Four-monthly Publication. Year 4 Vol. 14, Riviera Maya, México
CANADIAN BEEF
CULINARY SERIES GENERATIONS RIVIERA MAYA
OPENING
KARISMA REBRANDING
Editorial
Four-monthly Publication, year 4 Vol. 14, Riviera Maya revistakontacto@karismamexico.com
Index 3 7 8 10 14 16 18 20 21 22 24 25 26 28 30 32 36 38 42 44
Training (K-Pacit-arte) Generations Resorts by Karisma Coworkers Meetings Pampering Ourselves (Konsintiéndonos) Karisma Hotels & Resorts in Colombia Knowing what is new about GI Saying goodbye to 2013 We are México Passion for Sustainability Canadian Beef Culinary Series Quality Temazcal Azul Sensatori Jamaica by Karisma Information Technologies Rebranding Prestige & Exotic Travelers A day in the life of ... Mayoras in Action The most Karismatic beverages The Best of the Best
General Director: Sasa Milojevic Editor: Martín Espinoza
Editorial Board: Nayeri Ramos (Azul Beach) Rubí Méndez (Azul Fives) Armando Bernal (Azul Sensatori) José Luis López (El Dorado Maroma) Alberto Roldán (El Dorado Royale- El Dorado Casitas) Coynta Arzola (El Dorado Seaside Suites) Estela Paz (Exotic Travelers / Prestige Travelers) Nelly Herrera ( Karisma) Coworkers: Claudia Platas (Azul Fives) José Antonio Valle (Azul Sensatori) Luciana Méndez (El Dorado Maroma) Hugo Estrada (El Dorado Seaside Suites) Héctor Gassos (El Dorado Royale ) Dania Phang (Azul Sensatori Jamaica) Alejandro López (Generations Riviera Maya) Noé Landa (Allure Chocolat /Allure Bonbon) Víctor Castro (Prestige & Exotic Travelers ) Jeroen Hanlo (Karisma) Grecia López (Karisma) Lisset Lozano (Karisma) Predrag Krstajic (Karisma) Carlos Ortiz (Karisma) David Ortegón
Art Direction: Rosalinda Graf Editorial Design and Illustration: Gonzalo Estevez, Antonio Osuna
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
Dear Coworker (s),
A
s you know, Branding is an essential part of the life of a company. A product or service can keep on running, develop and transcend through its branding. Our company, Karisma Hotels & Resorts, aware of its responsibility as a leading company in the hospitality industry, and in order to strengthen that leadership, has launched a Rebranding process this year. Among the most representative actions of this Project are a slight modification to the “KARISMA” logo and the substitution of the “GI” logo for the “KARISMA GOURMET INCLUSIVE® EXPERIENCE”.
We aim to transmit a friendlier atmosphere to our guests in order to reinforce their loyalty and allow them to differentiate us from our competitors because of our exclusivity and personalized service. “KARISMA GOURMET INCLUSIVE® EXPERIENCE”, is the logo that proudly sets us apart from our competitors and commits us to stepping up our efforts in the search for excellence and continuous improvement. I invite you all to join us, with enthusiasm and PASSION, in this and every other Project undertaken by Karisma Hotels & Resorts in order to enhance our guests’ satisfaction and the wellbeing of our collaborators.
THANK YOU VERY MUCH!
Kontacto Magazine Free circulation Four-monthly Publication, property of El Dorado Spa Resorts & Hotels y Azul Hotels by Karisma
Adress: 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.
Mr. Sasa Milojevic Vice President of Operations Karisma Resorts de México
Training (K-Pacit-arte)
A
t Karisma Hotels & Resorts we are certain that our collaborators’ training is an essential tool to succeed in helping our guests enjoy a memorable GOURMET INCLUSIVE EXPERIENCE. Thus, we step up our efforts, at every property, in providing many training courses that will bolster the capabilities and attitudes of every one of them, in benefit of our service standards. These training programs also consider important content, such as preventing work-related accidents and hazards, optimizing the hygienic handling of food, and bolstering our Passion for Sustainability.
KEEPING UP TO DATE
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4
Training (K-Pacit-arte)
CONOCER
CERTIFICATE
INDUCTION
PROGRAM
Training (K-Pacit-arte)
SUSTAINABILITY PROGRAM
PREVENTION AND
SECURITY
5
6
Training (K-Pacit-arte)
PASSION FOR THE
SERVICE
WE INVITE YOU TO PARTICIPATE IN OUR UPCOMING COURSES!
Generations Riviera Maya
GENERATIONS RIVIERA MAYA
7
O P E N I N G SHAMANIC CEREMONY CEREMONY
O
n January 31 we took part in the opening of Generations Riviera Maya by Karisma, where Karisma Hotels & Resorts’ owners and executives performed the traditional ribbon cutting and blessing of the facilities. Generations Riviera Maya by Karisma is an extraordinary 144-suites hotel located on a serene and isolated beach stretch of Mexico’s Mayan Riviera.
I
n keeping with the traditions of the Mayan culture, and in order to fill up with positive energy, a Shamanic ceremony was also held at Generations Riviera Maya, with the owners, corporate staff, area managers, and special guests in attendance and filling up on positive energy, with a wonderful attitude and passion focused on the success of this new challenge.
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Coworkers Meetings
COWORKERS MEETINGS T
hrough them, we are informed of news and projects in the organization on a monthly basis, and in the midst of a healthy and fun atmosphere we are announced of those who receive the Best Collaborators awards in all categories. In recent months, the departments in charge did a great job at organizing a Mexican Party, a Halloween Party, and even a “Cirque du Comptrollereil� event. From folklore costumes and mariachis, to mommies and dancing skeletons, singers, and jugglers, it has all left us with many wonderful memories to cherish. Thank you all!
We invite you to participate so that every meeting may be special and unforgettable!
Coworkers Meetings
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Pampering Ourselves (Konsintiéndonos)
ONSINTIÉNDONOS (Pampering Ourselves) ACTIVITIES FOR THE STAFF
D
uring the last months of 2013, we carried out several activities thinking of our collaborators. We thank every department involved in making each of these activities successful. “WEAR YOUR NAMETAG” CAMPAING: In fulfillment of our standard, we made sure to verify that all collaborators would wear their nametag. Don’t forget – your nametag is an integral part of our personal appearance standard.
