Revista Kontacto No. 12 (english)

EL DORADO SPA RESORTS & HOTELS BY KARISMA AZUL HOTELS BY KARISMA GENERATIONS RESORTS BY KARISMA

2, Riviera M

, Vol. 1 tion. Year 3 a c li b u P y Quarterl

aya

Foundation

Editorial Letter Quarterly Publication, year 3 Vol. 12, Riviera Maya revistakontacto@karismamexico.com

Index 3 5 8 11 12 14 16 18 20 24 26 28 32 33 34 35 36 38 42 44

Training (K-pacit-arte) Generations Maroma Grand Opening Collaborators meetings We are Mexico XIII Aniversary El Dorado Royale El Dorado Seaside Suites Premium building Azul Sensatori Jamaica GI Trainers Pampering Ourselves (Konsintiéndonos) GI Foundation Passion for Sustainability Exotic Travelers and Prestige Travelers Sales Department Mexico Office Six Sigma Temazcal Náay SPA Marina Maroma Dolphin Center A day in the life of...

Heads of Collaborators Kitchen in Action Karismatic Beverages The Best of the Best

General Director: Sasa Milojevic

Art Direction:

Editor:

Editorial Design:

Herman Rizo

Gonzalo Estevez, Antonio Osuna

Editorial Board:

Printing:

Nayeri Ramos (Azul Beach) Sarina Pech (Azul Fives) Flor López (Azul Sensatori) Ruby Méndez (El Dorado Maroma) Alberto Roldán (El Dorado Royale -El Dorado Casitas) Hipólito Presa (El Dorado Seaside Suites) Estela Paz (Exotic Travelers / Prestige Travelers) Karen Cerezo (Karisma)

Collaborators:

Claudia Platas (Azul Fives) Imelda Díaz (Azul Sensatori) Luciana Meneses (El Dorado Maroma) Hector Gassos (El Dorado Royale -El Dorado Casitas) Hugo Estrada (El Dorado Seaside Suites) Dania Phang (Azul Sensatori Jamaica) Víctor Castro (Exotic Travelers / Prestige Travelers) Samantha Frachey Carlos Ortiz Alejandro López Arturo López Nieto David Ortegón

Rosalinda Graf

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

Dear collaborators,

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oday, the GI FOUNDATION is a reality, as a result of the effort to continue driving the company towards new horizons, and, of course, to improve quality and level of expertise in our collaborators, apart from engaging new students and giving them the opportunity to be enter our ranks.

Along the same lines, we want to continue strenghthening the practices resulting from the Sustainability Program, which we have developed to support our collaborators, their families, and the community.

I’m sure this project – which is barely starting, where we are just giving our first steps, and uthe Conmmenderging a trial and error process, strenghtening our foundations - will give all of us endless satisfaction.

We provided each General Manager with the Commemorative plaques, so they may be displayed in the lobby of every hotel and inform all of our of this noble cause.

I invite you to participate in the efforts of our GI FOUNDATION, of which we are all part, drivers, and support.

Best regards,

Kontacto Magazine

Free circulation Quarterly Publication, property of El Dorado Spa Resorts & Hotels y Azul Hotels by Karisma.

Address:

Carretera Federal-Tulum Km. 55.3, Centro Playa del Carmen, Quintana Roo, México C.P. 77710.

Teléfono: +52 (984) 206 3470

Circulation:

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

Sr. Sasa Milojevic Vice President of Operations Karisma Resorts de Mexico

Training (K-Pacit-arte)

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ducation promotes our personal and professional development by providing the foundations for autonomous behavior and fostering the opportunities for us to put it into practice. We need to establish our own values in order to foster our development, but we also require new information and new skills to enhance the options in our lives. By means of continuous education and training, a thought structuring and creative imagination process is launched, along with personal means of expression, and oral and visual communications, enhancing our sensory-motor and aesthetic development, as well as our inclination towards sports and artistic expression. We invite you to participate in the education, training, and development programs of our company‌ We invite you to grow with us.

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Training (K-Pacit-arte)

Training (K-Pacit-arte)

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Generations Maroma

GENERATIONS MAROMA

by Karisma GRAND OPENING J u n E 1 S T, 2 0 1 3

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enerations Maroma, by Karisma is a beachfront boutique resort located in the Riviera Maya, in Mexico, where couples, wedding groups and families will become familiar with the Gourmet Inclusive® experience, offering Premium babysitting and butler service, fostering family interaction. Guests will enjoy everything from our Gourmet dishes to the swim up suites with full butler service. Families will be able to relax knowing that their children are in the hands of our team of certified babysitters. Our guests will be invited to personalize their GI experience by filling out an online format prior to their arrival with their preferences.

The 30 suites boutique resort is located in the renown Maroma Beach, considered one of the beast beaches in the world by independent critics, including Travel Discovery Channel.

All suites are designed with modern décor, and offer beautiful views of the Mexican Caribean, either to the exuberant tropical gardens or the white sand beach and cristal waters of Maroma Beach. Their lavish amenities include 24 hour room service, spacious balcony or terrace, Jacuzzi for two, 42” LCD TV with DVD player with satellite signal, and a radio alarm clock with a iPod coupling sation.

Additional amenities include A/C, double sink bathrooms, a hair dryer, a king-size bed or two double beds, a safe, a minibar, an iron and ironing board, a coffee machine, a direct phone line, a vanity mirror and large closets. All suites are reached by stairs and an elevator.

Guests travelling with children can enjoy the Gourmet Inclusive® amenities for babies, such as a stroller, crib, a diaper changing station, baby monitor, bottle warmers, and many other amenities.

