Playa Pulse Employee Magazine

BY EMPLOYEES | FOR EMPLOYEES

PLAYA PULSE FALL 2017

BREAKING NEWS SANCTUARY CAP CANA

INSIDE PLYA: A NEW MILESTONE AND WHAT IT MEANS AN INSIDER’S GUIDE TO HEALTHY LIVING LIVE LOCAL: PLAYA DEL CARMEN

BE THE

Change SOCIAL RESPONSIBILITY AT THE HEART OF PLAYA

The Evolution of All-Inclusive

®

R O O F TO P I N F I N I T Y P O O L I N C LU D E D

Adults-Only Suites | Butler Service | Rainfall Showers | Balconies With Hot Tubs | Hydrotherapy Circuit | Private Transfers | VIP Check-In Inclusions apply to guests booked in Turquoize room categories. Hyatt Zilara™ and Hyatt Ziva™ trademarks and related marks are trademarks of Hyatt Corporation or its affiliates. ©2017 Hyatt Corporation. Playa Hotels & Resorts, an authorized operator and owner of Hyatt Zilara™ and Hyatt Ziva™ resorts in Jamaica and Mexico. All rights reserved.

WHERE YOU’RE R OYA L

SAVE UP TO 55% PLUS $100 RESORT COUPONS

ALL-INCLUSIVE ADULTS-ONLY RESORT Specialty Lounges | Royal Service® | All-suite Accommodations | World-class SPAzul Savings up to 55% off of the published rate plus $100 resort coupons. Offer valid for new bookings made through September 30, 2017 for travel through December 24, 2017. Blackout dates may apply. Other restrictions may apply. Savings may vary by date. Excludes all Meetings & Incentives programs. Offer may be changed or withdrawn at any time. Not responsible for errors or omissions. ©2017 Playa Hotels & Resorts is the owner and exclusive operator for The Royal. All rights reserved.

PLAYA

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CONTENTS VOLUME 1 | ISSUE 1

26

THE IMPORTANCE OF SOCIAL RESPONSIBILITY

On the Cover: Karlene Ritchie, Front Desk Manager at Hyatt Ziva Rose Hall working in the garden at Granville All Age School in Montego Bay. Inset photo: Karina Nava, KidZ Club Supervisor at Hyatt Ziva Puerto Vallarta celebrating kids day with a terminally ill child from Mismaloya.

FUN FACT:

Playa Hotels & Resorts was voted one of the top places to work in South Florida by the Sun Sentinel.

12 PLYA 14 18 TRIPADVISOR

A publicly traded company and what this means for employees

ANNUAL GOOD TASTE CULINARY COMPETITION Friend or Foe?

Destination Spotlight

38

Playa del Carmen

Annual General Manager’s Meeting and

34

Best of Playa Awards 2016

54 WHAT’S HOT?

Street Food Concepts with Gerald Blay

Send us your news! We look forward to sharing much more in future editions and would love to hear your feedback. To become a contributor or for editorial ideas, please email humanresources@playaresorts.com

Plus: 8 23 37 40 42 44 46 47 48 50

Resort Openings and Updates Employee Spotlight YCI Youth Care Initiative Panama Jack News In The Know: Playa Essentials Professional Development Guest Experiences Memorable Weddings Life Lessons Fit and Fitness Fall 2017 | PLAYA PULSE

5

K AYA K TO U R S I N C LU D E D

Oceanfront Suites

6 Pools

6 Restaurants & 5 Bars

Wi-Fi

Kidz Club

Room Service

Live Entertainment

H YAT T Z I VA™ A L L- I N C LU S I V E R E S O R T S I N C A N C U N | LO S C A B O S | M O N T E G O B AY | P U E R TO VA L L A R TA Savings up to 55% off of the published rate. Rates may vary by date. Offer valid for new bookings made by September 30, 2017 for travel through December 20, 2018. Blackout dates may apply. Offer may be changed or withdrawn at any time. Not responsible for errors or omissions. Other restrictions may apply. Hyatt Zilara™ and Hyatt Ziva™ trademarks and related marks are trademarks of Hyatt Corporation or its affiliates. ©2017 Hyatt Corporation. Playa Hotels & Resorts, an authorized operator and owner of Hyatt Zilara™ and Hyatt Ziva™ resorts in Jamaica and Mexico. All rights reserved.

Ask Alex EMPLOYEE QUESTIONS ANSWERED BY ALEX STADLIN

Have a question regarding hospitality? Interested in the direction of the company next year?

Submit your questions for the new column “Ask Alex” and have them featured in an upcoming issue of the magazine.

WE ARE PLAYA HOTELS & RESORTS OUR BRANDS

OUR STORY It all started in Spain in 2006 and continued to grow with the inception of Playa Management in 2013.

As of today, we have offices and properties in: UNITED STATES

MEXICO

DOMINICAN REPUBLIC

JAMAICA

OUR TEAM — BY THE NUMBERS

ON PROPERTY

8,796

— OPENING JANUARY 2018 —

Total Employees Worldwide*

Hyatt Zilara/Ziva Rose Hall

STAFF: 1,028

ROOMS: 621

Hyatt Ziva Cancun

STAFF: 974

ROOMS: 547

The Royal Playa del Carmen

STAFF: 894

ROOMS: 513

Hyatt Ziva Los Cabos

STAFF: 834

ROOMS: 591

Panama Jack Gran Caribe

STAFF: 671

ROOMS: 470

Hyatt Zilara Cancun

STAFF: 603

ROOMS: 307

Panama Jack Gran Porto

STAFF: 373

ROOMS: 297

Hyatt Ziva Puerto Vallarta

STAFF: 494

ROOMS: 335

CORPORATE OFFICE EMPLOYEES: Ft. Lauderdale, Florida & Fairfax, Virginia: 89 Cancun, Mexico: 107

GRAND OPENINGS AND MILESTONES Hyatt Ziva Los Cabos & Hyatt Zilara Cancun

DEC

2013

DEC

2014

Hyatt Zilara & Hyatt Ziva Rose Hall

JAN

2015

JUL

2015 Reposition The Grans & The Royal

NOV

2015

Hyatt Zilara & Hyatt Ziva Cap Cana

Management of Sanctuary Cap Cana

Hyatt Ziva Cancun

Hyatt Ziva Puerto Vallarta

MAR

2017 Playa Goes Public

OCT

2017

JAN

2019

2018 Panama Jack Resorts Grand Opening

*The total number includes additional properties that are owned by Playa Hotels & Resorts.

Fall 2017 | PLAYA PULSE

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Letter from The Chairman and CEO

RESORT

OPENINGS & UPDATES

BRUCE WARDINSKI I am thrilled to be speaking to you through this incredible outlet, Playa Pulse, for the very first time.

After all, it is you, the Playa people, who are the true pulse of our company. We have accomplished so much together in such a short time, it is exciting to think of all the achievements and successes in our future. None of which would be possible, without you.

Our Playa family is special and rare. We are different from the competition. From the way we work together within our organization to the compassion and support we share externally to our communities, we put our heart into everything we do. It shows, and I am eager to have that heart of ours fill these pages.

I am tremendously proud of your efforts and accomplishments. Thank you all for your hard work, heart and dedication.

Sincerely,

8

PLAYA PULSE | Fall 2017

BREAKING NEWS SANCTUARY CAP CANA

Playa Hotels & Resorts was chosen as the new hotel management company of the luxury all-inclusive Sanctuary, Cap Cana resort located on prime oceanfront in the Dominican Republic.

Effective October 1, 2017, Playa will manage all operations, sales and marketing of the well-known property. Stay tuned for more!

COMING SOON HYATT ZIVA & HYATT ZILARA CAP CANA

On July 12, 2017 Playa Hotels & Resorts announced the groundbreaking of the Hyatt Ziva and Hyatt Zilara resort complex in Cap Cana. This launch marked Playa’s entry into the Dominican Republic as well as it being the first oceanfront resort launched by a global brand within the destination itself. Expected to open in Fall 2019, these two adjacent 375-room resorts will feature a bold contemporary design.