DOMESTIC VIOLENCE LECTURE: The Specialized Unit on Gender and Domestic Violence Services counseled our collaborators on what to do or whom to turn to in case of need.
VICTIMS RELIEF: Karisma joined the cause of aiding the victims of the natural disasters that struck the states of Guerrero and Veracruz. Many collaborators donated various articles that were later taken to the affected communities. Donations mainly consisted of food and bottled water. We’d like to express our gratitude to those who joined this noble cause.
Pampering Ourselves (KonsintiĂŠndonos)
DAY OF THE VIRGIN OF GUADALUPE: Pilgrimages, mass, songs accompanied by a mariachi band gave testimony of our faith and gratitude to the Holy Virgin of Guadalupe.
AWARDS DINNER: Celebrating the collaborators with the highest number of mentions in the Guest Satisfaction Surveys.
PINK RIBBON CAMPAIGN:
We joined the Breast Cancer month awareness campaign, wearing a small pink ribbon. Remember that the best way to fight breast cancer is early detection.
HEALTH CARD PROCEDURES: A visit from the Secretariat of Health to the facilities of the hotel was coordinated in order to take blood samples for the processing of Health Cards, in support of those collaborators who needed to obtain or renew their card.
HOUSEKEEPER’S DAY: We proudly celebrated our housekeepers with a delicious menu, games, dancing, and contests.
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Pampering Ourselves (KonsintiĂŠndonos)
BREAKFAST – LUNCH WITH THE MANAGEMENT:
A pleasant interaction that allows the General Management to be close to its collaborators and to draw upon their ideas and suggestions in an atmosphere of trust.
ALTARS CONTEST: Twelve altars distributed in various areas of the El Dorado Royale hotel were active proof that this tradition is still alive.
13th ANNIVERSARY OF KARISMA: We held a major celebration on our thirteenth anniversary with the exciting Karisma Olympics and a gala dinner, with all medal winners in attendance.
Pampering Ourselves (KonsintiĂŠndonos)
CHRISTMAS DECORATIONS CONTEST: Every department at the El Dorado Royale hotel proved its creativity and enthusiasm in decorating their work areas, succeeding in transmitting their Christmas spirit to everyone around.
BIRTHDAY CELEBRATIONS: We congratulated our coworkers with joy and enthusiasm.
WORK ATMOSPHERE SURVEY: Given the importance of your opinion and contribution, we carried out the Work Atmosphere survey in the month of December, with a general average result of 89.55%.
DIMENSION
AZB
AZF
AZS
EDM
EDR
EDS
KRM
KARISMA GROUP
Company Values
92.00
88.23
86.66
87.90
89.17
90.23
85.99
88.60
Safety and work equipment
91.85
89.06
87.78
87.39
89.76
91.02
85.04
88.84
Human Resources
91.28
90.86
86.45
88.00
88.85
90.04
80.71
88.03
Comunication
91.96
89.55
88.44
86.67
89.21
90.92
86.94
89.10
The Company - Pride and imparciality
96.37
94.08
93.22
94.93
94.53
95.69
92.13
94.42
My deparment and the relationship with my boss
92.04
89.05
86.42
87.22
88.47
90.04
92.13
89.34
Remuneration and Acknowledgement TOTAL
92.48
88.79
87.59
87.74
90.18
90.96
81.87
88.51
92.57
89.95
88.08
88.55
90.02
91.27
86.40
89.55
DELIVERY OF CHRISTMAS BASKETS: We express our gratitude for your effort and loyalty in the form of this small gift for your family.
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Karisma Hotels & Resorts in Colombia
Our facilities consist of 2 boutique hotels, spectacularly serviced by 49 collaborators.
O
n January 22, 2014, the executive of Karisma Hotels & Resorts held a cocktail party for the launch of our Allure Brand in the City of Cartagena, Colombia and South America, where the owner of the Allure Chocolat and Allure BonBon hotels, Mr. Henry Char and family received our gratitude. In attendance at the event, were the members of the Cartagena guild and community, representatives of COTELCO, the Secretariat of Tourism, of Proexport, of the Conventions Center, of the Office for Conventions and Visitors, as well as friends and guests of the Char family, along with representatives of the media, such as El Tiempo, El Universal, TV Cartagena and the prestigious magazine “Estilos de Vida�. Our Hotels are located in Cartagena de Indias, Colombia. Cartagena de Indias is a colonial city in the heart of the Caribbean seashore on the Northeastern part of Colombia.
Karisma Hotels & Resorts in Colombia
With easy Access, either by air, land, or sea, it is visited every year by thousands of tourists for whom the city is the perfect site for work or leisure. This charming city has a diverse and mostly bilingual (Spanish – English) accommodations infrastructure. The official currency is the Colombian Peso, which fluctuates with a representative exchange rate in relation to the American Dollar. The average temperature in the city is 30 degrees Celsius, and the water in its beaches is warm the year round, which is a great reason to keep it in mind as an excellent tourist destination any time of the year. The historic downtown area, the Ciudad Amurallada or Walled City, was declared Colombia’s National Heritage by UNESCO in 1959, and being a city filled with history, UNESCO declared it part of the Historical and Cultural Heritage of Humanity in 1984. In the year 2007, its military architecture was designated as the fourth wonder of Colombia.
Beyond its tangible patrimony, is the intangible one. Its multi-culturality, its live-history aroma, its flavors, colors; its diversity. The joy, vitality, and warmth of the people of Cartagena; what is popular now along with what was always popular allow Cartagena to show itself to the world as a unique, infinite, authentic, and spontaneous city of multiple experiences. Its historic center, known as Little Stone Corral [El Corralito de Piedra], its streets, houses and balconies are living evidence of the Republican and Baroque architecture of a Spanish village from Colonial times. Intact remains of watch towers, cannons, fortifications, bulwarks and military batteries are part of the invaluable heritage that turns our guests’ visit into an eternal experience of a magical, historic and beautiful city where the past, the present and the future converge. Cartagena de Indias was the first province to gain its Independence from the Spanish Crown, on November 11th, 1811, a date remembered and celebrated nowadays as the Bicentennial of the Independence.