Generations Maroma

Generations Maroma by Karisma will offer different room categories: • Luxury Jacuzzi Jr. Suite • Luxury Swim Up Jacuzzi Jr. Suite • Family Jacuzzi Jr. Suite • Family Swim Up Jacuzzi Jr. Suite • One, Two, Three & Five Bedroom Suites/Villa: • One Bedroom Family Suite • One Bedroom Swim Up Family Suite • Two Bedroom Family Suite • Two Bedroom Swim Up Family Suite • Three Bedroom Family Suite • Three Bedroom Swim Up Family Suite • One Bedroom Beachfront Suite • Family Beachfront Jacuzzi Suite • Family Ocean View Suite With Plunge Pool • Family One Bedroom Ocean View Suite with Plunge Pool • Two Bedroom Beachfront Suite • Two Bedroom Suite With Plunge Pool • Five Bedroom Oceanfront Villa The hotel also offers six Gourmet Inclusive® restaurants, four Gourmet Inclusive® bars, 24 hour room service and an innovative “In-room dining experience” style. Generations Eko Kids Club, Baby Beach Lounge, Private room for events, GI Butler service, Pool and Beach Butler Service, Amenities for kids and babies and other optional services for our guests.

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Collaborators Meetings

Collaborators Meetings

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Collaborators Meetings

We are Mexico

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e are Mexico, in our hearts, in loving it, in knowning it, in being proud for being Mexico. Each of us experiences it in his own way; depending on how we are, on what we do, on our mood, our common sense, and our attitude. We don´t need to change Mexico in order to make it better; it is beautiful in itself. It is us who need to change the way we think, and light the spark that will spread out the need to awaken every morning in a better place, of doing things right the first time, of feeling satisfied because we are building a country filled with diversity, union, and hope, of shaping our future with our own strength, and always feel proud to say. We are Mexico.

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El Dorado Royale XIII Anniversary

EL Dorado XIII Anniv

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l Dorado Royale celebrastes its 13th anniversary.

We’ve had years brimming with unique moments, filled with success, joy, unforgettable experiences, and learning. “Thirteen years” – it’s easy to say.

However, moving forward in such a competitive environment, with our own, unique, unequaled style, exceeding our guests’ expectations: only the great companies can do it… and that is El Dorado Royale - a hotel working with PASSION, and has positioned itself as one of the best in the industry.

On May 30th, 2000, El Dorado Royale opened its doors for the first time, offering only 55 rooms, 2 restaurants and 4 bars, always focusing on the adults market, standing apart due to its luxurious, personalized service.

On the year 2000, the hotel came to be operated by Karisma Hotels & Resorts; and from 2005 to 2007, it grew to 639 roms, 8 restaurants, 4 gourmet corners, 17 bars, and 7 presidential suites.

El Dorado Royale XIII Anniversary

orado Royale nniversary The most important element thorughout this journey is that the hotel has always had the support of excellent collaborators, who have proven their loyalty and commitment to the brand.

El Dorado Royale is in constant renewal and innovation. It is currently undergoing the construction of more rooms within the property, which will give rise to a new concept dedicated to the family segment, with high quality standards, personalized service, and high quality amenities.

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Premium Suites EDS Opening

premium suites

OPENING

EL DORADO SEASIDE SUITES BY KARISMA

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n April 6, 2013, we celebrated the opening ceremony of the Premium building. Yet another success milestone in the expansion project of Karisma’s Corporation, apart from its positive social impact in the creation of more jobs for the community. Our staff was in charge of welcoming our guests with an ¡Hola! and a warm smile.

Then we listened to Mr. and Mrs. Martinez and Mr. Sasa Milojevic’ words of appreciation, right before the ribboncutting ceremony. At the end, a religious service was officiated by the Puerto Aventuras parish priest. This project was under the supervision of the owners and Mrs. Paula Negrete. Our endless gratitude to everyone who made this achievement possible.

Premium Suites EDS Opening

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Azul Sensatori Jamaica

By Dania Phang he team members of Seashore Bay Beach Resort are proud to be a part of the Karisma Resorts & Hotels family. Although the hotel closed on May 12th, 2013, the team was one hundred percent committed with the project.

Throughout the few months it was in operations, on March 13 we were able to host our first Best of the Best employees acknowledgment program, where our top performers were awarded their acknowledgment certificates and other prizes.

That same day we celebrated the birthdays of our team members born in January and February. The “We are Jamaica” campaign was also very successful, focusing on the parishes of Hanover & Westmoreland, where our beautiful resort is located.

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March 13, 2013 turned out to be a beautiful sunny Wednesday for Seashore Bay to honor the Best of the Best (BB) employees and departments for the months of January and February 2013.

For the month of January, the winners were Obrien Cameron, who works as a Bellboy, was acknowledged as “Best of the Best” in the operations area; Kenrick Wright, leader of the Stewards Team won the Best of the Best in Support Services, while the Reception department was acknowledged as “Best Operations Department.” On the other hand, the Kitchen Department won as the “Best Support Department” in January. For the month of February, Omelia Smith, who works as a waitress, was acknowledged “Best of the Best” in the operations area, Eric Malcom won the Best of the Best in support areas, while the SPA Department was awarded “The Best Operations Department” , and the Housekeeping Department won “Best Support Department.” It was a time to appreciate and enjoy the effort put forth by the winners.

The Kitchen department delighted us with delicious local dishes that gladdened our hearts.

Jama The Entertainment department surprised us with a few Michael Jackson-style dance moves performed by our very own Oryan Watson, and we enjoyed the melodious singing of Vanessa Watson, also from Entertainment. The members of the Seashore Bay team who celebrated their birthday in January and February received Red Bull energizing beverages, Seashore Bay mugs, and Seashore Bay Business Card holders. We are definitely looking forward to hosting the next Best of the Best acknowledgements event when the resort becomes Azul Sensatori!

