Kontacto Magazine # 21 (english)

Letter from the editor

New faces Life at Karisma: Mr. Enrique Zapata Awards and acknowledgments Kreatiw 2016!

Sharing the #KarismaLove Allure in the Certified Angus Beef Chef Tour 2016 Allure Café Mocawa, model of sustainability 4 Diamond Award to Azul Sensatori Jamaica

El Dorado Royale, a ‘free of educational backwardness’ company

What’s new at El Dorado Maroma Azul Beach, caring for little sea turtles

Building the 17th Villa at Azul Fives

At Azul Sensatori, We Proudly Serve Starbucks Brides Dress Rehearsal, everything under control!

Onsite Signature Wedding Designers

The Pineapple, every kid’s dream!

Karisma Foundation, fostering wellbeing

Meet the Social Media team

Passion for Sustainability in the Caribbean Alliance with the Puerto Morelos Reef National Park

Do you know who ‘Star’ is?

Welcome Dominican Republic to the KOIP Network

The New HR ERA Exotic Travelers and Prestige Travelers

Kpacit-ARTE

Collaborator’s Meetings

Pampering us ‘Karismatic’ Drinks

The Best of the Best

Nayeri Ramos (Azul Beach), Daniel López (Azul Sensatori), Rubí Méndez (Azul Fives), Paula Negrete (Karisma), Gabriela Hernández (El Dorado Maroma), Alberto Roldán (El Dorado Royale- El Dorado Casitas), Coynta Arzola (El Dorado Seaside Suites), Sarina Pech (Exotic Travelers / Prestige Travelers)

Contributors: Daniel Castellón (Azul Beach) , Karen Puerto (Azul Sensatori), Antonio Valle (El Dorado Maroma), Hugo Estrada (Azul Fives), Elisa Flores (El Dorado Seaside Suites), Lorena Pereida (El Dorado Royale), Dania Phang (Azul Sensatori Jamaica), Noé Landa (Allure Chocolat /Allure Bonbon), Víctor Castro (Prestige & Exotic Travelers ), Aleksandra Nenadic (WMS), Lyn Santos (Karisma), Isabel Arroyo (Karisma), Rolando Miravete (AZSJ), Neda Kekic (Karisma), Jorge Uribe (Allure Café Mocawa), Deltha Mayorga (Karisma), Carlos Herrera (Karisma), David Ortegón

Art Director: Carlos Ramírez

Editorial Design and Illustration: Estela Cen, Guillermo Sánchez

Printing: Pixel Press, S.A. de C.V.

Carretera Cancún-Aeropuerto Km 15 lote 7, SM 301, Edificio USA Today P.B. Cancún, Quintana Roo C.P. 77560 Tel. 01( 998) 8862232 atnclientes@pixelpress.com.mx

Kontacto Magazine: Four-monthly free publication property of Karisma Hotels & Resorts

Address: Carretera Federal-Tulum Km. 55.3, Centro Playa del Carmen, Quintana Roo, México C.P. 77710. Teléfono: +52 (984) 206 3470

Circulation: 1,000 copies.The content of the articles is the responsibility of their author and do not necessarily reflect the opinion of the Editorial Board, nor does it represent the official posture of the Hotels sponsoring this magazine. Advertising information is the sole responsibility of the advertisers.

Dear colleagues

We are all still elated by the recent grand openings of NickelodeonTM and Sensatori Resort Punta Cana because we now know what we are really able to achieve as a team. In addition, each achievement we accomplish along the way strengthens our company and creates a positive impact on the surrounding communities in which we operate. These destinations have become a fertile ground for Karisma’s growth and we are very thankful for this.

Externally, our company has shown an exponential growth with the opening of new resorts, new business units and new services designed keeping in mind our strict clients’ needs and expectations.

Internally, we have grown enormously as well, Karisma Foundation is one of the best examples of the commitment to our communities and our people, offering since 2012 training programs to the personnel and the community. This year we re-launched Karisma Foundation with a new strategic focus on Health, Disability, Community Development and Humanitarian Assistance.

NickelodeonTM and Sensatori Resort Punta Cana have become fertile ground. Therefore, as one of our ways to show our gratitude, we have devoted ourselves to caring for the environment, in essence, exercising social responsibility. But there is a deeper motivation to our actions, which brings additional benefits to these communities: the passion we radiate in sharing the wonders of each of our destinations.

All these actions leave a positive impression in our communities and creates the synergy needed to guarantee our guests an excellent service, and it is this positive impact that allows us to claim to be the best of all promoters of the sustainable tourism.

If you have ever asked yourself what you can do to improve the world, Karisma has that formula: start by improving on what we do each day, bettering ourselves personally, giving back to our communities, and then try to create a special moment for all who cross our paths.

Mr. Sasa Milojevic Vicepresident of Operations Karisma Hotels & Resorts

NEW FACES

These are the new talents joining the Karisma family, bringing with them their vast experience to help grow our business. We welcome:

MS. ESTELA PAZ

Senior Director of People Strategy and Human Resources

As of March 1st Ms. Estela Paz was promoted to the position of Senior Director of People Strategy and Human Resources for Karisma Group, which includes all of Karisma’s divisions, reporting to Mr. Neil Evans, C.O.O. This new position is responsible for aligning the operational efficiencies of each division, for regulating our organizational culture as a whole, and for providing the necessary support to each Human Resources department in order to strengthen our internal management.

Before joining the Karisma family, she was employed by chains like Hilton and Starwood at corporate level, and there she earned international recognition for various professional achievements. On a professional level, we can define her as a personable and caring person, while still upholding her high standard of insisting on a job well done. Her growth within the organization is very evident when we see her always striving for innovation and promoting the latest trends for continual staff improvement. One of the convictions that she also promotes within the company is that of constant learning. “There is so much to learn in the world and it is never

too late to gain knowledge” is a saying she expounds in her everyday life, as well as in her presentations and seminars. She holds degrees in Law and Human Resources and various specializations in Work Psychology and Green Belt. More recently, she obtained a degree in Organizational Development at Pennsylvania University in State College, PA, USA, and currently she is pursuing an MBA.

On the personal side she shared that, to her, the most important thing in life is to share the best moments and pleasures with her family. These include traveling, reading a good book, enjoying nature with all of her senses in play, and spending time with her pets.

