Over the first year that Playa has been listed on Nasdaq, we have been talking about a very important goal: becoming the dominant leader in the all-inclusive space. Since ringing the bell a year ago, we have taken a huge leap.
We are not only significantly increasing our room count in Jamaica, but we are also entering a special relationship with Hilton and introducing the Panama Jack Resorts brand to Jamaica. In the Dominican Republic, we have Sanctuary Cap Cana renovations and the new Hyatt Zilara & Hyatt Ziva complex on the way. And in the coming days, months, years, we will continue to expand, both in our existing markets and far beyond.
But of course, none of this is possible without you. Our team has, and always will be, central to Playa’s success. Your hard work and dedication is truly appreciated and I am so privileged to be on this journey with you.
Sincerely,
RESORT
OPENINGS & UPDATES
COMING SOON
HYATT ZIVA & HYATT ZILARA CAP CANA
We have broken ground on the Hyatt Zilara & Hyatt Ziva resort complex in Cap Cana, Dominican Republic and have released the first round of renderings that showcase what will be the flagship property for the Hyatt All-Inclusive brands. We remain on schedule and expect to open in October 2019.
HYATT ZILARA CANCUN
With much anticipation and excitement, Hyatt Zilara Cancun announced the soft opening of the new 6,955 square foot Zen Spa on March 5. The new spa features 11 treatment rooms, a lounge with terrace and a large hydrotherapy circuit otherwise known as Zen Circuit. The Zen Circuit includes a sauna room, mist shower, herbal steam room, ice fountain, polar and whirlpool and lounges. The spa also offers a beauty salon, bridal suite and an Alchemy workshop where guests can create their own lotions and potions!
HYATT ZIVA ROSE HALL
Our state-of-the-art, two-story Fitness Center is now open at Hyatt Ziva Rose Hall! The Fitness Center, which looks more like a health club, offers extensive equipment options as well as a variety of fitness classes and its own spinning studio.
The team at Hyatt Ziva Rose Hall also hosted a Faberge Egg auction to support the Granville 404 project on March 28. The auction included 6 eggs in total and made headlines in the local press due to the philanthropic nature of the effort!
Hyatt Zilara & Hyatt Ziva Cap Cana
HYATT ZILARA ROSE HALL
Touting a brand-new oceanfront spa, the Hyatt Zilara Rose Hall Zen Spa features a new reception area, private villas and an expanded relaxation room that includes a hydrotherapy whirlpool and showcases stunning views of the Caribbean Sea.
HYATT ZIVA PUERTO VALLARTA
The renovation of the Club Tower and lobby at Hyatt Ziva Puerto Vallarta is officially complete and showcases a new aesthetic décor with a very modern, Mexican flair. The reviews on the new rooms have been stellar with the majority of past guests recommending them on recent chat boards.
PANAMA JACK RESORTS CANCUN & PANAMA JACK RESORTS PLAYA DEL CARMEN
The transition from the Grans to Panama Jack Resorts is complete and renovations are finished. From a refreshing new design to new entertainment concepts, the new brand and resorts are sure to surprise and delight upcoming guests over the months to come.
THE ROYAL PLAYA DEL CARMEN
The entertainment team at The Royal recently launched a health and wellness campaign called the Fitness Day Challenge that reminds guests on property that just because they are on vacation doesn’t mean they need to forego a balanced lifestyle. The program includes a CrossFit inspired workout regimen that accommodates a widespan of fitness levels.
Zen Spa at Hyatt Zilara Cancun
Letter from the Publisher DAYNA
BLANK
You may already be familiar with Playa’s history and culture but whether your journey with Playa has just begun or you helped create Playa from the beginning, it is important that we take a minute to remember why Playa is such an incredible place to work. Playa was started 12 years ago with a passion for the all-inclusive industry and a vision to become the leader of the all-inclusive segment within the hospitality industry. Playa has come a long way since its inception. Today, Playa employs over 10,000 associates internationally.
Only together as a team can we achieve our vision of becoming the leader of all-inclusive resorts. We can do this by living and breathing our core values in all that we do. Our core values embody not only what we strive to show every day in the service we provide to our guests, but also the way we take care of one another and the communities to which we belong. Our philosophy has remained the same from day one: we take care and motivate our employees—and in turn— they take care of our guests with love.
Thank you for joining us as we work toward achieving our full potential.
