Kontacto No.37-EN

October 11, marks three months since I started working for the Karisma family and I wanted to use this channel to thank you for your support in my induction process as well as to share with you my opinion about the travel industry, our company and some challenges and opportunities that lie ahead in the future. Let’s remember that the tourism industry is aspirational, and after the pandemic, it showed us a new path for everyone, filled with

uncertainties. Even when our recovery has been slow, compared to other sectors, it has been positive. After the experience we all had worldwide, people turned to our industry because they started to feel the need to go out, to travel, to get to know other destinations for their well-deserved vacation that allowed them to have unique experiences that will always make them remember the value of living in the present. Within the tourism industry, the hospitality area began to live again, by providing the spaces and services necessary to live that experience.

Karisma has been characterized by offering that memorable experience through the different brands they manage with products and services of the highest quality, always trying to exceed our guests’ expectations. Our competitors also understood the customer needs, so in order to be one step ahead, we have been improving our offer, with solid foundations that have allowed us to be in a privileged position in the market, by being in constant innovation and creativity in all areas. Partnerships with companies like Margaritaville y Nickelodeon have been critical as well as a high satisfaction level from our customers, encouraging us to keep developing differenciators that make us unique.

In this new post-pandemic stage, I’m sure passion is the key element to attain success, and I’ve seen how everybody who works here has that passion, and we will take that to another level with a solid technological foundation that will allow us to be one of the leader companies in the industry, with a unique, modern, added value for each generation, that can adapt to the customer needs, where memorable experiences become true loyalty and also attract new customers.

We will also keep expanding our presence in key destinations in The Caribbean and Europe, we will strengthen sales through direct channels as well as the Travel Club, we will invest in training sessions for our staff to strengthen and exceed management indicators/ metrics among others.

We know we have great challenges ahead, but we also know that we have opportunities and there is where our main focus should be. Karisma will have new adventures because we are a company in constant movement and that drive added to the talent we have, is what makes the final difference.

I would like to thank the support everybody has given me throughout these three months and I am happy and confident that I made the right decision by accepting to be here with you, because I have been able to witness that in our hands, we have a business with future.

I would like to share with you this quote from Marty Neumeier that has inspired me throughout my career: “Sometimes the enemy is not a competing company, but the old method of doing things”.

Esteban Velasquez Chief Operating Officer Karisma Hotels & Resorts

What’s New at Karisma Hotels & Resorts Awards & Acknowledgements

Organizational Changes

Passion for Sustainability: Glasgow Climate Pact

Realidad Virtual Konociendo nuestros Equipos: Front Desk

Fundación Karisma Surgery Campaigns of Surgical Backlog

Season

Club Members Appreciation

Capital

Place

General Director: Esteban Velásquez

Editor: Estela Paz

Editorial Board: Alberto Roldán (El Dorado Royale, a Spa Resort, by Karisma) Itzeli Martínez (El Dorado Maroma, a Spa Resort, by Karisma/Palafitos at El Dorado Maroma), Carlos Díaz (El Dorado Seaside Suites, a Spa Resort, by Karisma/Hidden Beach, Au Naturel Resort, by Karisma), Sandra Urbina (Margaritaville® Island Reserve Riviera Cancún), Nayeri Ramos (Azul Beach Resort Riviera Cancún), Vanessa Pusey (Azul Beach Resort Negril), Ruth Alvarez (Nickelodeon™ Hotels & Resorts Punta Cana), Genorys Ferreira (Cedar Creek International), Analie Vargas (Margaritaville® Island Reserve Cap Cana), Julián Ek (Margaritaville® St. Somewhere Punta Coco Holbox Island), Sarina Pech (Karisma Travel Club).

Collaborators: Jocelin Rivera (El Dorado Royale, a Spa Resort, by Karisma/El Dorado Casitas Royale, a Spa Resort, by Karisma/Generations Riviera Maya, by Karisma), Amado López (El Dorado Maroma, a Spa Resort, by Karisma/Palafitos at El Dorado Maroma), Elizabeth Vargas (El Dorado Seaside Suites, a Spa Resort, by Karisma/Hidden Beach, Au Naturel Resort, by Karisma), María José González (Nickelodeon™ Hotels & Resorts Riviera Cancún), Grecia López, Azbel Rodríguez (Margaritaville® Island Reserve, Riviera Cancún), Daniel Castellón (Azul Beach Resort Riviera Cancún), Adrián Ortiz (Nickelodeon™ Hotels & Resorts Punta Cana), Miguel Núñez (Margaritaville® Island Reserve, Cap Cana), Lyn Santos (Sustentabilidad), Isabel Arroyo (Fundación Karisma), Daniel Ontiveros (Capital Humano), Gerentes Generales de los Hoteles, Juan Carlos Carrillo (Director IT), Leticia Huitron (Calidad), Erick Mancera (Seguridad).

