1 00:00:17,241 --> 00:00:19,862 male announcer: More than 100 of America's biggest bosses... 2 00:00:19,896 --> 00:00:21,344 - I just hope I can keep up with the guys. 3 00:00:21,379 --> 00:00:23,586 announcer: Have gone undercover 4 00:00:23,620 --> 00:00:25,379 in their own companies. 5 00:00:25,413 --> 00:00:27,724 - That wasn't as easy as it looks. 6 00:00:27,758 --> 00:00:29,793 - Here we go! - Lift me up! 7 00:00:29,827 --> 00:00:31,482 - I'm about to just flip out here. 8 00:00:31,517 --> 00:00:33,965 - I would almost swear you look like somebody else. 9 00:00:34,000 --> 00:00:35,103 - Right here, right now, 10 00:00:35,137 --> 00:00:36,965 we're gonna shut the restaurant down. 11 00:00:37,000 --> 00:00:39,034 announcer: More than $20 million 12 00:00:39,068 --> 00:00:40,448 have been awarded to employees. 13 00:00:40,482 --> 00:00:43,068 - I'll write up a checkfor $250,000. 14 00:00:43,103 --> 00:00:44,241 - Oh, my God. 15 00:00:44,275 --> 00:00:45,344 announcer: And millions of lives... 16 00:00:45,379 --> 00:00:46,379 - I'm gonna pay off the mortgage. 17 00:00:46,413 --> 00:00:47,758 announcer: Changed forever. 18 00:00:47,793 --> 00:00:49,241 - For real? - This is real. 19 00:00:49,275 --> 00:00:53,482 The greatest reward is to see people live their dream. 20 00:00:53,517 --> 00:00:54,482 - That's a life changer. 21 00:00:59,379 --> 00:01:01,482 announcer: Tonight... 22 00:01:01,517 --> 00:01:03,862 "Undercover Boss" goes international... 23 00:01:03,896 --> 00:01:05,827 - The success is never guaranteed. 24 00:01:05,862 --> 00:01:07,310 announcer: At Club Med, 25 00:01:07,344 --> 00:01:10,965 the original all-inclusive luxury vacation company 26 00:01:11,000 --> 00:01:15,482 with an annual income of $1.7 billion. 27 00:01:15,517 --> 00:01:18,034 - Hello there. - Oh. 28 00:01:18,068 --> 00:01:19,310 - Let's go. Let's go. Let's go. 29 00:01:19,344 --> 00:01:21,034 announcer: Boss Xavier Mufraggi, 30 00:01:21,068 --> 00:01:23,965 CEO of North America, gets hands-on... 31 00:01:24,000 --> 00:01:26,689 - Whoa, whoa, whoa, whoa, whoa. You want to wreck the bar? 32 00:01:26,724 --> 00:01:28,241 announcer: And tries to cut it... 33 00:01:28,275 --> 00:01:29,482 - No? 34 00:01:29,517 --> 00:01:31,310 - No way we're gonna be in time. 35 00:01:31,344 --> 00:01:36,310 announcer: At his resorts in the Caribbean and Mexico... 36 00:01:36,344 --> 00:01:39,655 And discovers that real life for his employees... 37 00:01:39,689 --> 00:01:41,103 - There are a lot of things to change. 38 00:01:41,137 --> 00:01:43,068 announcer: Is far from paradise. 39 00:01:43,103 --> 00:01:45,275 - What I saw was absolutely unacceptable. 40 00:01:45,310 --> 00:01:47,034 I was shocked. 41 00:01:47,068 --> 00:01:49,000 announcer: How will his coworkers react 42 00:01:49,034 --> 00:01:51,965 when they find out he's really the boss? 43 00:01:52,000 --> 00:01:53,206 - Oh, my God. 44 00:01:53,241 --> 00:01:55,275 - Junior, I'm very sorry about this. Really. 45 00:01:55,310 --> 00:01:59,103 announcer: All this next on "Undercover Boss." 46 00:02:02,793 --> 00:02:04,724 - I'm Xavier Mufraggi, and I'm the CEO 47 00:02:04,758 --> 00:02:08,034 of Club Med North America and the Caribbeans. 48 00:02:08,068 --> 00:02:09,724 Club Med is a worldwide leader. 49 00:02:09,758 --> 00:02:12,689 We have around 70 different properties around the planet. 50 00:02:12,724 --> 00:02:16,379 We're located in 30 different countries. 51 00:02:16,413 --> 00:02:18,862 We're in Europe, Africa, Asia, 52 00:02:18,896 --> 00:02:20,689 and, of course, North and South America, 53 00:02:20,724 --> 00:02:22,965 and the annual turnover of Club Med worldwide 54 00:02:23,000 --> 00:02:27,551 is around $1.7 billion. 55 00:02:27,586 --> 00:02:28,793 announcer: With U.S. headquarters 56 00:02:28,827 --> 00:02:30,344 in Miami, Florida, 57 00:02:30,379 --> 00:02:34,034 Club Mediterranee pioneered the all-inclusive holiday. 58 00:02:35,758 --> 00:02:39,172 The company was founded in 1950 to offer vacations 59 00:02:39,206 --> 00:02:43,448 to families recovering from the Second World War. 60 00:02:43,482 --> 00:02:46,275 And uniquely, it offered guests all food, 61 00:02:46,310 --> 00:02:49,103 beverages, activities, and child care 62 00:02:49,137 --> 00:02:51,793 in with the price of accommodation. 63 00:02:51,827 --> 00:02:55,172 From there, Club Med has grown into an industry leader 64 00:02:55,206 --> 00:02:58,931 with 70 luxury resorts across the world. 65 00:02:58,965 --> 00:03:00,655 Club Med's most profitable region 66 00:03:00,689 --> 00:03:03,862 is North America and the Caribbean. 67 00:03:03,896 --> 00:03:08,275 CEO Xavier is responsible for maintaining its top slot. 68 00:03:08,310 --> 00:03:10,137 - The success is never guaranteed. 69 00:03:10,172 --> 00:03:13,862 This is fire in your heart every day. 70 00:03:15,655 --> 00:03:17,551 I was born in Paris. 71 00:03:17,586 --> 00:03:20,724 My dad used to work for an American oil company, 72 00:03:20,758 --> 00:03:23,172 so I lived in France but also had the opportunity 73 00:03:23,206 --> 00:03:25,413 to live in Ivory Coast in Africa, 74 00:03:25,448 --> 00:03:29,137 Washington, D.C., in U.S., and today in Miami. 75 00:03:29,172 --> 00:03:32,793 I've been here for 13 years. I have the U.S. passport. 76 00:03:32,827 --> 00:03:36,793 Today I feel more like an American person. 77 00:03:36,827 --> 00:03:40,000 When I became CEO a decade ago, it was a big step 78 00:03:40,034 --> 00:03:42,068 because I was only 31 years old, 79 00:03:42,103 --> 00:03:44,275 been in the company just two years and a half. 80 00:03:44,310 --> 00:03:46,965 I was vice president of marketing, 81 00:03:47,000 --> 00:03:49,620 and the CEO decided to leave the company, 82 00:03:49,655 --> 00:03:52,206 so that was the moment that I was asked to take over. 83 00:03:52,241 --> 00:03:53,586 And at that time, 84 00:03:53,620 --> 00:03:57,862 it was the beginning of the big recession in 2009. 85 00:03:57,896 --> 00:03:59,689 And when Club Med reported a loss of more 86 00:03:59,724 --> 00:04:03,931 than $10 million, our future was at risk. 87 00:04:03,965 --> 00:04:06,379 Top lines went down. Profit went down. 88 00:04:06,413 --> 00:04:08,862 We have to take the decision to save this business. 89 00:04:08,896 --> 00:04:11,620 We had no choice but to lay off people. 90 00:04:11,655 --> 00:04:15,896 This was the first moment in my career. 91 00:04:15,931 --> 00:04:17,517 Now things are completely changed 92 00:04:17,551 --> 00:04:19,413 compared to where we were ten years ago. 93 00:04:19,448 --> 00:04:21,862 We came back to profit very quickly. 94 00:04:21,896 --> 00:04:24,482 Then we starting to perform every year a little bit better, 95 00:04:24,517 --> 00:04:26,241 a little bit better. 96 00:04:26,275 --> 00:04:30,034 Now I want to dramatically expand this business. 97 00:04:30,068 --> 00:04:32,896 In order to pay for this, we need to increase our revenue 98 00:04:32,931 --> 00:04:37,551 by 60% by keeping our resorts full of guests. 99 00:04:37,586 --> 00:04:39,310 That will be a big challenge for me. 100 00:04:44,965 --> 00:04:46,344 Lunchtime. 101 00:04:46,379 --> 00:04:51,068 The most important part of my life is my family. 102 00:04:51,103 --> 00:04:52,137 - The girls were asking me last night. 103 00:04:52,172 --> 00:04:54,241 We're desperate to find out more. 104 00:04:54,275 --> 00:04:57,413 - Yeah. So I'm David, born in Belgium, so, you know, 105 00:04:57,448 --> 00:04:58,793 the accent will work pretty good. 106 00:04:58,827 --> 00:05:00,068 - Obviously with the disguise, 107 00:05:00,103 --> 00:05:02,965 it's gonna make it harder to figure you out. 108 00:05:03,000 --> 00:05:04,724 - Yeah. Are you ready for David? 