Features will include: • 16 unique dining options • 626 square foot luxury accommodations including a balcony in every room • Resort village with a 300-seat open air theatre

RESORT UPDATES HYATT ZILARA CANCUN

Hyatt Zilara Cancun’s new coffee shop just opened to rave reviews. This modern style shop offers a variety of hot and cold beverages including Playa’s new signature Cold Brew Coffee. Next time you’re visiting, be sure to stop by and check it out. The 12 types of ice cream are also a can’t-miss.

A brand-new spa in a new location is currently underway at Hyatt Zilara Cancun. As part of the project, 12 guest rooms have been taken out of occupancy from Gran Caribe and are being transformed into massage cabins as part of the expansion. A new hydrotherapy area will also be prominent to further expand the first-class amenities offered as part of the experience.

HYATT ZIVA CANCUN

The Alchemy Project, recently launched at Hyatt Ziva Cancun offers interactive workshops where guests can learn about products, recipes and the benefits and techniques used during spa treatments. With a keen focus placed on learning, the workshops include how to create healthy desserts and how to create a professional-style express manicure/pedicure in the comfort of your own home.

One of the many new entertainment attractions on property is the introduction of the Mirage Eclipse Board.

This pedal-powered paddleboard allows guests to walk on water and can reach speeds up to 7 mph. Offered as an upsell opportunity, guests are able to rent these boards for $15 for 30 minutes.

HYATT ZIVA PUERTO VALLARTA

The Club Tower at Hyatt Ziva Puerto Vallarta is undergoing a transformation that will result in a completely new layout and redesign of the lobby and oceanfront rooms. A luxurious haven for guests, the updates are expected to be completed by late November.

Blaze Restaurant, the property’s steak house, is also being expanded and will soon include a new wrap-around deck to accommodate a larger influx of guests at the fan-faved restaurant.

Fall 2017 | PLAYA PULSE

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RESORT UPDATES

CONTINUED

HYATT ZILARA AND HYATT ZIVA ROSE HALL

A state of the art, two-story fitness center is currently underway at Hyatt Ziva Rose Hall with an expected completion date of November 2017. The once “hotel gym” will now be more reminiscent of a health club featuring state -of-the-art equipment and fitness classes for every skill level.

Previously featuring a preexisting design, buildings B,C and D at Hyatt Ziva Rose Hall are receiving a facelift and the result is being received with rave guest reviews. The project’s end result will provide the entire property with a modern yet cohesive look and feel.

Chef Wouter Tjeertes recently joined the team as the Executive Pastry Chef. Otherwise known as the resident chocologist, Wouter is creating new interactive experiences for guests including chocolate-making classes as well as Chocolate & Rum pairings for guests.

THE ROYAL

The highly-anticipated Fitness Center at The Royal Playa del Carmen has officially reopened. Currently amassing 3,000 square feet, the space is more than double the original size and is now an exercise-goers paradise. With an upbeat atmosphere, more akin to a sports club than a traditional gym, the fitness center features cutting-edge Life Fitness® equipment including summit and strength training equipment, cardio machines and two separate, fully-equipped rooms for Pilates® and spinning. The ultra-modern space is designed unlike an ordinary hotel gym and is made in a modernized simplistic style, in the comfort of an air-conditioned, climate-controlled facility.

The Chef ’s Plate received a complete face lift resulting in a more modern look but continues to provide the same high-end experience to guests on a consistent basis.

GRAN CARIBE & GRAN PORTO RESORTS

Both Gran Caribe and Gran Porto Resorts are going through a major renovation and recreation of their own. With an expected completion date of December 1, both resorts will be transformed into Panama Jack Resorts. For more details on what this means for you, visit panamajackresorts.com 10

PLAYA PULSE | Fall 2017

Letter from The Publisher DAYNA BLANK

W

hen Playa’s values were first developed, we made the conscious decision to include “love” because its core, our people are the most important part of what we do.

With this, I am excited to introduce the first edition of Playa Pulse, our new employee magazine. The mission of the publication is to further unite our employees regardless of location and share our success stories with the entire Playa family. Our feature story for the premier issue is focused on social responsibility and the contributions that have been made throughout the last three months. Regardless of the project, the impact made on our communities is something to be proud of.

#lifea tplay a

We’re grateful for your hard work and dedication and look forward to showcasing how Playa has impacted your life in the issues to come.

Service From The Heart,

PLAYA

pulse BOARD OF DIRECTORS:

EXECUTIVES:

Chairman and CEO

Bruce Wardinski

Chief Executive Officer

Alex Stadlin

Chief Financial Officer

Ryan Hymel

Executive Vice President and Chief Marketing Officer

Kevin Froemming

General Counsel

David Camhi

Vice President of Development

Fernando Mulet

Bruce Wardinski Stephen C. Haggerty Daniel J. Hirsh Hal Stanley Jones

Tom Klein Elizabeth Lieberman Stephen Millham Karl Peterson

Arturo Sarukhan Gloria Guevara

PLAYA PULSE CONTRIBUTORS:

Trevor Allphin Greisy Barraza Antonio Betancourt Neisha Blair Betty Ann Brown Dedra Brown Juan Calderon Cristian Carballo Wally Dagri Alfredo Garcia Alberto Guerrero Claudia Guerrero

Italia Guerrero Samantha Hardy Marissa Hicken Jonathan Jaimes Myrna Lozano Conchita Luviano Gilda Machare Perla Mercado Mario Mihalic Brittany Millner Adriana Navarrete Esther Navarrete

Andre Remmers Susette Rojas Alberto Romero Fransisco Suarez Issia Thelwell Mariana Van Olst Estefania Vargas Tracy Volaric Nancy Wilkins Amy Zocchi

SPECIAL THANKS: To Cohort Creative Group for providing creative direction and

design for this publication. Beverly Roseman, Danielle Ford, Carrie Lare, Rebecca Bing

PLAYA PULSE MAGAZINE © Playa Hotels & Resorts. All rights reserved. | 1560 Sawgrass Corporate Parkway | Fort Lauderdale, FL 33323 Fall 2017 | PLAYA PULSE

11

PLYA

O

A PUBLICLY TRADED COMPANY

N MARCH 13, 2017, PLAYA HOTELS

& Resorts reached a major milestone by becoming the first and only company devoted exclusively to the all-inclusive space to become publicly traded.

On April 4, 2017, Playa Hotels & Resorts celebrated by ringing the closing bell at Nasdaq.

In the weeks that followed, the celebrations continued with both corporate offices in Fairfax, Virginia and Sunrise, Florida having celebratory events to commemorate this momentous occasion.

The Florida office had their party on April 4th at Yolo restaurant in Fort Lauderdale while the Virginia office had their party on May 19th at The Wine House.

12

PLAYA PULSE | Fall 2017

April 4, 2017 – Playa Hotels & Resorts celebrated by ringing the closing bell at Nasdaq.

“This event was 11 years in the making, and while some of you were here at the beginning and others joined the team in the recent months, every one of you played a key role in making this happen. I look at this as it’s only the beginning and we have so much more to accomplish. From the bottom of my heart, thank you for what you have done to make Playa a successful organization.”

– Bruce Wardinski, Chairman & CEO Playa Hotels & Resorts

Fall 2017 | PLAYA PULSE

13

+

Q A GOOD TASTE COMPETITION

with the

COMPETITION WINNER

Chef Neri Daniel Lopez Vazquez

1.

5.

WHY DID YOU DECIDE TO BECOME A CHEF?

WHAT DO YOU COOK FOR YOURSELF & YOUR FAMILY?

Because you can express art and who you are through a good bit of flavors.

2.

WHERE AND HOW WERE YOU TRAINED?

P

LAYA HOTELS & RESORTS

hosted its second annual Good Taste cooking competition, bringing in chefs from all of their properties to face off to see who would hold the title of top chef. This year the competition took place at The Royal Playa del Carmen on July 5th-6th. Each chef was required to create a dish using the secret ingredient, fresh tuna.