EXECUTIVES:
Chairman and CEO
Bruce Wardinski
Chief Executive Officer
Alex Stadlin
Executive Vice President and Chief Financial Officer
Ryan Hymel
Executive Vice President and Chief Marketing Officer
Kevin Froemming
Executive Vice President and General Counsel
David Camhi
Senior Vice President of Development
Fernando Mulet
BOARD OF DIRECTORS:
Bruce Wardinski
Richard (Rocky) Fried
Stephen C. Haggerty
Daniel J. Hirsch
Antonio Betancourt
Betty Ann Brown
Dedra Brown
Juan Calderon
Cristian Carballo
Alfredo Garcia
Daniela Gomez
Claudia Guerrero
SPECIAL THANKS:
Service From The Heart,
Hal Stanley Jones
Tom Klein
Elizabeth Lieberman
Karl Peterson
PLAYA PULSE CONTRIBUTORS:
Italia Guerrero
Samantha Hardy
Marissa Hicken
Adriana López
Myrna Lozano
Conchita Luviano
Perla Mercado
Mario Mihalic
Arturo Sarukhan
Gloria Guevara
Adriana Navarrete
Esther Navarrete
Alberto Romero
Daysis Vargas
Estefania Vargas
Jennifer Velasquez
Amy Zocchi
To Cohort Creative Group for providing creative direction and design for this publication. Rebecca Bing, Danielle Ford, Carrie Lare, Beverly Roseman
PLAYA pulse
WELCOME TO THE PLAYA FAMILY
DUNN’S RIVER • GRANDE
PARADISE COVE • RUNAWAY BAY
WE ARE EXCITED TO ANNOUNCE THAT WE HAVE entered a definitive agreement with Sagicor Group Jamaica Limited for a business combination whereby Sagicor will contribute a portfolio of five all-inclusive resorts with 1,320 rooms in addition to the Jewel brand and two adjacent oceanfront developable land sites located on the North Coast of Jamaica.
This is an exciting time for Playa – not only does this transaction demonstrate our ability to execute on external growth opportunities in what is a fragmented industry but it also allows us to diversify our portfolio geographically and in the number of overall brands, including another global leader, Hilton.
Playa will own and operate these assets, therefore once the transaction is complete, Playa will also welcome new employees to the greater Playa family! Please join us in welcoming them and showing them what the term Service From The Heart® truly means.
While there are several conditions that need to be met to close this transaction, we are confident that we will be able to satisfy them in the upcoming months. We appreciate all you have done to help us get us to this pivotal moment and look forward to your continued support during this time.
Best regards,
Fernando Mulet SVP, Head of Development
SAGICOR’S PORTFOLIO INCLUDES THE FOLLOWING RESORTS:
HILTON ROSE HALL RESORT & SPA
JEWEL RUNAWAY BAY BEACH & GOLF RESORT
JEWEL DUNN’S RIVER BEACH RESORT & SPA
JEWEL PARADISE COVE RESORT & SPA
AN 88-ROOM HOTEL TOWER AND SPA LOCATED AT THE JEWEL GRANDE MONTEGO BAY RESORT & SPA. (PLAYA TO MANAGE THE ENTIRE RESORT AT CLOSING)
FUN FACT:
Following the transaction, Playa will be one of the largest resort owners and operators in Jamaica –both in the total number of rooms and number of brands under management.
We Are Playa Hotels & Resorts
COMING SOON:
GRAND OPENINGS AND MILESTONES
Hyatt Ziva Los Cabos & Hyatt Zilara Cancun
Hyatt Zilara & Hyatt Ziva Rose Hall
Hyatt Ziva Puerto Vallarta
Royal
Hyatt Ziva Cancun
ASK ALEX
Have a question regarding hospitality? Want advice? Interested in the direction of the company? Submit your questions for the “Ask Alex” column and have them featured in an upcoming issue.
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: OUR TEAM — BY THE NUMBERS
8,796 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
Hyatt Ziva Los Cabos
Panama Jack Cancun
834
671
Hyatt Zilara Cancun STAFF: 603
ROOMS: 513
ROOMS: 591
ROOMS: 470
ROOMS: 307
Panama Jack Playa del Carmen STAFF: 373 ROOMS: 297
Hyatt Ziva Puerto Vallarta STAFF: 494 ROOMS: 335
Sanctuary Cap Cana STAFF: 477
ROOMS: 171
*The total number includes additional properties that are owned by Playa Hotels & Resorts.
CORPORATE OFFICE EMPLOYEES:
Ft. Lauderdale, Florida & Fairfax, Virginia: 96, Cancun, Mexico: 107
Playa family... Improving our community. Making… memories all the time.
Sagicor PEOPLE
Welcome to our Playa world... Where we’re making dreams come true. Morning, noon and night... this is what we do!
Some work days. Some work nights. Some are working out of sight. Our dedication never ends It goes on and on, and on, and on!
Playa family... Turning moments into memories. Growing Stronger all the time.
Living by our phil-os-o-phy... Full of passion and integrity... Our renowned Service from the Heart® It goes on and on, and on, and on!
To watch the video: http://bit.ly/WelcometoPlaya
RINGS THE BELL PLYA
ON MARCH 13, PLAYA HOTELS & RESORTS
reached another milestone by celebrating its one-year anniversary as a publicly traded company. To mark the occasion, the executive team was joined by travel partners and esteemed members of the media for a closing bell ceremony and Caribbean-themed cocktail reception at Nasdaq MarketSite in New York City.