In Jamaica we celebrate a rich culture of food, music, dancing, and colorful speech. Therefore, when we organized the “We are Jamaica” campaign, we infused our daily lunch time routine with all of these elements so it would be exciting and enjoyable for the Seashore Bay Team. The menu consisted of Jamaica-style fried fish, Curried Chicken with Coconut Milk infused Rice n’ Peas. To top it off, dessert was a Traditional Potatoes and Cornmeal Pudding with a natural blend Sour Sop Juice. Once more, we held an awareness talk with the members of the team about the history of the Hanover & Westmoreland parishes, highlighting the fact that the main source of income and currency is Tourism industry. Being a local community dedicated to fishing and the accommodations industry, the people of the region like sugar cane and seafood.

Azul Sensatori Jamaica

aica Over the past seven months, the team has been devoted and loyal to the Karisma brand, and has expressed how passionate they feel about the company. With the closing drawing near, many felt sad, but also excited for the wonderful changes they will soon experience, and said they are looking forward to being a part of this new and magnificent product. They were truly happy at the grand Staff Appreciation Party scheduled for Saturday, May 11, 2013, and excited about the fact that the company would organize this farewell party. It was a wonderful event, so look out for the photos we’ll be publishing soon!

On behalf of the employees of Seashore Bay Beach Resort, I would like to take advantage of this opportunity to express our gratitude for the opportunities afforded by the Karisma Group to the people of Jamaica, especially in the Western Region. Thank you for all the thought and care shown and also for the training and development opportunity given to a the members of our team, invited to a fam trip to Mexico, in order to visit the other resorts of Karisma Hotels & Resorts at the end of July and beginnings of August, Finally, I want to thank you for believing in us and for the opportunity of displaying our knowledge and skills. We look forward to providing excellent service to our valued guests when the new and fabulous Azul Sensatori opens in October 2013.

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Getting to Know what’s New in GI…

By Carlos Ortiz

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n the month of May, El Dorado Royale, a Spa Resort by Karisma, hosted the GI Training Program. For two weeks, sixty five collaborators from the Food and Beverages division from all properties showed their personal and professional Enthusiasm and Passion for growth.

The GI Training Program was the result of team work led by the Human Resources and Food and Beverages Departments, making a thorough selection of outstanding collaborators for each position at every property. Being invited to participate in this program, represented the company’s recognition for their career within the organization and their talent.

Throughout the GI Training Program, participants received in depth training on Food and Beverages service standards, as well as on techniques to transmit their knowledge to their co-workers, thus contributing to their professional development.

This is achieved through an operating practices program specific to each position serving

our guests.GI Trainers have a strategic Vision, denominated 10x10x10, meaning 10 GI Trainers offering an in depth training on service standards to 10 collaborators for 10 weeks.

The first generation of GI Trainers will complete the training programs for their co-workers in July. And, on that same month, the second generation of GI Trainers will be selected.

The GI Training Program benefits from the Experience and Passion our collaborators show in efficiently training the whole staff from the Food and Beverages division serving our guests, apart from developing new training methods involving the efforts and knowledge of everyone in the company with a single objective: exceeding our guests’ expectations.

Congratulations to all Collaborators who have become GI Trainers by means of their Passion.

Are you interested in being a part of the next generation of GI Trainers? Enroll at the Training Department in your hotel.

GI Trainers have a Strategic Vision, denominated:

Getting to Know what’s New in GI‌

10x10x10

10 GI Trainers offering in depth training to 10 collaborators for 10 weeks.

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Pampering Ourselves (Konsintiéndonos)

ONSINTIÉNDONOS (Pampering Ourselves) ACTIVITIES FOR THE STAFF

Pampering Ourselves (Konsintiéndonos)

OFFERING TO THE ALUXES GROCERIES DELIVERED TO THE NOH HOCH SENIORS CENTER

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Pampering Ourselves (KonsintiĂŠndonos)

RESTROOM IMPROVEMENT

HEALTH CAMPAIGNS

BAZAR

TRANSPORTATION

Do you know the many benefits you derive from working here?

Pampering Ourselves (Konsintiéndonos)

SOCCER TOURNAMENT

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happy and committed team is a team with high a level of performance, which, ultimately, is the only thing a company needs to be successful and stand out in a highly competitive market. In the midst of these great efforts, sometimes it is necessary to break away from the routine “recharge one’s batteries”, pamper ourselves, let other people pamper us, as well. The Benefits Program for Collaborators in our company also includes holidays and celebrations in special occasions.

Enjoy the benefits of working in our company, a world class organization.

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GI Foundation

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“TO ENGAGE, DEVELOP AND PRESERVE

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hrough the creation of the GI Foundation, a nonfor-profit organization, we intend to strengthen and improve the quality of life of the collaborators working at the various companies in the group, and the quality of life of their families in the areas of health, integration, social support, and a sustainability culture.

Our objective is to be a non for profit organization created to fulfill a double purpose: the GI School Hotel and GI… Building our future.

GI SCHOOL HOTEL • • • •

To develop professional development plans for our national and international collaborators and students.

To create a “Talent Incubator” To Foster sustainable social transformation programs for our collaborators and the community.

To assist in improving the quality of life of our collaborators, their families and the community.

GI Foundation

THE BEST TALENT FOR THE ORGANIZATION”.

FOUNDATION

GI … BUILDING OUR FUTURE •

• • • •

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To create the necessary Skills and Competences Development Centers in order to support our collaborators’ family members and integrate them to the local work force, as well as to cover some of the current and future needs of the hotels.

To provide guidance so that people may develop business projects with the support of institutions, managed through the Foundation. For instance, handcrafts-related activities, home-made products, etc.

To enhance the “Recycling WITH sense” program: In order to serve the needs of our collaborators in the construction of their own homes, solving their children’s health needs, etc.

To participate in social assistance projects serving homeless children and people with different capacities.

To support in developing awareness of social problems that might affect the families of our collaborators and the community, such as domestic violence, abuse, child malnourishment, drug abuse, and alcoholism, among others.

Gender Equality : To succeed in certifying all our hotels in the GEM (Gender Equality Model), as part of the Sustainability and Social Responsibility Programs with the community.

