GRAND OPENING ST. LUCIA
CONTENT
General Director: Rinaldo Fernández
Art Director: Bernardo Enríquez
Editor: Estela Paz
Photographs: Araré González
Editorial Board:
Nayeri Ramos (Regional Manager Mexico), Belén Pérez (P&C Director), Masiel Gunn (Regional Manager RD), Shanique Sara fi na Paisley (P&C Coord. Jamaica), Nicole Emmanuel (P&C Coord. Saint Lucia), Fernando Rojas (Dir. of Operations & ME), Mustafá Ozisik (Senior Sales Director), Yoshaxany Díaz (Administrative Sales Asist.), Omar Dueñas (Royalton VP of Operations ), Laurent Labal (Corporative Director of Operations).
Address: Carretera Federal 307, Cancún-Tulum, Mza 03 Lt. 101-19 KM 332, Quintana Roo, México C.P 77560.
SOMOS PRIME Magazine
Internal Free Edition. Property of Prime Travelers Club (Operadora Vacacional de la Riviera).
Royalton - Executives Lounge
On this occasion, we were honored to welcome some very special guests.
These are two leaders who have been growing within the Royalton Hotels & Resorts organization, shaping a management style focused on attention to detail and the quality of service provided to guests and visitors. This approach has naturally become a key tool for achieving success in the operation of the Club.
Omar Dueñas VP of Operations - Royalton Hotels & Resorts
Dear Prime Travelers Club Team, It is a pleasure for me to participate in this edition of “Somos Prime” magazine. When I thought about what to write, and after receiving information about what it means to be part of this section, I began imagining different scenarios that I would love to share with you. However, on this occasion, I will talk about my experience during the early days of Prime. When the idea of bringing back a Vacation Club to our hotels was first mentioned, I assumed it meant resuming the management that had been present some years ago. However, when I was introduced to Rinaldo Fernández and had the opportunity to speak with him, I had a feeling that this would be something different. Listening to him and understanding what was coming made me realize that we were facing a structural and complete transformation of the concept we had of the Vacation Club.
I also envisioned a promising and successful future which, at the time, was presented to us as a project in meetings and documents. Convinced of what the opening of nine lounges in its first year of operations across three different countries would represent for the organization, I had no doubt it would be achieved once I began to meet the people who would be part of this wonderful project. Experienced professionals, sharing a highperformance culture and a commitment to achieving goals, with the right attitude of those who understand only excellence in service, while paying attention to even the smallest details to ensure guest satisfaction and loyalty. As I saw how the teams were gradually being built, learning the organization’s philosophy and understanding the profile of our clients in order to define their strategies, I felt confident that we would have a unique product for our guests, visitors, and both new and existing members. Just like my colleagues at the hotels, I extend my sincerest congratulations for the journey you’ve taken and for all that is yet to come. I am confident in the continued success you will achieve.
Laurent Labal Corp. Director of Operations - Royalton Hotels & Resorts
It is a pleasure to greet you through this platform and to thank you for the opportunity to participate in it. I would also like to take this moment to express my satisfaction in witnessing the growth of Prime Travelers Club within the organization. Every day, I observe the synergy created between your team and the Operations staff across the various properties. Working as one team, you have been strengthening the quality of service we offer to our guests and members, which has undoubtedly allowed us to meet their expectations. The tenth Sales Lounge was recently inaugurated at our wonderful location in Saint Lucia. Like the previous ones, its success was clearly the result of well-coordinated preparations, thoughtful planning, and of course, a team with the right skills and competencies.
In my many interactions with you, I observe with great pride the passion with which you work every day. Now, as Prime approaches its second anniversary, I want to reiterate that you can continue to count on the full commitment and support of the Operations team and myself to help you achieve your goals successfully at each and every location.
Welcome
STACEY-ANN BLACK MARKETING MANAGER RBW
A person with vision and market insight, as well as a keen eye for detail, backed by seven years of experience in Marketing within the luxury hospitality segment. This includes direct collaboration in the development and management of marketing strategies focused on customer loyalty programs in Jamaica. Professionally, she holds several national certifications in customer service, guest care, and team leadership.
Reports to Carolyn Yapp, Regional Marketing Director, Jamaica.
CARLA FOSTER MARKETING MANGER RSL
A professional with over 10 years of experience in B2B and D2C sales, specializing in commercial leadership and marketing strategies developed within the tourism sector. She holds a certification in Hospitality and Tourism Management from Florida Atlantic University. She has worked in various Vacation Club companies, including Travel Smart. Her incorporation will contribute to optimizing the commercial processes of Prime Travelers Club, enhancing customer loyalty across the organization.