109 00:05:04,758 --> 00:05:06,758 - Um... - Let's do it. 110 00:05:06,793 --> 00:05:09,000 - Okay. 111 00:05:11,965 --> 00:05:14,448 - When I'm undercover, I'll be posing as David, 112 00:05:14,482 --> 00:05:16,206 a traveler and water sport fan 113 00:05:16,241 --> 00:05:19,551 who is looking to start his own hotel business. 114 00:05:19,586 --> 00:05:21,482 To secure Club Med's future, 115 00:05:21,517 --> 00:05:24,517 we need to increase our revenues. 116 00:05:24,551 --> 00:05:28,172 I'm going undercover at two of our top-performing resorts, 117 00:05:28,206 --> 00:05:31,206 because if my expansion plans are going to work, 118 00:05:31,241 --> 00:05:34,517 I need to find out what's working and what's not. 119 00:05:41,827 --> 00:05:43,413 - Girls, are you ready to see David? 120 00:05:43,448 --> 00:05:45,206 - Yes. - Yes. 121 00:05:45,241 --> 00:05:47,137 - I'm ready. 122 00:05:48,137 --> 00:05:50,931 - Ohh. - Ohh. 123 00:05:50,965 --> 00:05:52,344 - Ohh. 124 00:05:52,379 --> 00:05:54,655 - Hello there. 125 00:05:54,689 --> 00:05:56,206 This is David, baby. - Oh, wow. 126 00:05:56,241 --> 00:05:57,413 - Oh, my... 127 00:05:59,551 --> 00:06:03,000 - Come on. - Oh, my God. 128 00:06:03,034 --> 00:06:04,655 - Ohh. 129 00:06:04,689 --> 00:06:06,344 - Your hair's amazing. 130 00:06:06,379 --> 00:06:08,551 - No one's gonna recognize Daddy. 131 00:06:08,586 --> 00:06:09,931 - When I'm undercover, 132 00:06:09,965 --> 00:06:11,827 my employees will be tricked into thinking 133 00:06:11,862 --> 00:06:13,551 they're on a documentary about people 134 00:06:13,586 --> 00:06:15,965 looking to start a second career. 135 00:06:16,000 --> 00:06:19,310 They have no idea that it's "Undercover Boss." 136 00:06:21,206 --> 00:06:22,724 - Bye, love. 137 00:06:30,206 --> 00:06:33,965 My first job is in Punta Cana in the Dominican Republic. 138 00:06:34,000 --> 00:06:37,379 This was the first resort to be built here, 139 00:06:37,413 --> 00:06:42,310 and we even helped to build the airport to bring our guests. 140 00:06:42,344 --> 00:06:45,172 The resort can host up to 1,600 guests, 141 00:06:45,206 --> 00:06:47,689 and we have more than 400 employees to run it, 142 00:06:47,724 --> 00:06:50,896 many of whom live on resort. 143 00:06:50,931 --> 00:06:53,586 Our plans to expand rely on the success of results 144 00:06:53,620 --> 00:06:54,931 like Punta Cana. 145 00:06:54,965 --> 00:06:58,310 One bad decision can cost us a lot of money. 146 00:06:58,344 --> 00:07:02,758 So today I'm meeting our assistant bar manager, Junior. 147 00:07:02,793 --> 00:07:04,379 Hi, excuse me.I'm looking for Junior. 148 00:07:04,413 --> 00:07:05,655 - I am Junior. - Hi, I'm David. 149 00:07:05,689 --> 00:07:06,896 Nice to meet you. 150 00:07:06,931 --> 00:07:08,172 - Nice to meet you. - I think we're supposed 151 00:07:08,206 --> 00:07:12,103 to work together today.So tell me about you. 152 00:07:12,137 --> 00:07:14,172 I have three years in this bar. 153 00:07:14,206 --> 00:07:15,620 - Okay. 154 00:07:15,655 --> 00:07:17,862 - And--but you look like a guest. 155 00:07:17,896 --> 00:07:19,482 - Yeah, I know. I know. 156 00:07:21,172 --> 00:07:23,344 - Okay.Have this? 157 00:07:23,379 --> 00:07:25,551 A bar is a very important expense 158 00:07:25,586 --> 00:07:27,275 in a all-inclusive resort, 159 00:07:27,310 --> 00:07:30,275 so we need to make sure that people who are running 160 00:07:30,310 --> 00:07:31,758 the operation of a bar 161 00:07:31,793 --> 00:07:34,655 of course are very cautious about the guest experience, 162 00:07:34,689 --> 00:07:36,724 but who are also very, very cautious 163 00:07:36,758 --> 00:07:38,448 on any waste we could have. 164 00:07:41,068 --> 00:07:44,137 The first thing you have to do is fill the bar for the day. 165 00:07:44,172 --> 00:07:45,137 - So tell me about you. 166 00:07:45,172 --> 00:07:46,896 - You know, I was born in Belgium, 167 00:07:46,931 --> 00:07:50,482 traveled around, just a lot of different jobs, 168 00:07:50,517 --> 00:07:52,344 and now trying to think what I'm gonna do with my life 169 00:07:52,379 --> 00:07:53,344 in the next few years. 170 00:07:53,379 --> 00:07:55,551 I'd love to open my own hotel. 171 00:07:55,586 --> 00:07:58,413 - Oh, that's great. - Yeah. 172 00:07:58,448 --> 00:08:00,862 - I need to teach you your first cocktail. 173 00:08:00,896 --> 00:08:02,000 Mojito. - Mojito. 174 00:08:04,068 --> 00:08:06,137 - Two, three. 175 00:08:06,172 --> 00:08:08,655 - Mint. 176 00:08:08,689 --> 00:08:10,931 Sugar. 177 00:08:10,965 --> 00:08:13,379 - White rum. - Okay. 178 00:08:13,413 --> 00:08:16,413 A little there. 179 00:08:16,448 --> 00:08:18,724 - Sparkling water to the end. 180 00:08:19,551 --> 00:08:22,551 And that's it. 181 00:08:22,586 --> 00:08:23,896 - So now it's my turn? 182 00:08:23,931 --> 00:08:26,310 - It's your time. - Pour the rum. 183 00:08:26,344 --> 00:08:27,827 - This one. - This one? 184 00:08:27,862 --> 00:08:30,103 - This one. Start with the white rum. 185 00:08:30,137 --> 00:08:32,448 Use it.Whoa, whoa, whoa, whoa, whoa. 186 00:08:32,482 --> 00:08:35,344 You want to wreck the bar?You have to use the jigger. 187 00:08:35,379 --> 00:08:37,172 - Yeah, sorry. 188 00:08:37,206 --> 00:08:39,379 - Now is the cocktail hour. 189 00:08:39,413 --> 00:08:40,413 - Okay. - Okay? 190 00:08:40,448 --> 00:08:41,655 - I'm just gonna do my best, 191 00:08:41,689 --> 00:08:44,137 and I think I'm gonna try to stay close to Junior. 192 00:08:46,379 --> 00:08:47,793 At Club Med, 193 00:08:47,827 --> 00:08:49,896 you know, the cocktail hour is very important. 194 00:08:49,931 --> 00:08:54,482 Our customer expect the perfect cocktail very, very fast. 195 00:08:54,517 --> 00:08:56,862 Good evening. 196 00:08:56,896 --> 00:08:58,965 - I would enjoy a margarita please. 197 00:08:59,000 --> 00:09:00,551 - Okay. Margarita. 198 00:09:00,586 --> 00:09:03,034 - You got it? - Yeah, super easy. 199 00:09:03,068 --> 00:09:05,172 First the glass. 200 00:09:05,206 --> 00:09:08,758 The right glass, which is... 201 00:09:08,793 --> 00:09:11,551 - No. 202 00:09:11,586 --> 00:09:13,310 - Margarita. 203 00:09:16,379 --> 00:09:17,655 You know what?I'm gonna redo it again, 204 00:09:17,689 --> 00:09:20,482 because I put vodka. 205 00:09:20,517 --> 00:09:22,655 I think that people could realize very quickly 206 00:09:22,689 --> 00:09:25,137 that I didn't know much about the job. 207 00:09:25,172 --> 00:09:27,103 Oh, it's tequila. 208 00:09:27,137 --> 00:09:29,034 Is it really vodka or is it rum? 209 00:09:29,068 --> 00:09:31,586 Do I need the shaker or no shaker? 210 00:09:31,620 --> 00:09:32,931 - No. 211 00:09:32,965 --> 00:09:36,000 - It's no good. Really, it's no good. It's bad. 212 00:09:37,896 --> 00:09:39,034 announcer: Coming up... 213 00:09:39,068 --> 00:09:40,724 - There are a lot of things to change. 214 00:09:40,758 --> 00:09:43,103 announcer: The boss makes a shocking discovery. 215 00:09:43,137 --> 00:09:45,310 - I've never seen before what I saw tonight. 216 00:09:45,344 --> 00:09:46,517 Absolutely unacceptable. 217 00:09:56,344 --> 00:09:57,862 - Cosmo. 218 00:09:57,896 --> 00:10:01,000 - I'm Xavier Mufraggi, CEO of Club Med North America, 219 00:10:01,034 --> 00:10:05,344 and I'm going undercover in my own company. 