We Want ToHear From You

“ We live in a wonderful world that is full of beauty, charm and adventure. There is no end to the adventures that we can have if only we seek them with our eyes open.”– Jawaharlal Nehru

We’ve had a year of beauty, charm, and adventure at Playa Hotels & Resorts!

This fall, we added Hyatt Zilara Rose Hall, Hyatt Ziva Rose Hall, Hyatt Ziva Puerto Vallarta, and over 1,000 new partners. In addition, Hyatt Zilara and Hyatt Ziva won Travel Weekly’s 2014 Magellan Gold Award for our Advertising campaign.

The New Year brings even more adventure. In late 2015, we will be opening the new Hyatt Ziva in Cancun. And, here we are launching “Playa Press,” a special newsletter for and about you, our valued employees. We hope you like it!

Thank you for being a part of the Playa world.

GREETINGS FROM PLAYAHyatt Rose Hall GM Carl Hendriks and leaders interview over 1500 candidates for opportunities in Jamaica!

Hyatt Zilara Cancun

There are exciting things happening throughout Playa, and we want to hear what’s happening with the employees where you are. If you would like to highlight something special about your property and your team in the next edition of the Playa Press, please email HumanResources@playaresorts.com.

A Message from Playa Resorts Chairman and CEO Bruce Wardinski:

“Thank you, Playa Employees. You are what make Playa Resorts stand out as the luxurious, award-winning resort destinations that they are today, and we are grateful for your dedication and service. This newsletter celebrates you and your contributions and lets you know how important you all are to our Playa Resorts family. Enjoy Playa Press!”

Volume 1, January 2015

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In November, Playa Hotels and Resorts opened two new “Ziva” properties in Puerto Vallarta and Jamaica. Before each opening, employees attended trainings to learn the mission, values, and policies of Playa Resorts and what’s involved in providing the Playa guest experience.

In Puerto Vallarta, 500 new collaborators attended the training, and in Jamaica 517 partners attended.

Playa leaders were onsite at both trainings to welcome employees and present company information. Daniel Reyna - Vice President of Operations Mexico, Daniel Yarritu - Human Resources Director of Hyatt Zilara and Gran Caribe Real Cancun, and Teresa Walls - Regional Director of Human Resources Mexico, led the training in Puerto Vallarta. In Jamaica, the training was led by Daniel Yarritu, Betty Ann Brown - Director of Human Resources, and Carl Hendriks - the General Manager of Hyatt Zilara and Ziva Rose Hall.

Also present at the Puerto Vallarta training were Maximo López, Corporate Chef for Playa Resorts Management; Jorge Soracci, Regional Director of Room Operations; and Pilar Arizmendi, Director of Sales and Marketing for Mexico and Latin America.

Alex Stadlin, Chief Executive Officer of Playa Hotels & Resorts, attended both trainings and in Jamaica took the stage to extend a warm welcome from Playa USA. Roberto Garrido, Vice President of Operations Caribbean, also welcomed all collaborators in Jamaica and thanked everyone for attending.

In Puerto Vallarta, the partners and executive committee members performed sketches to demonstrate the “Finishing Touches of Hyatt” and show attendees how to serve guests “with the heart” with quality and human warmth. The final day of the training featured the launch of the dance type Rap and a parade of flags.

INTRODUCING: PLAYA HOTELS & RESORTS IN PUERTO VALLARTA AND JAMAICA

The phenomenal team at Puerto Vallarta!

Welcome to Jamaica

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Attendees in Jamaica participated in “Service from the Heart,” an important component of the training because it conveys the spirit of the company. They also organized themselves into teams to demonstrate the “10 Touches of Hyatt,” acting out fun scenarios of what service means at Playa Hotels & Resorts.

The format “OLA Playa” was used to demonstrate appreciation, a value Playa Hotels & Resorts aims to emphasize at all opportunities. At the end of the course, teammates thanked Playa staff and managers for the thorough and fun induction, and expressed excitement to start a new team with “good vibrations and an excellent attitude.”

Welcome to Puerto Vallarta

MexicoHyatt Ziva Cabos

•Hyatt Ziva Cancun

Opening Fall 2015•

Hyatt Zilara Cancun•

Hyatt Ziva Puerto Vallarta•

The Royal Playa del Carmen•

Gran Caribe Real•

Dreams Puerto Aventuras•

Gran Puerto Real•

Secrets Capri

Dominican RepublicDreams La Romana

•Dreams Punta Cana

•Dreams Palm Beach

JamaicaHyatt Ziva Rose Hall

•Hyatt Zilara Rose Hall

Daniel Reyna and Alex Stadlin at the Puerto Vallarta Oppening!

