male announcer: More than 100 of America's biggest bosses...
- I just hope I can keep up with the guys.
announcer: Have gone undercover
in their own companies.
- That wasn't as easy as it looks.
- Here we go! - Lift me up!
- I'm about to just flip out here.
- I would almost swear you look like somebody else.
- Right here, right now,
we're gonna shut the restaurant down.
announcer: More than $20 million
have been awarded to employees.
- I'll write up a checkfor $250,000.
- Oh, my God.
announcer: And millions of lives...
- I'm gonna pay off the mortgage.
announcer: Changed forever.
- For real? - This is real.
The greatest reward is to see people live their dream.
- That's a life changer.
[dramatic music]
announcer: Tonight...
"Undercover Boss" goes international...
- The success is never guaranteed.
announcer: At Club Med,
the original all-inclusive luxury vacation company
with an annual income of $1.7 billion.
- Hello there. - Oh.
- Let's go. Let's go. Let's go.
announcer: Boss Xavier Mufraggi,
CEO of North America, gets hands-on...
- Whoa, whoa, whoa, whoa, whoa. You want to wreck the bar?
announcer: And tries to cut it...
- No?
- No way we're gonna be in time.
announcer: At his resorts in the Caribbean and Mexico...
And discovers that real life for his employees...
- There are a lot of things to change.
announcer: Is far from paradise.
- What I saw was absolutely unacceptable.
I was shocked.
announcer: How will his coworkers react
when they find out he's really the boss?
- Oh, my God.
- Junior, I'm very sorry about this. Really.
announcer: All this next on "Undercover Boss."
[light electronic music]
- I'm Xavier Mufraggi, and I'm the CEO
of Club Med North America and the Caribbeans.
Club Med is a worldwide leader.
We have around 70 different properties around the planet.
We're located in 30 different countries.
We're in Europe, Africa, Asia,
and, of course, North and South America,
and the annual turnover of Club Med worldwide
is around $1.7 billion.
announcer: With U.S. headquarters
in Miami, Florida,
Club Mediterranee pioneered the all-inclusive holiday.
♪
The company was founded in 1950 to offer vacations
to families recovering from the Second World War.
And uniquely, it offered guests all food,
beverages, activities, and child care
in with the price of accommodation.
From there, Club Med has grown into an industry leader
with 70 luxury resorts across the world.
Club Med's most profitable region
is North America and the Caribbean.
CEO Xavier is responsible for maintaining its top slot.
- The success is never guaranteed.
This is fire in your heart every day.
I was born in Paris.
My dad used to work for an American oil company,
so I lived in France but also had the opportunity
to live in Ivory Coast in Africa,
Washington, D.C., in U.S., and today in Miami.
I've been here for 13 years. I have the U.S. passport.
Today I feel more like an American person.
When I became CEO a decade ago, it was a big step
because I was only 31 years old,
been in the company just two years and a half.
I was vice president of marketing,
and the CEO decided to leave the company,
so that was the moment that I was asked to take over.
And at that time,
it was the beginning of the big recession in 2009.
And when Club Med reported a loss of more
than $10 million, our future was at risk.
Top lines went down. Profit went down.
We have to take the decision to save this business.
We had no choice but to lay off people.
This was the first moment in my career.
Now things are completely changed
compared to where we were ten years ago.
We came back to profit very quickly.
Then we starting to perform every year a little bit better,
a little bit better.
Now I want to dramatically expand this business.
In order to pay for this, we need to increase our revenue
by 60% by keeping our resorts full of guests.
That will be a big challenge for me.
[light guitar music]
♪
Lunchtime.
The most important part of my life is my family.
- The girls were asking me last night.
We're desperate to find out more.
- Yeah. So I'm David, born in Belgium, so, you know,
the accent will work pretty good.
- Obviously with the disguise,
it's gonna make it harder to figure you out.
- Yeah. Are you ready for David?
- Um... - Let's do it.
- Okay.
- When I'm undercover, I'll be posing as David,
a traveler and water sport fan
who is looking to start his own hotel business.
To secure Club Med's future,
we need to increase our revenues.
I'm going undercover at two of our top-performing resorts,
because if my expansion plans are going to work,
I need to find out what's working and what's not.
[dramatic music]
♪
- Girls, are you ready to see David?
- Yes. - Yes.
- I'm ready.
- Ohh. - Ohh.
- Hello there.
This is David, baby. - Oh, wow.
- Oh, my...