Chef Neri from Gran Caribe took home first place in creating his tuna glazed with fine herbs noisette and garlic. Coming in second was Chef Karen from Hyatt Ziva Puerto Vallarta and the third-place winner was Chef Cesar from The Royal Playa del Carmen. Chef Karen from Hyatt Ziva Puerto Vallarta will be moving on to Hyatt’s Good Taste cooking competition, taking place in Mexico City, that the top chefs from all Hyatt resorts compete in.

14

PLAYA PULSE | Fall 2017

I have worked in different places; San Francisco, Mexico City, Cancun, etc. I began my career as a dishwasher and worked my way up until I became a chef.

3.

WHAT IS YOUR FAVORITE CUISINE TO COOK?

Spanish, Japanese, and Mexican.

4.

WHERE ARE YOU FROM? HOW DO YOU THINK IT HAS SHAPED THE WAY THAT YOU COOK?

I am originally from Tehuacan, Puebla Mexico. The gastronomy of the region has shaped me to create the dishes that I imagine today.

I love to create different things. From pasta to seafood, traditional Mexican and my own creations, it is always great to cook up something different in my own kitchen.

6.

WHAT INGREDIENTS DO YOU LIKE TO WORK WITH?

Seafood and ingredients that have a good texture. These types of ingredients I find to be generous and versatile, and I am able to create anything I want with them.

7.

WHAT DO YOU CONSIDER WHEN YOU CREATE A NEW MENU?

I first consider the region. Then I look at sustainable products that will boost flavors with native products and look for differing techniques and ingredients that can be added to create the perfect menu.

Chef Neri’s WINNING DISH

MAIN

Seared tuna glazed with herbs noisette and garlic White saffron salsa Roasted peppers and shitake mushrooms ON THE PLATE

Corn gel, with tropical fruit relish, mint and roasted pear GARNISH

Tomato mash, candied asparagus, decorated with spinach tuile and flowers of the season

THE BEST SQUARE OFF CRYSTAL NAPIER

Hyatt Zilara & Hyatt Ziva Rose Hall CESAR GARCIA PALMAS

The Royal Playa del Carmen RAMON ALEJANDRO OLMOS VAZQUEZ

The Royal Playa del Carmen JHONY ROBERTO CAHUICH CUPUL

Hyatt Zilara Cancun

AMNER ELEAZAR CASTELLANOS PINEDA

Hyatt Ziva Cancun MARIANA HERNANDEZ YÁÑEZ

Gran Porto Resort KAREN KENNETH ESQUIVEL BELTRAN

Hyatt Ziva Puerto Vallarta NERI DANIEL LÓPEZ VÁZQUEZ

Gran Caribe Resort

Fall 2017 | PLAYA PULSE

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Playa family Improving our community Making… memories all the time

Playa

PEOPLE We love our Playa world

Here in Ja-mai-ca

Where we’re making dreams come true Morning, noon and night... this is what we do!

Or Mexico, on either coast and in the U.S.A.…

We are Playa proud

Thanks to all collaborators who took part in our Employee Music Video earlier this year.

16

PLAYA PULSE | Fall 2017

Living by our phil-os-o-phy Full of passion and integrity Our renowned Service from the HeartÂŽ It goes on and on, and on, and on

Playa family Turning moments into memories Growing Stronger all the time

To watch the entire video, visit http://bit.ly/PlayaPeople Fall 2017 | PLAYA PULSE

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TRIPADVISOR Friend or Foe?

T

he popular website which was founded in the year 2000 has become a key “go-to” location for potential guests deciding on where to vacation.

Whether it’s choosing a destination or a resort, the website touts that it has more than 390 million unique visitors yearly. From the good, bad and ugly, the website prides itself on fair reviews relying on guest feedback to curate resort rankings within specific regions.

As a company, we put a large emphasis on guest surveys and implement the feedback received. Understanding that the smallest action can have an impact in the overall guest experience, ultimately, the ranking – good or bad – is up to us. Just over two years ago, following the launch of Hyatt Ziva and Hyatt Zilara Rose Hall, the two resorts were ranked in the high teens. Since then, the process and protocols the team has set forth have shown clear success, landing us in the top 5 resorts in Montego Bay. Knowing this type of progress does not happen by happenstance, we sat down with their team to obtain some insider tips and tricks.

390

MILLION THE NUMBER OF UNIQUE VISITS TO TRIPADVISOR EACH YEAR

453

MILLION THE NUMBER OF TOTAL REVIEWS AND OPINIONS ON TRIPADVISOR

PLAYA RESORTS

Current TripAdvisor Rankings

EFFECTIVE: AUGUST 30, 2017

GRAN PORTO RESORT

30

THE ROYAL PLAYA DEL CARMEN

OUT OF

12

HYATT ZILARA CANCUN

7

18

OUT OF

175

PLAYA PULSE | Fall 2017

OUT OF

210

HYATT ZIVA CANCUN

6

OUT OF

175

210

What type of programs have you put in place to improve the Hyatt Ziva and Hyatt Zilara TripAdvisor rankings?

A little over a year ago, we created social media cards which are distributed to guests to encourage them to engage with us in a social environment – we directly attribute this to our overall increase in volume.

We also have Daily HySat meetings. Known to some teams as Medallia, these quick meetings provide an opportunity to identify and rectify any challenges that may not have appeared yet in a social environment. In an event the feedback is negative, the guest is contacted and the situation remedied in a timely manner.

What types of programs have you put in place to keep collaborators engaged and excited?

The executive team created a new award for Most Mentions on Social Media each month – including TripAdvisor. The award gives the entire team something to strive for while ensuring that everyone remains engaged. Individual departments also have their own mini-competitions amongst themselves in addition to the greater contest. The small things go a long way.

1

What advice would you give to others that could help them replicate the success you have MILLION How are you obtaining feedback seen in Rose Hall? to prevent negative situations THE NUMBER OF HOTELS LISTED before they arise in a digital Make sure the guest experience is in ON TRIPADVISOR the forefront of your actions. Whether setting? you are a line employee or a part of the All managers are responsible for conducting management team, when you identify an a set number of mini interviews with guests unhappy guest, work to rectify the situation daily. The goal is to identify and solve any concerns or challenges while the guest is still on immediately and escalate when needed. If you’re property. This has been a huge win for us. responsible for managing TripAdvisor, responding within 24 hours is a must. TripAdvisor has stated that In addition, our Frontline staff, from the Z crew to the timeliness of response is part of their rating process and Butler team are great at building relationships with our we’ve seen the results really work in our favor over the guests. Therefore, they feel comfortable relaying any challenges they may have while on property. course of time.

HYATT ZILARA ROSE HALL

5

OUT OF

63

GRAN CARIBE RESORT

29

OUT OF

175

HYATT ZIVA ROSE HALL

6

OUT OF

63

HYATT ZIVA LOS CABOS

9

OUT OF

42

HYATT ZIVA PUERTO VALLARTA

12

OUT OF

124 Fall 2017 | PLAYA PULSE

19

What is Playa Green?

The Rose Hall team established a recycling program at Granville

PLAYA GREEN is an environmental sustainability program created by Playa Hotels & Resorts whose fundamental purpose is the preservation and care of the environment. While decreasing our carbon footprint, we are helping transform the communities in which we live and we are working to improve the lives of younger generations in the years to come.

The following showcases just some of the many activities which took place throughout the last three months to support this cause.

Beach cleaning with the collaborators from Hyatt Ziva Cancun

A reforestation project in full effect in Los Cabos

The Gran Caribe team planting local gardens with help from the little ones

An herb garden at Hyatt Ziva Puerto Vallarta

DID YOU KNOW?

In order to become Green Globe Certified, there is a set of standards that must be followed. The certification criteria is organized into four key themes: Sustainable Management, Social/Economic, Cultural Heritage and Environment. These themes are broken down into four phases: Standards, Solutions, Audit and Certification.