For more information, visit: http://allurechocolathotel.com/ · http://allurebonbonhotel.com/
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Knowing what is new about Karisma
NEW DINING ROOM AT THE
EL DORADO ROYALE HOTEL
“MEYAH” A
fter many proposals for the name of our new dining room, the chosen name was Meyah, which means “to serve”. This dining room serves breakfast, lunch, and dinner to the collaborators of El Dorado Casitas Royale and Generations Riviera Maya.
We invite you to enjoy and take care of it! Remember that it was created for you.
Knowing what is new about Karisma
SENSIMAR SECTION
AT THE EL DORADO ROYALE HOTEL
S
ensimar is the new section of the El Dorado Royale Hotel, a Spa Resort, by Karisma, offering the KARISMA GOURMET INCLUSIVE® EXPERIENCE seal. Sensimar Riviera Maya is a concept designed for the Tour Operator TUI Germany, which focuses on the German Adult market, offering endless activities for couples. The new Sensimar section opened its doors on November 4 of last year, with 105 rooms, a Gourmet Corner on the beach called Kick, and a Swim Up bar named Spot. Among the facilities of Sensimar are highlighted the Mexican Corner [Rincón Mexicano] Restaurant, offering a breakfast food display, as well as A la Carte service for lunch and dinner, along with other customer service areas, such as: • Bow and Arrow [Arco y Flecha] • SkyMassage • Guest Services Gazebo • Fitness Outdoor
For the opening of Sensimar, within the El Dorado Royale complex, collaborators from various departments were trained on this new concept, including a tour within the facilities for them to learn about the new consumer centers, activities areas, schedules, etc.
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Saying goodbye to 2013
2013 SAYING GOODBYE TO
L
ast year was plenty of joy, opportunities, growth, and learning for everyone. For Karisma Hotels & Resorts, it especially was a year of growth and consolidation, achievements accomplished thanks to the passion and commitment of each of its collaborators. As a token of our gratitude towards all of our collaborators, for their care and dedication in the various tasks each performs, Karisma Hotels & Resorts held various events, such as: Christmas Posadas, cocktails, gift raffles, and more.
Saying goodbye to 2013
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We are México
W
e continue with our virtual tour through our beautiful Motherland, getting to know the states that make up our country. In this quarter, we learned a little more about: Guanajuato, Michoacán and Quintana Roo.
“To the Motherland” (fragment) Blessed night of glory That thus stirs my spirit, Blessed among the blessed Nights of liberty! Time of triumph in which the people Could finally view in its omnipotence, The sun of independence And the rupture of the dark. I love you… and as I grown closer To this altar to victory Where the motherland and history Contemplate our delight, I come to add to the tribute That the people are so keen to offer, With my chanting as a Mexican, My woman’s heart. Manuel Acuña (Poem recited by a little girl in “Tacubaya de los Mártires”, on September 11, 1873)
Passion for Sustainability
COMMUNICATING OUR ACHIEVEMENTS By David Ortegón
F
or more than 2 years we have been working on our “Passion for Sustainability” program, achieving great successes in making our company increasingly competitive and responsible. For that reason, it is then also increasingly important for us to know and learn how to correctly communicate to our guests and coworkers, the elements that make up our Sustainability Policy, and the programs and projects we have completed.
.
Below, you’ll find a list of the basic elements you need to know about our “Passion for Sustainability” program, so you may participate and correctly inform our guests about our initiatives: Collaborators’ Sustainability Pins: 10 pins related to the various aspects of our “Passion for Sustainability” Program, accompanied by a specific speech in English and Spanish. A promotional Video on Pitahí Jams. A video on the Marine Turtle Conservation program, and on our Conservation Program. A “Passion for Sustainability” spot explaining our Efficient Resource Management concept, and the care of our tourist destinations.
Also, we have digital and printed materials available for our guests at the Reception area and in the Concierge Gazebos of each property, dealing with: Local attractions, local flora and fauna, the guests’ code of conduct, Pitahí Jams, and our marine turtles adoption program. All of this material is available for your reference from your first day of work. If you don’t know it yet, or if you have questions about these initiatives, attend the training sessions on Sustainability or ask the Sustainable Development Coordinator of your hotel.
Green Globe videos on Youtube: 7 videos showing the most relevant aspects of the Sustainability program at each of our properties in the Mayan Riviera. Video: “Follow the Frog” about the Rainforest Alliance Program – Certification of the El Dorado Royale Greenhouse.
Remember: the way in which we provide information to our guests is essential to guarantee the success of every project. That is why it is so important for us to be familiar with these informative elements and be able to communicate them in the correct manner, especially for those of us who come in contact with guests.
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Canadian Beef
I N T R O D U C I N G
T H E
N E W
CULINARY SERIES Canadian Beef
A full year celebration of prime AAA quality beef matched with fine wines under the spectacular sky of the Mayan Riviera. Every month, for a full week, this program will showcase a different chef and a wine expert, who will, hand in hand, create a unique and exciting culinary experience.
K
Karisma Hotels & Resorts created the unique concept Gourmet Inclusive Experience . It is different from the well-known common concept of “All Inclusive� since what Karisma offers to its guests is access to food and wine in high quality restaurants, with the service one can only expect to find at luxury, European Plan hotels.
For this year, 2014, Karisma has increased its special offer to guests by means of a second week of extraordinary culinary events matching food and wine. Karisma made an agreement with Canadian Beef, the representatives of the Canadian industry of beef, whereby renown Canadian chefs and wine experts from Jackson Family Wines host a week of events combining that special Canadian beef with handcrafted wines from the most highly recognized vineyard in the world. It is a second week of out-of-this-world events, since last year, under the direction of Jeroen Hanlo, Corporate Vice President of Food and Beverages of Karisma Hotels & Resorts, an agreement was reached with Jackson Family Wines for that company to be in charge of hosting special food and wine matching events on the first week of every month. The series was a complete success with the chefs and sommeliers talking about the wines provided by Jackson Family Wines. Now, the second week of every month, holds every promise of becoming another major success for Karisma. The chefs who have been scheduled to display their talents and creativity in
Canadian Beef
Canadian Beef
G
ood, essentially healthy food. Produced in accordance to world class quality and safety standards, Canadian Beef is made from cattle grown and processed in Canada. Canadian Beef’s breeders are dedicated to grow cattle with respect towards their animals and the environment. Canadian Beef is globally recognized for its strict and progressive evaluations, its food inspection and safety standards, and for delivering high nutritious value in every bite. the preparation of Canadian beef delights, include culinary artists who have been in charge of the kitchen of the General Governor of Canada; the kitchen of General Consul of Canada to New York; the Food Services for the House of Commons in Ottawa, Canada; and Canada’s Iron Chef, apart from starring in various TV cuisine shows of Canada’s Food Network. Thus, only the most successful Canadian chefs will participate in this series of gastronomic events that are to be held at the exclusive theatre of the El Dorado Royale hotel in Puerto Morelos. “Our goal is to offer our esteemed guests a memorable experience whenever they stay with us,” said Mr. Hanlo. “And, of course, that includes Access to the best of the world of gastronomy, food and wines. We expect we shall continue looking for new unique experiences for our guests, because in this industry whenever you take the time to rest on your laurels, you end up lagging behind”.