V O L U N T E E R WOMEN´S COMMITEE Samantha Frachey Magda Milojevic Marisol Portocarrero Jessie Núñez Calen Ordaz Sahira Krstajic Marizet Alvear Kirsys Jorge Carmen Rendón Sarina Pech Estela Paz

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Passion for Sustainability

By David Ortegﾃｳn

EL DORADO ROYALE

GREENHOUSE

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t El Dorado Royale Greenhouse, we have been working in the continuous improvement of our production practices since September 2011, in order to provide the kitchens of our hotels with a healthy, high quality product, grown while paying attention to the environment. Day after day, we work in the production of three varieties of tomatoes, chili, cucumbers, basil, and mint.

On this occasion, we want to share one of our most recent achievements with the Karisma family: the certification of our Greenhouse under the Rainforest Alliance seal, which we received on April 1st, 2013, and which represents an acknowledgement of all the effort made throughout nearly eighteen months working as a team aiming at improving our production, caring for our soil and water, paying attention to waste management, training, and fair treatment for all our collaborators.

Rainforest Alliance is a renowned certification seal in the field of Sustainable Agriculture working in more than 27 countries since 1992 in the promotion of sustainability for agricultural activities involving 101 different crops. Thanks to the effort of all collaborators at the Greenhouse, as well as the support of Karisma and the owners of the Dorado hotels, currently we are the only Rainforest Alliance 窶田ertified Greenhouse in Mexico. Let us all share this great news with our guests and co-workers; let us all invite them to visit our greenhouse.

Passion for Sustainability

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n the month of April we had an opportunity to visit the facilities of the Mayan Women’s Society Ulu’Umil Beh (Land of the Path), who for seven years have produced the Pitahaya fruit and Papaya Jams served at the El Dorado Spa Hotels & Resorts and Azul Hotels By Karisma.

We began our tour in the kitchen, where 8 women who work at this micro-company welcomed us and allowed us to accompany them throughout the whole process of transforming fruit into jam, following strict hygiene rules as required to maintain the high quality of this product.

Ste by step, we attended at the transformation of Pitahaya fruit pulp into jam, a traditional process involving knowledgeable craftsmanship and attentiveness.

At the end of the jam production process, Mrs. María Caamal, representative of the Ulu’ Umil Beh group, shared with us her experience in the creation of the company more than 7 years ago, as well as the great challenges that they have faced, both regarding the learning process involved in the production of the jam, but also in their community and in the process of sale of their products. Before starting our way back, we made a tour of the Pitahaya fruit farming fields, where we were told about the qualities of this plant, which, as in the case of the papaya, grows very well in the rocky land of the state of Quintana Roo, and is well adapted to the warm climate of these lands, without the need for

irrigation of chemical fertilizers. Thanks to the continuous support of Travel Foundation in the last few years, as well as to the interest of those guests who have invested in their products, this project is a success story, which currently allows these eight women to provide a steady source of income for themselves and their families, carrying out an independent activity, which, in turn, enables to remain in their community and preserve their way of life.

At the end of our visit, we said goodbye to this group of enterprising women, renewing our commitment to purchase and promote their products, which have become an essential ingredient of breakfast at our El Dorado Spa Resorts & Hotels by Karisma and Azul Hotels by Karisma.

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Exotic Travelers / Prestige Travelers

Exotic Travelers / Prestige Travelers

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Exotic Travelers / Prestige Travelers

Exotic Travelers / Prestige Travelers

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Sales Team Mexico City

“Where magic and passion for sales happen“

Mexico

SALES Office

By Arturo Nieto he Mexico Sales Office opened its doors in June 2008. In 2010, they underwent a major restructuring, where the Mexico City Sales Team was consolidated, with the responsibility of generating revenue for all Karisma Hotels in the domestic market.

The offices enjoy a great location in the heart of Mexico City, on the emblematic Paseo de la Reforma Avenue.

This office is currently made up of nine collaborators, who day after day generate revenue for the company and offer Gourmet Inclusive ® experiences so that guests will choose us for their trips.

The Sales Team includes, ladies first, Mariel Hernández, E-Commerce and OTAs Manager, based at Karisma’s Cancun Corporate Offices, but belongs to the Mexico Sales Team. Miriam Durán is our Office Manager and Executive Assistant to the Sales Direction, based at the Mexico City Sales Office. Priscila Garza is a Sales Executive for the North Region of the country, and is based in the city of Monterrey. Astrid Flores is a Sales and Reservations Assistant, based at the Mexico City Sales Office. And, the last of the ladies, Patricia Villagómez, who recently joined the company and acts as Groups Sales Executive, based at the Mexico City Sales Office.

In the gentlemen’s side, we have Sergio López, a Groups Sales Executive in charge for the whole Groups,

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Conventions and Meetings Tourism Sector. Samuel de la Luz, who is a Sales Executive in charge of the Tour & Travel area, as well as of all strategic negotiations with Wholesale and Retail Agencies; both are based at the Mexico City Office. Luis Guereca is a Sales Executive for the North Region of the Country and is based out of the city of Monterrey.

And finally, Arturo López-Nieto, Sales Director, who is in charge of all actions and strategies implemented for the hotels in Mexico, apart from the responsibility of leading his sales team, which works full out in order to position the hotels in the domestic market and make Karisma a leading luxury resorts leading company in Mexico.

The Mexico Sales team reports directly to the Operations Vice President, Mr. Sasa Milojevic, who motivates them to give the best of themselves and keep on driving our properties in Mexico.

The Karisma Values: Positive attitude, honesty, loyalty, passion, respect, responsibility, and team work are essential tools for the Mexico Sales Team, which has made an outstanding job on the path to positioning the hotels in the domestic market.

Thanks to Miriam, Mariel, Priscila, Astrid, Paty, Sergio, Samuel, Luis, and everyone who supports us at the hotels, we are the best sales team.