The audit is done by a third party to further ensure that the property is complying with the organization’s standards for Travel & Tourism. With the exception of Hyatt Ziva Cancun, which received the certification at the beginning of the year, all teams are working diligently to ensure that these audits are successful and that we stay on track with becoming fully certificated by Green Globe by the end of 2017. Great job for all parties involved!

20 PLAYA PULSE | Fall 2017

PLAYA

In The News

pulse

Here’s what the media is saying about Playa in 2017 “All-inclusive resorts are known for quantity over quality, but this top-notch hotel has Hyatt’s luxury backing giving guests impressive dining options from a caring staff.”

“Each evening, it hosts an inventive chef ’s table with synchronized service worthy of a Michelin star.”

“You’ll get a taste of luxury for less than $300 a night. At that price, you’d expect corners to be cut, right? But no, not here.”

RAMSEY QUBEIN, BUSINESSTRAVELERUSA.COM

CHELSEA STUART, JETSETTER

“The Hyatt All-Inclusive brand has elevated the vertical to a level where it appeals to a more sophisticated clientele with a more sophisticated palate.”

BARBARA SCOFIDIO, PREVUE MAGAZINE

“With its assortment of activities, pristine beaches and sparkling pools, this Jamaican retreat has plenty to offer your multi-gen clients.”

REGINA BARABAN, RECOMMEND

“Hyatt Zilara Rose Hall, this classy Hyatt feels less like a cookie-cutter all-inclusive and more like a boutique luxury property.”

TERRY WARD, JETSETTER

“In celebration of National Tequila Day on July 24, Parade spoke with tequila expert Juan Garcia to find out the best ways to enjoy Mexico’s favorite libation and how to not to fall victim to its side effects on margarita Monday. ” SOLANA HAWKENSON, PARADE Fall 2017 | PLAYA PULSE

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CELEBRITY SPOTLIGHT

A celebrity sighting, while more common on some properties than others, is something that we’ve all experienced. We’ve been lucky enough to host a variety of celebrities ranging from professional athletes, TV personalities, and even Grammy-nominated singers.

Which of these familiar faces on vacation do you recognize?

Hyatt Zilara and Hyatt Ziva in Montego Bay recently hosted Richard Sherman, Cornerback of the Seattle Seahawks, who was happy to pose with some young fans during breakfast!

Hyatt Ziva Los Cabos welcomed Dean Brody, Canadian country singer responsible for hits “Canadian Girls” and “Bring Down the House.” Dean shared a few pics from his stay while he relaxed in the pool and enjoyed the beach.

If there’s one vacation destination that celebrities can’t stay away from, it’s Hyatt Ziva Cancun!

In the past few months, we’ve spotted numerous celebs soaking up the sun in Cancun. Drew and Jonathan Scott from HGTV’s hit show “Property Brothers” joined us while attending a wedding.

The twin brothers and their significant others enjoyed their very own two story Pyramid Suite at the luxury all-inclusive.

Topping off our list of NFL stars is Adrian Phillips of the Los Angeles Chargers. Here he is posing with Turquoize Experience Butler, Salvador Cuevas Rojas.

Former wide receiver, Isaiah Stanback, who has played for the Dallas Cowboys, New England Patriots, and New York Giants has also been our guest at Hyatt Ziva Cancun.

Authors need vacations too!

Hyatt Ziva Cancun hosted John Fielder, a prominent Colorado landscape photographer.

The staff onsite did their own photo shoot with his book.

Grammy-nominated songstress, Carolyn Malachi shot the music video for her hit “Summer Cool” on the beach at Hyatt Ziva Rose Hall. Relive summer vacation and check it out here: http://bit.ly/2uGKG00

HAVE PHOTOS TO SHOWCASE IN AN UPCOMING ISSUE? Be sure to email PlayaPulse@playaresorts.com or submit to your local HR department.

22 PLAYA PULSE | Fall 2017

EMPLOYEE S P OT L I G H T

When talking about the world-class dining options Hyatt Zilara Cancun is famous for, you can’t leave out the most important meal: dessert! We sat down with Head Pastry Chef Juan Garcilzo and asked him a few things about expertly crafting the handmade pastries, treats, cookies, and cakes our guests enjoy so much.

Juan Garcilazo HOW LONG HAVE YOU BEEN A PASTRY CHEF?

I’ve been professionally creating desserts for six years.

WHAT IS YOUR FAVORITE RECIPE TO CREATE FOR GUESTS?

A dessert made with caramel and chocolate mousse, filled with vanilla cake and frosted with raspberry.

It’s delicious!

WHICH OF YOUR CREATIONS DO GUESTS LOVE THE MOST?

I’d have to say that a guest favorite is the Milky Way cake! It’s served at the Coffee House, and only on Fridays, so guests crave it all week long! It starts with a chocolate base, then frosted with a secret mixture of cheese and little pieces of Milky Way candy bar. Guests say it’s like nothing they’ve ever tasted before.

WHY DO YOU LOVE WORKING AT HYATT ZILARA CANCUN?

Perfect for any upgrade opportunity ranging from birthdays to special events, these special creations can make guests’ events truly one of a kind.

I love to work at Hyatt Zilara Cancun because I have the opportunity to be creative and innovative with new creations every day! I love to offer our guests unique and different desserts that they won’t be able to find anywhere else. Also, I enjoy being challenged with every event to create new and unique pieces for special occasion celebrations. I love the fact that I play a part in what guests remember most from their stay with us.

Fall 2017 | PLAYA PULSE 23

24 PLAYA PULSE | September 2017

MONTEGO BAY

GRANVILLE 404 PROJECT

Granville All Age School

is located approximately 45 minutes from the resort town of Montego Bay in the

Mountains of St. James and is the

primary public school facility that serves this local community that bears its name. With 404 students currently enrolled, the physical appearance of the school was in disarray with many areas in desperate need of repair—until recently.

HYATT ZIVA & HYATT ZILARA ROSE HALL ONGOING DEDICATION TO HELP SUPPORT THE LOCAL COMMUNITY WWW.GRANVILLEPROJECT.COM September 2017 | PLAYA PULSE 25

Social Responsibility at the heart of Playa

O

ver the course of any given year, the associates of Playa Hotels & Resorts dedicate a significant amount of time and effort to making an impact on the local community and giving back to the destinations in which they live. Whether it’s restoration or reforestation projects, or hosting children with cancer for a day of fun on property, we should all be proud of the number of lives impacted as a result of our actions.

Above: The Hyatt Ziva Los Cabos team assists the Public Areas Department by filling up bags of sand to prepare for a hurricane.

Left: The Royal & Gran Porto teams collects toys for children living in the surrounding neighborhoods.

26 PLAYA PULSE | Fall 2017

BEACH CLEANUP Delivering breathtaking views and unbelievable accommodations comes at a price, but that price should not be our environment.

Our resorts are located on some of the nicest beaches in the world, and we take preserving them very seriously. Our resorts’ employees routinely participate in beach cleanups. Antonio Betancourt, Social Coordinator for Hyatt Ziva Cancun, said, “Our employees never feel forced into participating in the cleanups, many of them are from the area and take great pride in making sure their beaches are preserved”.

Playa Impact The corporate marketing team in collaboration with human resources just completed a corporate video showcasing the impact that our teams have on the community.

To watch the video, go to: http://bit.ly/PlayaCommunity

Above: The team at Hyatt Ziva Los Cabos stands proud following a morning of beach cleanup.

Right: The Hyatt Ziva Cancun team shows pride throughout their efforts.

Fall 2017 | PLAYA PULSE 27

PLAYA GIVES BACK

CONTINUED

WETLANDS RESTORATION Above: The collaborators from Hyatt Ziva Los Cabos dedicates their time to cleaning the freshwater wetlands of San Jose del Cabo.

Above: Laura Marchal, part of the Animation Department at Hyatt Ziva Los Cabos, smiles at the camera.