JORGE CARLOS RAMÍREZ

Director of Art and Design

March 3rd Mr. Carlos Ramirez joined our organization as Director of Art and Design, reporting to the Director of Operations, Ms. Paula Negrete. Jorge Carlos holds a degree in Graphic Design from the Anáhuac University of Mérida, Yucatán, México. His major was Commercial and Residential Interior Design from the Bauhaus Institute of Art and Design and majored in Fashion and Textile through the Gestalt Institute. He developed his career at advertising and design agencies and in tourism businesses. Between 2009 and 2016 he was Director of Art and Graphic Design for Riviera

Maya Destination Marketing Office, where he designed and organized two promotional campaigns; in addition, he managed the image of the Riviera Maya Jazz Festival for seven years.

Carlos has received several National and International awards for his work, among them are the Radio W “Distinctive W” Travel Award for his work in support of the Riviera Maya, a 1st place National recognition for his work in the campaign for Gender Equality INMUJERES in Mexico, and an Honorable Mention in the Recommend magazine for one of his campaigns promoting tourism in the Riviera Maya. In his spare time Carlos enjoys jogging, practicing Cross Fit and keeping his body and spirit toned through yoga.

NEDA KEKIC

PR & Social Media Manager Mexico & Caribbean

As of March 14th, Neda Kekic joined our company as Public Relations & Social Media Manager for Mexico and the Caribbean, reporting to Ms. Heather Krasnow, Director of Marketing. Neda has a degree in Journalism from the Academy of Fine Arts in Belgrade, Serbia, and has a Masters in Marketing Management and Public Relations from the University of Belgrade. She has worked in the German National Tourism Regional Office in a Public Relations position and as an Assistant Manager, and she has supported Karisma Worldwide Marketing as Social Networking Supervisor. Neda plays tennis, enjoys fashion, loves to seek out new restaurants and shares the beauty she comes across on Instagram, her favorite social network.

BETHANIA DIAZ

Legal Manager

On April 11th, Bethania Diaz assumed the role of Legal Manager of Karisma Hotels & Resorts, reporting directly to Mr. David Coffey, C.F.O. of Karisma. Bethania is a lawyer, graduated with an MBA from the Pontificia Universidad Católica Madre Maestra in the Dominican Republic. She also has a MBA and a Bachelor Degree in Tourism from the University of APEC in the Dominican Republic. Bethania has amassed well over 15 years in the International hospitality industry, and has specialized in legal audits and negotiations. She spent 9 years at Barceló Hotels & Resorts, and over 7 years at Occidental Hotels & Resorts. During her time off, Bethania enjoys teaching and volunteering for non-profit organizations.

TIJANA RAICEVIC

International Hotels Reporting Manager

Tijana joined the Karisma family as International Hotels Reporting Manager. She has a degree in Business and Management awarded by the European Business School (EBS) and Villanueva University of Madrid Spain. As part of her program, Tijana spent a semester at the European Business School, at Regent’s College in London, U.K. as well as another semester at the European Business School in Paris, France. Her international career includes 7 years in Serbia, Spain and the Dominican Republic in financial auditing roles. Since 2015 she has been acting as Deputy Finance Director at Bahía Principe La Romana and as a financial senior auditor for KPMG in Spain from 2009 to 2015. Tijana is a real polyglot, speaking Serbo-Croatian, English, Spanish, French and German. She loves figure skating and jogging.

MR. ENRIQUE ZAPATA

GENERAL MANAGER, ALLURE HOTELS

Istarted my career when I was 18 years old, taking a course at the Puerto Rico campus of the prestigious Cornell University, which provided an Associate’s Degree (2 years of study) for hoteliers in the Caribbean. After obtaining this degree, I went to Florida International University in Miami, and when done, I returned to Puerto Rico, to work in the Food & Beverages department of the best hotel on the island, El San Juan Hotel and Casino, where I stayed for 5 years. One day, while visiting Puerto Rican friends in Puerto Plata, Dominican Republic, I was introduced to the ‘all-inclusive’ concept, at the first hotel in that part of the Caribbean, Jack Tar Village.

Ever since, I was very much drawn to this innovative model. At first I did not understand the ins and outs of it, but I saw that it was obviously very profitable. I started talking to my contacts at Jack Tar, and the following year I was hired by AMHSA hotel chain, to manage a small 48-room hotel off the beaten path on a spectacular beach, called Discovery Bay Hotel. It was there that I met Mr. Edilbrando Pérez who was General Manager of our parent hotel, setting the guidelines in terms of standardization and finances for both locations.

Over the next two years I took positions at several hotels throughout the chain. Then Caribbean Villages took over the chain, which later became Allegro Resorts. In 1993 Mr. Pérez, a true perfectionist, became Vice President of Operations. He doggedly kept teaching me how to meet my goals and how to perpetuate impeccable properties in terms of cleanliness, maintenance, food and beverage and guest satisfaction, while still keeping within a prescribed budget. I worked at several more properties in the Dominican Republic, and then followed Mr. Pérez to Mexico, where I had the opportunity to manage several hotels in Cancún, and take part in opening Playacar and Loreto Baja California Sur.

Allegro Resorts continued to grow and reached the shores of Venezuela, acquiring management of an important destination hotel, The Lagunamar Hotel & Convention Center. I was appointed Director of Operations for Venezuela in charge of three hotels and a sales office in Caracas. It was through this venture that I became acquainted with Estela Paz who had joined the Allegro group as Regional Manager of Human Resources for Venezuela. We spent

almost a year working together in a country where labor unions and hotel management usually do not get along well. But in short order we were able to overcome this and did an outstanding job in improving our hotel services. After this, I went back to the Dominican Republic to work with a young man named Rafael Feliz, who was Vice President of Business Development. I was able to work with him for a year, in which time we were able to procure more hotels in Costa Rica, Tunisia, Dominican Republic, Aruba and the Turks & Caicos.

Our company continued to grow, and we all were shuffled around. Mr. Lubo became the top executive in Sales and Marketing, and I was transferred back to work with Mr. Pérez as Vice President of Operations for the Dominican Republic and the Turks & Caicos until 2001. This was the year Allegro Resorts was sold, and each of the aforementioned directors went on to form Karisma. We decided it would be best for me to go back to Venezuela to take back Lagunamar Hotel but in the end, they decided not to keep that location. So I changed the course of my career, and stayed on as Manager and Director of Sales there, making good use of all the knowledge and support I received from my former colleagues, including Mr. Lubo. I did very well for myself, and managed Operation and Sales at that property for 8 years.