Jackson Family Wines
P
assionate about wine production, at every stage, from the acquisition of the most fertile land the world can offer to the tremendously delicate sowing of grapevines, the harvesting of grapes, and, finally, all the way to the bottle, and even to your glass of wine, this family-owned company has devoted five generations to the creation of the best handcrafted wines. It currently holds thirty-five vineyards throughout the world, but it started with just a few hundreds of bottles of Lake County Chardonnay. When Jess Jackson handcrafted this initial “run” in 1982, he had a single goal in mind: to create a world class wine that people would love. People did love that wine and, thanks to that, those first 500 bottles were the foundation for this family company and the many brands they now proudly produce, by hand every single one of them.
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Quality
QUALITY SPEAKING OF QUALITY
F
or several centuries now, there have been quality standards
that aren’t substantially different from
those
of
other
people.
Quality assurance strategies and tools may have changed, but the basic expectations of clients have essentially remained unchanged for a very long time. Even though the demand for quality has been part of human nature for quite a long time, its quantification and the setting of formal standards are decidedly a phenomenon of the Twentieth Century. Attention to quality in the last two decades has created a global
Our Policy “We are committed to exceed the expectations of our clients by means of the fulfillment of our quality standards and the continuous improvement of our established processes”.
Karisma Satisfaction Indicators Guest Satisfaction System (SSH) Weddings Satisfaction System Service Sequence Audits Processes Audits Collaborators Satisfaction System
Do you know what the SSH is? Guest Satisfaction System (based on its Spanish initials) It is an online survey that contains specific questions for each of the departments in the hotel. At the end of their stay, we ask guests to score the service they received from us in order to measure their degree of satisfaction. Based on this evaluation, we produce a numerical report containing the results for each area.
consumers market which is also
How do they score our service?
focused on the search for quality. They
100 (Excellent) 70 (Good) -25 (Bad) -100 (Very Bad)
think they know what it means, that
Based on these parameters, we estimate our Satisfaction percentage on a daily basis.
they can recognize it when they see it, and, more importantly, they expect (even demand) quality from every product and service they purchase.
It is not only a numerical factor we obtain, your service is also commented on by our guests. We will be sharing all congratulatory comments with you!
SPA
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TEMAZCAL The Steam House By: Grecia López
T
emazcal was named the “Healing House” by the Mayans. This traditional purification ritual consists of adding medicinal herbs to a wooden and volcanic rock fire in order to produce steam, which helps eliminate toxins from the body. A Shaman acts as the guide through this ancient ritual that cleanses the mind, body, and soul of participants. Even though steam baths have been used in many cultures in various parts of the world, temazcal has been especially important for the native American cultures, both because it is part of a person’s everyday bath or as a holistic healing tool. Temazcal represents Mother Earth’s womb; thus, it is linked to the goddess Toci. For the indigenous tradition, its everyday purpose is that of a bath, and that is why it is linked to purification, since the mind is clean when the body is clean. Mesoamerican people linked temazcal to the concept of “Tezcatlipoca”, related to the smoke produced by the burning ambers used to heat the temazcal stones. Steam houses, temazcal or inipi, are a powerful therapy that links us to the earth and nourishes the awakening of our ancestral memory. But apart from spiritual work, this medicinal circle gives us today many other physical benefits.
within a temazcal leads the body to sweat; moisture allows the sweat to evaporate, and thus the self-regulatory system in our bodies, formed by the sympathetic nervous system and the parasympathetic nervous system, responds (homeostasis), speeding up circulation and producing sweat, further eliminating toxins. In this manner, one sweats more than when practicing any form of physical exercise because, during and after temazcal, the body’s metabolism reaches a rhythm similar to that of jogging or swimming for a long time. Also, it tones up our skin, clearing the airways and the digestive system, improves the nervous system, and aids in the improvement of bone and muscle conditions. It is an ideal vehicle that transports us to a state of inner peace and tranquility, quieting the mind by experiencing the heat of the bath and the healing properties gifted us by nature through the various medicinal herbs used in the process. Temazcal is a unique experience for everyone looking for a true traditional holistic experience. It is suggested at any time of day and as an inner renewal experience. It is perfect for couples or families wishing to strengthen their ties while in communion with their inner self. Exclusively offered at Naay Spa El Dorado Casitas Royale and El Dorado Seaside Suites, by Karisma.
Currently, we know that temazcal stimulates the lymph system, aiding in the cleansing of toxins, because as the temperature rises above 40 degrees Celsius, the skin becomes a third kidney. The high temperatures at which we are exposed
Temazcal From the Náhuatl temazcalli, ‘steam house/temple’, from temaz, ‘steam’, and calli, ‘house’.