220 00:10:05,379 --> 00:10:07,034 I'm in the Dominican Republic 221 00:10:07,068 --> 00:10:10,448 working in the resort's cocktail bar. 222 00:10:10,482 --> 00:10:12,241 But unfortunately for my guests... 223 00:10:12,275 --> 00:10:13,655 You know what?I'm going to redo it again, 224 00:10:13,689 --> 00:10:14,965 'cause I put vodka. 225 00:10:15,000 --> 00:10:18,000 - Mixing cocktails is harder than it looks. 226 00:10:18,034 --> 00:10:19,620 People could realize very quickly 227 00:10:19,655 --> 00:10:21,448 that I didn't know much about the job. 228 00:10:21,482 --> 00:10:24,000 It's tequila. 229 00:10:26,103 --> 00:10:27,551 - Okay, so... 230 00:10:27,586 --> 00:10:30,310 - I was impressed by what Junior was able to do. 231 00:10:30,344 --> 00:10:32,448 When there were four people, he was doing three drink 232 00:10:32,482 --> 00:10:34,413 when I was trying to do one. 233 00:10:34,448 --> 00:10:36,310 - Oh, excellente. 234 00:10:36,344 --> 00:10:38,413 - You know, the presentation was there. 235 00:10:38,448 --> 00:10:40,034 The smile was there. 236 00:10:40,068 --> 00:10:43,931 So I really see somebody in control of all his environment, 237 00:10:43,965 --> 00:10:45,896 so I really, really appreciate that. 238 00:10:45,931 --> 00:10:47,275 both: Cheers. 239 00:10:47,310 --> 00:10:48,275 - Whew. - Well, we're gonna 240 00:10:48,310 --> 00:10:49,413 take a break. 241 00:10:49,448 --> 00:10:50,586 - Let's go. - Let's go. 242 00:10:56,275 --> 00:10:58,275 - What do you like in doingthe job in Club Med? 243 00:10:58,310 --> 00:11:00,034 - When you do something, you have to like it... 244 00:11:00,068 --> 00:11:01,482 - Yeah - What you do. 245 00:11:01,517 --> 00:11:03,413 - Where do you see yourself in five years? 246 00:11:03,448 --> 00:11:05,620 - Being a bar manager. - Uh-huh. 247 00:11:05,655 --> 00:11:07,551 You were born here, born in the region? 248 00:11:07,586 --> 00:11:11,000 - I born in La Romana. I live in San Pedro. 249 00:11:11,034 --> 00:11:13,655 It is really far, and so--but... 250 00:11:16,275 --> 00:11:18,275 - Yeah. And I can save money. 251 00:11:18,310 --> 00:11:20,068 - On the weekends,you go in your house... 252 00:11:20,103 --> 00:11:21,862 - Yeah. - In the capital city? 253 00:11:21,896 --> 00:11:23,517 - Yeah. I live with my grandma. 254 00:11:23,551 --> 00:11:25,482 - What's your grandma name? - Florina. 255 00:11:25,517 --> 00:11:27,448 - Florina. - Yeah. 256 00:11:27,482 --> 00:11:31,000 My granddad, he passed away, like, two years ago. 257 00:11:31,034 --> 00:11:33,275 Now it's my time to take care of her. 258 00:11:33,310 --> 00:11:36,310 It's my time. She did a lot of things for me. 259 00:11:36,344 --> 00:11:38,068 She gave me love. 260 00:11:38,103 --> 00:11:41,793 She gave me good education, and she was here when-- 261 00:11:41,827 --> 00:11:46,034 every time I need her, she was here, 262 00:11:46,068 --> 00:11:48,379 and I love her. 263 00:11:48,413 --> 00:11:50,413 - Oh. - Yeah. Yeah, I love her. 264 00:11:50,448 --> 00:11:52,413 - She must be an amazing person. 265 00:11:52,448 --> 00:11:54,931 - Yeah. 266 00:11:54,965 --> 00:11:57,344 - I saw a lot in Junior. He's somebody 267 00:11:57,379 --> 00:12:01,931 with so much desire to not only take for himself but to give. 268 00:12:01,965 --> 00:12:05,379 That means we have somebody who can go very, very, very far. 269 00:12:05,413 --> 00:12:06,586 - Thank you. - Number one. 270 00:12:06,620 --> 00:12:09,172 - Thank you. - So as a CEO, 271 00:12:09,206 --> 00:12:11,344 that's what I'm looking for. 272 00:12:11,379 --> 00:12:13,206 My ambitions for Club Med's future 273 00:12:13,241 --> 00:12:15,172 depend on people like Junior, 274 00:12:15,206 --> 00:12:18,310 and we need more people like him. 275 00:12:24,413 --> 00:12:25,965 When you buy a Club Med holiday, 276 00:12:26,000 --> 00:12:27,413 part of the inclusive deal 277 00:12:27,448 --> 00:12:30,310 is that all your meals are included in the price. 278 00:12:34,827 --> 00:12:37,448 Club Med is renowned for the quality of our foods 279 00:12:37,482 --> 00:12:40,275 thanks to the help of chefs from around the world. 280 00:12:40,310 --> 00:12:42,827 Today I will work with Chef Kenia. 281 00:12:42,862 --> 00:12:45,275 If we want to succeed in our expansion plan, 282 00:12:45,310 --> 00:12:48,034 it's essential that we maintain the standard 283 00:12:48,068 --> 00:12:50,034 to keep customers coming back. 284 00:12:50,068 --> 00:12:51,482 Are you Chef Kenia? 285 00:12:51,517 --> 00:12:53,827 - I am. - Cool. I'm David. 286 00:12:53,862 --> 00:12:55,344 - How are you, David? 287 00:12:55,379 --> 00:12:57,448 Today we're gonna becooking tacos. 288 00:12:57,482 --> 00:12:59,793 Do you have anykitchen experience? 289 00:12:59,827 --> 00:13:02,620 - None. - Zero. 290 00:13:02,655 --> 00:13:04,448 - Zero. - Okay. Well, I'll help you. 291 00:13:04,482 --> 00:13:05,689 - Yeah. - You can change up, 292 00:13:05,724 --> 00:13:06,965 and I'll meet youin the kitchen. 293 00:13:07,000 --> 00:13:08,206 - Thank you. See you in a minute. 294 00:13:08,241 --> 00:13:10,068 - You're welcome. 295 00:13:11,689 --> 00:13:13,344 Is it better? 296 00:13:13,379 --> 00:13:17,862 - It is better, but your beardis not allowed in the kitchen. 297 00:13:17,896 --> 00:13:19,896 He does not look kitchen material. 298 00:13:19,931 --> 00:13:22,172 I'm sorry. The beard was a big, 299 00:13:22,206 --> 00:13:24,689 big no-no, no-no. 300 00:13:24,724 --> 00:13:29,172 So have you ever madeguacamole or salsa? 301 00:13:30,931 --> 00:13:33,586 Cut it in half. - This I've done before. 302 00:13:33,620 --> 00:13:36,827 - Oh. Oh, Lord. All right, hmm. 303 00:13:36,862 --> 00:13:39,068 - No? 304 00:13:39,103 --> 00:13:43,620 She's starting to see the level of my technique in the kitchen. 305 00:13:43,655 --> 00:13:45,689 - Oh, wow. - I could see her face, 306 00:13:45,724 --> 00:13:47,448 and she was looking like, 307 00:13:47,482 --> 00:13:50,965 "Why did I give him that knife?" 308 00:13:51,000 --> 00:13:52,724 - I'm afraid for your fingers.I am. 309 00:13:52,758 --> 00:13:53,931 - Okay. 310 00:13:53,965 --> 00:13:56,068 - He doesn't know how to use a knife. 311 00:13:56,103 --> 00:14:00,655 He's basically-- I don't want to use bad words. 312 00:14:00,689 --> 00:14:03,896 You should hold the blades.That way you have more control. 313 00:14:03,931 --> 00:14:05,448 - Okay, like this. - Yeah. 314 00:14:05,482 --> 00:14:08,034 - So where are you from, Kenia? - I'm from the Bahamas. 315 00:14:08,068 --> 00:14:09,517 - Beautiful island, the Bahamas. 316 00:14:09,551 --> 00:14:11,344 - It's so beautiful. Oh, my God. 317 00:14:11,379 --> 00:14:12,965 But the Bahamasis really too small for me. 318 00:14:13,000 --> 00:14:14,482 I want to expand out. 319 00:14:14,517 --> 00:14:17,241 In the future, I want to ownmy own restaurant. 320 00:14:17,275 --> 00:14:20,206 So I want to havea bit of every cuisine 321 00:14:20,241 --> 00:14:21,827 from different islandsin the Caribbean, 322 00:14:21,862 --> 00:14:24,793 like a splash of Mexico,Brazil, 323 00:14:24,827 --> 00:14:26,482 Dominican Republic,Turquoise. 324 00:14:26,517 --> 00:14:28,620 That's why I say"Caribbean splash." 325 00:14:28,655 --> 00:14:30,344 - Wow. - Yes. 326 00:14:30,379 --> 00:14:31,586 - It's a great idea, 327 00:14:31,620 --> 00:14:33,689 and we have all these different type of, 328 00:14:33,724 --> 00:14:35,551 you know, cuisine here in Club Med. 329 00:14:35,586 --> 00:14:37,689 This could be excellent for us. 330 00:14:37,724 --> 00:14:39,034 She's got the ambition, 331 00:14:39,068 --> 00:14:40,896 and I think she's got the right plan. 332 00:14:40,931 --> 00:14:43,689 You want to try mine? - You try mine? I try yours? 