Thereafter, I dedicated myself to market Caribbean hotels in the Dominican Republic and Margarita Island, Venezuela. In 2015 I met up with Mr. Lubo again, now at Karisma, and he put me in touch with Rienk de Jong to handle sales and marketing for Latin America, based in Bogotá. This was great for me; it was like coming home and greeting the family. In February, Rafael Feliz entrusted me with the General Management of Allure Hotels, as it was then just developing as a small brand, so I took on that position as well, reporting to both Rienk de Jong for the Latin American Sales, and Neil Evans for everything to do with the Allure brand. It remains a big challenge but I’m not complaining since I have had great support from both divisions helping us to achieve excellent performances in both areas. We have a good presence here in Colombia with Allure Chocolat and Bonbon in Cartagena, Allure Aroma in the Armenia region and Allure Café in the Coffee Hub near Armenia. Besides that, in Belgrade, Serbia, we have Allure Caramel. These six months of intense work surely has given me enough Karisma experience to say “I’m now a Karismático”.

OUR HOTELS IN MEXICO RECEIVE CRISTAL FOOD CHECK CERTIFICATE

To ensure that the food we offer in our hotels is handled in the most hygienic manner, so as to assure the welfare of our guests and employees, our Mexican properties were evaluated by Cristal International Standards. After a long period of monitoring by their auditors, they eagerly endorsed our property conditions in Mexico, and awarded us the Cristal Food Check certificate.

At the presentation of the awards last March, David Solórzano, Director of Cristal Mexico and Marcela Hernandez, Manager of Pacific Operations, addressed a few words to our co-workers, recognizing the great job done by everyone involved in the process.

“This is only one of many honors yet to come; it truly is a privilege to be part of this moment. This certificate allows you to automatically be qualified for the competition for the Regional Annual Crystal Food Check award, so I invite you to continue with your superb degree of commitment” said David Solórzano.

Erika Herrera, Quality Auditor for Karisma, who was “hands-on” in coordinating the Cristal auditing project, shares her thoughts on the experience:

“The first audits were in August 2015, beginning with the Food module. All hotels have obtained their certification in Food and Spa Check, and, to date, other modules such as Pool and Room Check have been implemented. We currently are in progress of undergoing the Aqua Check module.

“Achieving this goal required that we regularly hold meetings with the staff involved and with Cristal to describe each new program. Documentation was developed and new policies and procedures were created for different areas.

“In order to do this, basic understanding of individual programs was provided through the CRISTAL MHA manual for Food Check, the Legionella manual for Aqua Check, and so forth. Courses were prepared for all Kitchen staff, with training for in-situ cuisine, MHA and warehousing. The topics covered included intermediate hygiene, microbiology, perishable goods shipping and receiving, the e-Cristal roll-out, etc. Cristal’s other modules followed the same type of pattern. It was heartwarming to see the teams at the hotels showing such

a great attitude working together enthusiastically.

“Achieving this certification was grueling work. This program was designed for prevention and risk control based on the Hazard Analysis and Critical Control Point System methodology, a work structure that must be followed at all times, as surprise audits will be made.

“For example, to obtain the certificate in the Food Check module, the team involved had to maintain a minimum 65-point average for 3 consecutive months. But, dropping just below that threshold for one month means the team has to start the whole process over again.

Awards and Recognition

“The assessment frequency for each module is different: Lab Check is monthly (laboratory analysis), Room Check is bimonthly; SPA and Pool Check and Aqua Check are quarterly; and the minimum passing average to achieve and maintain certification varies.

“We feel very proud to have achieved these certifications, and we want to commend all who participated, and who day after day contribute to the health and welfare of our employees and guests.”

GETTING KREATIW IN 2016-BUILDING, BONDING, LOVING AND ROAD-MAPPING!

BY: ALEKSANDRA NENADIC

The decision was made, and it was the best yet for the Karisma Hotels Adriatic family in the region. We were just getting too grand and too many not to get together and plan and walk the path of our future together!

End of March, even though a hectic period for the region, was set as a time when executives, managers and team leaders would meet for the first time, all together with one goal before us: understand the processes, understand each other and our responsibilities and bring our heads together for new ideas, all the while building our team and strengthening our standing.

To think of a name for this future annual meeting was really just a play of words – the meaning is there, and the forte existent within the whole Karisma globally: Innovation. Thus, KREATIW!

Arriving from 7 sides of the region (and no pun intended on the Seven Wonders of the World as we are the Seven Wonders of Karisma Hotels Adriatic) we met in Beli Manastir, a town near Knezevi Vinogradi – literally translated as Knight’s Vineyards. Before your imagination wa(o)nders off to the mention of vineyards, and it is a totally understood wandering, the work done surpassed the expected. Thursday night was the casual meeting of the whole team and gathering of the groups when we had the tour of the Belje Winery - Old Cellars. Special permission by the ethnologists was given to stand surrounded by a wine archive that holds specimens of wines up to 400 years old! The tour would have left the highest wine expert in awe, and would have left any

Karisma

wine lover and enthusiast jealous on the account of what we learnt, and tasted (those that are wine affectionate), but then dinner arrived in the actual cellar – all carefully organized, orchestrated and hosted by the KHA HQ team, and we sat down for some serious business – and business it was truly as decisions were made and projects initiated that very same night.

The following morning brought a working session that gave wind to our wings as to where we are, what we do, and where we are heading, all to be followed by some further wine route exploration, wine tasting, and team building. Saturday brought a working exercise in teams with educational team leader session specially designed for our industry and for our managers. The joy of learning and sharing knowledge did not go unnoticed when it came to strength, but we gave each other energy and kept going on until unfortunately Saturday night arrived and it was time to have the farewell party. For the days that ensued, emails, platforms, projects got fired up and the whole Karisma Adriatic team is already looking forward to spring 2017!

Karisma Hotels Adriatic

KARISMA HOTELS ADRIATIC #KARISMALOVE CRAZE!