28 PLAYA PULSE | Fall 2017

Located very close to the hotel zone, Estero San Jose del Cabo is home to 40 kilometers (25 miles) of wetlands. The wetlands are a very important feature to the natural environment of Mexico, and everyone feels a level of responsibility to ensure that they are preserved.

The collaborators of Hyatt Ziva Los Cabos took part in cleaning the wetlands and contributed to creating a healthy habitat for the animals that are indigenous.

Above: Andres Garcia & Judith Lopez from accounting working hard.

PLAYA GIVES BACK

ANIMAL SANCTUARY What started in 2004 as an empty unfenced field with a few chickens, Woodstock Animal Sanctuary has turned into a large haven for animals that are victims to cruelty.

These animals are housed, treated and fed with the help of the workers and volunteers at the farm. Team members of our Playa Sales team volunteered time at the Woodstock Animal Sanctuary to help feed and take care of the animals.

Above: Renee Rizzi poses with one of the many farm animals at Woodstock.

Above: Anne McPhillips & Renee Rizzi are regular volunteers at the Woodstock Animal Sanctuary in High Falls, NY.

CASA HOGAR Casa Hogar was founded in 1990 with the mission of creating a route to success in a safe place for children in need.

Not only do they care for the boys and girls, but they also prepare them for adoption or to be reunited with their families when the time comes. Playa’s U.S. and Canadian Sales Team visited the home’s camp-like environment to spend the day with the children and to learn more about a great organization and their mission.

Left: Anne McPhillips sporting her new braid compliments from a child staying at Casa Hogar.

Fall 2017 | PLAYA PULSE 29

PLAYA GIVES BACK

CONTINUED

RIVER CLEANUP A few miles from the Hyatt Ziva Puerto Vallarta property lies a river bed that unfortunately collects trash from people littering in the area. With big rain storms approaching, our collaborators at Hyatt Ziva Puerto Vallarta had a spontaneous project to protect their local environment.

The employees woke up at 5 a.m. to hurry over to the river bed to ensure that there was no trash for the rain storms to wash out to the ocean. The effort and responsibility our collaborators feel to protect our oceans and sea life makes everyone proud to be part of Playa!

Above: Yolitztli Perez, Martin Esquivel, Damaris Urrutia from the Hyatt Ziva Puerto Vallarta team help dispose of the waste collected in the nearby riverbed.

Right: General Manager, Antonio Machain, German Martinez and the team at Hyatt Ziva Puerto Vallarta.

COMMUNITY SUPPORT The team of collaborators at Hyatt Ziva Puerto Vallarta participated in a property driven community outreach program by seeking out local families in need and helping them paint and restore their homes.

One of the events was at the Municipal Youth Center in Puerto Vallarta. The activities performed by our dedicated team included painting the facilities, installing new bathrooms for the children and a complete general cleaning of the property.

Right: The Municipal Youth Center in Puerto Vallarta receives a face lift thanks to the team at Hyatt Ziva.

Facilities were painted, new bathrooms installed and a complete cleaning.

30 PLAYA PULSE | Fall 2017

PLAYA GIVES BACK

COVENANT HOUSE In the early 1980s, Fort Lauderdale Beach community leaders became worried about the growing number of homeless teens that were living in the area. With the help of the community, they were able to purchase a building and open its doors to shelter and counsel the youth that were at risk. 32 years later, the Covenant House’s doors are still open and our Florida team members stopped by to help out.

Above: Tracy Volaric and Camille Cannicle plant bushes in the courtyard.

Above: Fernando Mulet, Vice President of Development clearing shrubbery and debris.

Above: The Florida-based Playa team pose following an afternoon of landscaping.

Right: Brittany Millner & Koral Duygulu transport mulch for the project.

Fall 2017 | PLAYA PULSE

31

FEEDING SOUTH FLORIDA Feeding South Florida, the local association to the nation’s leading domestic hunger-relief organization, serves 25 percent of the state’s food insecure population. Since 1981, Feeding South Florida has been serving the four counties of Palm Beach, Broward, Miami-Dade, and Monroe. Through the years more than 44 million pounds of food has been rescued and 37 million meals have been distributed to the food insecure population in the South Florida area.

The Florida-based Playa team volunteered and 36,970 pounds of food was sorted. This sorting provided 30,808 meals to the less fortunate.

While volunteering the team was made aware that more than 555,000 children in South Florida rely solely on free or reduced school meals. During the summer, these children are at risk of having nothing to eat for breakfast and lunch because they would normally receive it through the school. Due to this information, our Florida team members decided to launch a full-fledged office food drive of their own and raised upwards of 800 pounds of food to be donated to Feeding South Florida! Every effort counts!

32 PLAYA PULSE | Fall 2017

Above: The Florida-based Playa team volunteered at Feeding South Florida, a local food bank in Broward County.

GENERAL MANAGERS VISIT GRANVILLE 404 In late 2015, Hyatt Ziva and Hyatt Zilara Rose Hall adopted a local all-ages school in the heart of Granville in the parish of St. James in Montego Bay. Starting with a simple request for wire to keep the children safe has transformed into a long-term commitment now known as the Granville 404 Project.

As a standard throughout the entire company, dedicating time for service-based events is now a priority during meetings held on property. The General Manager’s meeting which took place in Montego Bay at the end of April, was no different. From planting in the vegetable garden to painting the newly designed sick-bay, or playing soccer with the students, it was a day of service that was well spent.

Above: From left to right, Daniel Lara, Systems Analyst, Marlene James, Loss Prevention Coordinator and Redehlia Gordon, Room Attendant from Housekeeping.

Above: Alfonso Jarquin, General Manager of Hyatt Zilara Cancun and Daniel Lara watch the football match with some of the players from the Granville team.

Fall 2017 | PLAYA PULSE 33

PLAYA

pulse

general managers

2017 MEETING

O

N APRIL 25, 2017,

the general managers, hotel managers and Playa Resorts executives gathered at Hyatt Ziva Rose Hall for three days of learning, sharing and team building.

Jon Patz, Motivational Speaker, addressed the group on the first day and left everyone inspired and just a “little bit closer.”

The second day was spent at Granville All Age School, a local grade school in the parish of St. James, Jamaica where the Hyatt Zilara and Hyatt Ziva 34 PLAYA PULSE | Fall 2017

collaborators dedicate their time to improving the well-being of children inside and outside of the classroom. Painting, planting and playing soccer–it was an afternoon well spent.

Following the immersive training sessions, guests enjoyed an awards gala meant to celebrate a year of success. The ceremony, inclusive of a white cocktail reception, was followed by an interactive dining experience themed after the movie “Orange and the Hundred Meters.” The evening culminated with the distribution of awards for the following “best of ” categories.

Most Improved NPS Hyatt Ziva Cancun Best TripAdvisor Ranking Hyatt Zilara Rose Hall Most Improved TripAdvisor Ranking Hyatt Ziva Cancun Most Improved Financial GOP Hyatt Ziva Puerto Vallarta Best General Manager Leadership Edwin Barragan Hotel of The Year Hyatt Ziva Puerto Vallarta General Manager of The Year Matias Klein

Fall 2017 | PLAYA PULSE 35

Intellect- Your

O

Style

N JUNE 14TH HYATT ZIVA

and Hyatt Zilara Rose Hall hosted a grand celebration of education, themed Intellect – Your Style. This event was geared toward accelerating the innovation, productivity and growth of the team on property, while celebrating their intellectual achievements and desire to excel.

The event showcased more than 205 team members across all divisions who embraced education and used it as a tool for personal growth and professional development. They also utilized this opportunity to recognize those team members who are actively involved in their community service initiative, Granville 404.

Strutting their stuff on stage in their finest garbs, our associates represented accreditations of: Associate Degrees, Bachelor’s Degree, diplomas in a variety of educational disciplines, Cloud Nine (elite group selected for Internal Management Development), and Technical and Vocational Certification in skills training.