333 00:14:43,724 --> 00:14:46,551 I hope I don't get choked by big chunks of guacamole. 334 00:14:50,172 --> 00:14:52,655 Basically, never let David in your kitchen. 335 00:14:53,655 --> 00:14:55,586 Never. 336 00:14:56,551 --> 00:15:00,000 We're gonna take my guacamole,because I don't think 337 00:15:00,034 --> 00:15:03,482 yours is up to standard to be on the buffet, but good job. 338 00:15:05,724 --> 00:15:09,758 - Kenia wants to show me the accommodation of the resort. 339 00:15:09,793 --> 00:15:11,689 - This is wherethe employees live. 340 00:15:11,724 --> 00:15:13,448 - Uh-huh. - This is my room. 341 00:15:13,482 --> 00:15:15,793 - Okay. - 858. Let's go in. 342 00:15:15,827 --> 00:15:17,137 - I was interested to go with her 343 00:15:17,172 --> 00:15:19,068 and visit the whole area. 344 00:15:19,103 --> 00:15:21,931 - So this is my room. 345 00:15:21,965 --> 00:15:23,586 - We provide full-time accommodation 346 00:15:23,620 --> 00:15:27,310 to our foreign local workers while they are away from home. 347 00:15:27,344 --> 00:15:30,103 - I have a lot of space. I love it, honestly. 348 00:15:30,137 --> 00:15:31,793 - All the rooms around, are they all the same? 349 00:15:31,827 --> 00:15:33,068 - No. 350 00:15:33,103 --> 00:15:34,827 There are some workers from Dominican Republic 351 00:15:34,862 --> 00:15:38,413 that live far away, so Club Med accommodates them. 352 00:15:38,448 --> 00:15:40,655 The rooms are really different. It's a bit smaller. 353 00:15:40,689 --> 00:15:42,068 - Okay. - There's no privacy. 354 00:15:42,103 --> 00:15:43,275 Do you want to see?/ 355 00:15:43,310 --> 00:15:45,310 - Okay. - Yeah? Let's go. 356 00:15:45,344 --> 00:15:47,034 - She's wanted to show me this lodging, 357 00:15:47,068 --> 00:15:49,172 because she felt that they were not at the state 358 00:15:49,206 --> 00:15:52,241 they should be. 359 00:15:54,586 --> 00:15:55,655 - I'm gonna let you meet a friend of mine. 360 00:15:55,689 --> 00:15:57,000 - Okay. 361 00:15:57,034 --> 00:15:58,965 - Hola. - Junior, good to see you. 362 00:15:59,000 --> 00:16:01,965 - Nice to see you. How was your day, guys? 363 00:16:02,000 --> 00:16:03,620 - It was good. - It was really good. 364 00:16:03,655 --> 00:16:05,206 - I was pleased to meet Junior again, 365 00:16:05,241 --> 00:16:06,517 but the standard 366 00:16:06,551 --> 00:16:08,655 of his optional accommodation was a shock. 367 00:16:08,689 --> 00:16:11,137 So this is where you're staying during the week? 368 00:16:11,172 --> 00:16:13,793 - Yes. Yeah. - Okay. 369 00:16:13,827 --> 00:16:15,586 - This is the place. - Okay. 370 00:16:15,620 --> 00:16:19,172 - I'm gonna stay here when I no go home. 371 00:16:19,206 --> 00:16:20,586 - Do you like it? 372 00:16:23,275 --> 00:16:27,241 Yeah? You're not living here all week, but it's--it's-- 373 00:16:27,275 --> 00:16:28,655 - It's-- - It's not what it should be. 374 00:16:28,689 --> 00:16:32,655 I've seen one of these rooms ten years ago I think. 375 00:16:32,689 --> 00:16:34,034 They were not in that condition. 376 00:16:34,068 --> 00:16:35,689 I was shocked. 377 00:16:35,724 --> 00:16:38,379 - There are a lot of things to change, honestly. 378 00:16:40,172 --> 00:16:41,758 - There is 20 rooms like this. 379 00:16:41,793 --> 00:16:43,000 They're all like this. 380 00:16:46,689 --> 00:16:48,034 They're all like this? Okay. 381 00:16:48,068 --> 00:16:49,931 I feel disappointed. 382 00:16:49,965 --> 00:16:53,137 I feel bad about what I saw, 383 00:16:53,172 --> 00:16:54,931 and I also feel ashamed. 384 00:16:56,206 --> 00:16:58,793 - So this is the bathroom area, David. 385 00:17:04,310 --> 00:17:08,551 - What I saw in the shower was absolutely unacceptable. 386 00:17:08,586 --> 00:17:10,827 We need to have people staying in what is 387 00:17:10,862 --> 00:17:15,241 acceptable condition, and today it's not the case. 388 00:17:15,275 --> 00:17:17,206 I've never seen before what I saw today, 389 00:17:17,241 --> 00:17:20,931 and now I feel pretty bad about it. 390 00:17:20,965 --> 00:17:24,000 I feel pretty bad. 391 00:17:24,034 --> 00:17:26,413 I have to do something about it. 392 00:17:29,206 --> 00:17:31,206 So you were saying, you know,your goal 393 00:17:31,241 --> 00:17:32,689 is one day to openyour own restaurant. 394 00:17:32,724 --> 00:17:33,896 - Yes. 395 00:17:33,931 --> 00:17:35,689 - So what's yourpersonal story ? 396 00:17:35,724 --> 00:17:38,034 - Well, my parents are in Nassau, the capital. 397 00:17:38,068 --> 00:17:41,034 - How many brother, sisters,you know, in the family? 398 00:17:41,068 --> 00:17:42,310 - We're three. 399 00:17:42,344 --> 00:17:47,137 Before, we were four. I lost my brother. 400 00:17:47,172 --> 00:17:51,034 I lost my brother last year in a car accident 401 00:17:51,068 --> 00:17:52,241 right after his wedding. 402 00:17:53,896 --> 00:17:56,137 Yeah. 403 00:17:58,068 --> 00:18:00,103 - I'm sorryfor your loss, okay? 404 00:18:01,689 --> 00:18:05,827 - Okay. The accident was in November, 405 00:18:05,862 --> 00:18:07,965 and my nephew was born in December. 406 00:18:10,896 --> 00:18:13,068 - When you meet Chef Kenia, you know she's exactly 407 00:18:13,103 --> 00:18:15,103 what we're looking for in terms of management. 408 00:18:15,137 --> 00:18:17,586 And when she's telling me something so personal 409 00:18:17,620 --> 00:18:20,517 about her life, the story was so moving, 410 00:18:20,551 --> 00:18:22,172 and I was so touched, 411 00:18:22,206 --> 00:18:26,448 and I felt very, very bad about it. 412 00:18:26,482 --> 00:18:27,551 announcer: Coming up... 413 00:18:27,586 --> 00:18:29,206 - Juanito, are you okay? 414 00:18:29,241 --> 00:18:32,034 announcer: The boss gets hands-on in Cancun, Mexico. 415 00:18:32,068 --> 00:18:33,896 - One, two, three, four, five. 416 00:18:33,931 --> 00:18:36,172 announcer: And hears what one of his team thinks 417 00:18:36,206 --> 00:18:37,689 of Club Med's management. 418 00:18:37,724 --> 00:18:40,724 - For some of us Mexicans, it's tough. 419 00:18:40,758 --> 00:18:43,068 - When he mentioned that maybe Mexicans didn't have 420 00:18:43,103 --> 00:18:45,103 the same opportunities to succeed, 421 00:18:45,137 --> 00:18:48,172 I mean, that was, like, you know, broken heart for me. 422 00:18:59,517 --> 00:19:02,551 - I'm Xavier Mufraggi, CEO of Club Med North America, 423 00:19:02,586 --> 00:19:06,413 and I'm going undercover in my own company. 424 00:19:06,448 --> 00:19:08,724 The next stage of my undercover mission 425 00:19:08,758 --> 00:19:11,758 is taking me to Club Med Cancun, Yucatan, Mexico. 426 00:19:13,827 --> 00:19:16,793 Cancun is our second largest resort around the planet 427 00:19:16,827 --> 00:19:18,517 and one of our most profitable. 428 00:19:18,551 --> 00:19:20,862 I've come here because I've heard one of the secrets 429 00:19:20,896 --> 00:19:23,068 to its success is the extra revenue 430 00:19:23,103 --> 00:19:25,517 it makes from hosting private events. 431 00:19:25,551 --> 00:19:28,551 So today I'm working with Edwin, 432 00:19:28,586 --> 00:19:30,379 our assistant event manager, 433 00:19:30,413 --> 00:19:32,896 because if my expansion plans are going to work, 434 00:19:32,931 --> 00:19:37,172 I need to find out what's working and what's not. 435 00:19:37,206 --> 00:19:38,724 Hi. 436 00:19:38,758 --> 00:19:40,172 - Hi. Nice to meet you. - Nice meeting you. 437 00:19:40,206 --> 00:19:42,827 - Welcome. Welcome to Club Med. - Wow. Yeah, thank you. 438 00:19:42,862 --> 00:19:44,241 I'm planningto open my own hotel. 