Creative Director: Antonio Violante

Editorial Design & Ilustration: Nadia Pool, Rodrigo Iturbide

Kontacto

of Karisma Hotels

Resorts.

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

THE NEW AT KARISMA HOTELS & RESORTS

MARGARITAVILLE® ISLAND RESERVE Cap Cana By Karisma

The whole world vibrated on June 2nd with the HEAT Latin Music Awards. The most important Latin music awards that completed their seventh edition this year from the heavenly Margaritaville Island Reserve in Cap Cana, Dominican Republic.

By Karisma

Karisma

By Karisma

By Karisma

The Autism Double Checked program helps us assist guests on some level of the autism spectrum to make their vacations enjoyable and enjoyable. The program consists of three phases:

1. Autism aware: Generic training for all employees on what autism is, its main symptoms and how to support our guests.

2. Autism ready: Specific training by department, to achieve personalized service and greater responsiveness depending on the functions we perform.

3. Autism Double Checked: Preparation of a personalized hotel guide so that all the information that our guests and their families require is available and at hand to make their stay more pleasant.

Currently, the hotels with phase 1 are: Nickelodeon Hotels & Resorts Punta Cana and Nickelodeon Hotels & Resorts Riviera Maya. The hotels with phases 1 and 2 are: Margaritaville Island Reserve Riviera Cancun, Azul Beach Resort Riviera Cancun, Generations Riviera Maya, El Dorado Royale, El Dorado Maroma and El Dorado Seaside Suites. Visits will be scheduled at the end of 2022 for the achievement of phase 3.

CERTIFICATION OF THE SUPER NANNIES

We had the “Certification of the Super Nannies” where all collaborators who carry out this activity in the hotel were trained, with the government institution CONASI.

The whole lifeguard team at the hotel had an evaluation done by the International Red Cross, getting certification for both swimming pool and open sea rescue. Congratulations!

SR. ESTEBAN VELÁSQUEZ C.O.O. for Karisma Group

Venezuelan by birth and with many years in Mexico and other Latin American countries, he is an Electronic Engineer with a Master’s Degree in New Business Technologies. He previously was Sabre Vice President Price Travel CEO. A strategist with a highly analytical approach and sharp interpersonal communication between cultures, these are some of his qualifications that will allow Karisma to continue on its path of expansion.

KARISMA PROMOTED

SR. ANDREW CUMMING General Manager for Azul Beach Resorts Riviera Cancún by Karisma

In October, he was promoted as General Manager for Azul Beach Resort Riviera Cancun, by Karisma. British, but with many years in Mexico, he studied at the Hilton International Hotel School and has had a career in chains such as Hilton, Four Seasons and Karisma Hotels & Resorts. His knowledge from the rooms and financial areas will be critical to ensure continued excellence in this property.

SRA. GEIDRE ZEKAITE Customer Service Manager

Born in Lithuania and Mechanical Engineer by profession, she graduated from Kaunas University of Technology. She has been working in the tourism industry, specifically in cruise lines, to later establish herself and bring her professional skills in customer service to the Karisma Group since 2018. We are pleased with her professional growth in the organization and we trust her charisma will continue to reap the successes that made her worthy of such a promotion.

PROMOTED

LIC. NELLY SÁNCHEZ

General Manager for Margaritaville Island Reserve, Riviera Cancún by Karisma

Nelly is Mexican. She graduated from the Meritorious Autonomous University of Puebla, with a Bachelor’s Degree in Tourism Administration. In her professional career prior to Grupo Karisma, she held the General Management position in hotels of the Bel Air Collection Cancun, Occidental Nuevo Vallarta and Mision Gran Valle de Bravo chains. When she joined Grupo Karisma, she started Hotel Manager, being also responsible for the Rooms.

SR. MAURICIO ZÁRATE

Associate Vice President of Operations

Costa Rican, he has a Bachelor’s Degree in Tourism. He has a high level of skills for the operational management of hotels. With a long career at Meliá and later at Blue Diamond, he now joins us to support the operational consolidation for different destinations.