To further show support for this effort and increase the projects’ awareness it was attended by The Ministry of Education, The Ministry of Tourism, Jamaica’s major media houses and valued sponsors.

The event resulted in a beautiful showcase on how beauty is achieved on both the inside and out.

36 PLAYA PULSE | Fall 2017

YC I

YOUTH CARE INITIATIVE

GIVING BACK TO THE SURROUNDING COMMUNITY IS SOMETHING THAT IS AT THE CORE OF OUR PHILOSPHY AT PLAYA HOTELS & RESORTS. AS OF JANUARY 2017 HYATT ZILARA CANCUN AND HYATT ZIVA CANCUN BEGAN PARTICIPATING IN THE YOUTH CARE INITIATIVE PROGRAM, WELCOMING THE YOUTH FROM NEARBY NEIGHBORHOODS TO WORK AT THE RESORTS.

The Youth Care Initiative (YCI) is an employability program that provides disadvantaged youth the life and work skills they need to become successful. It is the mission of YCI to empower its students to make informed career choices and positive life decisions in hopes that they can build a brighter future for themselves.

In 2018 Hyatt Zilara Cancun and Hyatt Ziva Cancun will be bringing on its second generation of YCI students and Hyatt Ziva Puerto Vallarta and Hyatt Ziva Los Cabos are looking forward to welcoming YCI students for the first time.

Giving back to the youth of the community and placing an emphasis on education and learning a trade is just another way Playa Hotels & Resorts gives back.

Fall 2017 | PLAYA PULSE 37

D E S T I N AT I O N S P O T L I G H T

Playa del

Carmen K

nown for its white sand beaches, turquoise waters and laid back vibe, Playa del Carmen is one of the most visited places in all of Mexico.

Once a quaint fishermen’s village, tourism and development has steadily flourished in the area since the 1980s. Population in the city grew as people began to recognize Playa del Carmen as an enviable tourist spot.

Now, Playa del Carmen largely contributes to Quintana Roo’s nearly 100,000 hotel rooms.

Despite the current press, it’s one of our beloved destinations and here’s a couple of reasons why.

38 PLAYA PULSE | Fall 2017

The best beaches, must-see attractions, delectable cuisine and exciting nightlife make Playa del Carmen a destination everyone should visit. The best way to experience the region is with guidance from locals and by visiting the hidden gems that those who live here swear by. With the help of some experts, we’ve compiled the ultimate Playa del Carmen visitor’s guide.

Let’s start with lunch. Fuel up with authentic tacos from El Fogón. The most popular location is only a 10-minute walk from The Royal Playa del Carmen and Gran Porto, leaving you no excuse to miss out on this local institution.

Stroll a little further down the beach and you run into Canibal Royal. Get a taste of the local life when you try their mouthwatering Mexican-Caribbean fusion cuisine.

Feeling adventurous? Pay a visit to El Pirata and order the sea snail ceviche– you won’t regret it!

Avoid crowded beaches and head to Playacar to relax. This hidden location is less crowded on the weekends, so there’s room to spread your towel out. Be sure to pack your own snacks and drinks.

The secluded beach is a long walk away from stores and restaurants.

Xcaret Park is another local favorite where you’ll find a variety of activities and fantastic restaurants.

Have lunch, go for a swim in the river and stay for the amazing night show that takes you on a sensory tour of Mexico through dance and music.

Local Experts Wally Dagri Trevisan, PR Director for Playa Hotels & Resorts, Latin America Marilu Ingles Sanchez, Assistant to General Manager, Gran Porto Resort

Finally, end your night with cocktails and dancing on calle12.

Cocobongo, Mandala, and Palazzo are where you’ll find the most fun with DJs spinning all night long.

Keep these insider tips handy for your next visit to Playa del Carmen.

Trust us, the most unforgettable trips always happen when you live like a local.

Fall 2017 | PLAYA PULSE 39

PLAYA

pulse

Panama Jack Resorts News Playa Hotels & Resorts has entered an exclusive multi-year licensing partnership with Panama Jack. The venture, which begins with the rebranding of Playa’s Gran Caribe Resort and Gran Porto Resort, continue to differentiate the company within the all-inclusive space.

O

n January 7, 2017 at the first annual Spotlight Awards, Playa’s Executive Vice President & Chief Marketing Officer, Kevin Froemming officially announced our partnership with leading consumer brand, Panama Jack. Joined by Kim Manna, Chief Executive Officer of Panama Jack, Kevin explained the dynamic synergy between the two brands. With its strong lifestyle identity and cultural connection with our core audience, Panama Jack is the perfect partner for Playa. Panama Jack Resorts will soon be a one-of-a-kind destination providing vacationing guests the opportunity to create their own adventure and memories with family and friends. Playa Hotels & Resorts has a proven track record for bringing brands into the hotel and resort sector and we are thrilled to transport Panama Jack into the all-inclusive space. The Grans are currently being reimagined to create a casual and friendly vacation experience influenced by Panama Jack’s relaxed and fun persona, encompassing all things sun and surf.

These projects are currently underway and will ultimately result in resorts featuring a new and modern laid-back vibe with a Caribbean feel.

With this new atmosphere of the resorts, this means that there will be new uniforms to go along with it! To define uniform and appearance standards, the Human Resources Regional Management and the General Managers work together with the Human Resources Managers of each hotel on the image that will be sought in the employees so that they reflect the relaxed, adventurous, casual, friendly and fun style of Panama Jack and that it manages to support the personality and brand experience that our guests will love.

What’s Always Included?

SUNNY SEASHORES SWEET SUITES

40 PLAYA PULSE | Fall 2017

PRISTINE POOLS

ROOM SERVICE

DELECTABLE DINING

OUTDOOR ADVENTURE

INFINITE LIBATIONS

CAMP JACK

UNLIMITED WI-FI

Delectable dining

Sweet suites

Sunny seashores

Our Regional Corporate office is designing the module of the Panama Jack brand for our induction course “Enjoy Your Stay,” where new employees will get to know the brand’s culture, philosophy and the promise of genuine service. Also, we are selecting information and dynamics for the great launch event “Welcome to Panama Jack” where we will live the experience of the brand and the know-how to create a feeling of family adventure and tropical lifestyle among friends, in addition to the great heartfelt service of Playa Hotels & Resorts.

The adventure begins this December

What’s New • MULTIMILLION DOLLAR ENHANCEMENTS SEAMLESSLY OFFERING GUESTS NEW, EXCITING FEATURES • REFRESHED AMENITIES INCORPORATING CONTEMPORARY, CASUAL RESORT LIFESTYLE • STRONG APPEAL TO THE US/CANADA MARKET FROM MILLENNIALS TO BOOMERS

What’s the Same • ALL-INCLUSIVE • GREAT VALUE

P ristine pools

• FAMILY-FRIENDLY

O utdoor adventure CANCU N P LAYA D EL CA R M E N PA N A M A J AC K R E S O R T S . C O M

All-Inclusive. Reimagined. ™

• PRIME LOCATIONS • EXCEPTIONAL DINING • HEARTFELT SERVICE • DEDICATED STAFF Fall 2017 | PLAYA PULSE

41

“ Lesson Learned: Be humble, passionate, and committed; support your team and learn from them; be Playa and be proud of it. ” Alfredo Garcia, Social Coordinator at The Royal Playa del Carmen

“ Our work is not done as a daily task but as a show of love and respect for the talent we have, and that together achieves the extraordinary. ”

Italia Guerrero, Training Manager at Hyatt Ziva Los Cabos 42 PLAYA PULSE | Fall 2017

IN THE KNOW P L AYA E S S E N T I A L S

E

VERY QUARTER, CORPORATE TRAINING

Director Fransisco Suarez hosts a variety of events and training courses to help with the personal and professional development of the Playa Hotels & Resorts staff in Mexico.

Throughout the last three months, employees had an opportunity to participate in a training program called Playa Essentials. The purpose of the course was to extend Playa’s philosophy to each of our employees during the interactive, two-day session.