Spring ensued with flying colors – and they were the colors of our European Sales Team going on a regional Roadshow! Karisma Love was spreading like crazy from Bosnia, Croatia, Serbia and Slovenia, to Hungary, Slovakia and Czech Republic –. Where they passed, a tantalizing aroma of Karisma flavors and decadent visuals with an air of passion lingered for days.

Again that Lucky 7 countries are following the Karisma Europe team!

Our agents and future Karisma family members also had a chance to win and experience themselves what #KarismaExperience is. They learnt from the best what a holiday should be like, what a perfect vacation can be planned like, how a wedding can and should look, how Karisma tastes and what experience the guests must take home with them. Our #KHAngels were successful – Karisma Love and Gourmet Inclusive Experience yearning was there to stay and the craze was ignited!

But if words cannot relay the story, maybe these few photos can!

Karisma

What’s new at… Colombia

WHAT’S NEW IN COLOMBIA AT ALLURE CHOCOLAT AND ALLURE BONBON, BY KARISMA

ALLURE AT THE CERTIFIED ANGUS BEEF® CHEF TOUR 2016

Chef Andrés Cano participated in the Certified Angus Beef ® Chef Tour 2016, which took place in Omaha, Nebraska, in the United States of America. Additionally, Ohio City, Cleveland recognized our very own Chef Andrés Cano as one of the world’s top 50 ambassadors for Certified Angus Beef ®, one more great achievement to add to his professional career, and a true Karisma pride.

CELEBRATING EARTH DAY

At Allure Chocolat Hotel and Allure Bonbon Hotel, by Karisma, Environment is primordial, therefore, on Earth Day, flower seeds were handed out to all our guests and employees inside of an envelope along with planting and maintenance instructions. We are a Sustainable Hotel!

ALLURE CHOCOLAT NAMED OUTSTANDING SERVICE HOTEL

In April, Allure Chocolat Hotel, by Karisma qualified again for the Outstanding Service Hotel on Hotels.com, and Allure Bonbon Hotel, by Karisma entered the ranks of Excellence for the first time since 2012, which was the first year this property was listed on the site. Both prizes were awarded in person by the Coastal Zone Manager.

L’OCCITANE EN PROVENCE NOW AT ALLURE CHOCOLAT AND ALLURE BONBON

At Allure Chocolat Hotel and Allure Bonbon Hotel, by Karisma, we offer our VIP guests the collection Verbena from L’OCCITANE EN PROVENCE, whose lemony freshness revives the body and mind, a stimulating enhancement to an invigorating summer vacation.

OUR COMPANY IS A MODEL OF SUSTAINABILITY IN COLOMBIA

ALLURE CAFÉ MOCAWA HOTEL RECEIVES THE COLOMBIAN ENVIRONMENTAL SEAL OF APPROVAL AND THE CERTIFICATION IN QUALITY AND SUSTAINABLE TOURISM.

BY: JORGE URIBE

At Allure Café Mocawa Hotel, we are motivated by our environmental awareness and guided by sustainability processes set by the Colombia Ministry of Tourism’s policy on quality tourism.

Accordingly, for many years we have been implementing sustainability practices which include:

•Alternative energy use, with solar panels

•Solar collector panels for heating our pools

•Solid waste recycling

•Waste water recycling –treated and re-used in our hotel restrooms

•Employment of local workers during construction, supporting our local communities.

In 2014 we began promoting our efforts and developments in terms of sustainability, and the resulting reviews on our progress were very positive.

Besides the International Smart Voyager certification which we wrote about in previous editions of Kontacto magazine, we received the Colombian Environmental Seal of Approval, as well as the Certification in Quality and Sustainable Tourism.

COLOMBIAN ENVIRONMENTAL SEAL OF APPROVAL

The Colombian Environmental Seal of Approval is a certificate that applies to non-alimentary goods and services that fulfilled and used environmentally-friendly practices during their life cycle. The principles and structures of this Seal are based on standards included in ISO 14024 (Environmental labels and declarations). This program’s aims are to:

•Be a distinctive informational marketing tool

•Encourage ‘green product’ national market growth

•Promote improvement in consumer preference for green products

•Facilitate market access to, and improve the image of products with a better environmental performance

•To promote the use and development of processes and techniques of clean or sustainable technologies raised in the ES-009-001 eco-standard.

COLOMBIAN CERTIFICATION IN QUALITY AND SUSTAINABLE TOURISM

With the support of the Ministry of Commerce, Industry and Tourism’s Department of Tourism (DITUR) a Quality and Sustainable Tourism Certification was adopted, with the aim of improving quality management and of making the provision of tourism services more sustainable in Colombian businesses and destinations.

ICONTEC (Colombian Institute for Technical Standards and Certification), an agency with 30 years of experience in certification and endorsed by the INN (Chilean National Institute of Standardization) - encompassing Tourist Accommodations, Adventure Tourism and Tourist Guides - was commissioned to evaluate our property and it awarded us this important certification.

JOY AND SATISFACTION FLOOD AZUL SENSATORI JAMAICA

In an interview, Mr. Rolando Miravete shares his joy in having achieved a 4-Diamond Rating from AAA at Azul Sensatori, Jamaica, by Karisma.

Kontacto magazine (KM): Mr. Miravete, we know that earning AAA’s 4 diamond rating status is not an easy mission, and you must be overjoyed by Azul Sensatori Jamaica’s achieving this award.

CAN YOU TELL US A BIT ABOUT HOW THIS INSPECTION TOOK PLACE?

Mr. Rolando Miravete (RM): Obviously, surprise inspections are not pre-announced, so we were startled, excited and then emotional about being inspected. They are quite professional, and when they do their job ‘nothing is revealed’ until they provide their final report.

KM: WHAT WAS THE MOST MEMORABLE MOMENT OF THE VISIT?

RM: We received a ‘courtesy call’ around May, last year, and I stress the word ‘courtesy’ because we were not even in their catalog yet, so we were not on their lineup of hotels to be visited. The Inspector asked to see me, so as to offer us the inspection,

leaving it clear that this would not be an official scheduled inspection. Besides, the hotel was completely full, and there was no other way to make any additional reservation. This inspection resulted in a 3.9 Diamond rating, which translated into only a 3-Diamond Rating with AAA. This did not sit well with us, despite this being only a mock inspection. At that point, I brought together the rest of the group, and shared this information with them; reminding them of the sense of pride it would engender to receive a 4-Diamond rating when the official inspection actually would take place next year.