- Come on. - Oh, my God.
- Ohh.
- Your hair's amazing.
- No one's gonna recognize Daddy.
- When I'm undercover,
my employees will be tricked into thinking
they're on a documentary about people
looking to start a second career.
They have no idea that it's "Undercover Boss."
- [laughs]
- Bye, love.
[upbeat music]
♪
My first job is in Punta Cana in the Dominican Republic.
This was the first resort to be built here,
and we even helped to build the airport to bring our guests.
The resort can host up to 1,600 guests,
and we have more than 400 employees to run it,
many of whom live on resort.
Our plans to expand rely on the success of results
like Punta Cana.
One bad decision can cost us a lot of money.
So today I'm meeting our assistant bar manager, Junior.
Hi, excuse me.I'm looking for Junior.
- I am Junior. - Hi, I'm David.
Nice to meet you.
- Nice to meet you. - I think we're supposed
to work together today.So tell me about you.
I have three years in this bar.
- Okay.
- And--but you look like a guest.
- Yeah, I know. I know.
- Okay.Have this?
A bar is a very important expense
in a all-inclusive resort,
so we need to make sure that people who are running
the operation of a bar
of course are very cautious about the guest experience,
but who are also very, very cautious
on any waste we could have.
The first thing you have to do is fill the bar for the day.
- So tell me about you.
- You know, I was born in Belgium,
traveled around, just a lot of different jobs,
and now trying to think what I'm gonna do with my life
in the next few years.
I'd love to open my own hotel.
- Oh, that's great. - Yeah.
- I need to teach you your first cocktail.
Mojito. - Mojito.
- Two, three.
- Mint.
Sugar.
- White rum. - Okay.
A little there.
- Sparkling water to the end.
And that's it.
- So now it's my turn?
- It's your time. - Pour the rum.
- This one. - This one?
- This one. Start with the white rum.
Use it.Whoa, whoa, whoa, whoa, whoa.
You want to wreck the bar?You have to use the jigger.
- Yeah, sorry.
- Now is the cocktail hour.
- Okay. - Okay?
- I'm just gonna do my best,
and I think I'm gonna try to stay close to Junior.
[light acoustic guitar music]
At Club Med,
you know, the cocktail hour is very important.
Our customer expect the perfect cocktail very, very fast.
Good evening.
- I would enjoy a margarita please.
- Okay. Margarita.
- You got it? - Yeah, super easy.
First the glass.
The right glass, which is...
- No.
- Margarita.
You know what?I'm gonna redo it again,
because I put vodka.
I think that people could realize very quickly
that I didn't know much about the job.
Oh, it's tequila.
Is it really vodka or is it rum?
Do I need the shaker or no shaker?
- No.
- It's no good. Really, it's no good. It's bad.
announcer: Coming up...
- There are a lot of things to change.
announcer: The boss makes a shocking discovery.
- I've never seen before what I saw tonight.
Absolutely unacceptable.
- Cosmo.
- I'm Xavier Mufraggi, CEO of Club Med North America,
and I'm going undercover in my own company.
I'm in the Dominican Republic
working in the resort's cocktail bar.
But unfortunately for my guests...
You know what?I'm going to redo it again,
'cause I put vodka.
- Mixing cocktails is harder than it looks.
People could realize very quickly
that I didn't know much about the job.
It's tequila.
- Okay, so...
- I was impressed by what Junior was able to do.
When there were four people, he was doing three drink
when I was trying to do one.
- Oh, excellente.
- You know, the presentation was there.
The smile was there.
So I really see somebody in control of all his environment,
so I really, really appreciate that.
both: Cheers.
- Whew. - Well, we're gonna
take a break.
- Let's go. - Let's go.
♪
- What do you like in doingthe job in Club Med?
- When you do something, you have to like it...
- Yeah - What you do.
- Where do you see yourself in five years?
- Being a bar manager. - Uh-huh.
You were born here, born in the region?
- I born in La Romana. I live in San Pedro.
It is really far, and so--but...
- Yeah. And I can save money.
- On the weekends,you go in your house...
- Yeah. - In the capital city?
- Yeah. I live with my grandma.
- What's your grandma name? - Florina.
- Yeah.
My granddad, he passed away, like, two years ago.
Now it's my time to take care of her.
It's my time. She did a lot of things for me.
She gave me love.
She gave me good education, and she was here when--
every time I need her, she was here,
and I love her.