Reports to Rinaldo Fernández –
Senior VP &
Mustafá Ozisik
– Senior Sales Director
TREVOR ELIBOX OPERATIONS MANAGER RSL
A graduate of the University of the West Indies with a background in Business Administration and Finance, complemented by certifications in Sales Techniques, Corporate Governance, and Staff Supervision. This foundation has allowed him to take on roles across various areas such as Sales, Finance, Auditing, and Operations Management, consolidating his expertise in the Vacation Club sector through his experience at Travel Smart.
Reports to Fernando Rojas – Director of Operations & ME
On Board!
TANA SEMEI MEMBERS
EXPERIENCES MANAGER RSL
With a background in Human Resources Administration and People Management, and international certifications in Customer Service and Industrial Safety, she has also been recognized within the organization with several awards for her attitude and serviceoriented vocation. These qualities have earned her this welldeserved promotion. Her experience spans 15 years in direct customer service roles within the hospitality sector, specifically in Guest Services and Butler departments at the hotel, which has given her a deep understanding of the dynamics and needs of our most frequent visitors.
Reports to Fernando Rojas – Director of Operations & ME
SHANIQUE
PAISLEY
P&C COORDINATOR JAMAICA
Shanique is a graduate of the University of the West Indies with studies in Marketing and Economics. She brings experience in human resources, banking, and hospitality. She has held roles such as HR Administrative Assistant at Omega Medical Hospital, Bank Teller at Sagicor Bank, and Front Desk Agent at Mount Princeton Hot Springs Resort in Colorado, USA. Her career combines administrative skills with customer service in dynamic environments, along with experience in recruitment, hiring, and personnel management.
Reports to Belén Pérez – P&C Director
NICOLE EMMNANUEL
P&C COORDINATOR RSL
Nicole has solid experience in people management, with strengths in personnel administration, labor law compliance, recruitment, and payroll processes. She has also contributed to training and internal communication, helping to strengthen the work environment in the organizations where she has served.
Reports to Belén Pérez – P&C Director
Promotions
JUAN YOEL TORRES
REGIONAL MARKETING DIRECTOR - MEXICO
Since the beginning of Prime’s operations, Yoel has consistently shared ideas and supported the other Marketing teams in Mexico, creating synergy with his colleagues, empowering staff, and contributing to training efforts. He has always demonstrated that with dedication, discipline, and commitment, it is possible to achieve the company’s goals. All of these qualities, among others, are the reasons why senior management considered his promotion, allowing him to continue contributing with his leadership and vision to drive the momentum that Marketing Mexico needs to strengthen its commitment to successful management.
Reports to Rinaldo Fernández – Senior VP
CAROLYN
YAPP
REGIONAL MARKETING DIRECTOR - JAMAICA
A graduate in Interior Design from the University of the West Indies, Carolyn also holds a certification in Project Management from Boston University. Having started as Marketing Manager at the Montego Bay location, she demonstrated from day one her ability to generate potential clients and her drive to boost sales, which earned her the opportunity to lead the strategy in Negril. With the success of both locations and the upcoming expansion plans, Carolyn is undoubtedly deserving of this promotion.
Reports to Rinaldo Fernández – Senior VP
UMIT CEM OZISIK SALES MANAGER RCA
With seven years of experience and having grown within Sales from an entry-level position through each successive role, he joined the team as a Closer and later became Assistant Manager. His tenacity and results have now earned him the opportunity to reach the highest level within the Sales Room. The passion he brings to his work every day –having consistently been a monthly co-producer since the opening– has gained him the support and respect of his colleagues in this well-deserved promotion.
Reports to Mustafá Ozisik – Senior Sales Director
VICTORIA PÉREZ
OPERATIONS SUB MANAGER - DOMINICAN REP.
Having served as Head of Legal Verification at the Sales Room in Royalton Bávaro, and thanks to her invaluable performance, not only in terms of productivity but also her commitment to the company and leadership among her peers, she has been promoted to the position of Assistant Operations Manager. She is a graduate in Business Administration from Universidad Católica del Este.