“ We’re going to grow. We’re going to consolidate in the all-inclusive space and we’re going to be the number one all-inclusive company. That’s the goal. ”
– Bruce Wardinski, Chairman & CEO Playa Hotels & Resorts
Hyatt Ziva Puerto Vallarta
The backdrop of the Second Annual Spotlight Awards
JANUARY 11-14, 2018
ONE HUNDRED OF PLAYA’S TOP-SELLING TRAVEL AGENTS
FROM across North America earned their way to celebrate among friends and colleagues during the three-day soiree. In what felt like the shortest 72 hours in history, new friendships and memories were cultivated among one of the most magnificent settings along Mexico’s Pacific Coast.
The weekend celebration held at Hyatt Ziva Puerto Vallarta consisted of everything from property excursions and authentic entertainment to exciting nightly themed parties. It was the perfect chance for Playa’s sales team to connect with our loyal partners while encouraging them to personally enjoy the product they’re experienced in selling.
The weekend culminated with a beachside winter wonderland-themed grand gala where we celebrated everyone’s success and honored the top performers in a variety of different categories.
A big thank you goes out to the entire team at Hyatt Ziva Puerto Vallarta for a job well done. The time and effort you put forth not only created a buzz for the destination but also brought awareness to how special the PV team truly is.
In The News
Here’s what the media is saying about Playa in 2018
HYATT ZIVA PUERTO VALLARTA
Consumer and trade journalists were among the first to stay in the newly renovated Club Tower suites at Hyatt Ziva Puerto Vallarta during a press in early December 2017. The trip, which featured the destination as well as the resort’s health and wellness offerings, resulted in noteworthy coverage including a feature story in Travel Courier
PLAYA AND FRIENDS
The annual Playa Hotels & Resorts “Playa & Friends” event took place in Mexico City on February 22, 2018. Since Playa’s debut in in 2015, the meeting allows the sales and marketing teams to connect with key travel partners including influential meeting planners, tour operators and national press. The special occasion allowed us to share the latest Playa news including updates, openings and acquisitions with the goal of increasing bookings as well as media exposure throughout the remainder of 2018. Our guest of honor, Carolina Perez from the Dominican Republic Tourism Office in Mexico, spoke about the destination and further expounded the importance of Playa’s growth within the country.
Panama Jack Resorts Cancun came to life as we partnered with JAWW Media + Marketing for a US multi-station radio broadcast and digital campaign during the latter part of 2017. 14 radio stations were the first to have a sneak peek at the resort before its grand opening and were treated to an experience that proves that guests at Panama Jack Resorts truly are travelers and not tourists! Using a “360” approach,
the promotion was integrated into all facets of the multimedia campaign. Broadcasting live poolside, the radio partners shared the guest experience first-hand. Their excitement shined through as they personally shared why their listeners should “Choose Jack”. Many thanks to Matias Klein, Vicky Iniesta, Leopoldo Rivera, Sergio Villasenor, Mario Mihalic and the entire team at Panama Jack Resorts Cancun for making this project a huge success!
THE RESULTS ARE IN!
48 MILLION
IMPRESSIONS ACROSS
13 MAJOR
MARKET RADIO STATIONS
PANAMA JACK RESORTS
READY, SET, PRO! Football Stars Shine at Granville
On March 23, we hosted a group of NFL football players for a Fun & Fitness Day at the Granville All Ages School in Montego Bay, Jamaica. The effort was the first of its kind and included football and soccer drills, music lessons and a pizza party. Donations from the Playa corporate office also resulted in the distribution of clothing, toys and school supplies to all children enrolled. The day proved to be a touchdown!
Local Experts
On the eastern and southeastern side of the Dominican Republic you’ll find continuous fine white sand beaches with giant coconut trees—a scene easily associated with the DR. Over the last 20 years, Punta Cana has developed from a small fishermen’s village to a booming tourist destination. There is a lot you can do while on vacation in Punta Cana. The Coconut Coast, as many refer to it, is known for excellent sailing, snorkeling world-class golf courses, and so much more.
Punta Cana
Evelyn Carrasco
Wedding Manager, Sanctuary Cap Cana
Jennifer Velasquez
Guest Services Manager, Sanctuary Cap Cana
Juanillo Beach is one of the most beautiful beaches in the Dominican Republic and considered by many the best beach of the east coast. This palm-filled coastline is usually not very crowded and is just steps away from Sanctuary Cap Cana. Juanillo Beach has a coffee bar with an extensive menu and it is only accessible to people staying at one of the Cap Cana resorts or property owners and their guest. In 2019, Hyatt Zilara & Hyatt Ziva Cap Cana will be located on this wide-open and calm beach.