SR. FLORIAN DÜRRE

Culinary and Service Director

German by origin and a graduate of the Gastronomic School of Berufsfachschule Usingen, he has had extensive experience in international chains in Europe, ,Mexico and the Caribbean with Palace Resorts where he recently worked as Corporate Director of F&B and Cuisine. He previously worked at Karisma, as Executive Chef of the EDRR Complex and Generations Riviera Maya.

SR. HERIBERTO GÓMEZ

Senior Director of F&B

Mexican with higher education at the Gastronomic School of San SebastiánSpain, he has had a successful professional career in several countries in Latin America, the Caribbean and Europe, having served as Corporate Director of F&B and Cuisine for the Americas with Melia, among others.

GLASGOW CLIMATE PACT

We have long known that our dependence on fossil fuels, unsustainable land use and excessive consumption patterns are at the root of climate change, pollution and biodiversity loss. In recent times, COVID-19 has increased our awareness of the connection between these impacts and their risks to human health.

During the United Nations Climate Change Conference (COP26) held on November 13, 2021 in Glasgow, more than 120 world leaders met with the aim of accelerating climate action, thereby adopting the “Glasgow Climate Pact”, aiming to turn the 2020s into a decade of action and articulation for the climate justice movement. The set of decisions consists of a series of agreed points including:

1.

3.

efforts to increase resilience to climate change.

coal as an energy source and phase out “inefficient” fossil fuel subsidies.

greenhouse gas emissions by reducing 50% by 2030.

the necessary financing for climate action, in order to support developing countries in adapting to the effects of climate change and strengthening resilience.

When we talk about tourism, according to the latest study by the World Tourism Organization (UNWTO) and the International Transport Forum (ITF), CO2 emissions from tourism increased by at least 60% between 2005 and 2016, and transportation, in 2016 caused 5% of global CO2 emissions.

Hence the need for a common commitment to unite all agents to transform tourism and make it contribute effectively to climate action, Ratify the global commitment to reduce by halve emissions by 2030 and reach net-zero emissions as soon as possible, and always before 2050. Align actions with the latest scientific recommendations, to ensure that the approach is consistent with the goal that, by 2100, temperatures will rise no more than 1.5°C above pre-industrial levels.

That is why at Karisma Hotels & Resorts, we have joined the Glasgow Agreement, thus committing ourselves to measuring our greenhouse gas emissions and applying a strategic plan to reduce them until we achieve the goals of 50% reduction in 2030 and net-zero emission by 2050. To do so, we will seek to increase energy efficiency, invest in replacing technology for high-efficiency equipment, seek contracts with clean energy providers, and seek to establish carbon offsets in our operations.

To ensure that climate action is aligned across tourism, five shared pathways were agreed so that the plans to follow are the same across the tourism industry:

MEASURE

Measure and disclose all travel and tourism-related emissions. Ensure our methodologies and tools are aligned to UNFCCC-relevant guidelines on measurement, reporting and verification, and that they are transparent and accessible.

DECARBONISE

Set and deliver targets aligned with climate science to accelerate tourism’s decarbonisation. This includes transport, infrastructure, accommodation, activities, food & drink, and waste management. While offsetting may have a subsidiary role, it must be complementary to real reductions.

REGENERATE

Restore and protect ecosystems, supporting nature’s ability to draw down carbon, as well as safeguarding biodiversity, food security, and water supply. As much of tourism is based in regions most immediately vulnerable to the impacts of climate change, ensure the sector can support affected and atrisk communities in resilience building, adaptation and disaster response. Help visitors and host communities experience better balance with nature.

COLLABORATE

Share evidence of risks and solutions with all stakeholders and our guests, and work together to ensure our plans are as effective and co-ordinated as possible. Strengthen governance and capacity for action at all levels, including national and sub-national authorities, civil society, large companies and SMEs, vulnerable groups, local communities and visitors.

FINANCE

Ensure organisational resources and capacity are sufficient to meet objectives set out in climate plans, including the financing of training, research and implementation of effective fiscal and policy tools where appropriate to accelerate transition.

VIRTUAL REALITY

Virtual Reality (VR) is a simulation of a 3D environment that allows users to explore and interact with their virtual surroundings in ways that approximate reality. The environment is created by computer specialized devices, that is why users need to use devices such as helmets or goggles to interact with virtual reality.

