay is an ideal vacation destination with beautiful weather, delicious food and incredible natural attractions.
Of course, it’s the beautiful beaches that draw many to Montego Bay.
Doctor’s Cave Beach is known to be the best beach in the region. Famous for its white sand, turquoise seas and shady palm trees, Doctor’s Cave Beach activities include snorkeling, glass bottom boat rides and parasailing.
Every summer tourists from around the globe flock to Montego Bay for Reggae Sumfest. This annual musical festival started in 1993 and has grown to an annual six-night event attracting crowds of all ages from around the world. Featuring both international and local artists, the three main concerts
and large lineup of events has marked Montego Bay as a prime destination for Caribbean travel and entertainment.
Excursions are one of the best ways to learn more about the local history and highlights of Montego Bay. These tours often include historical sites such as the Rose Hall Great House with its legend of the “White Witch”, Annie Palmer, who murdered her three husbands on the property and still haunts it to this day.
From award-winning golf courses to the several nature reserves, there is so much Montego Bay has to offer travelers. Go see for yourself and let us know what else you discover.
EXPANDING OUR HORIZONS THROUGH THE SOUTH ASIAN WEDDING INSTITUTE
2019 WAS WELCOMED WITH A GAME-CHANGING WEDDINGS CERTIFICATION AND TRAINING ACROSS THE ENTIRE PLAYA PORTFOLIO. THE CERTIFICATION IS UNDERSCORED BY THE WELL-KNOWN SOUTH ASIAN WEDDING INSTITUTE — A PROMINENT THIRD PARTY THAT IS RECOGNIZED BY THE INDIAN EMBASSY.
THE SPECIALIZED IMMERSION
course is meant to educate wedding planners, travel agents, resorts and vendors that are involved with selling or executing weddings within this segment. The training ensures that all teams are trained in the culture and particularities not only as it relates to negotiating but also planning a South Asian Wedding, while integrating the latest décor and trends with unique food and beverage offerings. To be successful within this lucrative segment, more is needed than just a breathtaking backdrop. It requires an engaged coordinator, an in-depth understanding of the couples’ needs, a professional that speaks and understands their culture and its complexity while taking into consideration the religious as well as the festive aspects of the celebration.
To the wedding teams that completed the certification, congratulations! This is an accomplishment to be proud of. To the Playa sales team, sell with confidence!
Playa Hotels & Resorts now has over 50 professionals across Mexico, Jamaica and the Dominican Republic that are ready and excited to service the South Asian market!
Memories of
A STORY OF SUPPORT AND SUCCESS FROM THE KITCHEN
Mother’s Day honors motherhood in all different forms. It honors the bonds formed, sacrifices made and the impact one’s mother has had throughout the course of life. For Chef Jose Gomez, Executive Chef at Hyatt Zilara and Hyatt Ziva Rose Hall, he credits his successful career and his passion for cooking, all to his mom.
One of the fondest memories of my mom is in the kitchen during special occasions. I would always be in the kitchen, it didn’t matter if it was our house or my grandmother’s house, if they were cooking, that’s where I would be. My mom was a very good cook but an even better baker, so her passion was flans, custards and cakes. She had an electric whisk and while she was buttering the cake molds I would stand on top of a cookie jar so that I could reach the countertop and help her whisk the batter. My favorite part was when my mother would pour the batter into the molds, she would tap the mold on the kitchen counter and when she did I knew at
that time I could start eating the leftover batter. I would sit with a little spoon and scoop up what was left in the bowl until it was clean. This was long before anyone was told not to eat raw cake batter.
One of my favorite dishes was, and still is to this day, pumpkin flan with custard. It was only made during special occasions which made it even more special. When I close my eyes, I can still remember the smell of it baking all these years later. I remember coming home from school and thinking the moment I walked in the door that there was something special going on, a special event of sorts, because it smelt like pumpkin and cinnamon throughout the house. Still until this day I relate those scents of pumpkin and cinnamon with Thanksgiving and Christmas time. Even when I’m cooking at work on a holiday these dishes bring me back to those days and make me smile. Those days, while long past, hold a special place in my heart. No matter where I am or where I’m cooking, I honor my mom with her special dishes.
When I was a kid, long before I went to culinary school or even considered becoming a chef, my mother was the best cook in the world through my eyes. Years later, after graduating with my degree in culinary arts, I stepped foot in my mom’s kitchen. And I remember discussing cooking methods with my mom, which she had been practicing her entire life and saying, “Hey mom, I’m so sorry to tell you this but this method is all wrong, this is how you have to make it.” Her response? “Well I have fed you my whole life and now you want to tell me how to cook?” It was humbling!