RK: WHAT WAS THE IMPACT OF THIS 4-DIAMOND RATING ON OUR FELLOW EMPLOYEES AT AZUL SENSATORI JAMAICA?

RM: It resulted in a feeling of pure joy and sense of achievement! Despite there not being an official presentation ceremony at the time, the Executive Committee shared this achievement with their respective teams, and I used our General Management Assembly as a platform to thank all of our employees. I am sure that once the AAA representatives come to Negril to present the plaque, it will be a special event for all involved. We are planning a big celebration when Mr. Tony Perrone, or someone else from AAA comes to deliver the official plaque, and we will be sure to share photos with everyone.

From Jamaica

EL DORADO ROYALE, A SPA RESORT, BY IS A “FREE FROM EDUCATIONAL BACKWARDNESS” COMPANY

This past April 12th, El Dorado Royale, a Spa Resort, by Karisma received the “Freedom From Educational Backwardness” certificate from the IEEA (State Institute for Adult Education) of the State of Quintana Roo. “Freedom From Educational Backwardness” is the title used in Mexico for companies that support adult education for their employees, mainly to combat illiteracy.

The Salon Royale was the celebration venue, where a fourth generation of employees graduated from their elementary and secondary schooling.

In festive surroundings with typical local snacks and a local folklore dance, the culmination of long hours of study was celebrated. Alberto Roldán, Human Resources Manager at El Dorado Royale, a Spa Resort, by Karisma kicked off the event, congratulating the graduates and acknowledging their impressive efforts, inviting them to not just stop here, but to continue on in their educational growth.

After that, the official transcripts were handed out to the students, and local authorities who were present gave a standing ovation to the graduates in recognition of the dedication put forth in order to cap off their basic education.

“It is with great joy that I look upon yet another graduating class. The efforts that each one of you put in concluding this part of your preparation and starting to forge your future, today became fruitful, so, keep on exerting yourselves vigorously!” said Mr. Silvano Balam, Coordinator for Zone 8 of the IEEA, who had also been the presenter of the “Freedom From Educational Backwardness” certificate to the hotel, along with the Coordinator for the Education IEEA Program at CROC (Revolutionary Confederation of Workers and Farmers, union for hospitality workers) for the Solidaridad Municipality, Genaro Tuz. The award was presented to Mr. Beat Müller, General Manager, and Mr. Alberto Roldán, Human Resources Manager.

Having one of our properties being recognized in the region for our efforts in reducing illiteracy and educational backwardness really fills us with a sense of satisfaction. These achievements are the result of a deep commitment to our Employees, their Families and the Community as a whole.

What’s new at ... El Dorado Royale, a Spa Resort, by Karisma

KARISMA EDUCATIONAL COMPANY

What’s new at... El Dorado Maroma, a Beachfront, by Karisma

EL DORADO MAROMA WELCOMES SIHOT

El Dorado Maroma, a Beachfront Resort, by Karisma, was selected to be the first of our properties to run SIHOT as their Hotel Management Software. This is a well integrated and intuitive application that allows us to combine ALL operations related to the hotel industry, from reservations, client care, promotional management, loyalty programs, etc.

This program will replace our current Front 2000, and since March 2016, El Dorado Maroma started its implementation.

SOON TO COME: JOE’S LOUNGE AND BAR

Joe’s Lounge and Bar construction will shortly begin. It will be a beachfront bar located above Lima Limón Restaurant.

This bar will offer Premium drinks in the comfort of a luxurious lounge area. Guests will be able to enjoy bits and bites, refreshing drinks and a large selection of wines, while experiencing a magnificent ocean view.

AZUL BEACH HOTEL, BY KARISMA, CARING FOR LITTLE SEA TURTLES

Aiming at preserving the rich and diverse biology of the region and to fulfill the commitment to the Sea Turtle Conservation Program, in April a corral was installed at Azul Beach Hotel, by Karisma to protect nests for turtles that will be arriving on our shores from May to November of this year.

The corrals were carefully built to ensure that they are in perfect condition for when our turtles arrive, ensuring the proper humidity, temperature and depth needed for the development of the embryos. A location to the right of Chill Restaurant was chosen, and a row of five chaise lounges were removed.

60cm (2ft) holes were excavated, away from vegetation, since sand tends to be warmer and dryer. Branches, rocks and other natural barriers were removed. The corral is completely covered with netting, sides and top, to protect the babies from predatory birds.

Our passion for sustainability and our commitment to the conservation of biodiversity is clearly shown by this project. Similar corrals have now been installed at Azul Sensatori Mexico, El Dorado Royale, a Spa Resort, and El Dorado Seaside Suites, by Karisma.

What’s new at... Azul Beach Hotel, by Karisma

VILLA

T

SECTION AT

FIVES CONTINUES TO

Azul Fives Hotel, by Karisma currently has expansion projects planned for its Essence section. The Villa 17 building will add 56 spacious and comfortable Suites to their inventory for a planned inauguration in November 2016.

These exclusive Suites have been designed in every detail to offer the utmost in quality for rest and relaxation, inspired by the ‘minimalist’ concept that provides a warm, endearing atmosphere, while retaining elegance and naturalness. This attractive location is endowed with crystalline pools, a mysterious ‘cenote’*, animal wildlife and a superb gourmet restaurant, all of which offer our guests a plethora of reasons to stay with us.

*cenote is a natural pit, or sinkhole, resulting from the collapse of limestone bedrock that exposes groundwater underneath.

May

2nd, guests at

began to enjoy their favorite

Mexico, by

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Fives Hotel, and

Sensatori México, by Karisma

BRIDE DRESS REHEARSAL AT ALL OUR RIVIERA MAYA HOTELS

BY: Deltha Mayorga

ONSITE SIGNATURE WEDDING DESIGNERS

Making a wedding a truly memorable event is not an easy thing. It requires perfect planning and care in every detail. The future life-mates, especially the bride, want just about everything… EVERYTHING under control, though for our foreign couples, long distance control over planning is a real challenge.

That is why Karisma Hotels & Resorts offer couples, and especially the brides, Bride Dress Rehearsal.