Reports to Fernando Rojas – Director of Operations & ME
Transfers
DIEGO FREGOSO
SALES MANAGER PCA
Considering the successful work carried out at Chic Cancún since its opening, Diego has now decided to take on a new professional challenge by assuming the role of Sales Manager at the stunning Planet Hollywood Cancún location. Although this represents a significant challenge compared to his previous post in terms of volume, Diego is known for his tenacity, drive, and leadership. These qualities have enabled him to lead his teams in harmony and synergy to achieve results. His vision and strategic approach have positioned him as a reference point, making this move a valuable contribution for everyone.
Reports to Mustafá Ozisik – Senior Sales Director
Behind the Scenes
Q: After all these years working in hotels, what does it mean to be part of Prime Travelers Club?
A: My time at Prime represents a different chapter in my professional journey. It has led me to develop new skills such as negotiation, improved emotional intelligence, and resilience.
Without a doubt, this experience has enriched my technical knowledge and allowed me to explore a different side of the Hospitality Industry, under the guidance of leaders such as Mr. Rinaldo Fernandez and Ms. Estela Paz.
If we all treated others the way we would like to be treated, our teams and companies would be far more efficient. ”
As I always say, each day is a new sunrise that gives us the opportunity to learn and do something different. I am truly grateful to feel like a better person and a better professional, thanks to all the people who are part of my everyday life.
A: Everyone who is part of my team must have the following qualities:
Effectiveness in dealing with people, human warmth, honesty, empathy, a service-oriented attitude, the ability to listen, and the capacity to resolve any conflict efficiently.
I’m convinced these are essential skills not only for those who work with me, but for anyone in any People & Culture department.
Q: What has been the most complex case of employee support you’ve had to resolve?
A: This was the first time in my professional career, while serving as Head of Personnel, that I was asked to terminate an employee who, after 19 years of service, was let go by the company without any clear reason. My ethics told me the decision was unfair; however, it was an instruction I had to follow and carry out, as it was part of my responsibility, and I had to act in the company’s best interest.
I welcomed the employee with a warm smile, a firm handshake, and expressed how valuable he was as a person. I acknowledged his long career and then, with great respect, explained the company’s decision regarding his dismissal. The level of empathy and respect I had built with him over the years was so strong that, upon hearing the news, he simply stood up, gave me a hug, and thanked me for the way he was treated.
From that moment on, I became even more committed to maintaining respectful and empathetic relationships with staff, always mindful of the position I held. In other words, I made sure not to cross that fine line between respect and camaraderie, to avoid creating confusion in my interactions with others.
NAYERI RAMOS
The Experts Voice
P rograms R elated to I ntegration M inding E ducation
SALES TECHNIQUES
One of our clear and ongoing goals each month is to increase sales and meet business objectives. To achieve this, we are constantly seeking the best initiatives to keep our Marketing and Sales staff up to date through innovative techniques. In the coming weeks, we will be holding a promising training session that will teach and apply the methodology of two highly reliable sales techniques, which are:
SPIN Methodology
It focuses on listening and understanding the needs of potential clients through a series of structured questions, helping the salesperson provide what the client truly needs. The questions follow a sequence that allows the salesperson to connect more effectively with prospects, offering alternatives that bring value.
Situation
General questions to understand your client’s current context. Implication Need / Payoff Problem
Identify specific problems the client is facing. Explore the impact of the problem. Benefits of adopting your solution.
The Experts Voice
P rograms R elated to I ntegration M inding E ducation
SALES TECHNIQUES
AIDA Methodology
AIDA is a classic sales model that represents the four stages a person goes through before making a purchase decision: Attention, Interest, Desire, and Action.
AATTENTION
Capture the client’s interest with a striking phrase, a question, or something visually appealing.
INTEREST
Present the benefits of what you offer, focusing on what truly matters to the client.
DESIRE
Connect emotionally. Show how your offer brings them closer to what they want or long for.
ACTION
Close with a clear, direct, and easy-to-execute call to action (such as scheduling a visit, signing the contract, or answering a survey).
Did you know about these techniques?
Don’t forget to check our Training Calendars.
A CONTINUOS PATH TOWARDS SUCCESS
OUR JOURNEY
At the end of August, we added a new location to our portfolio: Saint Lucia.
To begin, let’s familiarize ourselves with this beautiful Caribbean destination by immersing ourselves in its history:
Saint Lucia is an island country in the Americas, located in the Caribbean Sea, north of Saint Vincent and the Grenadines and south of the island of Martinique. It covers a land area of 617 km² with an estimated population of just over 180,000 inhabitants. The capital and largest city of the nation is Castries, where more than a third of the total population lives. Saint Lucia is one of the Windward Islands, and its name comes from Saint Lucy of Syracuse.