Six Sigma

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SIX SIGMA METHODOLOGY, FOCUSED ON PROCESS IMPROVEMENT

DMAIC

This is a Six Sigma methodology aimed to process improvement.

By Alejandro López THE SIX SIGMA BLACK BELT PROJECT MANAGER The objective of this position is taking full responsibility for the creation, implementation, follow up, control and standardization of all corporate projects that can be applied to one, several or all Karisma hotels, always through the Six Sigma methodology, managing the resources allocated by the organization. “Black Belts” operate in applying the Six Sigma methodology to specific projects. They dedicate 100% of their time to Six Sigma. They focus mainly on the application of the Six Sigma methodology in the identification and execution of projects.

It is a precise methodology that uses data and analyses to measure and improve the operational performance of a company, identifying and eliminating flaws along the different processes. The objective is to increase the company´s profits eliminating variability, flaws and waste. It provides businesses with the tools to improve their process capabilities, increasing performance, and reducing variations in order to reduce the number of flaws.

“Sigma” is the symbol indicating how good or bad a process is. The higher the Sigma value is, the better the process is.

A 6 Sigma process is equivalent to having 3.4 flaws for every million opportunities. What makes this methodology so strict is that results must be statistically significant; it is not enough to see that things are improving, it needs to be demonstrated in numbers.

Define Determine with precision, the problem to be solved , the client’s opinion, and the specific objective of the project.

Measure the key aspects of the current process and gather all relevant data.

Analyze With the gathered data at hand, research and verify causes and effects. Determine which relationships exist and try to guarantee that all factors have been considered. Find the cause or origin of the flaw being investigated.

Improve Optimize the current process based on the data analysis, using techniques such as experiments design, “yugo poka” or error proofing, and the standard work in order to create a new process or a future stage of the process.

Establish new pilot tests in order to determine and establish the capabilities of the process.

Control (of the future process) Stage where we make sure that any deviation from the objective is corrected before flaws can be take place. Implement control systems, such as the statistical process control, production charts, visual working stations, and ongoing process monitoring.

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Temazcal in Naáy SPA

Word that comes from “Temazcalli” in Nahuatl, meaning “House of steam”. It consists on heating volcanic stones with medicinal and aromatic herbs.

The steam produced makes the skin sweat, relaxing the body and cleaning the airways.

Temazcal gives the opportunity to reinvent yourself in a conscious way, to “give birth” to a new cosmos, the inner microcosm of each person.

Mother Earth’s womb open through chanting, sweat, invocation, the steam of the herbs and intent, the power of the elements, earth, water, fire, air, and the void come together so that they may purify the body, the mind and the spirit in one of the most ancient rituals of the world “The house of steam”: TEMAZCAL

Dolphinarium at Marina Maroma

Dolphinarium AT Marina Maroma

SIX New guests

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orelos, John, Pakal, Merlín, Colón and Hidalgo are the dolphins that moved to Dolphin Playa del Carmen, their new wonderful home located at Playa Maroma, Riviera Maya, right next to El Dorado Maroma, A Beachfront Resort By Karisma.

These seven male dolphins, who were born at dolphin centers in Isla Mujeres, Cozumel and Puerto Aventuras, got ready to interact with our guest from June 17. This project will generate 40 new direct jobs and 25 indirect jobs.

The cautious transfer from their previous home to this new paradise location was in charge of expert vets and trainers, who were able to ensure the right environment for their development and proper adaptation.

Dolphin Playa del Carmen, the 13th center for Dolphin Discovery, is considered the largest beach facilities in America. it covers more than half an acre of land, a 2,000 m² water surface, and is equipped with a state of the art water ozone generating device.

It offers visitors a snack bar with a great variety of food, plus a showers and lockers area.

The recent arrival of these incredible creatures is an important milestone for Dolphin Discovery, as this is their fourth Miracle® location, which exclusively houses dolphins born under their successful breeding program under human supervision.

Figures for Playa del Carmen: Number of dolphins: 6 Maximum number of dolphins : 13 Facilities: Snack bar, restaurant, lockers , showers, WiFi Location: Playa Maroma next to the El Dorado Maroma, A Beachfront Resort b y Karisma Land space: More than half an acre* Water space: 2,000 m² * Acre = 4046,87260987 m²

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A day in the life of Don Mariano

Mariano

“ElTío” H

e is 64 years old and works at the Azul Fives hotel since July 10, 2012, acting as Public Areas Assistant. He was born in San Juan Chamula, Chiapas, and is known as “El Tío,” because he is very well liked by his co-workers at the hotel.

Don Mariano has worked tirelessly all of his life. One of his many jobs as as night watchman at the Playa del Carmen soccer stadium; he also worked in the construction industry, when the large hotels at Playcar were being built. One day, while he was working, a machine exploded, causing him serious harm. The explosion rendered him deaf in both ears. Nevertheless, that has not kept him from being happy and feeling motivated, but mostly, from continuing to work with great PASSION.

Don Mariano came to work at the Azul Fives hotel through a Housekeeper friend, who recommended him as an honest person. We received him at the Azul Fives Hotel with great pleasure, since this company assists the elderly and people with special capacities – as part of its sustainability philosophy – because we believe that we all have a right to receive an opportunity and that we can all be productive.

Don Mariano never fails to fulfill personal appearance standards, a feature that identifies him, since acting as a Public Areas Assistant, his personal appearance is clean and impeccable.

Another very peculiar characteristic of Don Mariano is that he greets all collaborators with an HOLA and a smile, living the company’s values at all times, especially HONESTY, a value he lives and preaches by example.

Don Mariano feels that the hotel is his home away from home, because he has always been treated politely and warmly by all of his co-workers.

For Azul Fives, it is a pleasure to have collaborators like Don Mariano, who at all times transmits joy and team work philosophy, always striving to carry out his job to the best of his abilities and WORK AS A PART OF A TEAM.