439 00:19:44,275 --> 00:19:45,517 - Okay. 440 00:19:45,551 --> 00:19:47,551 - So tell me, events,is it important? 441 00:19:47,586 --> 00:19:49,068 - It's very important for us. 442 00:19:49,103 --> 00:19:51,586 These small details will make the guest 443 00:19:51,620 --> 00:19:53,137 feel very, very happy. 444 00:19:53,172 --> 00:19:56,586 Today we have a big surprise birthday party. 445 00:19:56,620 --> 00:19:59,482 It's a last-minute request. It happens all the time. 446 00:19:59,517 --> 00:20:00,620 - Wow. 447 00:20:00,655 --> 00:20:01,862 I was surprised that 448 00:20:01,896 --> 00:20:05,103 we just learned about this birthday party. 449 00:20:05,137 --> 00:20:06,931 - The thing is that we don't have enough time. 450 00:20:06,965 --> 00:20:08,103 It's gonna be a heavy day. 451 00:20:08,137 --> 00:20:10,620 We have five hours to accomplish this. 452 00:20:10,655 --> 00:20:11,965 Since you're now part of the team... 453 00:20:12,000 --> 00:20:13,482 - Wow. 454 00:20:13,517 --> 00:20:17,827 For what I understood, we avoid these last-minute requests. 455 00:20:17,862 --> 00:20:21,034 We don't want to do a bad job and disappoint the guests. 456 00:20:23,724 --> 00:20:25,655 - So this is the place where we're gonna have the event. 457 00:20:25,689 --> 00:20:28,931 Where would you position everything? 458 00:20:28,965 --> 00:20:31,655 - Um... 459 00:20:31,689 --> 00:20:33,103 Wow. 460 00:20:33,137 --> 00:20:37,034 That would be the view. 461 00:20:37,068 --> 00:20:38,275 People are gonna be here, right? 462 00:20:38,310 --> 00:20:39,586 - Yes. 463 00:20:39,620 --> 00:20:42,034 - So the people are gonna arrive. 464 00:20:42,068 --> 00:20:43,379 "Wa-wa-wa. Surprise." 465 00:20:43,413 --> 00:20:46,068 - David needs to be really, really on it. 466 00:20:46,103 --> 00:20:47,344 - Um... 467 00:20:47,379 --> 00:20:49,275 - He needs to be very, very focused. 468 00:20:49,310 --> 00:20:50,862 He needs to be on track. 469 00:20:50,896 --> 00:20:52,448 Bar will be right here. 470 00:20:52,482 --> 00:20:55,689 Then probably the cakeand the canopy's on this side. 471 00:20:55,724 --> 00:20:58,413 And definitely we would needsome ambiance. 472 00:20:58,448 --> 00:20:59,655 - Yeah, some music. 473 00:20:59,689 --> 00:21:02,068 - We need to call our entertainment manager. 474 00:21:02,103 --> 00:21:03,310 - Oh. Oh, hi. 475 00:21:03,344 --> 00:21:04,862 - Yes? 476 00:21:04,896 --> 00:21:08,068 - Is there any person who can do music or kind of a DJ or-- 477 00:21:08,103 --> 00:21:10,034 - We have a big party also tonight 478 00:21:10,068 --> 00:21:11,517 in the center of the village. 479 00:21:11,551 --> 00:21:14,827 I cannot give you a DJ. 480 00:21:14,862 --> 00:21:16,103 - I know it's last-minute. 481 00:21:16,137 --> 00:21:18,413 I really apologize for this,but, you know, this is-- 482 00:21:18,448 --> 00:21:19,862 - No, no. You don't have to apologize. 483 00:21:19,896 --> 00:21:23,000 I can give you a speaker with music pre-programmed. 484 00:21:23,034 --> 00:21:24,482 - Thank you very much, Fernando. 485 00:21:24,517 --> 00:21:27,793 - I really appreciate the way Edwin handled the situation. 486 00:21:27,827 --> 00:21:30,448 It was a great compromise for the timing we had. 487 00:21:30,482 --> 00:21:35,137 - We need a birthday cake. Don't have much time. 488 00:21:35,172 --> 00:21:37,448 - Hi, chef. We need a cake. 489 00:21:41,517 --> 00:21:43,206 - Okay. Is there any option 490 00:21:43,241 --> 00:21:47,068 that we have, like, just to make it happen? 491 00:21:54,379 --> 00:21:55,827 - Thank you. Thank you very much. 492 00:21:55,862 --> 00:21:57,275 - You're welcome. - Right. 493 00:21:57,310 --> 00:22:00,758 - I'm starting to understand that to get things done, 494 00:22:00,793 --> 00:22:03,206 you need to coordinate a lot of things 495 00:22:03,241 --> 00:22:04,586 with a lot of departments, 496 00:22:04,620 --> 00:22:06,517 so there's a lot at risk right now. 497 00:22:06,551 --> 00:22:08,517 Time for the bar. 498 00:22:08,551 --> 00:22:10,103 - We got a situation for this afternoon. 499 00:22:10,137 --> 00:22:11,448 - Yes? - David? 500 00:22:11,482 --> 00:22:13,965 - We have a, you know, a surprise birthday party. 501 00:22:14,000 --> 00:22:15,172 - Today? 502 00:22:15,206 --> 00:22:16,413 - Yes. - Yeah. 503 00:22:16,448 --> 00:22:18,689 - Wow. It's such a short notice. 504 00:22:18,724 --> 00:22:21,068 We will have to startright away. 505 00:22:21,103 --> 00:22:22,724 - Here we go. 506 00:22:22,758 --> 00:22:25,103 I feel pressure. - Don't have much time. 507 00:22:25,137 --> 00:22:28,344 - You have 28 people just waiting 508 00:22:28,379 --> 00:22:30,655 to do the big surprise, 509 00:22:30,689 --> 00:22:32,827 and we still have a lot to do. 510 00:22:32,862 --> 00:22:35,310 - Last-minutes are a little bit struggled. 511 00:22:35,344 --> 00:22:36,931 It's good that you're here to help. 512 00:22:36,965 --> 00:22:39,241 You need to go and grab the cake. 513 00:22:39,275 --> 00:22:41,034 You need to run. - Okay, I go. 514 00:22:44,000 --> 00:22:47,620 Wow. Is it heavy? 515 00:22:47,655 --> 00:22:50,482 - Don't drop it. - I know. I will do my best. 516 00:22:50,517 --> 00:22:53,724 The last moments before the party was pretty scary. 517 00:22:53,758 --> 00:22:55,241 We have so much to do, 518 00:22:55,275 --> 00:22:58,586 and we're only a few minutes before the family was arriving. 519 00:22:58,620 --> 00:23:01,206 I thought one of them was gonna tell us it's not gonna happen. 520 00:23:01,241 --> 00:23:02,689 - All right. So it's almost time. 521 00:23:02,724 --> 00:23:03,896 Let's go. Let's go. Let's go. 522 00:23:03,931 --> 00:23:05,793 - One each? - Yep. 523 00:23:05,827 --> 00:23:09,137 - Put these on the top. 524 00:23:09,172 --> 00:23:10,724 - Amazing. That is great. 525 00:23:10,758 --> 00:23:12,793 Oh, my God. We made it. 526 00:23:12,827 --> 00:23:14,758 Everybody, we're gonna just stay on this side 527 00:23:14,793 --> 00:23:16,310 of the beach, all right? 528 00:23:21,551 --> 00:23:23,000 - That was quite hectic. 529 00:23:23,034 --> 00:23:26,448 I was amazed that we managed to get everything done. 530 00:23:26,482 --> 00:23:31,000 I really appreciate the way Edwin handled the situation, 531 00:23:31,034 --> 00:23:33,275 and our team's trying, all of them, 532 00:23:33,310 --> 00:23:35,379 to make it something very special for a guest. 533 00:23:35,413 --> 00:23:37,620 - Ariba. 534 00:23:37,655 --> 00:23:39,068 - But it only came together 535 00:23:39,103 --> 00:23:41,344 as we were able to beg and borrow things, 536 00:23:41,379 --> 00:23:42,793 so we need to find a way 537 00:23:42,827 --> 00:23:46,344 to make it easier for staff to manage. 538 00:23:46,379 --> 00:23:47,379 - Cheers. - Cheers. 539 00:23:47,413 --> 00:23:50,827 I think maybe we deserve this one. 540 00:23:50,862 --> 00:23:53,448 You've been working for Club Med for many years? 541 00:23:53,482 --> 00:23:56,172 - This is my fifth year.Club Med is a company 542 00:23:56,206 --> 00:23:58,103 that gives youa lot of opportunities. 543 00:23:58,137 --> 00:24:01,241 - So what's next? - If it's possible, 544 00:24:01,275 --> 00:24:02,689 becoming a chief of village, 545 00:24:02,724 --> 00:24:04,034 which is likethe general manager. 546 00:24:04,068 --> 00:24:05,034 - Uh-huh. 547 00:24:05,068 --> 00:24:07,000 - But Club Medis a French company. 