The British took control of the island in 1663. In the following years, the United Kingdom and France fought 14 times for control of the island; as a result, control over this geopolitically important position changed frequently. Eventually, the British gained full control in 1814, shortly after their victory over French Emperor Napoleon I.
On February 22, 1979, Saint Lucia became an independent state. However, it still recognizes the monarch of the United Kingdom as its sovereign and Head of State, who in turn appoints a Governor General to carry out the duties that would otherwise fall to the monarch, which are usually symbolic. The Head of Government is the Prime Minister, who leads the party that receives the most votes.
Source: Wikipedia
Blue Diamond Resorts opened its doors to an exclusive all-inclusive resort in a highly privileged location, just minutes from Rodney Bay, near shops and nightlife that complement the services found only in our hotels. Beautiful ocean-view rooms, high-end culinary variety, and pools for both adults and children are part of what we continue to offer to the guests who visit us.
Continuing with our business strategies in this beautiful location, Prime Travelers
A support team made up of Sales staff, led by Mr. René Patik, along with personnel from Marketing, Operations, Strategic Communication, and People & Culture, packed their bags with promotional material and lots of positive energy, setting out to train the staff and complete the setup of the Sales Room. It’s worth mentioning that even Mr. Rinaldo Fernández, Senior VP of the Division, gave a talk to the new team about Prime’s
We also want to keep alive the memory of the first sale, which took place on the same day as the opening…
Mr. and Mrs. Jefferson, staying in room 5011, purchased a Gold Escape membership for USD 23,880. It was a day full of excitement! Congratulations to our new members and to the staff who assisted them.
Social Responsibility
DOG DAY - A MEMBER OF THE FAMILY!
Dog Food Collection Campaign
Having a dog is a lifelong commitment ”
This is a global celebration held in July, established in 2004 by the World Animal Protection Organization (WAPO), with the aim of honoring the loyalty of dogs and raising awareness about abandonment, adoption, and responsible care. According to data provided by WAPO, it is estimated that 70% of the more than 300 million dogs worldwide are homeless. The organization seeks to reverse these numbers through sterilization campaigns, vaccination efforts, and shelters.
Naturally, as this is an opportunity to make a difference in the lives of many dogs, we launched this campaign where our hosts contributed food, supplies, and other essential items for their care. These were collected and delivered to the shelter “Albergando, Defendiendo y Protegiendo Animales” in Cancún.
Mrs. Rosalinda Figueroa is the founder of this shelter, which provides a home for senior dogs. There are currently 57 elderly dogs living there, who require food and medication due to their age and the physical challenges that come with it. But beyond that, they also need love and attention.
At Prime, we are committed to continuing our support for this shelter for senior dogs through donations of food and other supplies, as well as regular visits to spend time with them and offer a little love to help make their final days more comfortable. Thank you so much to everyone who contributed to the donation.
MOTHER’S DAY
Their love is Unconditional
We recognize and honor all our colleagues who, day by day, fill the world with love and guidance, serving as pillars of families and society. Across all our locations and countries where we are present, it was a day of celebration and many smiles.
AMONG FAMILY
Sharing our successes, the joys of each day, and even the tough moments with family is part of the culture we live at the company. They are the ones who give us the strength to keep going every day. At Prime, we recognize and appreciate those moments with the ones behind the scenes, always supporting those who step into the spotlight each day: family.
Over the past months, we've been organizing very special activities in Jamaica, the Dominican Republic, and Mexico— supporting our hosts with part of the equipment needed for children as they return to a new school year. We've also held events to enjoy with them, like movie afternoons, visits to amusement centers, sharing delicious pizza and ice cream, and much more. At Prime, we will continue to host these special moments with our staff and their families.
We are PRIME, and we are PROUD!
HALL OF FAME
STAFF TRAINING
GROWING TOGETHER
Over the past months, we've alternated between in-person and online sessions to strengthen technical skills. We've also completed mandatory legal training sessions, along with informative talks, such as those highlighting the benefits offered by the company.
At the start of this latest series, Mr. Fernández himself participated as a speaker, sharing the company’s culture of caring for and supporting our people.
Here are some snapshots from the training sessions…
As we approach our second anniversary, we feel truly proud of everything we’ve achieved thanks to the collective effort of the outstanding team that makes up Prime Travelers Club.
Together, we’ve overcome many challenges; yet we remain united, all rowing toward the same goal:
Reaching 80 million in sales We count on everyone to reach this number.