TYPES OF VIRTUAL REALITY

Today’s technology has come a long way in being able to deliver realistic sensory experiences, and it holds great promise for commercial use in various types of industries. The types of virtual reality systems can vary depending on their purpose and the technology used, they are normally categorized into:

1. Non-immersive: This type of virtual reality refers to a simulated 3D environment that is accessed through a computer screen, the user has control using a keyboard and mouse, but the environment itself does not directly interact with the user. An example of non-immersive VR are video games.

2. Semi-immersive: This type offers a partial virtual experience that is accessed through a screen or some type of glasses, it focuses mainly on the visual aspect of 3D reality, although it does not incorporate movements with completely immersive characteristics. An example of semi-immersive VR are flight simulators, which are used by airlines and the military to train their pilots.

3. Completely immersive: It provides us with the maximum level to experience virtual reality when the user is completely immersed in the virtual world. Such experience incorporates sound and sight and, in some cases, even touch. Users use special equipment such as gloves and helmets that allow them to completely interact with the environment. They can also add walkers to add movement to the experience in-side the virtual world. Completely immersive is still in its early stages, but has provid-ed good results in the videogames and health industries.

USE OF VIRTUAL REALITY

Virtual reality is commonly associated with video games because it is the industry that has been at the forefront of this technology, although interest has been increasing in other areas such as: Training: With VR it is possible to train staff safely and efficiently, it can be especially helpful for high-risk jobs such as firefighters, policemen, soldiers or health workers.

· Education: Educational institutions have at hand new learning and teaching methods, they can provide students with views into environments that are typically inaccessible while remaining focused on the learning process. For example, a history teacher can show life was like in ancient cities.

Health: VR has the potential to benefit patients, researchers and doctors, it promises treatments for disorders such as anorexia, anxiety or PTSD. On the other hand, doctors can use it to explain diagnoses or treatments.

Real Estate: In this case, VR helps architects to show their plans in 3D, buyers virtually can tour houses, engineers can see ventilation systems, and owners can also see possible ways to remodel.

La Realidad Virtual es una de las tecnologías con mayor proyección de crecimiento ya que será clave dentro de los planes de transformación digital de las empresas, sea como sea actualmente, la Realidad Virtual ya no es ciencia ficción. Está integrada en nuestro presente y, en los próximos años, protagonizará avances que configurarán el futuro.

Koriona Porquin - Front Desk

What do you like most about your #KLife? That all the managers treat you well, the work team is very good and we always support each other. I love the activities that are done at the hotel, they always surprise us with sweets, cookies, birthday celebrations and now the basketball and volleyball games.

What has been your favorite anecdote within the Front Desk? There were some guests with an autistic son, fortunately in previous years the company trained me in a babysitting course and I found out that children with autism get desperate very quickly when making long lines or waiting too long, so I took note and went to the restaurant to tell them what to do in this case. The family found out what I had done and they were very grateful for the action I took to support them with their son, which helped them have a better vacation experience.

For you, what does a person need to be able to work at the Front Desk? The main thing is to have discipline and passion for your work, to be an active person.

What advice would you give someone who wants to start working at Karisma? May you always be willing to listen and learn every day. Punctuality is a very important habit. Always be positive to answer any questions guests may have.

Martires Guerrero - Front Desk Sup.

What do you like most about your #KLife? The treatment given to Team Nick, they are always doing activities for us and celebrating the holidays. The company prepares its staff by giving it a lot of training. There is always the humane treatment of managers towards all their staff.

What has been your favorite anecdote within the Front Desk? 3 years ago an upset guest arrived because no one explained her what the hotel’s activities were like and she wanted her daughter to see the characters. I asked to move to another area because there were several guests doing CHECK IN. I explained in detail the use of the app, activities and shows. The guest told me that this was exactly what she needed, someone who could explain her everything about the hotel. Today, after 3 years, I am still in contact with the guest and we have a long-distance friendship.

For you, what does a person need to be able to work at the Front Desk? Be willing to learn and grow. The more you want to learn, the faster you can grow in the company. You need to be responsible, honest, with a positive attitude.

What advice would you give someone who wants to start working at Karisma? That work experience is necessary, but you must also have a good attitude, be willing to do team work and a desire for growth. The rest, can be learned with time.

NICKELODEON HOTELS & RESORTS PUNTA CANA BY KARISMA

Nickelodeon Dominican Republic Front Desk Team with their manager, Mrs. Yeiry Vicente Encarnacion, who has been there since before the opening.