Our Wedding planning team helps brides ease their minds, by allowing them to imagine, touch, taste and feel each detail of their yearned-for day. Brides can:

•…make personal visits to each resort and wedding location in all of our Riviera Maya resorts.

•…be exposed to florist and photographer choices, as well as their wedding team on-site.

•…taste menu options, wedding cakes, Signature DrinksTM and sample Jackson Family Wines.

•…view all the options for table decorations and set-up, to choose her favorite.

This service is offered at El Dorado Spa Resorts & Hotels, Azul Hotels and Generations Resorts, by Karisma, in the Riviera Maya.

“We had an amazing time, everything was just perfect! The staff was astounding, friendly and attentive. Our guests had fun, everyone loved the resort, and we cannot wait to return. Thank you so much to all for your great job, everything was absolutely perfect, without a shadow of doubt.” said Allison, one of the many brides elated with the Wedding Services she received at our properties.

We had a significant growth in demand for Weddings, and so to continue to offer our usual exceptional service to engaged couples, we allocated all of our Wedding Design functions for Azul Hotels, by Karisma to a Wedding Designers team that has already been operating on site since April 1st.

The new Onsite Signature Wedding Designer position at Azul Hotels is the point of contact with the bride and groom from the day the wedding is booked till the time the newlyweds leave our resort for home.

All sales functions will continue to be handled by our Miami office. Lomas Travel in Cancún will continue coordinating weddings for El Dorado Spa Resorts & Hotels and for Generations Riviera Maya, while also providing back end wedding support to all of our Riviera Maya hotels.

What’s new at... NickelodeonTM Hotels & Resorts

What’s new at... NickelodeonTM Hotels & Resorts

THE PINEAPPLE VILLA AT NICKELODEONTM HOTELS & RESORTS, EVERY CHILD’S DREAM!

HAVE YOU EVER WONDERED WHAT IT WOULD BE LIKE TO GO TO SPONGEBOB SQUAREPANTS’ HOUSE? HOW MUCH FUN COULD YOU HAVE AT THE BIKINI BOTTOM HOUSE?

Many of our customers have asked themselves these very questions, as have thousands of travelers around the world.

NickelodeonTM Hotels & Resorts Punta Cana will be the first resort in the world that will house the Pineapple Villa, a suite inspired by megastar SpongeBob SquarePants’ house, the Bikini Bottom.

This suite has two bedrooms, 3 bathrooms, a games room in the loft, private gardens, patio, outdoor shower, Jacuzzi and an infinity pool. A private butler will be available to schedule guest activities, such as moonlit beach nights, wine tasting, tea parties, pizza parties and even pajama parties for the kids.

This ton of fun at SpongeBob’s place is a dream-come-true for children, but moms and dads will really enjoy it too.

FOSTERING THE WELFARE OF OUR EMPLOYEES AND OUR COMMUNITIES

Fundación Karisma, A.C. (Karisma Foundation) is a NonProfit Organization that was formed in 2012 as a training and development ground promoting the future of our employees and the community in general. It represents the Company’s commitment and dedication to support its labor force. For three years, it has been implementing a program of personal and professional development for employees. The result has manifested itself in such major projects as the of Zero Educational Backwardness program, specialized training for executives, a train-the-trainers program and talent incubators.

However, because of all the expansion we have experienced by opening new business units and as we recognize the increasing needs in the market, our company was induced to rethink the original purpose of the Foundation. This prompted a division of resources into two initial areas of focus: Karisma University and Karisma Foundation, which are both dedicated to promoting our employees’ family, social, and labor welfare.

Therefore, Karisma Hotels & Resorts is pleased to announce the re-launch of the Foundation, with a renewed focus on addressing the main problems related to the health of the most vulnerable populace in all of the locations in which we operate. This new focus will be of increased benefit to both employees and local communities.

“I believe social responsibility begins with a strong, competitive company. Only a healthy enterprise can improve and enrich the lives of people and their communities.”

- Jack Welch

BOARD OF DIRECTORS

•President - Edilbrando Pérez

•Vice President - Sasa Milojevic

•Treasurer - Alejandro Ordaz

•Secretary - Sammantha Frachey

•Member - Sonia Plascencia

OPERATIONS BOARD

•President - Rinaldo Fernández

•Rafael Alvear

•Estela Paz

•Paula Negrete

•Lyn Ohala Santos

•Sarina Pech

•Sasa Milojevic

•Alejandro Ordaz

Here is Karisma Foundation’s Philosophy:

OUR MISSION

To promote the social welfare of the neediest, and implement actions to reverse negative social issues.

OUR VISION

To be a medium of social problem turnabout that can be replicated everywhere we operate as a company.

OUR GUIDING PRINCIPLES

•Handouts help reduce the negative impact of poverty, but they do not solve the root of the problem.

•Fighting indifference, we make a difference.

•Promoting social development is for us a collective goal.

•To assume our social responsibility is more than just a commitment, it is a benefit to us.

With this new direction, the Karisma Foundation has already carried out some practical campaigns. Here is an outline of them, and we will continue to provide updates through newsletters that you will receive from your Human Resources Departments.

“WEEK OF PAIN” CAMPAIGN

With the support of the American Association of Orthopedic Medicine, 11 people were tended to, receiving chronic musculoskeletal pain treatment. Doctors from different parts of the world provided their services for free, when normally this type of treatment in the Mexican private sector can cost between two and four thousand pesos.

“OCULAR PROSTHESIS” CAMPAIGN

Karisma Foundation provided four needy recipients an ocular prosthesis free of charge, through the medical group from the National Autonomous University of Mexico with additional support from the Municipal Government.

“EYE CARE” CAMPAIGN

A medical assessment of 61 people with cataracts or pterygium was made, and after evaluation, the Committees of the Karisma Foundation provided approval for operations on 30 people. These operations will be conducted in June, by top physicians, whose costs will be covered by the Foundation.

Furthermore, the Foundation has also taken steps, with the support of Cáritas de Quintana Roo, to purchase medications for poor people.

We want to express our thanks and deep appreciation to all of the partners, owners and executives, whose support and confidence in those who promoted this initiative, have spared nothing to turn the Karisma Foundation a reality for everyone!