- Oh. - Yeah. Yeah, I love her.
- She must be an amazing person.
- Yeah.
- I saw a lot in Junior. He's somebody
with so much desire to not only take for himself but to give.
That means we have somebody who can go very, very, very far.
- Thank you. - Number one.
- Thank you. - So as a CEO,
that's what I'm looking for.
My ambitions for Club Med's future
depend on people like Junior,
and we need more people like him.
[upbeat music]
♪
When you buy a Club Med holiday,
part of the inclusive deal
is that all your meals are included in the price.
♪
Club Med is renowned for the quality of our foods
thanks to the help of chefs from around the world.
Today I will work with Chef Kenia.
If we want to succeed in our expansion plan,
it's essential that we maintain the standard
to keep customers coming back.
Are you Chef Kenia?
- I am. - Cool. I'm David.
- How are you, David?
Today we're gonna becooking tacos.
Do you have anykitchen experience?
- None. - Zero.
- Okay. Well, I'll help you.
- Yeah. - You can change up,
and I'll meet youin the kitchen.
- Thank you. See you in a minute.
- You're welcome.
- ♪ Da-da-da-dah
Is it better?
- It is better, but your beardis not allowed in the kitchen.
He does not look kitchen material.
I'm sorry. The beard was a big,
big no-no, no-no.
So have you ever madeguacamole or salsa?
[laughter]
Cut it in half. - This I've done before.
- Oh. Oh, Lord. All right, hmm.
- No?
She's starting to see the level of my technique in the kitchen.
- Oh, wow. - I could see her face,
and she was looking like,
"Why did I give him that knife?"
- I'm afraid for your fingers.I am.
- Okay.
- He doesn't know how to use a knife.
He's basically-- I don't want to use bad words.
You should hold the blades.That way you have more control.
- Okay, like this. - Yeah.
- So where are you from, Kenia? - I'm from the Bahamas.
- Beautiful island, the Bahamas.
- It's so beautiful. Oh, my God.
But the Bahamasis really too small for me.
I want to expand out.
In the future, I want to ownmy own restaurant.
So I want to havea bit of every cuisine
from different islandsin the Caribbean,
like a splash of Mexico,Brazil,
Dominican Republic,Turquoise.
That's why I say"Caribbean splash."
- Wow. - Yes.
- It's a great idea,
and we have all these different type of,
you know, cuisine here in Club Med.
This could be excellent for us.
She's got the ambition,
and I think she's got the right plan.
You want to try mine? - You try mine? I try yours?
I hope I don't get choked by big chunks of guacamole.
Basically, never let David in your kitchen.
Never.
We're gonna take my guacamole,because I don't think
yours is up to standard to be on the buffet, but good job.
[laughter]
- Kenia wants to show me the accommodation of the resort.
- This is wherethe employees live.
- Uh-huh. - This is my room.
- Okay. - 858. Let's go in.
- I was interested to go with her
and visit the whole area.
- So this is my room.
- We provide full-time accommodation
to our foreign local workers while they are away from home.
- I have a lot of space. I love it, honestly.
- All the rooms around, are they all the same?
- No.
There are some workers from Dominican Republic
that live far away, so Club Med accommodates them.
The rooms are really different. It's a bit smaller.
- Okay. - There's no privacy.
Do you want to see?/
- Okay. - Yeah? Let's go.
- She's wanted to show me this lodging,
because she felt that they were not at the state
they should be.
- I'm gonna let you meet a friend of mine.
- Okay.
- Hola. - Junior, good to see you.
- Nice to see you. How was your day, guys?
- It was good. - It was really good.
- I was pleased to meet Junior again,
but the standard
of his optional accommodation was a shock.
So this is where you're staying during the week?
- Yes. Yeah. - Okay.
- This is the place. - Okay.
- I'm gonna stay here when I no go home.
- Do you like it?
Yeah? You're not living here all week, but it's--it's--
- It's-- - It's not what it should be.
I've seen one of these rooms ten years ago I think.
They were not in that condition.
I was shocked.
- There are a lot of things to change, honestly.
- There is 20 rooms like this.
They're all like this.
They're all like this? Okay.
I feel disappointed.
I feel bad about what I saw,
and I also feel ashamed.
- So this is the bathroom area, David.
- What I saw in the shower was absolutely unacceptable.
We need to have people staying in what is
acceptable condition, and today it's not the case.
I've never seen before what I saw today,
and now I feel pretty bad about it.