If you venture about 40 minutes from Sanctuary Cap Cana you will find Macao Beach, the only completely public beach in the area. Known for its fine sand and surfing, it’s also a great spot to try some fresh fish at one of the small seaside eateries. Macao is a popular area for locals on Sundays and serves as a stop off point for many excursions such as ATV and Safari tours.
Located across from Sanctuary Cap Cana (just a few steps off the main lobby), Sanctuary Town is Cap Cana’s must-visit spot for food and leisure, featuring nine dining outlets including themed bistros, cool bars and a food truck.
At Beers of the World, an authentic English Pub, you can enjoy more than 40 different beers.
The Sweet House is an old train station transformed into a unique ice cream shop, not to be missed.
If you are looking for fine dining, look no further than our very own Sanctuary Town. El Rincon de Paco is a traditional Spanish tavern with a variety of tapas, meats and fine wines. This restaurant is named after the owner and is considered one of the area’s best steakhouses. But if you want to wander around further for dinner, head over to Noah Restaurant, about 20 minutes from Sanctuary Cap Cana. This elegant
and modern lounge restaurant in a Bavaro shopping district serves innovative Latin fusion cuisine with a Caribbean twist—the pulled pork and lobster ravioli are crowd favorites.
For an afternoon of trawling and shopping you must visit The Bavaro Beach Flea Market (locally known as Bibijagua), one of the most traditional Dominican markets in Punta Cana. The market is full of stalls to buy any souvenir you can think of, from magnets and rum to a precious Larimar stone. The Dominican Republic is full of treasures and one of the most beloved is Larimar, also known as “Stefilia’s Stone”. Not only does Larimar make beautiful jewelry, but it is also said to have healing powers.
End the night in a dream location with spectacular view of Marina Cap Cana at Versus Marina Cap Cana Terrace & Lounge. This exclusive club has three distinct areas to enjoy a cocktail (or two), a terrace and pool looking the marina, two ballrooms with contemporary décor as well as lively music and a VIP sky level with an unbeatable view of the sunset.
HOW TO MAKE
A 5 - S T A R B E D H H H H H
Ever stay on property and wonder how the bed is made so perfectly? Wish you could make your bed that well at home? We sat down with Hyatt Zilara Cancun Housekeeping Manager, Carmen Albarran to uncover the secrets to a 5-star bed.
“Making the bed is the most important part of the room cleaning process, as it is intended to be ideal for the perfect rest and recovery of our guests,” explains Albarran. Read on to learn Albarran’s step-by-step process to making a flawless bed.
1.
The mattress protector is placed first, ensuring that it is completely covering all the mattress and that is well stretched on top of the mattress.
2.
Next, the first sheet is placed, it should fly on a zig zag motion only twice and land on the bed, in the correct position, covering the whole bed.
3.
The sheet is folded and should be completely hidden under the mattress, in a flat and stretched form to avoid visible wrinkle marks.
4.
The second sheet is placed in the same way as the first, but this one is folded in an envelope form around the edges of the mattress, this sheet is used as a cover. It must be folded on the bottom, leaving enough space for the person to be comfortable and not too tight at the bottom of the bed, closest to the foot of the bed.
TIP: Two of the pillows are soft and two are harder, the hard ones must be placed first, under the soft ones.
5.
The soft cover is placed last, it should be placed on the head part of the bead, with 2 palms between the edge of the mattress and the beginning of the soft cover, which is the perfect size to place the pillows after.
6.
This soft cover is also folded on the bottom part of the mattress in an envelope form, completely flat, stretched and with no visible wrinkles.
7.
Pillow cases are folded as an envelope around the pillow and placed on the bed.
8.
Finally, the whole bed is positioned perfectly (as well as the night tables). Once the bed is done, do not touch again!
Walk in a U shape around the bed to avoid contact with the bed itself as much as possible.
YOUTH CARE INITIATIVE YC I
INTERNATIONAL EDUCATION PROGRAM AT PLAYA HOTELS & RESORTS
For the second consecutive year, Hyatt Ziva Cancun and Hyatt Zilara Cancun are participating in the Youth Career Initiative, a life and career training program for disadvantaged youth in the local community. In January of this year, Hyatt Ziva Los Cabos and Hyatt Ziva Puerto Vallarta joined their coworkers in this impactful initiative.
YCI students are immersed in the values and culture of Playa Hotels & Resort Resorts through their involvement on and off property. Throughout the program, they have the same benefits as any other Playa employee including uniforms, transportation and meals in addition to weekly training classes which cover several hospitality topics.
“We are proud to participate in a tangible, measurable, socially responsible initiative that addresses the needs of social problems such as unemployment, social exclusion and exploitation of young men and women.”
— FRANCISCO SUAREZ, REGIONAL DIRECTOR OF LEARNING & DEVELOPMENT PLAYA HOTELS & RESORTS
EXPECTED NUMBER OF YCI GRADUATES:
The impact that the program is having on these teenagers’ lives is vast. With graduation less than a month away, the program is seeing a notable 85% success rate. Not only are the students uniting as a group but they are also showing solid individual results. Their communication and English skills have improved as well as their ability to navigate a computer.