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Azul Sensatori Jamaica
A
fter months of preparation and anticipation the new Azul Sensatori Jamaica Hotel is finally opened for business. Between the months of May and November 2013 Karisma Hotels and Resorts invested in a beautiful beachfront property on a part of Negril’s 7 miles beach with renovations to transform Seashore Bay Beach Resort to Azul Sensatori Hotel Jamaica. All the hard work from the outsourced construction paid off to our employees when the first guests were received in November. We were as ready as possible beginning with weeks of recruitment and screening for the best employees this region could offer, training and giving induction to the existing staff and new members and empowering them with logo uniforms, Karisma culture and knowledge of the new brand. Just in the nick of time the Azul uniforms arrived from México and our team was superbly groomed in their professional attire. See here just a few members of the Front Office Department. From left to right Marvin Grant – Hotel Manager, Christopher Brown – Receptionist, Dacia Smith – Supervisor, Tovan Haye – Receptionist and Obrien Cameron – Bell Captain. With the captain of the ship, Mr. Andre Cumming – General Manager the team was trained and excited to deliver
excellent service. Thanks to the visits from corporate leaders such as Jeron Hanlo, Grecia López, Oscar Coria, Carlos Ortiz, Juan Carlos Carrillo and Jonathan Gómez Luna, just to name a few, each department went through the standard operating procedures and the company philosophy further preparing the team to deliver the Gourmet Inclusive Experience® that Karisma is trademarked and notarized. During the induction, weeks before opening, our employees displayed the signature passion of Karisma. Also art and craft from the Child Care training was provided by government agency Tourism Product Development Company to which attended members of the Entertainment, Front Office & F&B departments. It’s been a spectacular new beginning, several of our guests went online and gave some rave reviews on the popular website TripAdvisor. Just a few of the headings were “Totally incredible”, “Best Resort in Jamaica”, “Dream Vacation at Sensatori Azul”, “Negril’s 10 star 5 star boutique resort –Azul Sensatori Jamaica.” Out of the 7 people 6 rated the hotel Excellent while 1 rated Very Good. They were all in love with the modern décor and high end service and last but not least our caring employees who, as some guests highlighted, remembered
Azul Sensatori Jamaica
Azul Sensatori Jamaica, by Karisma
A new beginning
their names every day. Although they mentioned the construction and a few minor discrepancies they said they will definitely return! Congratulations team ASJ! That was a great first trial and the team was prepared for more arrivals. With more rooms being added to the inventory, as completed from renovation, the occupancy grows. On Monday, February 3, 2014 Front Desk received a group of 44 guests and gratefully had no errors or complaints. Continuous pampering and attention to detail from our employees soothed construction pains or disappointments and keeps creating excellent guest experiences. Jamaica will continue to represent Karisma well and the brand will strengthen and expanding in the near future. Of course there is no hard work without reward. The management put on a special luncheon on Friday, January 31, 2014 to show appreciation for the hard work since reopening to date. It was small however still special. A few prizes and giveaways were awarded to the team. In February for Valentine’s Day another luncheon was given in which we took the chance to celebrate Karisma’s employee recognition
Best of the Best for the month of January. In summary it has been an exciting new beginning filled with challenges that we enjoy. As we continue to learn more about Karisma we will endeavor to be a value added asset in its development here in Jamaica. As long as we remain focused on excellence under the solid leadership of Mr. Cumming and our group of leaders with the passion for service, then the results will continue to be nothing short of awesome!
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Information Technologies
Self Service Portal Access
INTRODUCING THE
SELF SERVICE web PORTAL FACING THE FUTURE NEEDS OF THE ORGANIZATION AND SOWING A BETTER FUTURE
T
he Service Desk application is commonly known as one of the basic tools for our IT area. In this article, we invite you to learn more about a portion of this powerful tool that is available for everyone with access to the company network.
Information Technologies
ARTICLES INCLUDED IN THE KNOWLEDGE BASE AVAILABLE FOR EVERYONE. During the induction to the company, we usually introduce new collaborators to the Service Desk, as the main tool of the IT area is called. Most of our co-workers today, send email messages to our service desk (email address: soporte@karismamexico.com) when they are looking for solutions to incidents they face or when they require information from the IT area. Sometimes, solutions to these cases, identified as common interest for the organization, are documented, classified and published within the knowledge base by our technical staff. Some of these articles, apart from being available for technicians, are made available for everyone who has access to the company network, and thus to the Service Desk portal.
EASY ACCESS To log onto the Service Desk from a web browser (such as Internet Explorer, Firefox) you need the address. Scan the QR code in this article or enter the address into your browser. Use your credentials (username, password, domain) with which you access the network for your work (only at hotels) or contact our Service Desk for help if you don’t have access to the hotels domain.
TAKING ADVANTAGE OF YOUR KNOWLEDGE BASE You may look for the various articles available among different categories or by searching for a general topic through key words, for instance: office course, electronic mail, iphone; or you can search for a specific topic, such as QlikView, Front 2000, e-Sasa; up to the most relevant topics, such as: minor rates, international roaming, etc. Our solutions base has been growing in the last few years and our IT team is continually identifying and documenting your most common requests, reported to the Service Desk, for this purpose. Several articles contain attached documents (PDF, Word, or Excel format) or even video files.
With the Self-Service portal users can: •
We invite you to try it and suggest articles you are interested in, which will help increase the productivity in your area. •
Solutions to your problems and questions are only one word away. • • • •
By: Predrag Krstajic Vice-president Information Technology
Recommended Video
http://www.youtube.com/watch?v=qr9FR50eCio
• •
Create requests for any failure in, or breakdown of service, as well as requests for new resources or new services Track the status of their existing requests Browse articles in the knowledge base from Solutions See pending authorizations See IT-related news Add notes, documents to existing requests Respond to existing requests Personalize the portal in their language and preferred date and time format.
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Rebranding
Based on an initiative of its Shareholders and the Vice President of Operations, our company, Karisma Hotels & Resorts, has started this year an ambitious and visionary Rebranding process.
REBRA
W
HAT IS REBRANDING? It is the process of rebuilding and refitting a brand! It is the art of defining and differentiating our identity facing our competitors and potential clients! Through branding, we communicate the values and the essence of our company. HOW DO WE DEFINE BRANDING? It is the process of rebuilding and refitting a brand! It is the art of defining and differentiating our identity facing our competitors and potential clients! Through branding, we communicate the values and the essence of our company. THE IDENTITY OF A BRAND CONSISTS OF?: The Name The logo which must be appropriate, esthetically pleasant and reflect the credibility of the company. Color Personality ADVANTAGES OF BRANDING FOR OUR COMPANY: The brand helps stimulate sales and develop loyalty in guests and clients. When you succeed in creating loyalty for the brand, guests and clients are willing to pay an additional price for the added value and differentiated service they receive. OBJECTIVES OF THE REBRANDING PROCESS We want to connect our guests and clients emotionally with our brand; we want to earn their fidelity as a function of the differentiated service and added value they receive.