I feel pretty bad.
I have to do something about it.
So you were saying, you know,your goal
is one day to openyour own restaurant.
- Yes.
- So what's yourpersonal story [indistinct]?
- Well, my parents are in Nassau, the capital.
- How many brother, sisters,you know, in the family?
- We're three.
Before, we were four. I lost my brother.
I lost my brother last year in a car accident
right after his wedding.
Yeah.
- I'm sorryfor your loss, okay?
- Okay. The accident was in November,
and my nephew was born in December.
- When you meet Chef Kenia, you know she's exactly
what we're looking for in terms of management.
And when she's telling me something so personal
about her life, the story was so moving,
and I was so touched,
and I felt very, very bad about it.
announcer: Coming up...
- Juanito, are you okay?
announcer: The boss gets hands-on in Cancun, Mexico.
- One, two, three, four, five.
announcer: And hears what one of his team thinks
of Club Med's management.
- For some of us Mexicans, it's tough.
- When he mentioned that maybe Mexicans didn't have
the same opportunities to succeed,
I mean, that was, like, you know, broken heart for me.
- I'm Xavier Mufraggi, CEO of Club Med North America,
and I'm going undercover in my own company.
The next stage of my undercover mission
is taking me to Club Med Cancun, Yucatan, Mexico.
[upbeat music]
Cancun is our second largest resort around the planet
and one of our most profitable.
I've come here because I've heard one of the secrets
to its success is the extra revenue
it makes from hosting private events.
So today I'm working with Edwin,
our assistant event manager,
because if my expansion plans are going to work,
I need to find out what's working and what's not.
Hi.
- Hi. Nice to meet you. - Nice meeting you.
- Welcome. Welcome to Club Med. - Wow. Yeah, thank you.
I'm planningto open my own hotel.
- Okay.
- So tell me, events,is it important?
- It's very important for us.
These small details will make the guest
feel very, very happy.
Today we have a big surprise birthday party.
It's a last-minute request. It happens all the time.
- Wow.
I was surprised that
we just learned about this birthday party.
- The thing is that we don't have enough time.
It's gonna be a heavy day.
We have five hours to accomplish this.
Since you're now part of the team...
- Wow.
For what I understood, we avoid these last-minute requests.
We don't want to do a bad job and disappoint the guests.
- So this is the place where we're gonna have the event.
Where would you position everything?
- Um...
Wow.
That would be the view.
People are gonna be here, right?
- Yes.
- So the people are gonna arrive.
"Wa-wa-wa. Surprise."
- David needs to be really, really on it.
- Um...
- He needs to be very, very focused.
He needs to be on track.
Bar will be right here.
Then probably the cakeand the canopy's on this side.
And definitely we would needsome ambiance.
- Yeah, some music.
- We need to call our entertainment manager.
- Oh. Oh, hi.
- Yes?
- Is there any person who can do music or kind of a DJ or--
- We have a big party also tonight
in the center of the village.
I cannot give you a DJ.
- I know it's last-minute.
I really apologize for this,but, you know, this is--
- No, no. You don't have to apologize.
I can give you a speaker with music pre-programmed.
- Thank you very much, Fernando.
- I really appreciate the way Edwin handled the situation.
It was a great compromise for the timing we had.
- We need a birthday cake. Don't have much time.
- Hi, chef. We need a cake.
- Okay. Is there any option
that we have, like, just to make it happen?
- Thank you. Thank you very much.
- You're welcome. - Right.
- I'm starting to understand that to get things done,
you need to coordinate a lot of things
with a lot of departments,
so there's a lot at risk right now.
Time for the bar.
- We got a situation for this afternoon.
- Yes? - David?
- We have a, you know, a surprise birthday party.
- Today?
- Yes. - Yeah.
- Wow. It's such a short notice.
We will have to startright away.
- Here we go.
I feel pressure. - Don't have much time.
- You have 28 people just waiting
to do the big surprise,
and we still have a lot to do.
- Last-minutes are a little bit struggled.
It's good that you're here to help.
You need to go and grab the cake.
You need to run. - Okay, I go.
[dramatic music]
Wow. Is it heavy?
- Don't drop it. - I know. I will do my best.
The last moments before the party was pretty scary.
We have so much to do,
and we're only a few minutes before the family was arriving.
I thought one of them was gonna tell us it's not gonna happen.
- All right. So it's almost time.
Let's go. Let's go. Let's go.
- One each? - Yep.