HYATT ZIVA PUERTO VALLARTA
HYATT ZIVA LOS CABOS
HYATT ZILARA CANCUN
HYATT ZIVA CANCUN
HOW DID YOU START?
I started in the Public Areas department, where I always felt welcomed and did the best job I could. Once I started at Hyatt Ziva Los Cabos 2.5 years ago, I began to learn the basics of English and with that, I started training to become a hostess. Two months following my training, I began my position as hostess.
WHAT IS YOUR DAY TO DAY LIKE? HOW DOES A HOSTESS GET READY TO GIVE A WARM WELCOME?
I wake up very happy and grateful, I don’t have to do anything or prepare in any way—it is just who I am. The guests perceive and sense if you are being real when you welcome them. I am genuine with all my feelings, it is not because I have to act a certain way, it doesn’t work like that, I am just me.
WHAT IS THE BEST PART OF YOUR JOB?
Listening to the guests and hearing how thankful they are. I love when they say things like, “I’m coming just to see you again,” because of the service I provided. Wow, it’s the best. I am extremely grateful and it is something I will always take with me.
ANYTHING ELSE YOU WOULD LIKE TO ADD?
Something that I always have in mind is to treat others as you would like to be treated. We are all the same no matter where we come from, our age, gender, status, etc. We are all the same and we all deserve to be treated the best.
I always thank God for helping me get to where I am now, and for all the blessings and wonderful people I encounter every day.
EMPLOYEE SPOTLIGHT
Hostess at La Plaza Restaurant
Hyatt Ziva Los Cabos
MENTIONS ON TRIPADVISOR:
“She was the cutest little soul! We would bring her home with us if we could!” - derekbrooks6
“one of the sweetest ladies we’ve ever met” - lukehurt09
“She is the sweetest, most genuine woman and gave us both big hugs on our last day.” - alliecat1971
“What a pleasure to be greeted at breakfast by the hostess” - JustFern
“Was excited to see us every morning and her friendliness and beautiful words just warmed my heart.” – DalithZ
“was so wonderful and friendly, it was great to see her smiling face every day.” - wjivraj
“the hostess at the breakfast buffet, well I wish I could have brought to home with us. What a sweet angel!!!” - bethpotts
“was the sweetest most genuine hostess I’ve ever encountered - ANYWHERE!” - cardswin_cardswi
Margarita Bustamante
CELEBRATIONS SPOTLIGHT
St. Patrick’s Day
Even though St. Patrick’s Day is deeply rooted in Irish culture and Catholicism, today it is celebrated all around the world on March 17. On this one lucky day of the year anyone can join in on the fun. Here are some green traditions and legends associated with St. Paddy’s Day:
FUN FACT:
Shamrocks have long been associated with St. Patrick’s Day. Three is Ireland’s magic number and the three petals that make up the shamrock are supposed to bring good luck. The shamrock was once a sacred plant in ancient Ireland because it symbolized the rebirth of spring. In the seventeenth century when the English began to seize Ireland, the shamrock was worn as a badge of pride.
FUN FACT:
The leprechaun is a small Irish fairy dressed like a shoemaker, with pointed shoes, a leather apron and hat. Leprechauns are said to be unfriendly little men who live alone in the forest, spending all their time making shoes and guarding their treasures. If someone catches a leprechaun, he will be forced to tell where he hides all his pots of gold. However, the leprechaun must be watched always. If his captor looks away, the leprechaun will vanish along with his treasure.
FUN FACT:
The celebration of St. Valentine did not have any romantic connotations until the 14th century.
FUN FACT:
There are approximately 50 million roses given on Valentine`s Day around the world.
Valentine’s Day
Celebrated worldwide, Valentine’s Day dates back to the 5th century. It wasn’t until the 1700s that it began to resemble the romantic holiday we know today. Today, Valentine’s Day is synonymous with exchanging cards, flowers, chocolates and other gifts as an expression of love and friendship.
FUN FACT:
The US Greeting Card Association estimates that approximately 190 million valentines are sent each year in the US.
International Women’s Day
“WE ALL HAVE WONDER WOMAN INSIDE US.”
“EMPOWERED WOMEN, EMPOWER WOMEN.”
“WHEN WOMEN SUPPORT EACH OTHER, INCREDIBLE THINGS HAPPEN.”
“LITTLE GIRLS WITH BIG DREAMS BECOME WOMEN WITH VISIONS.”
AAA
FOUR DIAMOND AWARDS
AAA Diamond ratings represent a combination of the overall quality, range of facilities, and level of services offered. The descriptive ratings are assigned exclusively to properties that meet and uphold AAA’s rigorous approval standards.
CONGRATULATIONS TO ALL WINNERS OF THE AAA FOUR DIAMOND AWARD FOR 2018!