Carlos Spence - Bell Captain

How long have you been working with Azul Beach Resorts Negril? It’s been a little over 10 years… Oh wow! February 2012 to be precise.

What do you like about working here? I love meeting new people every day; you get to learn a lot from guests and team members through interaction. Additionally, my team members and I have a family bond that is unbreakable.

What quality is needed to work at Azul? Honesty, teamwork, commitment, enthusiasm and leadership abilities.

What advice would you give someone who wants to work for Karisma? Be open minded to learn something new each day and apply your skill sets.

Dalmin García Tejada Front Desk Assistant

What do you like most about your #KLife? What I like the most is being able to start my working day with my favorite hobby, working out in the Team Members gym provided by the company, and then being able to join the operation in a relaxed way, so I can be more proactive and help in case any problem arises.

What has been your favorite at the Front Desk? One day we had four gentlemen who wanted a day pass, we provided service as usual (welcome Popsicle, Flip Flop), we had long conversations about the brand, the rooms, specifications and types. The following day they returned with more people and wanted to see the rooms. When they finished, they introduced themselves as the owners of a new Margaritaville complex in Miami, they said they wanted to take an example of what good structure and service looks like to implement it in their own business.

Front Desk

What do you like most about your #KLife? I think what I like the most is the attitude that TMs have, regardless of the department, they always have a positive attitude.

What has been your favorite at the Front Desk? Well, it’s not like an anecdote per se, but what I like the most and it’s something that often happens to me at the Front Desk, is that moment when you greet the client and you click with the guest in such a way that a friendship is created. Just like with coworkers, that positive vibe and camaraderie.

For you, what does a person need to be able to work at the Front Desk? Have a high level of commitment, responsibility and be proactive.

What advice would you give someone who wants to start working at Karisma? They need to be committed, be motivated and they need to know that they will join a great team that will make them grow and learn many new things. They need to focus on their goals, they need to give their best effort as this company is constantly growing and offers opportunities for all the ones who are capable of taking advantage of them and deserve them.

For you, what does a person need to be able to work at the Front Desk? For me, positive attitude and service are very important, but the most essential thing is integrity and honesty.

What advice would you give someone who wants to start working at Karisma? My advice would be to train yourself and put a lot of effort into it, because belonging to the karisma family is worth it.

Moral: Always treat others the same way you would like to be treated and make sure that concept procedures are followed.

Lisbel Rodríguez

MARGARITAVILLE ISLAND RESERVE CAP CANA BY KARISMA

AZUL BEACH RESORT NEGRIL BY KARISMA

Front Desk Team Margaritaville Island Reserve Cap Cana

Josue Chan Leal Front Desk Supervisor

What do you like most about your #KLife? What I like the most is that you can grow both professionally and personally.

What has been your favorite anecdote within the Front Desk? My anecdote at the Front Desk is when there were only two team members in charge of the Front Desk for all the shifts, it was a very good challenge.

For you, what does a person need to be able to work at the Front Desk? Be patient, be in control, have a vocation and a lot of passion.

What advice would you give someone who wants to start working at Karisma? My advice is to have a very good attitude and willingness to learn, because you may not have the knowledge, but if you are passionate about what you do, you will be successful.

Fabiola Martínez Front Desk Supervisor

What do you like most about your #KLife? What I like the most is the work and the daily work with all the areas involved in the Front Desk and also the activities that I carry out.

What has been your favorite anecdote within the Front Desk? I have many, with my colleagues, my boss, the guests, but what I like the most is that when repeat guest comes back, they look for you and greet you.

For you, what does a person need to be able to work at the Front Desk? They need to like customer service, teamwork and passion to carry out their activities.

What advice would you give someone who wants to start working at Karisma? That they come to work with a lot of energy, and that there are many possibilities to grow in the company, they need to have confidence in themselves, and they need to know how to take advantage of the possibilities.

Jorge Rodríguez

Front Desk

What do you like most about your #KLife? What I like most about my #KLife is the environment, I consider it to be the most important thing, once you have that, everything flows.

What has been your favorite anecdote within the Front Desk? I helped some guests who did not have a reservation with us, they were very sad, I supported them so they could stay, solving the inconvenience and as a sign of gratitude they gave me a tip.

For you, what does a person need to be able to work at the Front Desk? They need to speak English, be tolerant of frustration, know how to manage emotions, have a way with words, be organized, responsible and also have mathematical skills.