A day in the life of Catalizzio

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Catalizzio “Don Cata”

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n this occasion, we will get to know one of our best cooks at the Dorado Maroma Hotel. Originally from San Silveno, Tulum. His name is Catalizzio Ku Dzib, and currently works as an A Cook.

One day he decided to come to Playa del Carmen, because his father is a farmer and financial difficulties led him to make this move. Here, he started to work as a steward, working at various hotels in order to support his three children: Zenaida, Sergio Abraham, and Rosario. Striving to give his family a better life, personal growth, and to pay for his children’s schooling, he decided to give the best of himself, achieving professional growth, and obtaining the position of A Cook. He visits his family once a week, since they live in Tulum. He likes to talk to his children, given them advise, and motivate them to go to school.

One day, on November 7, 2007, he applied for a job at the El Dorado Maroma Hotel, where he was given an opportunity to launch on a new experience, which he has continued for the last five years, for which he is considered as a pioneer of this hotel.

Catalizzio tells us, “When I was a boy, I didn’t have an opportunity to learn how to read. When I came to Playa, I was taught by a friend, who also helped me to study through INEA, obtaining my

Elementary Education certificate. That is why now I like to read so much, especially about the history of Mexico and the history of Quintana Roo.” On his day off, he gets up very early to go jogging in the Colosio field for about 45 minutes. Afterwards, he comes back to prepare his breakfast and then his lunch. After Lunch he likes to read and rest. He loves working at the hotel, since this is the way in which he can enjoy better finances. One of the dishes he most enjoys cooking are Benedict Eggs (poached eggs over English muffins and Canadian Bacon, covered in Dutch sauce), because, as he tells us, “he must be very attentive to cook them to perfection.”

He enjoys the work atmosphere and the way he is treated

by Supervisors, the Chef, and his co-workers. After his work days, when he realizes everything went well in the kitchen, he leaves happily because he did things the right way, and with PASSION. El Dorado Maroma is the hotel where he has worked for the longest time, and where he wishes to remain.

His message for his co-workers is, “Do your best in your work and give the bet of yourselves, because that is the only way to make our guests happy.”

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Collaborators Kitchen in Action

PASSION FOR FOOD

Collaborators Kitchen in Action

Head of Collaborators Kitchen

MARTHA GONZALEZ EL DORADO SEASIDE SUITES

works in eastern gastronomy, which he loves. Her daughter is a waiter, and the youngest one wishes to follow on her footsteps. He uses and practices his mother’s recipes even at school. She also feels very proud of Mexican food, of its many flavors, colors, aromas, and fabulous diversity. There are countless recipes in each state of the country!

Originally from the state of Veracruz, born in a community called Martínez de la Torre. He has more than 19 years experience working in the Kitchen. She has 3 children and work has been her life since a very early age, working as a store clerk, selling hamburgers to owning her own restaurant, all of her jobs have been related to food.

What led her to the Kitchen?

When she got married she realized that work and serving people was her thing. That is why she came back to work as a cook in the tourist zone, where the Spring Breakers would flock. Despite obstacles, not having a degree, and the barriers posed by the language, her desire to succeed have always made her stand out.

Having her own restaurant was a marvelous experience, since she was able to cook her own pizza a hamburger recipes. Her specialty: vegetarian pizza with “Habanero pepper” sauce….

What she likes the most about her job is to cook with PASSION for her people, for collaborators. Receiving their congratulations and recognition for their food: that it was delicious and that they are satisfied. She loves being able to be creative in the kitchen. Any dish, no matter how simple it may seem, can be prepared in a thousand different ways, all of them delicious She is proud of her children. The oldest one

HEALTHY BREAKFAST – VEGETARIAN FAJITAS INGREDIENTS (1 PAX) : • 1 head of zucchini • 1 carrots • 1 green bell pepper • 1/4 white cabbage

• 1/8 white onion • 4 mushrooms (clean) • ½ serrano pepper • 80 gr- Oaxaca cheese

PREPARATION INSTRUCTIONS: All vegetables must be washed and disinfected, then cut in Julienne strips. They are baked with Oaxaca cheese.

They can be accompanied by hand made sauce (grind stone): well roasted, smashed tomatoes, fried beans, and old fried banana slices.

SHE IS PROUD OF MEXICAN FOOD, OF ALL ITS FLAVORS, COLORS, SCENTS AND DIVERSITY. EVERY STATE HAS A GREAT VARIETY OF RECIPES!

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40

Collaborators Kitchen in Action

Head of Collaborators Kitchen

EMMA FERRO

AZUL SENSATORI

She is originally from the State of Mexico. She is a person who started out working hard in her birthplace. She started working as a Lobby waitress at the Presidente de Chapultepec hotel, also working at Harry’s Plaza Polanco as a bartender. Later on she worked at Potzollcalli, El Tizoncito, Restaurantes California and the Palacio de Hierro Restaurants. From all of these locations she obtained the experience and preparation for at she loves to do every day. When she came to the Mayan Riviera, she worked at various hotels, like Secrets Silversands, Paraíso La Bonita, Xbalamque and, currently, at our Azul Sensatori Hotel, always as a Collaborators Dining Room “Mayora”.

She shared with us that at Karisma, there is a value she appreciates above all others, and that is the value of HONESTY, because for her Honesty is a human value that fosters trust in and from other people. She shared with us that she loves her work, because it is part of her life. She was never trained as a Chef or how to perform in the world of the professional Kitchen, but life itself took care of that, and she has her mother to thank for the good seasoning skills in her hands.

TUNA FISH MEATBALLS INGREDIENTS • 1 Box of (Dehydrated) smashed potatoes • 2 cans of tuna fish • 4 eggs • 3 spoonfuls of shrimp soup • ½ spoonful of oregano • 1 sprinkle of pepper • 1 liter of oil • Water, as necessary

FOR THE SAUCE • 1 lt. smashed tomatoes • 1 spoonful of Chipotle • 1 garlic tooth • 100 gr of onion • 4 branches of parsley • Salt and seasoner as desired

PREPARATION INSTRUCTIONS 1. Pour the contents of the smashed potatoes box in a container, add the eggs, the tuna fish, and the pepper.