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Playa Resorts employees always do their best to make guests feel comfortable and happy. When disaster strikes, the same holds true. This past September, Hurricane Odile hammered the grounds and facilities of Hyatt Ziva in Los Cabos, ravaging the property with high winds and heavy rains. Through it all, resort employees stayed strong, and did whatever they could to ensure the safety and comfort of our guests.

Their service was so exceptional that resort guests wanted to show their gratitude. After Odile subsided, they established a Go Fund Me fund for all the employees who stayed at the resort during the tragic storm. The fund will be used for food, water, clothing, and medical supplies, and for rebuilding the many homes that were lost.

Playa Resorts is matching all money raised so that our employees who remained in the area following the hurricane have temporary living arrangements, clean water, food, and supplies. We, along with all the guests who were vacationing when Odile hit, are grateful to everyone who was there.

As stated on the Go Fund Me website, “The employees kept us informed, fed, and most importantly: safe. From those who banded together to hold our shelter doors shut as Odile tried to blow them open, to others who kept us supplied with food and bottled water, and even more staffers who worked security around the clock to keep looters out; the employees of this hotel are heroes.”

Playa employees raised nearly $40,000 which was matched by the Company With their donation, Ali & Kris Fykerud expressed gratitude to Claudia Rose, Maria, and everyone “who left their families to come take care of ours.” And DJ & Pierre added, “Thank you for keeping us safe. The heroes at Hyatt Ziva have taught us to be kind, generous and have humility even facing such adversity. We will never forget you and your life lessons!”

More positive comments and feedback can be found on the Hyatt Ziva Los Cabos Facebook page at https://www.facebook.com/HyattZivaLosCabos.

HYATT ZIVA EMPLOYEES “SIMPLY AMAZING” AS HURRICANE ODILE HITS LOS CABOS

Heroes Through a Hurricane

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“ These beach cleaning activities are evidence of our commitment to the environment”– Teresa Paredes,

Regional Director of Human Resources

Playa Gives BackPLAYA EMPLOYEES KEEP OUR BEACHES INVITING

The unique beaches of Playa Hotels & Resorts are a principal tourist attraction. To keep them beautiful, every two months Playa employees set out to conserve the environment and clean our beaches.

The Beach Cleaning events are highlighted on the “Green Chalkboard,” which is one of the dissemination practices of Playa Hotels & Resorts’ “Playa Green” program (See page 7). Playa employees decorate the chalkboard in line with an overall environmental calendar and use the board to notify department leaders about upcoming dates and green practices. The board promotes creativity, participation, teamwork, and awareness to foster a culture of recycling and conservation.

The beach cleaning protocols are inline with government policies, and the government has recognized Playa for our work in keeping the beaches clean.

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Word on the BeachPLAYA EMPLOYEES KEEP “DAY OF THE DEAD” ALIVE

Joining Playa Hotels & Resorts in 2014, Jorge Soracci brings 12 years of experience in front office operations, guest services, and project fulfillment. As Regional Director of Room Operations, he is responsible for systems implementation and development of all standard room processes, including Concierge, Bellboys, Front Desk, Spa, Housekeeping, At Your Service (PBX), and Laundry for the Mexico region. He also plays an important

role in social media, guest satisfaction, and problem resolution by delivering training and resources throughout Playa Hotels & Resorts.

He leads the loyalty program for the different brands in the company ensuring consistency and engagement.

Previously, Jorge worked for Marriott International Hotels in Cancun for eight years, at the JW Marriott Cancun Resort and Spa and the Casa Magna Marriott Cancun. There he held high-level management positions and helped Marriot achieve both 5-diamond and 4-diamond awards. He held a key role in improving guest satisfaction and contributing to company goals. He implemented processes to optimize productivity and deliver an exceptional service to all guests. He also led several projects within the room’s division related to software, facilities renovations, and maintaining guestrooms.

We’re glad to have Jorge on our Playa team!