What advice would you give someone who wants to start working at Karisma? My advice would be to enjoy your work and always work as part of a team.

Front Desk

What do you like most about your #KLife? Being able to get to know different cultures with guest service and also the beautiful family that we have in the company.

What has been your favorite anecdote within the Front Desk? My promotion, being able to be part of a new team and that they supported me from the first moment to develop the skills that I have today to be part of the Front Desk team.

For you, what does a person need to be able to work at the Front Desk? Patience, dedication, responsibility and above all, love for the position.

What advice would you give someone who wants to start working at Karisma? They need to lose the fear of trying. At first it was a bit difficult for me to believe that I could work in a 4-diamond company, but I think that you can break that barrier of fear and be encouraged to be part of this company.

Hermelinda Hernández

ISLAND RESERVE RIVIERA MAYA BY KARISMA

EL DORADO RORALE A SPA RESORT BY KARISMA

Diego Cajija Pérez

Front Desk

What do you like most about your #KLife? I got to Dorado Maroma without experience and what I liked the most is that many people are given the opportunity to get to know the department, I mention it because I had already applied in several places, and here they gave me the opportunity to start working.

What has been your favorite anecdote within the Front Desk? In general, all services are different, I do not have an anecdote however, I can highlight that there are many guests who are willing to talk and meet people, which makes this job even more pleasant, and there are also some more reserved guests.

For you, what does a person need to be able to work at the Front Desk? Schedule availability, good English level, great willingness to learn and stay focused on the work that is required, since by not paying attention to details, we can provide a poor service.

What advice would you give someone who wants to start working at Karisma? That all the staff take advantage of the opportunity to learn everything they teach, that they value the opportunity they are given and have a good attitude to improve their work.

Jair Fuentes Estrada

Front Desk

What do you like most about your #KLife? Being able to meet new people every day and being able to provide them with the service offered by the company.

What has been your favorite anecdote within the Front Desk? Being able to have a true friendship, as well as controlling guest problems that arise day by day.

For you, what does a person need to be able to work at the Front Desk? The main thing is attention to detail in every way, also a lot of patience and a lot of skills to control and know how to handle a complex system.

What advice would you give someone who wants to start working at Karisma? Take all the motivation to work and leave all work related stress at work.

EL DORADO MAROMA A SPA RESORT BY KARISMA

Front Desk Team Nickelodeon Hotels & Resorts Riviera Maya

Front Desk Team Margaritaville St. Somewhere Punta Coco Isla Holbox

SURGERY CAMPAIGNS OF SURGICAL BACKLOG

The pandemics caused by the SARSCOV-2 virus created a collapse in the health system because due to priorities, many surgeries were not considered urgent and had to be postponed for almost three years. Most of them were orthopedic, biliary surgeries or hernias.

Today, surgical backlog is huge and there is no budget in the health system that will meet that demand, nor are enough supplies, medications, health staff, optimum equipment, instruments or enough beds to solve this crisis. This situation causes a person to have a complex surgical procedure or unfortunately even die, when those procedures could have been done without complications or even done on an outpatient basis.

A pesar de que la vacunación en México ha permitido que existan menos pacientes ingresados por complicaciones del COVID-19,

Even though vaccines in Mexico have allowed to have less patients admitted to hospitals due to COVID-19 complications, there is still a waiting list to get service in a public hospital for free.

In July there was a call to get possible cases that could be supported by the Company. Surgeons, internists and anesthesiologists came to assess those cases, and it was determined that 20 patients could benefit from the service. From those patients, 11 have already had surgery and the rest will go into surgery in October.

This type of campaigns allow us to optimize resources from the Foundation and contribute to solving the crisis we currently have in Mexico in terms of public health. We hope we are able to continue with this type of programs that have an impact in society and contribute to improve quality of life for our collaborators.

HURRICANE SEASON

What to do before, during and after

Every year the month of June means that we are half way through the year. However, for those of us who live in the Caribbean area and are dedicated to the tourism industry, it also represents the beginning of the hurricane season and with this, mother nature challenge us on a daily basis.

It is known by the vast majority of people that hurricanes are natural phenomena that bring with them very strong winds and large amounts of rain water, that can generate great devastation and can even take people’s lives. For this reason, the best shield that we can use to protect ourselves against a contingency of this type is and will be reliable information, coming from official sources and the actions that we have to carry out to prepare ourselves before, during and after this type of threat. That being said, the following are very important recommendations:

BEFORE Hurricane season for the Atlantic begins on June 1st and ends on November 30th. This does not mean that it can’t start before and end much after this date period.