Please enjoy these photos which showcase some highlights from the events throughout the region.

P

PASSION

L

LOYALTY

I surprise and delight guests through memorable moments be humble, passionate and engaged

I am loyal to the place I work and the people I work with value differences between coworkers, create a fun and inclusive workplace

A

ADMIRATION

Y

YES

A

ABILITY

I demonstrate love with a genuine greeting from the heart help build positive teams with a family essence

“ The essentials have

helped us to unify and strengthen our work team, applying day-to day Grupo Playa values.”

Gerald Comas, Meeting Concierge at Hyatt Ziva Los Cabos

I say yes to improvement that surpasses established goals actively participate in the community and help the environment

I focus on my learning and development generate a safe and clean place to work

Fall 2017 | PLAYA PULSE 43

PROFESSIONAL

B

EFORE GETTING HIRED, ALL OF OUR EMPLOYEES ARE

highly skilled individuals. However, at Playa, the growth of our employees never stops.

Our employees go through extensive training courses and seminars (over 40 hours per year to be exact) to not only improve their work in their current job but to give them the tools to reach new heights in the development of their careers. Below outlines some of the training our collaborators go through to ensure every guest visit is as special as the next one.

HYATT ZILARA CANCUN

HYATT ZIVA LOS CABOS

HYATT ZIVA PUERTO VALLARTA

In a constant effort for development, The Hyatt Zilara Cancun’s group of acrobats completed a 48 hour training course in Air Dance and Acrobatics.

On May 25 Hyatt Zilara Cancun launched their Beach Essentials Training. The essentials were taught through two sessions and staged sketches to display the lessons in a fun and interactive way.

A welcome meeting was held for selected employees to participate in the Talent Plan program. This project is a great opportunity for the professional and personal growth of each of individual.

A presentation at Hyatt Ziva Los Cabos was held for the departments where there is higher instances of occupational accidents.

The presentation covered why having necessary precautions for their daily tasks is always important.

Hyatt Ziva Puerto Vallarta held a workshop for their employees with families to promote a healthy work life and family balance.

The Hyatt Ziva Puerto Vallarta staff was given a course in Turtle Management to prepare for the upcoming turtle nesting season.

The World Class Service Conference was held and attended by all the hotel’s staff. The aim of this conference was to give the employees the necessary tools so that they can provide not only service but an experience that will make our guests remember Hyatt Ziva Puerto Vallarta.

THE 4 DISCIPLINES

Hyatt Zilara Cancun took the initiative and trained their department leaders in the course “The 4 Disciplines of Execution”.

Gran Caribe trained their department leaders in the course “The 4 Disciplines of Execution”.

The Royal and Gran Porto’s Executive Committees and Supervisors attended the corporate course “The 4 Disciplines of Execution”, which aims to generate open communication in teams, develop “decision-making power” and achievement of objectives through commitment.

44 PLAYA PULSE | Fall 2017

DEVELOPMENT

THE ROYAL PLAYA DEL CARMEN

GRAN PORTO RESORT PLAYA DEL CARMEN

The Quality Coordinator of The Royal Playa del Carmen taught two sessions to the hotel’s food handler’s on information pertaining to providing the highest level of hygiene when preparing and handling food for guests.

At The Royal Playa del Carmen, a sales course was given by the external instructor Erick Navarro Gutiérrez, to the employees of the Food and Beverage Department.

During the month of April, eight sessions were provided to the employees with the aim of helping them provide an even higher quality service to our guests.

Our regional corporate Beach Resorts Management convened our managers and supervisors of Gran Porto and The Royal participated in the corporate course “Your Personal Brand of Leadership”, which is the first step to understand and start designing the brand as a leader.

The department of Public Areas and Keys were given a workshop to promote a healthier mindset and were taught different techniques to use dealing with problems they encounter in each of their lives.

The Keys, Reception and Services departments conducted practical training in conditioned spaces with the purpose of reinforcing the AAA standards and achieving our goals by improving the service at Gran Porto Resort in Playa del Carmen.

At Gran Porto, leaders from the different departments shared the results obtained in the second period, in addition to recognizing the work of Supervisor and Manager of the Quarter.

Gran Porto and The Royal provided a lesson with the purpose of safeguarding the information of our guests.

The Venza Course was carried out where the employees were able to identify the key points to avoid mismanagement of sensitive data of our guests.

CPR

The Heimlich course was conducted at Hyatt Ziva Puerto Vallarta in order to be prepared for any incident that could occur with either a guest or an employee.

The evening shift staff at Hyatt Ziva Puerto Vallarta was also given a CPR course.

MANAGING DIFFICULT DECISIONS Silvestre Vazquez, the Hotel Manager at Hyatt Ziva Los Cabos hosted a workshop on managing complaints– both on and off property. During the presentation, he provided guidance on how to handle challenging guests hopefully producing a positive outcome. He used real examples and conducted a “brainstorming” session to encourage possible solutions.

Fall 2017 | PLAYA PULSE 45

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GUEST E X P E R I E N C E S “SERVICE FROM THE HEART®” IS MORE THAN JUST A MOTTO AT PLAYA HOTELS AND RESORTS, RATHER IT IS SOMETHING THAT BECOMES INGRAINED IN EACH AND EVERY ONE OF US AND IS CONTINUALLY SHOWCASED IN OUR DAILY ACTIONS. IT IS THROUGH THESE ACTIONS THAT GUEST’S TRIPS GO FROM BEING THAT OF A REGULAR VACATION TO FEELING LIKE FAMILY. IN INSTANCES LIKE THESE, GUESTS RETURN TIME AND TIME AGAIN, BECAUSE PLAYA FEELS LIKE AS SECOND HOME.

Since 1988 best friends Marta Ruiz and Caridad Tio have been staying at the Gran Caribe. They come each year for the celebration of Marta’s birthday, and do so because she feels she is with her extended family. It is the special touches they receive such as her room is always decorated for her birthday or knowing that their favorite salad is Frisee that makes them feel like they are a part of the family.

46 PLAYA PULSE | Fall 2017 46 PLAYA PULSE | Fall 2017

Next year Marta and Caridad will be celebrating their 30th visit to Gran Caribe Cancun and this just goes to show how a little “Service from the Heart®” can go a long way. Special recognition goes out to Matias Klein and his team at Gran Caribe for always being able to make guests feel like they are at a home away from home.

Memorable WEDDINGS

P

ART OF OUR RESPONSIBILITY AS A TEAM

is creating unforgettable memories and making dreams come true. This task is magnified when a guest decides to choose us to host their wedding day. While each couple is special and becomes part of our greater Playa family, there is always those select few that stand out and touch our hearts.

Last August Chris and Sarah Hollander chose Hyatt Ziva Puerto Vallarta as the backdrop for their big day. With Chris being a widower with five children and Sarah having suffered much of her life from an eating disorder, they were both not sure that this day would ever be possible. Ironically it was the love that they both had for Chris’s wife, who had helped Sarah with her disorder, that brought them both together.

From their beach ceremony to their pool terrace reception, the wedding was one that brought joy to all of those involved. For guests and staff alike it was an event that was truly unforgettable.

“This was a day dream, knowing the couple’s history, was heart melting. This is something that as a coordinator you don’t often get to experience on the wedding day.” Valentina Valencia Wedding Specialist at Hyatt Ziva Puerto Vallarta.

Take a peek at what Sarah and Chris’s special day looked like here: http://bit.ly/ChrisandSarah Fall 2017 | PLAYA PULSE 47

PLAYA

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LIFE LESSONS Shared by Tlaloc Monsivais Director of Rooms Division at Hyatt Ziva Cancun

For more inspiring tips for living a positive life, visit the employee Facebook page at www.facebook.com/groups/Lifeatplaya/ 48 PLAYA PULSE | Fall 2017

Teams Shown: Hyatt Ziva Cancun, The Royal Playa del Carmen, Hyatt Ziva & Zilara Rose Hall.