The Magic of Playa is in Our People Help us celebrate the employees of Playa Hotels & Resorts. To recommend an employee for on upcoming spotlight,

please email humanresources@playaresorts.com

On November 2, Playa Resorts Mexico employees took part in the “Day of the Dead,” an annual tradition that brings together family and friends to remember and pray for those who have died.

On this important day, people gather to create and admire commemorative altars that honor the lives of those who

have passed. Constructed with love and care, each creation is arranged on a specially built tabletop or designed from stacks of crates. Altars may feature candles, marigolds, incense, salt, photos, special bread known as “pan de muertos,” sugar skulls, and favorite foods or items of the deceased.

Employees of all the hotels in Mexico enjoyed being a part of this Mexican tradition. “The altars were beautiful, and it was humbling to see so many loved ones honored in this way,” said Claudia Guerrero, Director of Human Resources for The Royal and the Gran Porto.

Employee Spotlight: Meet Jorge Soracci

JORGE SORACCIRegional Director of Room

Operations, Mexico

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NewsPLAYA GREEN LEADS CONSERVATION EFFORTS

As a leading brand in the environmental management of Playa Resorts Management, Playa Green is bringing economic benefits, energy reductions, and greater environmental efficiencies to all Playa properties in Cancun and Riviera Maya.

The Playa Green environmental program is currently being implemented at four Playa hotels and resorts to protect and improve the quality of our properties and their environment.

This program promotes good environmental practices at all Playa properties for the environment, emissions, and operations. At the same time, the program contains a methodology for implementation, follow-up, and continuous improvement.

“ We believe that if we address the environmental issue in our day-to-day practices and in the construction of our hotels, the cost benefits will be considerable”– David Ramirez, Quality Manager at Hyatt Zilara Cancun

The three components of the program are:Dissemination. To create awareness about energy conservation and environmental efficiency, we disseminate information and share best practices throughout Playa properties.

Action. We regularly perform activities and implement processes to maintain a green environment. All activities are evaluated for continuous improvement.

Prevention. The program emphasizes prevention over correction for energy efficiency.

Important Dates

Website LaunchPlaya Hotels and Resorts launched a whole new website in January. Be sure to check it out!

01/27/2015

Hyatt Ziva Los CabosHyatt Ziva Los Cabos will be reopening this summer. We look forward to having guests there again!

06/15/2015

Hyatt Ziva CancunHyatt Ziva Cancun will be opening this year. It is going to be another great family friendly resort in Mexico. Look out for more details soon!

Fall 2015

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Question of the Month

Industry InsiderVALUED GUESTS: SIX WAYS TO “WOW” THEM

People recognize and appreciate the stellar experience and customer service of Playa Hotels & Resorts. Here are six easy ways to ensure we continue to be an award-winning travel destination.Smile, smile, smile. Smiling makes guests feel comfortable and lets them know they’re welcomed. Always greet guests with a smile, say hello, and ask how their day is going.

Anticipate what guests would like and act on it. If guests are arriving midday or early evening, make sure they have an opportunity to have a meal or appetizer without having to wait at a restaurant or figure out what’s available. In their rooms, place TV remotes in clear sight, ensure TVs and thermostats are easy to understand and operate, and make accessing the Internet simple.

Greet guests by name. A kind “Good morning, Ms. Smith,” and “How are you this evening, Mr. Jones?” let guests know they are valued. Back home as they reminisce about their vacation or make plans for their next trip, they will remember the personal and warm attention.

Take on – don’t pass on – questions. If guests ask the way to a restaurant, fitness room, or restaurant, take the time to escort

them there yourself. If you must direct them to another employee, make personal introductions and make sure your coworker fully understands what’s needed. Check back yourself to see that the issue has been resolved to guests’ satisfaction.

Make the wait great. If guests must wait to check in, be seated at a restaurant, or receive food – and the wait can’t be prevented – take steps to make the wait seem shorter and more enjoyable. Offer guests a special appetizer or beverage, or provide them with a complimentary service. This can reset their internal clocks and improve their perception of the wait time.

Ask for opinions. Finally, always ask guests about their experience. This can happen throughout the property and not just at the front desk. A simple “Is everything okay?” or “How are you enjoying your stay?” can invite feedback that improves not only guests’ experiences but also the customer service of Playa Resorts overall.

What is your favorite part of your job?Please email your answer to humanresources@playaresorts.com.

Then, stay tuned to the next edition of Playa Press for featured responses and next month’s question.

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