HYATT ZIVA PUERTO VALLARTA
HYATT ZILARA CANCUN
HYATT ZIVA ROSE HALL
HYATT ZILARA ROSE HALL
SANCTUARY CAP CANA
HYATT ZIVA LOS CABOS THE ROYAL PLAYA DEL CARMEN HYATT ZIVA CANCUN
IN THE KNOW
with Playa catch the wave
HUMAN RESOURCES RECENTLY LAUNCHED A MOTIVATIONAL initiative called Catch the Wave with Playa. The goal of the program is to generate a culture of pride, belonging and commitment across all teams by highlighting individuals’ strengths and promoting all the benefits and activities offered by Playa. The program also focuses on improving communication, development and employee wellbeing.
The program consists of three fundamental elements—which are associated with the natural elements of a beach—that will help guide Playa employees on their journey of professional and personal development.
1 WORK ENVIRONMENT
3 SAND SEA SKY
2
APPROACH TO HAPPINESS PROFESSIONAL GROWTH
Each element has several subprograms with correlating activities that will be launched throughout the year. Keep your eyes out for more information in the back of the house of each resort.
PROFESSIONAL
PLAYA EMPLOYEES GO THROUGH EXTENSIVE TRAINING
courses and seminars to not only improve their skill-sets as it relates to their existing job but also to acquire tools needed for continued personal and professional growth. Below outlines some of the training our teams go through, which ultimately helps to ensure every guest visit is as special as the next one.
DID YOU KNOW?
Playa Hotels & Resorts employees go through over 40 hours of training per year, more than double what the average hospitality company offers.
DEVELOPMENT
HYATT ZIVA ROSE HALL
Wine 101: 99% Chance of Wine
In an effort to drive non-package revenue, the team at Hyatt Ziva Rose Hall has partnered with wine purveyors to immerse themselves in all things wine. Thanks to these sessions, the employees have gained a wealth of knowledge and a confidence boost, enabling them to speak more intelligently about wine upsells. It has certainly paid off since there is an increase in wine revenue across property.
HYATT ZILARA ROSE HALL
Lead the Way. Problem Resolution & Empowerment
Customer service is at the heart of the hospitality industry. As part of the Lead the Way training course, the team embarked on a widespread initiative that encouraged owning and resolving all guest opportunities. Associates were exposed to benchmark practices that include finding the balance between customer satisfaction and cost containment with the ultimate goal to raise guest satisfaction scores.
SANCTUARY CAP CANA
Welcome to Playa
New to Playa, all team members were invited to Enjoy Your Stay Course 1 which introduces everyone to Playa Hotels and Resorts´ history and company culture. Executive and management committees also participated in in Playa´s Orientation Course for leaders, where the situational leadership characteristics, policies and procedures, most important to the company, were explained.
HYATT ZIVA LOS CABOS & HYATT ZIVA PUERTO VALLARTA
The Importance of First Aid
On the job training is one of the most impactful ways to not only standardize the guest experience but to also keep guest safety top of mind, should a situation ever arise. The team at Hyatt Ziva Los Cabos took CPR training as well as rescue courses to ensure that they are well-prepared at all times.
HYATT ZIVA CANCUN
Search and Rescue Training Workshop
Safety is always of the upmost importance for all our employees and guests. To ensure that all team members are prepared in case of an emergency, Hyatt Ziva Cancun recently had a Search and Rescue course to provide the step by step guidance in the event a water or fire crisis takes place. The program not only taught the team all the necessary skills that would be required to complete the rescue but also how important communication is.
HYATT ZILARA CANCUN
Pay It Forward
Pay it forward, it’s a saying that can be incredible when put in motion. The team at Hyatt Zilara Cancun participated in a fair organized by the local university where the team provided students with internship opportunities for on the job training. This was done with great enthusiasm as it helps support the professional development of today’s youth.
PANAMA JACK RESORTS CANCUN
Managing Difficult Situations Lab
The F&B team at Panama Jack Cancun participated in training in which employees learn to manage difficult situations that may arise with guests. The goal is to ultimately ensure guest satisfaction.
THE ROYAL PLAYA DEL CARMEN
Aquatic Rescue Training Workshop
The prevention team at The Royal participated in a specialized training course designed to elevate their skills and reaction times when potential risks arise. The goal of the hands-on course was to make sure that all team members understand the processes and procedures and that they can execute them in a timely manner in a safe and secure environment. The team left the class feeling confident knowing their training may save a life.
PANAMA JACK RESORTS PLAYA DEL CARMEN
Customer Service for Hospitality: Lab A & B.