· Always stay tuned for reports and weather information from official and reliable sources. Avoid listening and sharing rumors.

Take advantage of time to do cleaning work in your home: drains, gutters, roofs, AA support, water tanks and everything that can be lost due to strong winds.

· A good investment for the future is the installation of anticyclonic windows.

In case you need it, identify the closest temporary shelter and the route to get there quickly.

Store food, drinking water, and have emergency supplies on hand. Keep important documents in plastic bags.

Close doors and windows, cut off gas and electricity supply.

DURING

When the hurricane reaches our town, it is recommended to stay at home or at a temporary shelter until the authorities report that the danger is over.

Stay in a safe place, away from windows that, when broken, could cause any injury.

Avoid being curios about the phenomenon and avoid irresponsible behavior that can cause serious injuries.

It is very important to stay calm and continue to be informed.

AFTER

Continue to be protected until the authorities report that the danger is over.

Keep gas, electricity and water supplies disconnected until you make sure there are no leaks or damages to electrical installations.

· If your house was damaged, report it to the authorities and stay in a temporary shelter.

Avoid wandering or visiting areas with greater impact, do not step on electrical cables or walk under or on the side of trees or poles and buildings about to fall. Avoid driving on roads or highways.

These are just some of the many recommendations that could help us be safe. Remember information is the best tool, is you remain informed, you will protect yourself and your loved ones.

NICKELODEON-BRANDED TREATMENTS

Nickelodeon Spa treatments were inspired by the most beloved cartoon characters. The Farmhouse Fresh brand products used were selected because they share elements of the food and environments enjoyed by the characters themselves. Farmhouse Fresh products are authentically made with other organic fruits, vegetables, herbs and oils grown locally on American farms. They use certified organic ingredients and up to 100% natural ingredients: paraben free, gluten free, vegan and cruelty free.

3, 2, 1, Bubbletown Spa Party! Kids will enjoy the spa treatments where they can create their own fresh fruit and herb scrubs, mixing and matching their treatments with natural ingredients like strawberries, blueberries, or fresh mint! They will learn a bubble technique to create their own mask and enjoy a dessert that goes with the treatment of their choice.

TRAVEL CLUB

MEMBERS APPRECIATION WEEK

Members Appreciation Week is an annual event when we give an added value to the Exotic & Prestige Travelers membership to boost members reservations at Karisma Hotels, by promoting exclusive events on specific dates.

Members of Exotic & Prestige Travelers or Exguest are the hotel’s most valuable guests, because they joined our Loyalty Program in order to continue traveling to the different Karisma hotels with greater benefits and services, that’s why they are considered VIP guests.

To manage exclusive MAW events, a theme is selected to develop a series of events for members who stay with us during that week, by using the hotel resources including regular operations and banquets.

Each Hotel creates an agenda with events for members staying with us during MAW which include activities from all departments such as F&B, Kitchen, Entertainment and SPA.

Exotic & Prestige Travelers is in charge of scheduling meetings and scouting between the different hotels to complement what has already been planned by the hotel with extra elements such as: decorations, shows, entertainment or furniture that does not exist in the hotel. In the same way a menu is expected for each hotel with a GIVC quality. The hotel’s commitment is to provide a superior experience to what members are used to. In a similar way, Exotic & Prestige Travelers promotes events through all available channels and meets the previously stipulated attendance of partners.

The objective of the inHouse MKT team is to use MAW as a tool to sell memberships to members’ guests and also sell upgrades to existing members.

It is important to do events live broadcast scheduled during MAW through social media, as well as to promote the destination and exceptional service.

Finally, as a result of the joint work of all the areas from the Club and the Hotel, it is a successfully coordinated event and member’s expectations are exceeded with the agreed budget.

The following are some pictures of the event in all the hotels operated by Karisma…

In previous weeks,

had

years, and learn how

feel in the different facilities in

the Dominican Republic and Jamaica.

After being unable

almost

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work with colleagues and leaders and of course, to our

service for guests. We return with great enthusiasm to carry out

that allows the organization to know how all collaborators feel.

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KARISMA

The most important thing is the last question of the survey that says: Taking everything into consideration, would you say this is a great place to work? The result for Mexico was 88%, for the Dominican Republic was 90%. This allows us to be committed as a company, to continue striving, innovating and improving the different aspects that are important for our people.