- Put these on the top.
- Amazing. That is great.
Oh, my God. We made it.
Everybody, we're gonna just stay on this side
of the beach, all right?
[upbeat music]
♪
- That was quite hectic.
I was amazed that we managed to get everything done.
I really appreciate the way Edwin handled the situation,
and our team's trying, all of them,
to make it something very special for a guest.
- Ariba.
- But it only came together
as we were able to beg and borrow things,
so we need to find a way
to make it easier for staff to manage.
- Cheers. - Cheers.
I think maybe we deserve this one.
You've been working for Club Med for many years?
- This is my fifth year.Club Med is a company
that gives youa lot of opportunities.
- So what's next? - If it's possible,
becoming a chief of village,
which is likethe general manager.
- Uh-huh.
- But Club Medis a French company.
French culture, it's very deep,
and I've heard thatfor some of us Mexicans,
it's toughto get to that stage.
- When he mentioned that maybe Mexicans didn't have
the same opportunities
to succeed to the general manager position,
I was like--I mean,
that was, like, you know, broken heart for me.
A Mexican staff can become general manager.
But the fact that he never had that perception,
I feel, you know, responsible for it.
What's your personal story?
- At this moment, I amsupporting my mom economically.
[exhales]
I had two family members
that passed away,
and they were reallyclose to me.
- Mm-hmm.
- One of them wasmy little sister,
and my father,
which was the most recent.
- Wow. - Yes.
- I'm sorry for the loss.
You know, we all have losses, you know?
Never had something as you experienced.
I lost was granddad, was a big moment for a family.
- It's like a dream. - Mm-hmm.
- And you try to wake up,but it...
You can't.
- Yeah.
The moment Edwin opened up
about the death of his dad and his sister,
I was like--I was--you know, you're speechless.
I was really moved by his personal story.
[somber piano music]
♪
[upbeat music]
If we want to succeed in our expansion plan,
we need our guests to come back.
One reason our clients return is a sense of safety.
Nobody wants to be sick or injured,
but it's very important our guests know
that somebody's on call and can be there 24-7.
So today I'll be working with Karla,
our resident nurse in Cancun,
to check how she cares about the safety
and wellbeing of our guests.
[knock at door] Good morning.
- Good morning. Hello. Hi. - Hi, I'm David.
- Hello, David. - Are you Karla?
- Yes. I'm Karla. How are you?
- Good. - This is your uniform.
- Thank you very much.
- You're welcome. You're welcome.
- See you in a bit.
I may have visited many area of the property a hundred times,
but I'm not sure I visited the infirmary.
- And this is for our patients.
- The place was clean-- there was no doubt about it--
but clearly has not been renovated lately.
There's a bit disappointment.
- Hello. Come in. - Hi.
I have a bit of a headache, maybe a sunburn.
- What's your name? - [inaudible]
- Here? What, you have kind of a sunburn?
- Yep. - Okay.
- So you're gonna take a little bit of cream,
and you're gonna put it all around the warmth.
- So you like the place? - Yeah.
I really like the resort,
but this placeis a bit old-fashioned.
- Hearing that was something that I didn't like.
Yeah, I think some work needs to be done with...
Club Med Cancun is the oldest property of the region.
We put, like, 20 million in term of upgrades
on the last two years in this property,
and I didn't felt that infirmary has been taken
into account enough.
Enjoy your vacation. - Thank you.
- But seeing that, you feel disappointment
in myself,
because, you know, I'm in charge here.
Everything has to be at the same standard.
- I'm in the middle of my fourth job undercover
in my company Club Med with resident nurse, Karla.
Despite investing 20 million in the Cancun resort,
the infirmary hasn't been upgraded,
and it isn't up to scratch.
But seeing that, you feel disappointment in myself,
because, you know, I'm in charge here.
Everything has to be at the same standard.
- Okay. - Okay?
And then you say,"Juanito, are you okay?
Juanito, estas bien?"
He's not gonna respond, of course.
- Mm-hmm. - David, now you try.
- Juanito, Juanito, are you okay? Esta bien?
- He's unconscious.
So show me your position.
- Like this? - Mm-hmm.
One, two, three, four, five,six, seven, eight, nine, ten.
- But I think that was really reassuring.
Okay, we have somebody who knows exactly what she's doing
while she takes her job very seriously, and she should.
- You did it really good.
I'm impressed. - Thank you.
Have you ever done that in real here in Cancun?