The team acted out real life scenarios that can help improve the guest experience by attending to their every need. Additionally, EYS1, a robust course conducted for all employees with a start date before January 2017 also took place.
of a Healthy Lifestyle
THERE HAS BEEN A TREND TOWARDS ALL THINGS HEALTH AND WELLNESS LATELY WITH THE FOCUS ON HEALTHY HABITS LIKE CLEAN EATING AND EXERCISE. AND FOR GOOD REASON. DATA SHOWS THESE HEALTHFUL HABITS SUPPORT LONGEVITY AND IMPROVE YOUR OVERALL WELLBEING. IF YOU’RE WILLING TO MAKE SACRIFICES (OR WHAT APPEAR TO BE DURING THE INITIAL STAGES) TO IMPROVE YOUR HEALTH, THE BENEFITS CAN BE GREAT, REGARDLESS OF AGE, GENDER OR PHYSICAL FITNESS.
1. WEIGHT CONTROL
Eating a balanced, calorie-managed diet and exercising regularly can help you maintain a healthy weight. Even if you’re not trying shed pounds, regular exercise can improve cardiovascular health, boost your immune system, and increase your energy levels. The Mayo Clinic recommends 150 minutes of moderate physical activity per week.
Tip: Start the day with a healthy breakfast, so you avoid becoming overly hungry later and mindlessly snacking.
2.
INCREASED HAPPINESS
Doing right by your body does right by your mind as well. The Mayo Clinic notes that physical activity stimulates the production of endorphins. Endorphins are brain chemicals that leave you feeling happier and more relaxed. Short-term benefits of exercise also include decreased stress and improved cognitive function.
Tip: Try walking instead of driving, take the stairs instead of the elevator or stand up and pace the floor while talking on the phone.
3. DISEASE PREVENTION
Regular physical activity and a balanced diet can also prevent and help manage a range of health issues including: heart disease, stroke and high blood pressure.
Tip: Schedule a physical exam to ensure you are taking the proactive measures for disease prevention. Your doctor will likely check your weight, heartbeat, and blood pressure, and also collect a urine and blood sample.
4.
INCREASED ENERGY
Exercising regularly helps boost energy by promoting better sleep. Insufficient sleep can cause you to feel tired and irritable. Similarly, junk food and overeating can make you feel lethargic. Be mindful of how and what you eat and opt for a nutrient-rich diet that includes a combination of lean meat, low-fat dairy products, fruit and vegetables.
Tip: To improve sleep quality beyond exercise, stick to a schedule where you wake up and go to bed at the same time every night.
5.
LONGEVITY
Yes, longevity is partially determined by genetics but a large part remains in your control. A healthy lifestyle significantly ups your chances of a longer life.
Tip: Be patient. You won’t change your mindset and behavior overnight, take it one day at a time.
EMPLOYEE SPOTLIGHT
Winston Jones Pool & Beach Butler
Hyatt Zilara and Hyatt Ziva Rose Hall
“I’ve been in the service industry for four years. I’ve been a room attendant, a mini-bar attendant, a part-time butler for a short period and when the position was created for a pool and beach butler, that’s where I made my fame. My job is not only a work environment but an environment of happiness where we can exceed expectations of our guests. If I were to get this award, it would definitely first and foremost do what the intention of my dream is, and that is to give back. Giving back to my fellow staff who have the seamless possibilities of being where I am today. I was groomed, I was motivated. The service, the love, the passion, I am most grateful.”
T“My job is not only a work environment but an environment of happiness where we can exceed expectations of our guests.”
— Winston Jones Beach & Pool Butler
Hyatt Zilara and Ziva Rose Hall
he annual Tourism Service Excellence Awards hosted by the Ministry of Tourism for Jamaica showcases the best in class within the hospitality industry both at the individual and organizational level. Sponsored by the Jamaica Tourism Board, the awards take place in March following an extensive submission process and nomination period spanning the greater part of Q4 of the year prior. This year, Hyatt Zilara and Hyatt Ziva Rose Hall were nominated as an organization and Pool and Beach Butler, Winston Jones was nominated in the individual category.
Hyatt Zilara and Hyatt Ziva Rose Hall beat out the competition and took home gold for Nationwide at the ceremony, which took place on March 17. While Winston did not win this year’s award, his passion and drive continues to motivate us daily.
“At Hyatt Ziva and Hyatt Zilara, our people set us apart. We have put a lot of energy, passion and drive in what we do not only with our external customers but what we do for the community as well,” said Betty Ann Brown, Director of Human Resources. “Our Granville 404 project will be celebrated as part of this, our employees and their efforts and initiatives will be celebrated as well”.
TRIPADVISOR CURRENT STANDINGS
In the beginning of March, TripAdvisor made a global change to their algorithm that impacted the entire site along with all hotels and resorts that are featured within it. The change implemented different types of accommodations including smaller hotels, B&Bs, inns and specialty lodging that were not previously included within the listings. That is why some of the rankings you are used to seeing may be different as the number of inclusions have changed.
Current TripAdvisor Rankings
96% OF TRIPADVISOR USERS CONSIDER READING REVIEWS IMPORTANT WHEN PLANNING TRIPS AND BOOKING HOTELS.