Through our achievements we communicate difference, uniqueness, and familiarity, apart from generating an individual memory, we also create a collective one. With our brand, our guests identify us and favor us with their loyalty
Rebranding
RANDING WHAT IS THE MOST SIGNIFICANT POINT IN THE INNOVATIONS OF THE REBRANDING PROCESS? KARISMA, the Brand that protects and supports us, has been innovated: To now appear as KARISMA HOTELS & RESORTS, with a modern, state-of-the-art style, and trust-inspiring, loyalty-building design for guests and entities that relate to it.
GOURMET INCLUSIVE, the logo that differentiates us from our competitors now looks, and grows stronger, as KARISMA GOURMET INCLUSIVE EXPERIENCE.
BEFORE BEFORE
NOW NOW
With the effort you make day to day, your dedication and passion for a well-done task, we are certain that our Rebranding will positively impact the loyalty of our guests, and become a point of pride for all of us who work at Karisma Hotels & Resorts.
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Exotic Travelers / Prestige Travelers
PRESENT
THE CHRISTMAS GALA Punctual as every year, the traditional Exotic and Prestige Christmas Gala was a special occasion to live an amazing night all together. All Exotic and Prestige employees gathered at the Grand Ballroom of El Dorado Royale, a Spa Resort, by Karisma to celebrate Christmas with the glamorous style of Gatsby. Of course we couldn’t miss the great Christmas raffle where the employees won incredible presents. They had also the opportunity to show their hidden talents, when they turn themselves into music and
dance stars during the exclusive contest “Exotic & Prestige Got Talent”. The winner was Cecilia Ponce, who captivated everyone with her melodious voice. Between glasses of wine, a delicious dinner and a spectacular decor with the style of Great Gatsby, we enjoyed amazing dresses with 20’s and 30’s hats, feathers and sparkles accompanied by our leaders, Mr. José Luis Martínez and Mr. Rinaldo Fernández, having a toast for a new year full of happiness and success!
Exotic Travelers / Prestige Travelers
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Exotic Travelers / Prestige Travelers
Exotic Travelers / Prestige Travelers
BETTER IDEAS BETTER
PRACTICES
As part of the “Awarding Program” and letting all employees of the Exotic y Prestige Travelers clubs keep being part of the success and growth, a new program has been presented in each location, with the objective of sharing ”great ideas” to improve the performances in the clubs in three directions: To increase productivity To increase guest satisfaction To reduce costs
In Better Ideas, Better Practices everyone can share ideas or suggestions in a wide open atmosphere! No matter if it sounds strange or impossible; maybe… that is the Winning Idea!! Each hotel is provided already with the mailbox where the ideas can be deposited. Once a month, the board selects the winning ideas. Each person that obtains a nomination for their “great idea”, will have a cardboard that will be filledin with a stamp for each winning idea!
Remember, in December 2014 it’s the Great Jackpot!
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A day in the life of Pedro Reynaga
Pedro Reynaga H O U S E K E E P I N G
E X E C U T I V E
O
riginally from the municipality of Casimiro Castillo, located in the “Costa Alegre” of the beautiful state of Jalisco, Mr. Pedro, as he is known by everybody, started his career
in the accommodations industry when he was 15 years old, as a janitorial assistant at the Las Hadas Hotel in Manzanillo, Colima. Throughout his career in the business, he worked in various positions, from public areas to gardener, gardening supervisor, housekeeping assistant, and housekeeper, in various tourist destinations, among them, in Manzanillo, Colima; Mazatlán, Sinaloa; Bahías de Huatulco, Oaxaca; Puerto Vallarta, Jalisco; and Punta de Mita, Nayarit, where he formed his beloved family. His first position as Housekeeper arrived in 1990, at the El Cid Hotel in Mazatlán, Sinaloa. Later on, in 2005, at the Villa Premier Hotel in Puerto Vallarta, he met and worked with Mr. Sasa Milojevic, who would later invite him, in 2010, to join the Azul Sensatori México team. In the year 2011, he was recognized as the best Chief in an internal competition held at the Azul Sensatori hotel, earning such a distinction based on his daily effort and work. His passion for work, his positive attitude, and team work are his identity among his peers. He is always willing to help others; he is passionate about transmitting knowledge and to share it with his people. The Azul Sensatori hotel represents for him a fertile field for the development of its collaborators, because it is continuously in the search for excellence. He is proudly Azul Sensatori, and he is an example of perseverance and persistence.
azul
sens a to r i
m é xico
BY
K AR I S MA
A day in the life of Brisa Zamora
Brisa Zamora H
O
S
T
E
S
S
“
P
A
P
I
T
O
S
”
O
riginally from Guadalajara. She is one our collaborators who currently Works as a Hostess at the “Papitos” restaurant, which features a food display, at the El Dorado Maroma hotel. She can always be seen with a smile, with which she greets guests in order to serve them, striving to exceed their expectations, always greeting them as well, with the “HOLA”, that distinguishes us at Karisma. She has lived for 16 years in Cancún, and as a student of ULAC she decided to begin her internship in the Quality department. She tells us that she chose this because it was a boutique hotel, and she knew that it offered personalized service to its guests. After completing her internship as a student, just 22 years old, she started working on February 5, last year, at the F&B department, and one of her goals nowadays is to continue learning and growing within Karisma Hotels & Resorts. Something she loves in her job is when frequent guests show their affection for her, and the pleasure of being served once again by her, as they liked her service and her friendly reception at the entrance of the restaurant on a previous occasion. She likes to work along her co-workers, as it is team work that makes achieving results easier, as well as the satisfaction of guests. She is one of the people who are most frequently mentioned by guests when talking about collaborators who helped them enjoy a memorable vacation. Since she came on board at the hotel, Brisa has proven herself as a responsible and committed person who, thanks to the passion she injects into her work, and to her great performance, is now a role model for everyone in our company.
A
e l d o r a d o m a r o m a B E A C H F R O N T R E S O R T B Y K AR I S MA
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Mayoras in Action
MAYORAS IN ACTION
Mayoras in Action
MARÍA EMILIA VARGAS MAYORA
Vegetable-stuffed Chicken Breast in Spinach Sauce
M
rs. Emilia is responsible for the 4 collaborators dining rooms at El Dorado Royale: Cocay, Yaalkahab, Fondue and Meyah; leading a team consisting of 26 collaborators working to serve around 500 breakfast services, 1400 lunch services, and 50 dinner services on a daily basis. One of her favorite recipes is: “Vegetable-stuffed Chicken Breast in Spinach Sauce”. The main ingredient in this dish is spinach, famous for giving “Popeye” extra strength, and no wonder! since it mostly consists of water. The amount of fat and carbohydrates it contains is very low, yet it is one of the vegetables with a higher protein content. It is rich in fiber, especially its stalk, which results in important benefits for our health.