MEET THE SOCIAL MEDIA TEAM OF KARISMA HOTELS & RESORTS

BY: NEDA KEKIC

You might be a subscriber to Karisma Hotels’ blog, fan of their Facebook pages, and/ or check out Karisma’s Instagram accounts every once in a while… but you’re still wondering, who are the people behind all this social media magic? Well, you’re in for a treat.

THESE GUYS ARE CONNECTED…ACROSS THE GLOBE

Online or offline, they always know what’s going on. They’re the experts in social media and they’re probably Instagramming and Snapchatting right now. With over 90 social media accounts on 9 platforms, being part of the team isn’t just posting the prettiest pictures to gain likes; their mission is to turn their 500.000+ followers into Karisma advocates.

They deliver useful and relevant content to our customers; lend a hand when a customer needs help; they invite influencers to generate buzz about the brand and highlight different aspects of our amazing hotels; most importantly, they listen to our customers and what they are saying about us and help improve our services accordingly.

GET TO KNOW THEM A LITTLE BETTER

Head over heels passionate about social media and our hotels, the Social Media Team officially has only 5 members, however shared content comes from hundreds of guests and social media influencers who eagerly share their #KarismaExperience across social platforms.

Stephanie Pineiro is the Social Media Coordinator for Karisma Hotels & Resorts, based in the Miami office.

When she’s not helping the marketing team brainstorm ideas, her duties include overseeing the Karisma social channels, managing the NickelodeonTM Punta Cana account, writing the official Karisma blog, and much more. Her passions include traveling to new destinations, and trying delicious food- thus inspiring her role at Karisma Hotels.

Her favorite thing about social media is being able to discover new things, whether it be a new restaurant to eat at, hotel to stay at, or pair of shoes to purchase (this happens too often).

Energetic, exciting and creative 29 year-old Jelena Brkusanin creates content and manages Facebook pages for El Dorado Resorts, Generations Resorts and Hidden Beach Resort along with all pages for Karisma Hotels Adriatic. Jelena has been working the past 2 years and 2 months in the Belgrade office. Every sunset or sunrise view from our beautiful resorts brings a smile to her face.

“Being the first line of customer service on social media, we have that privilege to share all the valid information and all the beauty of our hotels with our dear guests in real time and being a part of their excitement before their arrival to our hotels and satisfaction after their holiday is the best part of my job.”

Jelena Pavlovic (always selfie-ready) is the Social Media Coordinator for Exotic & Prestige. Jelena constantly perfects the balance between business knowledge and non-stop creativity through her work.

She joined the team in Belgrade when it was only a few months old, as one of their first employees. Jelena enjoys all things travel and fashion, and is in the running for most weekend trips to Turkey.

From her day-to-day activities and personality, you can tell that she’s all about aesthetics. Her favorite platform is Instagram; she loves discovering new ones, and is always the first within the team to try them out. When she is not working or travelling you can find her nose-deep in the latest issue of Vogue.

Constantly updating the social media team with allthings lifestyle and fashion, Dimitrije Popovic is the team’s blogger guy.

The youngest member of the team with a fresh perspective on all things social media, Dimitrije is behind each and every Instagram post across all accounts, and the person that discovers most of the bloggers you can see at properties in Mexico and Croatia.

Dimitrije has an eye for shooting fashion & lifestyle; he is currently pursuing a degree in Psychology, and spends the rest of the time at the office in Belgrade. When he is not in class or working, you will most likely find him at the gym, or travelling around the world combining his passion for photography and fashion.

Last but not least, here comes Neda Kekic, PR & Social Media Manager based in Mexico. She is a Serbia Native that has recently made the move to the Riviera Maya. You will mostly find her behind all of Azul Hotels, Karisma Hotels and Karisma Weddings feeds.

Though all of her posts are always from Karisma’s point of view, you can tell that she tends to deliver good vibes just by reading through her writings.

When she is not hosting bloggers and answering guests’ questions on TripAdvisor and Facebook, Neda is soaking in the new lifestyle of Mexico, exploring its culture and discovering new restaurants. Her favorite platform is Instagram, but she’s slowly developing the same amount of love for Snapchat!

Handling social media may seem like an easy task, but when you have that much level of consistency and a huge brand behind it, it’s no longer as simple as one might think.

Join the conversation and use #KarismaExperience hashtag across platforms!

PASSION FOR SUSTAINABILITY AND GREEN GLOBE AT OUR PROPERTIES IN THE CARIBBEAN

BY: David A. Ortegón-Martínez

“Passion for Sustainability” was implemented at our hotels in Jamaica and Dominican Republic, which will allow us to administer our resources more efficiently. Karisma Hotels & Resorts wants each of our employees to actively participate in the development of any and all initiatives allowing us to be an increasingly competitive business, conserve our natural resources and provide a benefit to the local communities. In effect, we want build tourist destinations that we, our families and guests can enjoy for years to come.

At both destinations, we have a group of team leaders, overseen by General Managers and their Department Managers, working on the following topics:

Efficient Water and Energy usage Efficient Human Resource management Training Social Development Health, Safety and Hygiene Waste Management Communication

Flora and Fauna Conservation Value Stream Legal Compliance Strategic Alliances and Liaisons

This month our properties in Jamaica and Dominican Republic became active members of Green Globe. This will kick off their journey toward the obtaining of this coveted certification, hopefully within a few months, after we accomplish all of their criteria and benchmarks, and when we can demonstrate that our operation contributes positively to the economic, social and ecological development of Negril and Punta Cana.

SUSTAINABILITY POLICY – KARISMA HOTELS & RESORTS

Aware of the COMMITMENT we have as a company, day by day we build with PASSION, a practice of social responsibility amongst our guests, employees, suppliers and shareholders though innovation and continuous improvement of the best management practices and conservation of natural and cultural resources of the region, contributing to the sustainable development of our society.

Passion for Sustainability

AZUL BEACH HOTEL AND AZUL SENSATORI MEXICO, BY KARISMA, START AN ALLIANCE WITH THE PUERTO MORELOS REEF NATIONAL PARK

BY: LYN SANTOS

Puerto Morelos is a small town located in the Northern part of Quintana Roo State, in Mexico. In the 1960s and 70s it was a small fishing village. Little by little, as the whole region’s population kept growing, more and more people moved in with their families. These included researchers, retirees, and hospitality industry workers who were employed in the newly burgeoning Cancun hospitality industry.