548 00:24:07,034 --> 00:24:08,896 French culture, it's very deep, 549 00:24:08,931 --> 00:24:13,068 and I've heard thatfor some of us Mexicans, 550 00:24:13,103 --> 00:24:16,137 it's toughto get to that stage. 551 00:24:16,172 --> 00:24:18,413 - When he mentioned that maybe Mexicans didn't have 552 00:24:18,448 --> 00:24:19,896 the same opportunities 553 00:24:19,931 --> 00:24:21,896 to succeed to the general manager position, 554 00:24:21,931 --> 00:24:24,103 I was like--I mean, 555 00:24:24,137 --> 00:24:27,275 that was, like, you know, broken heart for me. 556 00:24:27,310 --> 00:24:29,965 A Mexican staff can become general manager. 557 00:24:30,000 --> 00:24:32,758 But the fact that he never had that perception, 558 00:24:32,793 --> 00:24:35,137 I feel, you know, responsible for it. 559 00:24:36,034 --> 00:24:37,620 What's your personal story? 560 00:24:37,655 --> 00:24:40,965 - At this moment, I amsupporting my mom economically. 561 00:24:44,000 --> 00:24:46,275 I had two family members 562 00:24:46,310 --> 00:24:49,724 that passed away, 563 00:24:49,758 --> 00:24:52,379 and they were reallyclose to me. 564 00:24:52,413 --> 00:24:53,689 - Mm-hmm. 565 00:24:53,724 --> 00:24:57,275 - One of them wasmy little sister, 566 00:24:57,310 --> 00:25:02,137 and my father, 567 00:25:02,172 --> 00:25:04,655 which was the most recent. 568 00:25:04,689 --> 00:25:06,241 - Wow. - Yes. 569 00:25:06,275 --> 00:25:08,862 - I'm sorry for the loss. 570 00:25:13,206 --> 00:25:14,793 You know, we all have losses, you know? 571 00:25:14,827 --> 00:25:16,206 Never had something as you experienced. 572 00:25:16,241 --> 00:25:20,275 I lost was granddad, was a big moment for a family. 573 00:25:20,310 --> 00:25:22,137 - It's like a dream. - Mm-hmm. 574 00:25:22,172 --> 00:25:26,965 - And you try to wake up,but it... 575 00:25:27,000 --> 00:25:28,034 You can't. 576 00:25:28,068 --> 00:25:29,034 - Yeah. 577 00:25:29,068 --> 00:25:30,655 The moment Edwin opened up 578 00:25:30,689 --> 00:25:33,448 about the death of his dad and his sister, 579 00:25:33,482 --> 00:25:38,034 I was like--I was--you know, you're speechless. 580 00:25:38,068 --> 00:25:41,000 I was really moved by his personal story. 581 00:25:52,172 --> 00:25:54,724 If we want to succeed in our expansion plan, 582 00:25:54,758 --> 00:25:56,517 we need our guests to come back. 583 00:25:56,551 --> 00:26:00,448 One reason our clients return is a sense of safety. 584 00:26:00,482 --> 00:26:02,379 Nobody wants to be sick or injured, 585 00:26:02,413 --> 00:26:04,241 but it's very important our guests know 586 00:26:04,275 --> 00:26:07,758 that somebody's on call and can be there 24-7. 587 00:26:09,034 --> 00:26:11,862 So today I'll be working with Karla, 588 00:26:11,896 --> 00:26:13,862 our resident nurse in Cancun, 589 00:26:13,896 --> 00:26:16,241 to check how she cares about the safety 590 00:26:16,275 --> 00:26:17,517 and wellbeing of our guests. 591 00:26:17,551 --> 00:26:19,137 Good morning. 592 00:26:19,172 --> 00:26:21,275 - Good morning. Hello. Hi. - Hi, I'm David. 593 00:26:21,310 --> 00:26:22,620 - Hello, David. - Are you Karla? 594 00:26:22,655 --> 00:26:24,103 - Yes. I'm Karla. How are you? 595 00:26:24,137 --> 00:26:25,689 - Good. - This is your uniform. 596 00:26:25,724 --> 00:26:26,896 - Thank you very much. 597 00:26:26,931 --> 00:26:28,137 - You're welcome. You're welcome. 598 00:26:28,172 --> 00:26:29,724 - See you in a bit. 599 00:26:29,758 --> 00:26:33,137 I may have visited many area of the property a hundred times, 600 00:26:33,172 --> 00:26:35,379 but I'm not sure I visited the infirmary. 601 00:26:35,413 --> 00:26:37,620 - And this is for our patients. 602 00:26:37,655 --> 00:26:40,586 - The place was clean-- there was no doubt about it-- 603 00:26:40,620 --> 00:26:43,137 but clearly has not been renovated lately. 604 00:26:43,172 --> 00:26:44,724 There's a bit disappointment. 605 00:26:47,758 --> 00:26:48,965 - Hello. Come in. - Hi. 606 00:26:49,000 --> 00:26:51,931 I have a bit of a headache, maybe a sunburn. 607 00:26:51,965 --> 00:26:53,310 - What's your name? 608 00:26:53,344 --> 00:26:55,137 - Here? What, you have kind of a sunburn? 609 00:26:55,172 --> 00:26:56,448 - Yep. - Okay. 610 00:26:56,482 --> 00:26:58,931 - So you're gonna take a little bit of cream, 611 00:26:58,965 --> 00:27:02,103 and you're gonna put it all around the warmth. 612 00:27:02,137 --> 00:27:03,413 - So you like the place? - Yeah. 613 00:27:03,448 --> 00:27:04,655 I really like the resort, 614 00:27:04,689 --> 00:27:07,862 but this placeis a bit old-fashioned. 615 00:27:07,896 --> 00:27:10,655 - Hearing that was something that I didn't like. 616 00:27:10,689 --> 00:27:13,034 Yeah, I think some work needs to be done with... 617 00:27:13,068 --> 00:27:15,896 Club Med Cancun is the oldest property of the region. 618 00:27:15,931 --> 00:27:18,103 We put, like, 20 million in term of upgrades 619 00:27:18,137 --> 00:27:20,034 on the last two years in this property, 620 00:27:20,068 --> 00:27:23,137 and I didn't felt that infirmary has been taken 621 00:27:23,172 --> 00:27:24,206 into account enough. 622 00:27:24,241 --> 00:27:25,827 Enjoy your vacation. - Thank you. 623 00:27:25,862 --> 00:27:27,206 - But seeing that, you feel disappointment 624 00:27:27,241 --> 00:27:28,551 in myself, 625 00:27:28,586 --> 00:27:29,793 because, you know, I'm in charge here. 626 00:27:29,827 --> 00:27:31,413 Everything has to be at the same standard. 627 00:27:43,724 --> 00:27:45,724 - I'm in the middle of my fourth job undercover 628 00:27:45,758 --> 00:27:50,724 in my company Club Med with resident nurse, Karla. 629 00:27:50,758 --> 00:27:53,551 Despite investing 20 million in the Cancun resort, 630 00:27:53,586 --> 00:27:56,068 the infirmary hasn't been upgraded, 631 00:27:56,103 --> 00:27:59,137 and it isn't up to scratch. 632 00:27:59,172 --> 00:28:01,551 But seeing that, you feel disappointment in myself, 633 00:28:01,586 --> 00:28:03,034 because, you know, I'm in charge here. 634 00:28:03,068 --> 00:28:04,965 Everything has to be at the same standard. 635 00:28:06,827 --> 00:28:08,620 - Okay. - Okay? 636 00:28:13,344 --> 00:28:16,344 And then you say,"Juanito, are you okay? 637 00:28:16,379 --> 00:28:18,103 Juanito, estas bien?" 638 00:28:18,137 --> 00:28:19,862 He's not gonna respond, of course. 639 00:28:19,896 --> 00:28:23,310 - Mm-hmm. - David, now you try. 640 00:28:23,344 --> 00:28:27,068 - Juanito, Juanito, are you okay? Esta bien? 641 00:28:27,103 --> 00:28:28,965 - He's unconscious. 642 00:28:29,000 --> 00:28:30,931 So show me your position. 643 00:28:30,965 --> 00:28:32,344 - Like this? - Mm-hmm. 644 00:28:32,379 --> 00:28:36,068 One, two, three, four, five,six, seven, eight, nine, ten. 645 00:28:36,103 --> 00:28:38,103 - But I think that was really reassuring. 646 00:28:38,137 --> 00:28:40,482 Okay, we have somebody who knows exactly what she's doing 647 00:28:40,517 --> 00:28:42,655 while she takes her job very seriously, and she should. 648 00:28:42,689 --> 00:28:44,482 - You did it really good. 649 00:28:44,517 --> 00:28:46,689 I'm impressed. - Thank you. 650 00:28:46,724 --> 00:28:49,896 Have you ever done that in real here in Cancun? 651 00:28:49,931 --> 00:28:52,275 - Yes. Yes, yes. Three months ago, 652 00:28:52,310 --> 00:28:55,344 I was by myself here at the infirmary, 653 00:28:55,379 --> 00:28:56,655 and a Canadian boy, 654 00:28:56,689 --> 00:28:59,275 15 years old,had, like, heart attack. 655 00:28:59,310 --> 00:29:00,689 - Mm-hmm. Okay. 656 00:29:00,724 --> 00:29:03,965 - He wasn't breathing.He didn't have any pulse. 