- Yes. Yes, yes. Three months ago,
I was by myself here at the infirmary,
and a Canadian boy,
15 years old,had, like, heart attack.
- Mm-hmm. Okay.
- He wasn't breathing.He didn't have any pulse.
We made 15 cycles of CPR... - Wow.
- Until the ambulancearrive here.
- Mm-hmm.
- Well, I cry a little bit,
'cause I thoughthe didn't make it.
- You did your best, and-- - Yes.
Yeah, so he stayed in intensive care
for maybe four or five days, but he survive.
- Wow. So you save his life? - Yes.
- Wow.
That's a wonderful story. - Yeah.
- I was completely overwhelmed.
I think she seems to be a pretty amazing person.
- Okay.
- It's a big Saturday today, lots of arrival and departure.
- This is David. - I'm David.
- He's gonna take you to your room.
- You know, I feel that it's lots of work
to do it on top of the other shift.
It's a problem.
So we're room 311.
Okay. 19. So now we playwith the numbers.
So 20.
Here we go.Oh, careful.
And the task was to get them in the room as fast as possible.
So another floor.
It should be easy, but you can quickly get confused.
This way. Give me a second, okay?
- It's not really hard, because you can see signs everywhere.
This way?
- Yes.
And I was like, "Oh, God. Okay, let's go back."
13.
- The guest is coming already tired.
To make them walk more than they have to
is kind of--mm-mm--no good.
- And 311.Welcome to your beautiful room.
- Thank you.
- So, David, if you can bring the luggage for the family.
- Come on.
Whoa. Here we go.
So handling the luggage was not so easy.
I think it was completely upside down.
Whoa.
It's here. I'm sorry we take too long.
- And I think that what we just experienced
is a typical big Saturday in Club Med,
which is really all hands on deck,
so that was a good experience
to realize we're gonna need to add
even more staff to help to do that task.
- See you later, ma'am. - Things have to be done.
- Thanks. - Really good.
You did really good. Let's go.
[light guitar music]
- That was a long day. - It was, right?
But look at the view, so...
- Yeah.
This morning, I was not expecting to have such a day.
- It's a really hard job. - Uh-huh.
- It's a lot of work. - Now, how you see your future?
How you see the next few years?
- Well, I always want to study my master's degree.
I came here to save money.
I'm not saving enough money.
- How much, you know, saving would represent for you?
- My mom, she gains around 10,000,
12,000 pesos monthly.
And one university, like, good one, you have to pay
at least three timeswhat my mom makes right now.
- It's a lot to ask for the family.
- You pay your school, or you eat.
My dream is to bea successful professional,
help my family,
and I think I'm goingthe right direction,
but it's just the beginning.
It's just the beginning. - Thank you.
- De nada.
- Club Med, we offer an opportunity of a career,
but we're looking also for people who have the ambition
to go a step forward.
Karla is definitely one of those people.
I want to make sure employees like her
are nurtured within our company.
[dramatic music]
♪
Being undercover was much more than I was expecting.
I saw amazing people doing remarkable jobs.
I also found things that I didn't like,
and now it's time we fixed that.
I'm about to reveal my true identity
to the employees I worked with this week.
♪
My staff will be told they're meeting with the producer
for an interview about the experience
working for Club Med.
They have no idea that it's "Undercover Boss."
♪
- Where is the hair?
- Oh, my God.
- I'm not David. - You're not David?
- Oh, my God.
- I am Xavier Mufraggi,
and I'm the CEO of Club Med North America.
- I'm--I'm shocked.
- And you are on "Undercover Boss."
announcer: Coming up...
- Oh, my God.
announcer: The boss faces up to the issues he's uncovered...
- Junior, I'm very sorry about this. Really.
announcer: And delivers life-changing news.
- Oh. [laughs]
- Oh, my God.
- Edwin, when we talked together,
I understood right away why you were so successful
in your current position.
You were all about the clients.
You were all about the experience,
and I think you should be very proud of this.
I would like you to work with the meeting
and event operation manager to understand
is there anything we can do to make last-minute requests
easier to handle for our teams.
- That would be amazing. That would be very good.
- At one point you mentioned that for Mexican,
you didn't know
if it was possible to become a general manager.
That really have a deep impact on, of course, as a CEO,
and somebody wants to talk to you about that.
Bienvenido, and see you very soon.
- Oh, my God. Wow.
A Mexican Chief of Village.
- Yeah, the general manager.