Ingredients: • 6 chicken breast pieces • 100 gr. carrots • 100 gr. Zucchini • 100 gr. chayote • 100 gr. onions • 100 gr. flour • 100 gr. celery • Salt and pepper
Para la crema: • 2 rolls of spinach •1 liter natural cream •200 gr. butter •1 small piece of garlic
Preparation of the spinach cream: 1. Fry the garlic, onion, flour, and celery, and leek with butter until a paste is created. 2. Boil the spinach. 3. Blend the spinach and paste, strain and boil 4. Pour onto a container and add the natural cream Preparation:
It is an excellent natural source of vitamins and minerals. Within the minerals, worth highlighting are calcium, iron, magnesium, manganese, and phosphorus. As for vitamin contents, spinach is rich in vitamin A, vitamin C, vitamin E, vitamin K, and the group B vitamins (B6, B2, and B1), as well as folic acid (vitamin B9). Likewise, it contains antioxidant substances, such as flavonoids and carotenoids (lutein, zeaxanthin, neoxanthin). It is also a good source of Omega-3 fatty acids.
1. Chop the vegetables (carrots, zucchini, chayote, and celery) into small wedges 2. Finely chop the onion and garlic 3. Open the chicken breast and marinate with salt, garlic, pepper, and press to flatten. 4. Vegetables are also flattened with butter. 5. Place vegetables over the chicken breast and wrap it around them, then pour the spinach cream on top.
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Mayoras in Action
emma ferro lópez “LA MAYO”
M
rs. Emma Ferro is in charge of satisfying the demanding palate of the collaborators of the Azul Sensatori México Hotel. With the support of her 11 collaborators, she is responsible for serving around 350 breakfast services, 700 lunch services, and 30 dinner services every day. Her inspiration comes from singing in order to achieve her unique and unequaled zing. Emma shared with us the recipe for one of her favorite dishes: “RICE MOLE”, a dish originally from Lagos de Moreno, Jalisco dating from 1924, and created by Mrs. Ana María Delgado López Arce.
RICE MOLE Ingredients: • 1 kg. pork ribs • 1 piece rice • 1 piece of piloncillo. • 250 grs. ancho chili • 1 slice of cinnamon • 2 grs. thyme • 2 grs. pepper • 3 pieces of clove • 2 grs. oregano
• 2 grs. cumin • 250 grs. tomato • 1 piece of garlic • 2 pieces of onion • 1 pieces of lettuce • 200 ml. oil • 1 cup of water • Salt and seasoning
Preparation: Devein the ancho chilis and fry them with the spices, the tomato, garlic, and onions. Add water and piloncillo and boils. Grind and strain. Fry the pork ribs and fry the rice in a separate pan, add one cup of water, salt and seasoning. When the rice is cooked, mix with the sauce and the ribs. It can be served with simmered beans and decorated with romaine lettuce.
Mayoras in Action
María Angélica Delgado
MAYORA
by little she made her way to where she is now. She feels proud of herself and her family, especially her daughters: the eldest holds a B. S. in Physical Education, another holds a B. A. in Marketing and currently lives in Montreal, Canada, where she owns a Mexican food restaurant called “Los Itacates”. Her youngest daughter is a therapist and lives in the state of Quintana Roo. She feels content to see her efforts come to fruition in the professional success of her daughters. She feels proud of being Mexican and, mostly, of preparing typical Mexican food; the kitchen is a part of her life and she does her job with enormous dedication.
“Cold Stuffed Chilis”. Ingredients:
s
he is originally from the state of Veracruz. She was born on April 2, 1957 in Omealca, Veracruz. Her father is the main reason why she started working in the kitchen, as she liked to invent new dishes and play with ingredients, and he was always satisfied with her creations. She comes from a family of seven, the only sister among 4 brothers, for which her father sent her to study at a convent school, where her love for the kitchen developed and she liked to prepare a great variety of dishes. Being the owner of a home-made food restaurant was her dream come true, it was called “Las 3 Angélicas”, and was a very wellknown restaurant in Fortín de las Flores, Veracruz. Clients were always satisfied with her delicious dishes, especially cold stuffed chilis, which is her signature dish. Her daughters were her motivation to move to a new city. She started as a kitchen helper in the tourist area in Cancún, and little
• ½ kg. ground pork and beef • 5 “cuaresmeños” chilis • 3 tomatoes • 1 onion • 1 garlic tooth • fragrant herbs • 2 apples
• 2 Plantain • Raisins • Almonds • Olives • Capers
FOR THE GLAZE: • Olive oil •Sautéed onion Preparation: Fry the meat in olive oil, along with the garlic and the fragrant herbs. Chop the tomatoes, onion, apple, plantains, raisins, and almonds and integrate them little by little. Remove from the fire and let cool. Wash and disinfect the chilis. Open the chili and devein, boil them in sugared water, olive oil, piloncillo and fragrant herbs. When al dente, remove from the fire; let them cool and then stuff them. Serve in a well-presented plate and pour the glaze at the end.
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Karismatic Beverages
A zucena Z ú ñ iga c l o u d y
SKY
Ingredients:
• ½ ounce of vodka • 2 ounces of Sprite • ½ ounce of Blue Curacao • 2 ounces of Margarita
• ½ ounce of tequila • 1 cherry • Mint for the garnish
Preparation: Place the cherry at the bottom of the glass, add ice. Pour vodka, Sprite, and Curacao. Serve the Margarita concentrate and the tequila. At the end, garnish with mint leaves. The result: a delicious, fresh beverage…
One of the most frequently mentioned bartenders, both in the SSH and in Trip Advisor, and also first place winner in the Karisma Olympics 2013, she tells us how to prepare one of her favorite beverages.
Karismatic Beverages
T iburcio P oot
El Dorado s p e c i a l
Ingredients: • 1 oz. GIN • 1 oz. MANGO mango concentrate
• 1 oz. apricot liquor • Dash of grenadine
Preparation: Set 100 grs. of ice in the blender, add the mango concentrate, the apricot liquor, the grenadine concentrate, and finally the gin. Prepare at Frozen speed, and that’s it -- Enjoy.