85% OF TRIPADVISOR USERS AGREE THAT A THOUGHTFUL RESPONSE TO A BAD REVIEW WILL IMPROVE THEIR IMPRESSION OF THE HOTEL.
TripAdvisor
It’s Not Easy Being It’s Not Easy Being Green Green
The Royal Playa del Carmen is now Green Globe Certified
DID YOU KNOW?
Hyatt Zilara & Hyatt Ziva Rose Hall are now Green Globe Certified
Melipona Maya Bee Sanctuary with Panama Jack Resorts Cancun
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 at Hyatt Ziva Cancun
Earth Hour at Hyatt Ziva Puerto Vallarta
For a hotel to become Green Globe Certified, these is a set of standards that must be followed and an audit that must be passed. The audit is done by a third party to further ensure that the property is complying with the organization’s standards for Travel & Tourism. Except for Hyatt Ziva Cancun, Hyatt Zilara Rose Hall, Hyatt Ziva Rose Hall and The Royal Playa del Carmen, which previously received their certifications, all resorts are working diligently to ensure that audits are successful and that we stay on track with becoming fully certified by Green Globe by the end of 2018.
Great job to all teams involved!
GUEST EXPERIENCES
MR. & MRS. WILKE STAYED AT PANAMA JACK RESORTS CANCUN (FORMERLY GRAN CARIBE RESORT) EVERY YEAR FOR THE LAST THREE YEARS. MARRIED IN 1958, THE CANADIAN COUPLE RECENTLY CELEBRATED THEIR 60TH WEDDING ANNIVERSARY. MR. WILKE EXPRESSED INTEREST IN SURPRISING HIS WIFE DURING THEIR LATEST TRIP. AFTER DETAILED COORDINATION WITH THE TEAM AT PANAMA JACK RESORTS, THEIR “DIAMOND JUBILEE” TURNED OUT TO BE JUST THAT.
“Their story is inspiring and they are two of the nicest guests you’ll ever encounter,” said Matias Klein, General Manager of Panama Jack Resorts Cancun. “So, we wanted to do something nice, something memorable that would turn their standard yearly trip into something spectacular. As a result, our entire team joined together to not only decorate their room but also host a vow renewal followed by a romantic dinner.” Klein continued, “I don’t know who was more excited, the husband or wife. It’s certainly a day they will cherish for years to come.”
As Matias explained, it’s the small details during a guest stay that make all the difference. Join us in congratulating the happy couple. And to learn more, watch the full video at http://bit.ly/DIAMONDcelebration.
The term Diamond Anniversary originated in the United Kingdom and began after Queen Victoria marked 60 years on the throne, otherwise known as a Diamond Jubilee.
1958 THIS YEAR IN HISTORY
The first modern hula loop is sold
A gallon of gas cost 25 cents NASA is established and the first US satellite is launched into space New York Yankees were the World Series Champions
CELEBRITIES BORN Madonna Michael Jackson Prince Michelle Pfeiffer Kevin Bacon
Real WEDDINGS
GRETA + BEN
Every day on Playa properties, there is a couple that decides to make us a part of their special day by allowing us the honor of hosting their wedding. On these magical days we become more than just a venue, we become part of the family.
Last April, Ben and Greta Pittenger chose The Royal Playa del Carmen as the backdrop for their dream wedding. If Greta’s father had his way, the destination wedding would have been a small affair with less than 20 people. However, on the big day, 90 people were in attendance and love was in the air! Not only the love that Greta and Ben shared for one another, but also the love that everyone else shared for the couple.
Ben and Greta’s romantic wedding video has already resulted in four additional wedding bookings at The Royal. “I attribute these bookings to the beautiful essence that you can perceive in the video. It is truly telling the story of Greta and Ben’s love, giving the experience of the whole wedding day from ceremony to reception,” said Anat Rosengaus Strygler, The Royal Wedding Manager.
From their Oceanfront Gazebo ceremony to their Central Garden reception, the entire event was truly royal. See for yourself and checkout this video of Greta and Ben’s wedding at The Royal Playa del Carmen: http://bit.ly/GRETABEN
WED·DING
WHAT’S HOT
Noun I \’we-din \ WEDDING
CAKES
a moment in a guest lives in which we have the opportunity to help create lasting memories
Chef Wouter Tjeertes for his help with spearheading this Special thanks to
OUR PASTRY TEAM IS HARD AT WORK STANDARDIZING OUR WEDDING CAKE OFFERINGS TO RAISE THE BAR FOR OUR GUESTS WITH OUR NEW PLAYA CAKE GUIDE.
Photo by: Alfredo Garcia, The Royal Playa del Carmen
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
SUBMIT YOUR PHOTOS FOR A CHANCE TO BE FEATURED IN AN UPCOMING ISSUE OF PLAYA PULSE. IF YOUR PHOTO IS CHOSEN, WIN A PRIZE! Email PlayaPulse@playaresorts.com