I really want that you take the opportunity
to visit Jose Luis in France.
- Oh, my God.
- We've organized everything for you,
and Jose Luis asked me if he could be your coach
to keep you progressing within the company for the next step.
- Oh, my God. No way.
- I also want to offer you a promotion
as event manager, and you'll receive a pay rise
to reflect these new responsibilities.
- Wow. Oh, my God.
I'm full of joy. I don't know.
I--I don't know what to say.
- The last part of our discussion
was such a story about resilience.
You know, you have two deaths very important
and close to you.
- My mom is now alone at home,
and I am the one
who looks after her, and...
yeah, so--I'm sorry.
- Oh, no, it's... [indistinct].
I want you to feel that even if you're far away
that your mother is taken care of.
So what we decide is to pay for the full rent
of your mother's house for two years
so she can be taken care of when you're gonna be away.
- Oh, my God.
Thank you so much, Xavier.
Whoa.
Oh, my God. Thank you.
My mom is gonna be okay, and I'm getting a promotion.
This is life-changing for me.
- Karla, you know, when we met together in the infirmary,
I started to look at your working space.
I was sad, because we had invested more than 20 million
on the renovation we just finished,
and my conclusion is that it was not finished at all.
For Club Med, you know, your role is very important,
so we're gonna invest $30,000 in the infirmary
to put it at the right standard.
- Real excited.
- I believe you're a great nurse,
and, you know, we want to keep you in the company.
And I realize that, you know, for you it's a struggle,
because you also want to go and have a master degree,
and I love people with ambition.
So I would like to pay $15,000
for the master degree.
- Wow. [laughs]
Thank you very much. - Thanks a lot.
- I think my dream's starting to come true.
And can I have a picture?
- Yeah, of course you can have a picture.
I think you...
- Oh, but you're so tall. - Yeah.
- It's, like, it's amazing. I'm so happy.
I never thought something like that can happen to me.
- Kenia,
can you tell me, how was my cooking?
- It was still bad. [laughter]
- I had a tremendous respect watching you in the kitchen
preparing the food, the contact with the guests.
I really, really loved your concept
for your future restaurant, Caribbean Splash.
- Thank you.
- So I'd love to steal your idea.
- You want to steal my...
- What you're talking about is everything we want
to do in Club Med. - Oh, my God.
- So we're gonna fly you to south of France,
where you're gonna meet all the top chefs of Club Med
around the planet,
and then we build in Club Med
"Caribbean Splash by Chef Kenia."
- Are you serious? Is this a joke?
- No, I'm serious.
- Is this a joke? - I want that
to be your platform to test
what you're restaurant's gonna be in the future.
- Thank you so much, David.
- I was very touched when you share,
you know, the tragic loss about your brother.
[somber piano music]
♪
- When I see my nephew,I see my brother.
- There's nothing I can say, so...
but I want to help ensure
that your nephew has a bright future,
so I want to start a college fund for him,
and we're gonna put $10,000 to start this college fund.
- Oh, my God.
This feels so unreal.Can I hug you?
- Oh, yes.
- Oh, my God.
It's a dream come true.
♪
- Junior, I really want to thank you
for the day we spent together.
Junior, I was not a good bartender.
[laughter]
What I have--I wanted to talk to you is something
I'm not really proud of.
Some of the rooms we use
for accommodation is not acceptable.
Junior, I'm very sorry about this. Really.
So we decided
to invest $100,000
for the 26 rooms.
Where you are right now is gonna be renovated...
- Thank you. - To make sure
that they're the right standard for you,
as for any employees within this company
that stay in this property.
- Thank you, sir.
- I really like people with ambition,
so we want to get you in France
following a manager at the bar
in one of our ski resorts.
- [laughs]
- And our goal is to make you a bar manager.
- I am ready to learn.
- When we were together,
I think the most incredible moment for me
is when we talked about your grandmother.
I want to make sure that when you're gonna be away
you know there's somebody with her all the time,
so we decide to pay for two years
for a caregiver for your grandmother.
- Thank you, sir.
Can I give you a hug? - Yeah.
- I can't imagine how my life is going to change right now.
[upbeat music]
- I went undercover to see if this company was ready
for the expansion plan we have in front of us,
and I had the opportunity to work with amazing people.
I saw incredible things.
I also saw things that I didn't like,
and I'm committed to fix them.
And I feel now confident
that we're not only ready for the expansion plan,
but for the next 70 years.