Bartender at the Dorado Seaside Suites & Hidden Beach Resorts Hotel. His first job was Bartender Assistant where he discovered the taste for serving and the passion for improving his attitude and knowledge on a daily basis.
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OCTOBER
SEPTEMBER
The Best of the Best [ SEPTEMBER-DECEMBER ]
Diana Vázquez
Marilu Fararoni
Aaron Sánchez
Pamela Garcia
Best Collaborator AZUL BEACH
Best Collaborator AZUL SENSATORI
Best Collaborator EL DORADO MAROMA
Best Collaborator EL DORADO ROYALE
Pedro Morales
Manuel Rodríguez
Cleta Jiménez
Lilia Romero
Best Collaborator AZUL BEACH
Best Collaborator HFH AZUL BEACH
Best Collaborator Back AZUL FIVES
Best Collaborator Front AZUL FIVES
Paul Lozano
Santos Gabriel
Mariano Collazo
Isabel del Carmen Enríquez
Best Collaborator AZUL BEACH
Best Collaborator HFH AZUL BEACH
Best Collaborator Back AZUL FIVES
Best Collaborator Front AZUL FIVES
Jóse Antonio Sánchez
Lidia Euan
Edgar Heredia
Luca Labate
Best Collaborator AZUL BEACH
Best Collaborator HFH AZUL BEACH
Best Collaborator Back AZUL FIVES
Best Collaborator Front AZUL FIVES
Cleaning Assistant
NOVEMBER
Waiter
DECEMBER
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Carpenter
Waiter
Kitchen Assistant
Cook
Cook A
Cook B
Waiter
Steward
Cleaning Assistant
Gardener
Concierge
Housekeeper
Concierge
Butler
The Best of the Best [ SEPTEMBER-DECEMBER ]
The Best Esau Hernández Bell Boy
Best Collaborator EL DORADO SEASIDE suites
of the Best
S E P T E M B E r - D e C E M ber 2 0 1 3
Filiberto Uc
Fabiana Díaz
José Domínguez
Santiago Tamay
Best Collaborator AZUL SENSATORI
Best Collaborator EL DORADO MAROMA
Best Collaborator EL DORADO ROYALE
Best Collaborator EL DORADO SEASIDE SUITES
Rony Hau
Cesar Rodríguez
Lorenzo Ek
Best Collaborator EL DORADO MAROMA
Best Collaborator EL DORADO ROYALE
Best Collaborator EL DORADO SEASIDE SUITES
Cook A
Carlos Mex
Steward
DJ
Rooms Operator
Sewage Water Treatment Plant Operator
Marcela Malvaez
Enrique Sánchez
Carolina García
Karen Aguilar
Best Collaborator EL DORADO MAROMA
Best Collaborator HFH EL DORADO MAROMA
Best Collaborator EL DORADO ROYALE
Best Collaborator EL DORADO SEASIDE SUITES
Best Collaborator AZUL SENSATORI
Butler
Pool Boy
Carpenter
Cook B
Receptionist
Bartender
Concierge
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The Best of the Best [ SEPTEMBER-DECEMBER ]
The Best
CONGRATULATIONS!!
of the Best best
supervisor
Moisés Solís
Saury Alpuche
Maricarmen de Dios Santos
María Félix Jiménez
Carlos De la Cruz
Mireya Aguirre
Tomás Almeida
Héctor Gutiérrez
Alonso Álvarez
Emmanuel Moreno
Moisés Solís
Xochitl Ramírez
Steward Supervisor AZUL FIVES
Head Waiter EL DORADO MAROMA
Chief of Reservations AZUL FIVES
Kitchen Mechanic EL DORADO ROYALE
Hostess AZUL SENSATORI
Maintenance Assistant EL DORADO ROYALE
Administrative F&B Assistant AZUL SENSATORI
Maintenance Assistant EL DORADO ROYALE
Bar Supervisor EL DORADO SEASIDE SUITES
Steward Supervisor EL DORADO ROYALE
the best of the
2 0 1 3 year
Longino Moreno Beach Butler AZUL BEACH
Hilario Tlaxcano Lifeguard EL DORADO MAROMA
Nehemias Tuyub Maintenance Manager AZUL BEACH
Victor Hugo Pimentel Spa Manager EL DORADO MAROMA
Mariano Collazo Cleaning Assistant AZUL FIVES
Juan Gómez
Security Agent EL DORADO SEASIDE SUITES
Steward Supervisor AZUL FIVES
Diego Arcos
Steward Supervisor EL DORADO SEASIDE SUITES
Spa Manager AZUL FIVES
Enrique Olvera
Resident Manager EL DORADO SEASIDE SUITES
The Best of the Best [ SEPTEMBER-DECEMBER ]
B E S T D E PA R T M E N T
WINNERS
Internet Service
Room Service
best front department (NOVEMBER) AZUL BEACH
best bOH department (OCTOBER) AZUL BEACH
Public Areas
best SSH BACK department (SEPT, NOV & DEC) AZUL BEACH
Security
best SSH department BACK (december) EL DORADO MAROMA
Laundry
best SSH department BACK (OCTOBER) EL DORADO MAROMA
Gym
best FRONT department (SEPT & DEC) AZUL BEACH
SPA
best SSH department FRONT (NOVEMBER) EL DORADO MAROMA
Public Areas
best SSH department (OCTOBER) EL DORADO MAROMA
Front Desk
best FRONT department (OCTOBER) AZUL BEACH
Concierge
best SSH FRONT department (septEMBER) EL DORADO MAROMA
Entertainment
Sustainability
best SSH FRONT department (december) EL DORADO MAROMA
best department (OCTOBER) EL DORADO SEASIDE SUITES
Front Desk
Stewards
best department (SEPT, NOV & DEC) EL DORADO SEASIDE SUITES
best SSH department BACK (NOVEMBER) EL DORADO MAROMA
Gardening
best SSH department back EL DORADO MAROMA
IT
best department EL DORADO SEASIDE SUITES & HIDDEN BEACH RESORTS
We acknowledge the following collaborators for their effort, dedication and commitment to their daily work. CONGRATULATIONS!!
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