657 00:29:04,000 --> 00:29:07,379 We made 15 cycles of CPR... - Wow. 658 00:29:07,413 --> 00:29:09,344 - Until the ambulancearrive here. 659 00:29:09,379 --> 00:29:10,724 - Mm-hmm. 660 00:29:10,758 --> 00:29:12,206 - Well, I cry a little bit, 661 00:29:12,241 --> 00:29:13,517 'cause I thoughthe didn't make it. 662 00:29:13,551 --> 00:29:14,965 - You did your best, and-- - Yes. 663 00:29:15,000 --> 00:29:17,344 Yeah, so he stayed in intensive care 664 00:29:17,379 --> 00:29:21,103 for maybe four or five days, but he survive. 665 00:29:21,137 --> 00:29:22,517 - Wow. So you save his life? - Yes. 666 00:29:22,551 --> 00:29:23,758 - Wow. 667 00:29:23,793 --> 00:29:25,034 That's a wonderful story. - Yeah. 668 00:29:25,068 --> 00:29:27,275 - I was completely overwhelmed. 669 00:29:27,310 --> 00:29:30,000 I think she seems to be a pretty amazing person. 670 00:29:34,586 --> 00:29:41,586 - Okay. 671 00:29:41,620 --> 00:29:44,000 - Okay. 672 00:29:46,241 --> 00:29:49,689 - It's a big Saturday today, lots of arrival and departure. 673 00:29:49,724 --> 00:29:51,310 - This is David. - I'm David. 674 00:29:51,344 --> 00:29:53,793 - He's gonna take you to your room. 675 00:29:53,827 --> 00:29:55,965 - You know, I feel that it's lots of work 676 00:29:56,000 --> 00:29:57,724 to do it on top of the other shift. 677 00:29:57,758 --> 00:29:58,827 It's a problem. 678 00:29:58,862 --> 00:30:02,172 So we're room 311. 679 00:30:02,206 --> 00:30:05,034 Okay. 19. So now we playwith the numbers. 680 00:30:05,068 --> 00:30:06,724 So 20. 681 00:30:06,758 --> 00:30:09,551 Here we go.Oh, careful. 682 00:30:09,586 --> 00:30:12,931 And the task was to get them in the room as fast as possible. 683 00:30:12,965 --> 00:30:14,310 So another floor. 684 00:30:14,344 --> 00:30:18,758 It should be easy, but you can quickly get confused. 685 00:30:18,793 --> 00:30:21,448 This way. Give me a second, okay? 686 00:30:21,482 --> 00:30:24,689 - It's not really hard, because you can see signs everywhere. 687 00:30:24,724 --> 00:30:25,965 This way? 688 00:30:26,000 --> 00:30:27,344 - Yes. 689 00:30:27,379 --> 00:30:29,103 And I was like, "Oh, God. Okay, let's go back." 690 00:30:29,137 --> 00:30:31,655 13. 691 00:30:31,689 --> 00:30:33,931 - The guest is coming already tired. 692 00:30:33,965 --> 00:30:36,551 To make them walk more than they have to 693 00:30:36,586 --> 00:30:38,896 is kind of--mm-mm--no good. 694 00:30:38,931 --> 00:30:42,310 - And 311.Welcome to your beautiful room. 695 00:30:42,344 --> 00:30:43,827 - Thank you. 696 00:30:43,862 --> 00:30:46,413 - So, David, if you can bring the luggage for the family. 697 00:30:46,448 --> 00:30:48,172 - Come on. 698 00:30:48,206 --> 00:30:51,241 Whoa. Here we go. 699 00:30:54,275 --> 00:30:57,655 So handling the luggage was not so easy. 700 00:30:58,965 --> 00:31:02,620 I think it was completely upside down. 701 00:31:09,517 --> 00:31:12,551 Whoa. 702 00:31:22,344 --> 00:31:25,137 It's here. I'm sorry we take too long. 703 00:31:25,172 --> 00:31:27,172 - And I think that what we just experienced 704 00:31:27,206 --> 00:31:30,344 is a typical big Saturday in Club Med, 705 00:31:30,379 --> 00:31:33,896 which is really all hands on deck, 706 00:31:33,931 --> 00:31:35,620 so that was a good experience 707 00:31:35,655 --> 00:31:37,620 to realize we're gonna need to add 708 00:31:37,655 --> 00:31:40,068 even more staff to help to do that task. 709 00:31:40,103 --> 00:31:42,379 - See you later, ma'am. - Things have to be done. 710 00:31:42,413 --> 00:31:44,034 - Thanks. - Really good. 711 00:31:44,068 --> 00:31:46,172 You did really good. Let's go. 712 00:31:48,000 --> 00:31:51,241 - That was a long day. - It was, right? 713 00:31:51,275 --> 00:31:52,827 But look at the view, so... 714 00:31:52,862 --> 00:31:54,241 - Yeah. 715 00:31:54,275 --> 00:31:56,551 This morning, I was not expecting to have such a day. 716 00:31:56,586 --> 00:31:58,379 - It's a really hard job. - Uh-huh. 717 00:31:58,413 --> 00:32:01,551 - It's a lot of work. - Now, how you see your future? 718 00:32:01,586 --> 00:32:03,344 How you see the next few years? 719 00:32:03,379 --> 00:32:07,551 - Well, I always want to study my master's degree. 720 00:32:07,586 --> 00:32:10,172 I came here to save money. 721 00:32:10,206 --> 00:32:12,655 I'm not saving enough money. 722 00:32:12,689 --> 00:32:15,931 - How much, you know, saving would represent for you? 723 00:32:15,965 --> 00:32:19,448 - My mom, she gains around 10,000, 724 00:32:19,482 --> 00:32:22,379 12,000 pesos monthly. 725 00:32:22,413 --> 00:32:25,965 And one university, like, good one, you have to pay 726 00:32:26,000 --> 00:32:30,206 at least three timeswhat my mom makes right now. 727 00:32:30,241 --> 00:32:32,241 - It's a lot to ask for the family. 728 00:32:32,275 --> 00:32:36,379 - You pay your school, or you eat. 729 00:32:36,413 --> 00:32:40,482 My dream is to bea successful professional, 730 00:32:40,517 --> 00:32:42,068 help my family, 731 00:32:42,103 --> 00:32:44,931 and I think I'm goingthe right direction, 732 00:32:44,965 --> 00:32:46,379 but it's just the beginning. 733 00:32:46,413 --> 00:32:47,758 It's just the beginning. - Thank you. 734 00:32:47,793 --> 00:32:50,689 - De nada. 735 00:32:50,724 --> 00:32:53,068 - Club Med, we offer an opportunity of a career, 736 00:32:53,103 --> 00:32:55,758 but we're looking also for people who have the ambition 737 00:32:55,793 --> 00:32:57,241 to go a step forward. 738 00:32:57,275 --> 00:32:59,413 Karla is definitely one of those people. 739 00:32:59,448 --> 00:33:01,448 I want to make sure employees like her 740 00:33:01,482 --> 00:33:04,586 are nurtured within our company. 741 00:33:10,517 --> 00:33:13,758 Being undercover was much more than I was expecting. 742 00:33:13,793 --> 00:33:17,620 I saw amazing people doing remarkable jobs. 743 00:33:17,655 --> 00:33:19,379 I also found things that I didn't like, 744 00:33:19,413 --> 00:33:22,413 and now it's time we fixed that. 745 00:33:22,448 --> 00:33:24,344 I'm about to reveal my true identity 746 00:33:24,379 --> 00:33:27,034 to the employees I worked with this week. 747 00:33:30,965 --> 00:33:33,827 My staff will be told they're meeting with the producer 748 00:33:33,862 --> 00:33:35,862 for an interview about the experience 749 00:33:35,896 --> 00:33:37,413 working for Club Med. 750 00:33:37,448 --> 00:33:40,206 They have no idea that it's "Undercover Boss." 751 00:33:50,068 --> 00:33:52,310 - Where is the hair? 752 00:33:52,344 --> 00:33:53,724 - Oh, my God. 753 00:33:53,758 --> 00:33:56,448 - I'm not David. - You're not David? 754 00:33:56,482 --> 00:33:58,034 - Oh, my God. 755 00:33:58,068 --> 00:34:00,206 - I am Xavier Mufraggi, 756 00:34:00,241 --> 00:34:03,034 and I'm the CEO of Club Med North America. 757 00:34:03,068 --> 00:34:04,517 - I'm--I'm shocked. 758 00:34:04,551 --> 00:34:08,586 - And you are on "Undercover Boss." 759 00:34:08,620 --> 00:34:09,586 announcer: Coming up... 760 00:34:09,620 --> 00:34:11,103 - Oh, my God. 761 00:34:11,137 --> 00:34:13,517 announcer: The boss faces up to the issues he's uncovered... 762 00:34:13,551 --> 00:34:16,241 - Junior, I'm very sorry about this. Really. 763 00:34:16,275 --> 00:34:18,275 announcer: And delivers life-changing news. 764 00:34:18,310 --> 00:34:20,034 - Oh. 765 00:34:20,068 --> 00:34:21,586 - Oh, my God. 766 00:34:32,068 --> 00:34:34,379 - Edwin, when we talked together, 767 00:34:34,413 --> 00:34:37,896 I understood right away why you were so successful 768 00:34:37,931 --> 00:34:39,068 in your current position. 