Integrate all ingredients. If the preparation looks dry, add a little water until a mass is formed that is ready to shape the meatballs.

2. While forming the meatballs, prepare a frying pan with enough oil and heat it over the fire.

3. Fry the meatballs well. When they are ready and slightly fried, remove them from the fire, and drain completely.

CHIPOTLE SAUCE 1. Fry the garlic on a frying pan, along with the onion, and grind the chipotle with the smashed tomatoes.

2. Add the smashed tomatoes and the ground chipotle.

3. Add chopped parsley. Your sauce is ready.

Serve the meatballs on a plate and cover them with sauce, as you like. Decorate the plate with a branch of parsley.

HONESTY IS A HUMAN VALUE THAT FOSTERS TRUST IN AND FROM OTHER PEOPLE.

Collaborators Kitchen in Action

VEGETABLES LASAGNA (4 PAX)

Head of Collaborators Kitchen

EMILIA VARGAS

EL DORADO ROYALE

She is originally from Cárdenas, Tabasco. In 2013 she will celebrate her 11th anniversary working at the El Dorado Royale hotel. She started out as a Kitchen Assistant. Thanks to her effort, dedication and PASSION, she was promoted until she came to be in Charge of the 3 Collaborators Dining Rooms (soon to be 4), where more than 1,800 dishes are served every day, counting breakfast, lunch, and dinner. She is also in charge of the production during monthly celebrations and collaborators events (Mother’s Day, Father’s Day, Children’s Day, etc. She is definitely in charge of a titanic task.

For several months, she had the initiative of offering collaborators a “GI Dish” every two weeks. Her purpose was for everyone to know and taste what our guests consume at our restaurants, for which she received intense training at the various kitchens. She now shares one of her most popular recipes… one that is also, easy to prepare.

INGREDIENTS : • 100 gr Lasagna pasta • 200 gr Sliced Mozzarella cheese • 100 gr Zucchini • 100 gr Carrots • 100 gr Broccoli • 100 gr Cauliflower • 100 gr Chayote

• 100 gr Butter • 1 Lt Lyncott Cream • 500 ml smashed tomatoes • 1 Medium sized garlic • Salt as desired • ½ onion • 3 Laurel leaves • 100 gr Celery

PREPARATION INSTRUCTIONS 1. Wash and disinfect all ingredients 2. Chop the zucchini, carrots, broccoli, cauliflower, celery, chayote into Julienne slices (5cm. x 2 mm slices) 3. Finely chop the garlic and onion and fry in butter until they acquire a golden hue.

4. Fry the tomatoes in butter, along with the garlic and onion.

5. Blend and boil for 3 min.

6. Season and obtain a sauce.

7. Dip in a ¼ x 200 insert or in a medium sized container, place a layer of lasagna pasta, a layer of Lyncott cream, and a layer of the sauce you prepared. Add a layer of chopped vegetables, a layer of mozzarella cheese, and repeat this layout several times without exceeding the containers’ rim 8. Once you have formed all layers, bake for 25 minutes at 250°C, taking care to obtain a golden hue, but making sure it is not overcooked.

SHE SERVES EVERY DAY MORE THAN 1,800 DISHES BETWEEN BREAKFAST, LUNCH AND DINNER.

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The Department of ...

MAROMA

PUNCH On this ocassion, our co-worker Carlos Mario Perez de la Rosa, bartender with the Bars department at El Dorado Maroma, shares with us the recipe for one of his beverages.

Ingredients: 3 Oz orange juice 3 Oz cranberry juice 3 Oz pineapple juice ½ Oz lemon juice Chopped fruit (red apple and plum) Ice as desired

Preparation: Pour the orange and pineapple juice in a sieve.

Sieve in a hurricane glass. Add cranberry juice.

Add chopped fruit on top. Decorate with a triangle-shaped slice of plum.

The Department of ...

GREEN

SEA

The next beverage was made by Collaborator Juan Manuel Chao, bartender with the Bars department at Azul Beach, which was exhibited at our great Gl2012 contest.

Preparation: Pour all ingredients in the Shaker with ice; shake for 10 seconds and serve half a glass.

Afterwards, blend the cantaloupe pieces with the Xtabentún and pineapple juice, and pour in the glass. Decorate with a star made with the Carambola Fruit and a cherry on a wooden pick.

Ingredients: 1 Oz. Coconut rum 1 Oz. Xtabentun liquor 1 Oz. Cantaloupe liquor 1 Oz. Vodka 1 Oz. Coconut cream 1 Oz. Pineapple juice 4 Cantaloupe pieces

Guacamaya We present the recipe that Rodrigo Ramírez Reyes, bartender at the Health Bar of Azul Fives, prepared for us, a delicious and nutritious smoothie you can prepare yourself at home.

Ingredients: ¼ Apple ¼ Banana 80 gr strawberry

6 Oz of milk 2 Oz coconut cream 100 gr of ice

Preparation: Blend all ingredients, including the ice. Pour in a glass with a straw.

Option: You may add 50 gr of split almonds.