Due to the steady growth that was taking place in the region and the increasing pressure being put on the local ecosystems, the local population worked hard, shoulder to shoulder, to achieve a federal status of protected area that became the Puerto Morelos Reef National Park that is part of the Great Western Atlantic Reef Belt (part of the Mesoamerican Barrier Reef System), which is second in size only to the Great Barrier Reef in Australia.

On the mainland, the Puerto Morelos mangrove swamp is a designated RAMSAR* (Convention on Wetlands) site, which means that it is a very rich and biologically important area that is protected at International levels.

It is in this rich and secluded biological setting that two of our hotels are located: Azul Beach Hotel and Azul Sensatori Mexico, by Karisma, in the Petempich Bay, in the Northern part of the Puerto Morelos Marine Park. Both hotels, as part of the “Passion for Sustainability” program, have joined strengths with the Marine Park Management to protect the natural resources of the area, such as the sea turtles that come to these beaches.

Both hotels built protective corrals for the turtle nests and are working along with volunteers to provide site surveillance and they have received training by Park personnel to spread the word among guests and visitors about the importance of ecosystems in the area and how they can help to protect them.

These activities are of utmost importance, to guarantee that the natural beauty that surrounds our hotels will endure forever, for the enjoyment of future generations of guests and visitors and to maintain healthy ecosystems. We invite you to learn a bit more about this important natural area from our Sustainability coordinators.

*”The Convention on Wetlands, called RAMSAR Convention, is an intergovernmental treaty that provides the framework for national action and international cooperation for the conservation and wise use of wetlands and their resources.”

Passion for Sustainability

SO, DO YOU KNOW WHO ‘ESTRELLA’ IS?

Sea Turtle nesting season has begun in the Mexican Caribbean, running from May to October, yearly. Our hotels implement their Sea Turtle Conservation Program, and make plans to welcome them to the beaches, protect their nests and actively participate in their conservation.

It is very important for our company to engender awareness in our guests, employees and their families about the difficulties that sea turtles face in the preservation of their species.

To this end, our Human Resources and Sustainability Departments prepared an audio visual presentation for our employees’ children about the sea turtles. Participating children were given the opportunity to name the new mascot for the Sea Turtle Conservation Program.

The winner in this contest was Joshua Cabrera, the 8-year old son of Tania Roblero Azuara, who happens to be in charge of the Kids Club at Azul Beach, and he was given the privilege of christening the little turtle with the name ESTRELLA (Star).

WE CONGRATULATE THE PARTICIPANTS OF THE SEA TURTLE CONSERVATION PROGRAM’ CONTEST!

Passion for Sustainability

HERE IS THE WINNING STORY:

SO, DO YOU KNOW WHO ‘ESTRELLA’ IS?

“One day I went to the beach with my dad, and we found a turtle, and named it ‘Estrella’ (Star), because when it crawled, it left little footprints that were in the shape of a star. I think the turtle was tired, because it was just a few meters from the beach, and was crawling so slowly, dealing with the sand. I wanted to take it home, but daddy told me that it had a mommy and a daddy just like me, and maybe even brothers and sisters that were waiting for it, just like my family waits for me when I am on my way home from school, so it probably wouldn’t be too happy living with us. So, I just followed along with it to the ocean. But on its way there, its little leg got caught up on a smashed tin can, and try as it might, it couldn’t travel very well with that can stuck on its leg. So dad told me I could help it, because it would not be able to rid itself of it on its own. So I helped it, and finally it was able to reach the water. Dad took a picture and told me that now I would always remember Estrella. I raced the turtle to the sea a few times, but it couldn’t beat me, so I waited for it. When it got to the ocean and swam off, I drew a picture of Estrella and wrote its name below it. The tide came in and washed away Estrella’s little footprints, but when we were done playing at the beach, I made sure that I picked up all my trash, because I remembered how Estrella got stuck, and when it comes back, I want it to crawl around freely, without getting something stuck on it again.”

CONGRATULATIONS JOSHUA!

of the beginning of May

But, what is the KOIP network?

KOIP is the network that allows our properties to communicate with the rest of the company, by simply entering the KOIP code of the hotel or office and extension number of the person with whom we would like to speak. No need to dial long telephone numbers, the KOIP code communication system is much easier.

To call the Dominican Republic for example, you only need to dial 41 and the extension of the person you want to contact.

41 + the extension number

KOIP CODE EXAMPLE

AND

THE NEW HR ERA!

The Human Resources department considers personnel development a basic foundation for the whole company’s growth. So we are now providing new tools that will help improve employees’ key competencies, allowing us all to perform more professionally in each of our positions.

We also heavily reinforce the value of teamwork, with exclusive programs we have prepared based on Karisma’s philosophy.

We introduce:

keep up to date!

Training You

Training is one of our greatest strengths, and gives us an advantage over our competitors, as it helps us guarantee exceptional service. These were the training sessions that took place at our locations over the past four months that keep us at the forefront of our industry:

EMPLOYEE MEETINGS

At our Employee Meetings from January to April our co-workers had a good time, while acknowledging the achievements of the best among them.

KONSINTIÉNDONOS (PAMPERING US)

We know our employees are the heart and soul of our Enterprise, so we’d like to show you some of the best moments from the parties held at each of our locations where we pampered, celebrated and acknowledged all of them!

KARISMATIC DRINKS

INDIA

By Darwin Alberto May Kuyoc Bartender of El Dorado Royale, a Spa Resort, by Karisma

Ingredients:

2 Lychees

1 ½ oz. of Chai Syrup

1 oz of Bombay

1 oz of evaporated milk (Carnation milk)

3 Aztec Chocolate angostura bitters Caviar chai Cinnamon Cardamom

Preparation:

Scent the cup with cinnamon and cardamom. Pour the ingredients to shaker. Macerate the Lychee and stir strongly to get a perfect foam. Serve in the previously smoked glass. Add the 3 angostura bitters accompanied by the Caviar Chai.

Characteristics:

Take this drink as a digestive since it’s creamy due to the Chai spices.

Marcelino Mukul

Ramírez Pérez

Dagoberto Pérez María Mayo Guzmán

Entertainer

CASITAS ROYALE

MARCH

Rodríguez

Elvira Antonio Mateo

Pedro Saladaña