Health

FAIRS

ALONG WITH EXECUTING A TERRIFIC EXPERIENCE FOR OUR GUESTS, THE HEALTH AND WELFARE OF OUR EMPLOYEES IS OF THE UPMOST IMPORTANCE. Throughout the last three months, several resorts hosted Health Fairs that offered a variety of products and complimentary services. Local doctors were brought in to provide a variety of free tests and exams. It wasn’t all serious though, local companies attended the event to generate excitement and offer additional giveaways throughout the day.

Fall 2017 | PLAYA PULSE 49

Fit& Fitness E

VER FIND IT HARD TO KEEP A HEALTHY BALANCE

between living your everyday life and staying healthy at the same time? We asked our very own experts, from both the fields of Fitness and Wellness their tips on the best ways to achieve a healthy lifestyle.

On the side of Fitness, we asked Jorge Ochoa, personal trainer extraordinaire from Hyatt Ziva Puerto Vallarta.

And on the Wellness side, Hyatt Ziva Cancun’s Wellness Guru Erick Blanco.

WHAT ARE THE TOP 3 EXERCISES YOU CAN DO FROM YOUR DESK?

Ochoa - The top three exercises that can really give your whole body a workout from your desk are Leg Extensions, Lateral Shoulder Raises, and Seated Abdominal Crunches.

HOW IMPORTANT IS STRETCHING TO THE OVERALL WELLNESS OF YOUR BODY?

Ochoa - It’s critical. Stretching increases your blood flow and circulation and sends oxygen to your brain for a clearer mind—both of which are vital for your overall health.

IDEALLY, SHOULD YOU WORK OUT BEFORE OR AFTER WORK?

Ochoa - Everyone’s workout preferences really depends on their daily routine and what type of work out is preferred.

The single most important thing is to find time in your day for some type of physical activity.

Morning or night is up to you.

AM I BETTER OFF PACKING A LUNCH TO BRING TO WORK?

Ochoa - If possible, pack a healthy meal (salads,vegetables, chicken, fish, tuna, rice etc.) and avoid cafeteria food. This allows you to control your food in take while making healthy choices.

50 PLAYA PULSE | Fall 2017

Jorge Ochoa Personal Trainer Hyatt Ziva Puerto Vallarta

IF YOU DON’T HAVE TIME TO EXERCISE, WHAT ARE SOME WAYS YOU CAN INCREASE YOUR ACTIVITY DURING THE DAY?

Blanco - You don’t have to go to the gym to be an active person.

To increase the activity you do in a day one can: Erick Blanco Spa Manager Hyatt Ziva Puerto Vallarta

WHAT IS YOUR TOP 5 HEALTHY SNACK OPTIONS? WHAT ARE SOME OF SNACKS AND DRINKS YOU SHOULD STAY AWAY FROM?

Blanco - For healthy snack options I always like to stick toward lean foods and good fats. My favorites are:

• Always use stairs • Don´t spend a lot of time sitting, or in the same position • Park further from the office to increase walking time • Walk as long and as much as you can • Express workouts at home

WHAT ARE SOME TIPS FOR STAYING HEALTHY WHILE TRAVELING?

Blanco - Going on vacation or traveling for work does not mean your physical health has to suffer.

Just follow these simple steps to stay on track: • Don´t skip the gym • Eat healthy meals • Don´t consume too much alcohol • Participate in physical activities • Sleep at least 8 hours daily

• Tuna (packed in water, not oil) • Protein shake • Nuts (almonds are best) • Fruits • Salads AVOID SNACKS THAT CONTAIN A SURPLUS OF ARTIFICIAL SUGARS SUCH AS:

• Soda • Artificial juices • Coffee • Fried foods • Candy

WHAT ARE THE BENEFITS OF GETTING QUALITY HOURS OF SLEEP AT NIGHT? AND HOW MANY SHOULD YOU GET?

Blanco - Getting quality sleep is essential to living a healthy lifestyle. Sleep is what allows your body to heal and recuperate from a days’ worth of activities.

Fall 2017 | PLAYA PULSE

51

CELEBRATIONS S P OT L I G H T

Kid’s Day The International Day for Protection of Children is celebrated on the first of June by many countries around the globe. Every year, Playa Hotels & Resorts celebrates our employee’s children and the greater extension of the Playa family. While the day is to celebrate all kids, it is also a crucial day to raise awareness of issues facing children. Here are some of the special events that took place across each property throughout Mexico and the Caribbean.

FUN FACT:

The first holiday, now known as Children’s Day for short, took place on the second Sunday of June in 1856 in Chelsea, Massachusetts.

FUN FACT:

Since 1950, Children’s Day has been celebrated internationally in many countries on the first of June. However, in Mexico it takes place every year on April 30th.

52 PLAYA PULSE | Fall 2017

GRAN CARIBE & HYATT ZILARA CANCUN

Snacks, live performances and playground activities were enjoyed by all.

HYATT ZIVA CANCUN

Endless activities including jousting contests and an outing to the Sky Zone Amusement Park.

HYATT ZIVA LOS CABOS

A fun-filled, superhero-themed day was filled with friendly competitions and movies for children and their parents to enjoy.

HYATT ZIVA PUERTO VALLARTA

Making a difference in the community, the team celebrated with local children from Mismaloya. The kids enjoyed three piñatas filled with candy and a surprise appearance from employees dressed as super heroes.

The collaborators’ children also enjoyed a day of celebration accompanied by clowns, fair games and many more activities for the kids to enjoy.

HYATT ZIVA & HYATT ZILARA ROSE HALL

The day was filled with endless fun including a screening of the Disney movie “Moana,” a cookout, face-painting and bounce houses.

THE ROYAL & GRAN PORTO

More than 350 employees and their families attended our Kids Day Party, where they enjoyed a variety of activities such as watching The Lego Batman movie, piñatas and giving presents.

E M P LOY E E

Birthdays Many employees around the world spend their birthdays at work. The team at Playa Resorts makes sure to recognize these individuals and make sure each birthday is a memorable one. Not only are they celebrated on the exact day, but at the end of every month all the resort employees come together for a party and cake to honor all birthdays once more.

Happy Birthday to all those who recently celebrated or will be soon!

Fall 2017 | PLAYA PULSE 53

WHAT’S HOT

ST RE ET FO OD CONCEPTS

BY GERALD BLAY

✓

Does it come from a cart?

Do you consume it immediately?

✓

Is it easy to eat?

✓

availability, What is this? Well it’s Street Food of course! Because of its easy accessibility and g concept street foods are becoming all the rage. Below are ways that we can bring this amazin into our hotels while delivering the convenience factor to guests on a daily basis.

Ramen Statio

ns: Have bee

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OUR F OCUS ON TH E Q UA OF OU LIT Y R STR EET F ESS EN O OD IS TIAL, THIS I GUEST S WHAT S COM HAS ING B ACK F OR MO RE! 54 PLAYA PULSE | Fall 2017

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We will upgrade our hotdog stands using Italian Sausages, Bratwurst, and other specialty products to enhance the culinary experience

Other street food concepts that have been implemented already with great success were the Boa Tacos and Cinnamon Rolls

S H I F T ’ S OV E R ?

L E T ’ S SO C IALIZ E While during work is not the time, you may want to take a few moments to share your day.

Post a pic, share a video or something special that made you smile with your Playa family.

#LIFEATPLAYA | @PLAYARESORTS WWW.FACEBOOK.COM/GROUPS/LIFEATPLAYA

LOOKING FOR A NEW OPPORTUNITY? Visit your on-site Human Resources Department to discuss potential opportunities.

HAVE A QUESTION REGARDING HOSPITALITY? Submit a question for a future “Ask Alex” article by emailing: HumanResources@playaresorts.com

HAVE AN IDEA FOR AN ARTICLE OR A PHOTO TO SUBMIT FOR A FUTURE ISSUE OF PLAYA PULSE? Email Amy Zocchi, AZocchi@playaresorts.com or Samantha Hardy, SHardy@playaresorts.com