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The Best of the Best [ JANUARY – APRIL ]

The Best

of the Best

MARCH

FEBRUARY

JANUARY

J A N U A R Y- A P R I L 2 0 1 3

Francisco Javier Franco

Luisa Hernández

Vicente Cano

Felipe Tun

Ma. De los Angeles López

Best Coordinator AZUL BEACH

Best MHA Collaborator AZUL BEACH

Best Front Collaborator AZUL FIVES

Best Back Office Collaborator AZUL FIVES

Best Collaborator AZUL SENSATORI

Telésforo Díaz

Gladys Azcanio

Eladio Guillén

David Escalante

Miguel Angel Montero

Best Collaborator AZUL BEACH

Best MHA Collaborator AZUL BEACH

Best Front Collaborator AZUL FIVES

Best Back Collaborator AZUL FIVES

Best Collaborator AZUL SENSATORI

Mateo Cauich

Marina Sánchez

Pedro Barriga

Edgar Heredia

Victor Manuel Noh

Best Collaborator AZUL BEACH

Best MHA Collaborator AZUL BEACH

Best Front Collaborator AZUL FIVES

Best Back Collaborator AZUL FIVES

Best Collaborator AZUL SENSATORI

Fidel Cueto

David Hernández

Marisol Villalba

Javier Canul

Jorge Fernando Ku

Best Collaborator AZUL BEACH

Most Often Names in GSS AZUL BEACH

Best Front Collaborator AZUL FIVES

Best Back Collaborator AZUL FIVES

Best Collaborator AZUL SENSATORI

Public Areas Supervisor

Maintenance Operator

Breakfast Waiter

Cook Helper

Cook

Cook

Housekeeper

Housekeeper

Tennis Pro

Cook

Cook

Gardener

Housekeeping Supplies Chief

Security

Public Areas Assistant

APRIL

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Head Waiter

Entertainer

Concierge

IT Assistant

Bar Tender

The Best of the Best [ JANUARY – APRIL ]

We acknowledge the following collaborators for their effort, dedication and commitment to their daily work.

CONGRATULATIONS!!

Miguel Angel Baez

Liliana Galeana

Osiel Lázaro

Best MHA Collaborator AZUL SENSATORI

Best Collaborator EL DORADO MAROMA

Best MHA Collaborator EL DORADO MAROMA

José Fco. May

Melba Chi

Osiel Lázaro

Best MHA Collaborator AZUL SENSATORI

Best Collaborator EL DORADO MAROMA

Best MHA Collaborator EL DORADO MAROMA

Mariela Salazar

Gerardo Pérez

Osiel Lázaro

Myuriel Sanchez

Best MHA Collaborator AZUL SENSATORI

Best Collaborator EL DORADO MAROMA

Best MHA Collaborator EL DORADO MAROMA

Best Collaborator EL DORADO ROYALE

Juan Gabriel Uc

Osiel Lázaro

Gualberto Cámara

Best Collaborator EL DORADO MAROMA

Best MHA Collaborator EL DORADO MAROMA

Best Collaborator EL DORADO ROYALE

Cook

Cook

Chef De Partie

Ma. Felix Jiménez F&B Admin. Assistant Best MHA collaborator AZUL SENSATORI

Concierge

Housekeeping

Public Areas Assitant

Bell boy

Cook

Cook

Cook

Cook

Isabel Moreno

Ariadna del Moral

Alba Ambriz

Best Collaborator EL DORADO ROYALE

Best Supervisor EL DORADO ROYALE

Best Collaborator EL DORADO SEASIDE SUITES

Eva Juarez

Margarito Cano

Juan Gómez

Best Coordinator EL DORADO ROYALE

Best Supervisor EL DORADO ROYALE

Best Coordinator EL DORADO SEASIDE SUITES

Alonso Alvarez

Diego Arcos

Best Supervisor EL DORADO ROYALE

Best Collaborator EL DORADO SEASIDE SUITES

Mirna Reyes

Lucrecia Ventura

Best Supervisor EL DORADO ROYALE

Best Collaborator EL DORADO SEASIDE SUITES

Housekeeping Assistant

MHA Coordinator

Gym Supervisor

Shuttle Driver

Groups Manager

Maintenance Supevisor

Maintenance Supervisor

Telephones Supervisor

Receptionist

Security

Steward

Waitress

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46

The Best of the Best [ YEAR 2012 ]

The Best

of the Best

CONGRATULATIONS!!

Rubén Sánchez

Roberto Aguilera

Saida Tamayo

Ana Ma. Calzada

Patricia Juárez

Mateo Morales

Sarina Pech

Rodolfo Santiago

Breakfast Waiter AZUL BEACH

Carpenter AZUL FIVES

Playhouse Assistant AZUL SENSATORI

COLLABORATOR

YEAR 2012 Concierge EL DORADO MAROMA

Juan Castañeda Chief Steward AZUL BEACH

Wedding Assistant EL DORADO ROYALE

Human Resources Manager AZUL FIVES

Waiter EL DORADO SEASIDE SUITES

Front Desk Manager AZUL SENSATORI

KARISMA CHIEF

YEAR 2012 José del Carmen Domínguez Chief of Laundry EL DORADO MAROMA

Alberto Roldan

Human Resources Manager EL DORADO ROYALE

Janaí Valdez

F&B Manager EL DORADO SEASIDE SUITES

The Best of the Best [ QUARTERLY ]

José Bermon

Luis Felipe Cemé

Maintenance Supervisor BEST SUPERVISOR AZUL BEACH

Housekeeping Supervisor BEST SUPERVISOR AZUL SENSATORI

Public Areas

BEST GOING GREEN DEPARTMENT AZUL SENSATORI

Bars

BEST MHA DEPARTMENT AZUL FIVES

Juan José Pérez

IT

Elmi Rincón

Public Areas Supervisor Best Supervisor EL DORADO MAROMA

Bars

Rooms Supervisor BEST SUPERVISOR EL DORADO SEASIDE SUITES

Security

BEST MHA DEPARTMENT AZUL SENSATORI

BEST GOING GREEN DEPARTMENT AZUL fives

MAINTENANCE

Pastries Department

BEST GOING GREEN DEPARTMENT EL DORADO MAROMA

1 BEST DEPARTMENT EL DORADO SEASIDE SUITES Y HIDDEN BEACH RESORTS

José Vidal

Public Areas Supervisor Best Supervisor AZUL FIVES

BEST MHA DEPARTMENT EL DORADO MAROMA

WINNERS

ST

QUARTER 2013

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