Now, we need to review the results through the “Reaction Meetings” and listen to our collaborators, on how we can continue to improve, continue to be the ideal place to work that we all want. The Human Capital departments will be carrying out these work sessions and the proposals will be presented to the General Managers. Later, we will report the ones that were authorized and we will be working on them in the coming months; so next year we can be in better positions compared to other companies in the industry. For now, we invite you to enjoy the different moments experienced during the survey in the business units.

WE ARE QUALITY

At Karisma Hotels & Resorts we make sure we create the best experiences in each and every one of our Hotels, offering a quality service that allows us to be the best. To be certain that our service is always the best, we have a Quality team that makes sure that processes and guidelines are carried out in each of the hotels that guarantee excellence. The Corporate Quality Direction has five pillars:

STANDARDS

They are responsible for carrying out audits of service sequences, setting up guidelines, doing presentation and standardization of each experience for all guests. The standards area helps us meet the objectives by identifying improvements and areas of opportunity in the processes and suggest corrective actions that allow us to improve.

The standards area carries out regular visits to the properties, complying with a specific schedule that includes process evaluation, improvements identification and incidents audit, guaranteeing the cycle for continuous improvement.

MANUALS AND PROCESSES

They make sure they establish and document guidelines for each process that is carried out in the hotel operation. In a similar way, they are responsible for distributing these tools that describe regulatory compliance, guest experience and key processes for the operation.

Through this area, all the elements that make up an experience have the necessary documentation to operate them, making sure they can be replicated in new properties belonging to the same brand.

HYGIENIC FOOD MANAGEMENT

Their responsibility is to ensure quality, hygiene and safety for food management, improve prevention mechanisms, control and diagnosis of poor practices. They are in charge of corroborating the adequate environment for the reception, storage, refrigeration, preparation and assembly of food prepared in all the Resorts.

CUSTOMER SERVICES

They represent Karisma Hotels & Resorts with guests. Their main function is to provide our guests with an experience of the highest quality through proactive and immediate assistance in any situation that may generate a moment of dissatisfaction, always with the aim of keeping them happy as well as generating a loyalty connection towards the brand.

SUSTAINABILITY

They supervise and evaluate Karisma Hotels & Resorts processes regarding sustainability and compliance with environmental impact regulations, identifying areas of opportunities for the company to improve. They are not only involved with an administrative area, they must inquire all areas, from the value chain to those areas that can affect the company’s profitability.

THE

NICKELODEON HOTELS & RESORTS PUNTA CANA

THE BEST OF THE BEST

DORADO ROYALE A SPA RESORT, BY KARISMA

Eduardo Sanchez Hernandez Colaborador

Walter de Jesus Orozco Supervisor

Noe Garcia Guzman Colaborador

Yanet Perez Mendez Colaborador

Elena Victoria Hernandez Supervisor

Jose Alberto Sanchez Salinas Colaborador

Lisja Giovanna Osorio Lopez Colaborador

Jose Baez Dominguez Supervisor

Jesus Sandoval Chi Tzeek Colaborador

Sergio Nestor Tun Supervisor

Jorge Alberto Barranco Colaborador

Jacob Israel Uc Miss Supervisor

Patricia May Martini Colaborador

Jaime Sanchez Rodriguez Supervisor

William Can Cahun Supervisor

Leonor Amayrani Hernandez Supervisor

Gabriela Gonzalez Lopez Colaborador

Perla Jazmin Rodriguez Supervisor

Isaias de los Santos Conde Supervisor

BY KARISMA

Susana Sánchez García Colaborador

Trinidad Cruz Hernández Colaborador

Reyna Zuñiga Escarcega Colaborador

MARGARITAVILLE®

KARISMA

MARGARITAVILLE®

BY KARISMA

Edwin Solano Supervisor

Franchesca Valdéz Colaborador

Gil Mria Fortuna Colaborador

Jireth Pineda Colaborador

Joel Antonio Mendéz Colaborador

Maireni Mojica Supervisora

Manuel Rosario Supervisor

Oscar Alberto Cedano Colaborador

Rosaura Bonifacio Colaborador

Samuel Grullón Supervisor

Vladimir Frías Supervisor

Wilkin Profete Supervisor

Wanda Rosario Colaborador

Yecika Pinales Colaborador

Cesar Octavio Martínez Supervisor

Cristino Muñoz Colaborador

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