One of the reasons I love what I do is that regardless of how long it takes to cook a dish, the instant gratification of feeding people is parallel to none. I lost my mother two years ago and while I still get sad and sentimental, her and my grandmother are the major reason why I do what I do and what I’ve learned from them is the reason I am where I am today.
Taco Talk
PLAYA HOTELS & RESORTS
THEMED CULINARY FESTIVAL DEEMED A SUCCESS!
The festival which ran throughout the entire month of April brought flavors, creativity and culture to the tables of hundreds of guests.
Since the rise of fusion cuisine, the world-renowned Mexican street food has crossed borders and has become a leader in gastronomy at a global level. From Mexico to Jamaica, Playa properties took part in the first annual Taco Fest, a company-wide initiative that introduced guests to a wide variety of flavors spanning three countries. Serving a total of 15 options ranging from the Dominican style pork to the spicy vegetarian “tacos rasta” served in Jamaica, the options were plentiful. Guests who wanted to indulge in comfort food were able to try black bean chili tacos and southern classics such as homestyle barbecue while guests with specific dietary needs had an opportunity to indulge in a variety
of pescatarian and vegetarian dishes, among others.
Reinventing the old-age concept of wine pairings, guests further indulged by pairing their variety of tacos with a wide selection of craft beers, flavorful rums and artisan tequilas thoughtfully curated to complement the variety of dishes and the destinations where they were served.
This culinary initiative is part of a longstanding Playa trademark Evolution of All Inclusive® and is the first of many gastronomic festivals launching during this transformative year for Playa.
“What Playa’s culinary team has done with taco pairings is raising the bar and pushing industry limits and that’s something our entire team is very proud of.”
-Alex Stadlin, Chief Operating Officer
Taco de Chile Negro
CHILE NEGRO PREPARATION
500 G CHILE NEGRO
250 G CORN TORTILLA
3 OZ HABANERO DRESSING
100 G GRILLED SPRING ONIONS
100 G SLICED RADISH
50 G CILANTRO SPROUTS
100 G FRESH CHEESE
FOR THE CHILE NEGRO
500 G CHOPPED PORK LEG
200 G ONION
10 G GARLIC
4 G WHOLE PEPPER
2 G BAY LEAVES
15 G SALT
250 G GREEN TOMATO
100 G CHILE NEGRO
100 G ONION
5 G OREGANO
1 G CLOVE
15 G PEPPER
POBLANO PEPPER & HABANERO DRESSING
5 G CORIANDER
100 G POBLANO PEPPER
5 G HABANERO
5 G SALT
200 G AVOCADO
70 ML OLIVE OIL
FOR THE CORN TORTILLA
250 G CORN FLOUR
10 G SALT
15 ML WATER
10 G EPAZOTE
Shared by Hilton Playa Del Carmen
CHILE NEGRO (MEAT)
• Add water to a cooking pot with salt, onion, pepper, bay leaves and garlic.
• Add the pork into the water; when the water’s boiling, remove the protein impurities.
• When the meat is tender drain the water.
• In a pan, brown the meat with vegetable oil.
CHILE NEGRO (SAUCE)
• Pour water in a skillet, add the green tomatoes and the chilis previously deveined, and let them cook.
• On a different pan sauté the chili, onion and garlic.
• Liquefy all the ingredients with 1.5oz of water from the chilis, add a clove, oregano, and season it.
• Add the resulting sauce to the pan with the pork and let cook for a few minutes.
• Add salt if necessary and remove from the heat.
HABANERO DRESSING
• Poach the poblano pepper, clean it and devein it.
• Grill the habanero chili.
• Pour the ingredients in a blender.
• Liquefy until you have a homogeneous mixture and add olive oil.
• Season it and reserve.
FOR THE TORTILLA
Using vegetable oil, fry the epazote leaves (cilantro or oregano can be used if epazote is not available).
• Add the corn flour to a container with 10oz of warm water and 1/2 tsp of salt.
• Knead the mixture until it’s a soft dough.
• Extend the dough forming a round thin shape (tortilla).
• Put the leaves of the epazote on top of the tortilla.
• Place the tortilla over a lightly oiled grill.
• Let it cook for a few minutes.
TACO
• Add 1 tsp of oil to a grill, then brown a tortilla on both sides.
• Fill the tortilla with the Chile Negro previously prepared.
• Top with a few drops of habanero dressing, a grilled spring onion, and a couple slices of radish.
• Sprinkle the taco with fresh cheese.
• Garnish with coriander sprouts.
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