769 00:34:39,103 --> 00:34:41,034 You were all about the clients. 770 00:34:41,068 --> 00:34:42,931 You were all about the experience, 771 00:34:42,965 --> 00:34:45,689 and I think you should be very proud of this. 772 00:34:45,724 --> 00:34:47,758 I would like you to work with the meeting 773 00:34:47,793 --> 00:34:50,310 and event operation manager to understand 774 00:34:50,344 --> 00:34:53,620 is there anything we can do to make last-minute requests 775 00:34:53,655 --> 00:34:55,172 easier to handle for our teams. 776 00:34:55,206 --> 00:34:57,793 - That would be amazing. That would be very good. 777 00:34:57,827 --> 00:34:59,965 - At one point you mentioned that for Mexican, 778 00:35:00,000 --> 00:35:01,275 you didn't know 779 00:35:01,310 --> 00:35:05,034 if it was possible to become a general manager. 780 00:35:05,068 --> 00:35:08,551 That really have a deep impact on, of course, as a CEO, 781 00:35:08,586 --> 00:35:10,448 and somebody wants to talk to you about that. 782 00:35:26,413 --> 00:35:30,275 Bienvenido, and see you very soon. 783 00:35:30,310 --> 00:35:31,862 - Oh, my God. Wow. 784 00:35:31,896 --> 00:35:34,206 A Mexican Chief of Village. 785 00:35:34,241 --> 00:35:35,482 - Yeah, the general manager. 786 00:35:35,517 --> 00:35:37,758 I really want that you take the opportunity 787 00:35:37,793 --> 00:35:39,689 to visit Jose Luis in France. 788 00:35:39,724 --> 00:35:40,931 - Oh, my God. 789 00:35:40,965 --> 00:35:42,965 - We've organized everything for you, 790 00:35:43,000 --> 00:35:46,413 and Jose Luis asked me if he could be your coach 791 00:35:46,448 --> 00:35:49,827 to keep you progressing within the company for the next step. 792 00:35:49,862 --> 00:35:51,517 - Oh, my God. No way. 793 00:35:51,551 --> 00:35:53,655 - I also want to offer you a promotion 794 00:35:53,689 --> 00:35:56,758 as event manager, and you'll receive a pay rise 795 00:35:56,793 --> 00:35:58,482 to reflect these new responsibilities. 796 00:36:00,517 --> 00:36:03,034 - Wow. Oh, my God. 797 00:36:03,068 --> 00:36:05,241 I'm full of joy. I don't know. 798 00:36:05,275 --> 00:36:09,586 I--I don't know what to say. 799 00:36:09,620 --> 00:36:11,655 - The last part of our discussion 800 00:36:11,689 --> 00:36:15,241 was such a story about resilience. 801 00:36:15,275 --> 00:36:17,379 You know, you have two deaths very important 802 00:36:17,413 --> 00:36:19,793 and close to you. 803 00:36:19,827 --> 00:36:22,586 - My mom is now alone at home, 804 00:36:22,620 --> 00:36:25,068 and I am the one 805 00:36:25,103 --> 00:36:28,034 who looks after her, and... 806 00:36:28,068 --> 00:36:30,275 yeah, so--I'm sorry. 807 00:36:30,310 --> 00:36:32,068 - Oh, no, it's... 808 00:36:32,103 --> 00:36:34,068 I want you to feel that even if you're far away 809 00:36:34,103 --> 00:36:35,931 that your mother is taken care of. 810 00:36:35,965 --> 00:36:39,103 So what we decide is to pay for the full rent 811 00:36:39,137 --> 00:36:43,000 of your mother's house for two years 812 00:36:43,034 --> 00:36:47,689 so she can be taken care of when you're gonna be away. 813 00:36:47,724 --> 00:36:50,413 - Oh, my God. 814 00:36:57,517 --> 00:36:58,896 Thank you so much, Xavier. 815 00:36:58,931 --> 00:37:01,482 Whoa. 816 00:37:01,517 --> 00:37:04,965 Oh, my God. Thank you. 817 00:37:05,000 --> 00:37:08,931 My mom is gonna be okay, and I'm getting a promotion. 818 00:37:08,965 --> 00:37:11,689 This is life-changing for me. 819 00:37:12,000 --> 00:37:16,034 - Karla, you know, when we met together in the infirmary, 820 00:37:16,068 --> 00:37:19,413 I started to look at your working space. 821 00:37:19,448 --> 00:37:22,517 I was sad, because we had invested more than 20 million 822 00:37:22,551 --> 00:37:24,137 on the renovation we just finished, 823 00:37:24,172 --> 00:37:27,137 and my conclusion is that it was not finished at all. 824 00:37:27,172 --> 00:37:30,586 For Club Med, you know, your role is very important, 825 00:37:30,620 --> 00:37:34,482 so we're gonna invest $30,000 in the infirmary 826 00:37:34,517 --> 00:37:36,379 to put it at the right standard. 827 00:37:36,413 --> 00:37:37,620 - Real excited. 828 00:37:37,655 --> 00:37:39,275 - I believe you're a great nurse, 829 00:37:39,310 --> 00:37:42,758 and, you know, we want to keep you in the company. 830 00:37:42,793 --> 00:37:45,275 And I realize that, you know, for you it's a struggle, 831 00:37:45,310 --> 00:37:48,896 because you also want to go and have a master degree, 832 00:37:48,931 --> 00:37:51,068 and I love people with ambition. 833 00:37:51,103 --> 00:37:54,103 So I would like to pay $15,000 834 00:37:54,137 --> 00:37:56,034 for the master degree. 835 00:37:56,068 --> 00:37:57,862 - Wow. 836 00:37:57,896 --> 00:38:00,241 Thank you very much. - Thanks a lot. 837 00:38:00,275 --> 00:38:03,172 - I think my dream's starting to come true. 838 00:38:03,206 --> 00:38:04,344 And can I have a picture? 839 00:38:04,379 --> 00:38:06,275 - Yeah, of course you can have a picture. 840 00:38:06,310 --> 00:38:07,586 I think you... 841 00:38:07,620 --> 00:38:10,482 - Oh, but you're so tall. - Yeah. 842 00:38:10,517 --> 00:38:12,965 - It's, like, it's amazing. I'm so happy. 843 00:38:13,000 --> 00:38:16,103 I never thought something like that can happen to me. 844 00:38:16,137 --> 00:38:17,517 - Kenia, 845 00:38:17,551 --> 00:38:20,310 can you tell me, how was my cooking? 846 00:38:20,344 --> 00:38:22,482 - It was still bad. 847 00:38:22,517 --> 00:38:26,620 - I had a tremendous respect watching you in the kitchen 848 00:38:26,655 --> 00:38:30,034 preparing the food, the contact with the guests. 849 00:38:30,068 --> 00:38:32,862 I really, really loved your concept 850 00:38:32,896 --> 00:38:35,724 for your future restaurant, Caribbean Splash. 851 00:38:35,758 --> 00:38:36,931 - Thank you. 852 00:38:36,965 --> 00:38:40,379 - So I'd love to steal your idea. 853 00:38:40,413 --> 00:38:42,344 - You want to steal my... 854 00:38:42,379 --> 00:38:44,310 - What you're talking about is everything we want 855 00:38:44,344 --> 00:38:46,310 to do in Club Med. - Oh, my God. 856 00:38:46,344 --> 00:38:48,862 - So we're gonna fly you to south of France, 857 00:38:48,896 --> 00:38:50,931 where you're gonna meet all the top chefs of Club Med 858 00:38:50,965 --> 00:38:52,413 around the planet, 859 00:38:52,448 --> 00:38:55,344 and then we build in Club Med 860 00:38:55,379 --> 00:38:58,965 "Caribbean Splash by Chef Kenia." 861 00:38:59,000 --> 00:39:00,241 - Are you serious? Is this a joke? 862 00:39:00,275 --> 00:39:01,448 - No, I'm serious. 863 00:39:01,482 --> 00:39:02,586 - Is this a joke? - I want that 864 00:39:02,620 --> 00:39:04,379 to be your platform to test 865 00:39:04,413 --> 00:39:07,517 what you're restaurant's gonna be in the future. 866 00:39:07,551 --> 00:39:09,896 - Thank you so much, David. 867 00:39:09,931 --> 00:39:12,689 - I was very touched when you share, 868 00:39:12,724 --> 00:39:15,448 you know, the tragic loss about your brother. 869 00:39:19,655 --> 00:39:22,482 - When I see my nephew,I see my brother. 870 00:39:22,517 --> 00:39:25,724 - There's nothing I can say, so... 871 00:39:25,758 --> 00:39:28,137 but I want to help ensure 872 00:39:28,172 --> 00:39:30,758 that your nephew has a bright future, 873 00:39:30,793 --> 00:39:33,758 so I want to start a college fund for him, 874 00:39:33,793 --> 00:39:38,413 and we're gonna put $10,000 to start this college fund. 875 00:39:38,448 --> 00:39:39,655 - Oh, my God. 876 00:39:39,689 --> 00:39:43,586 This feels so unreal.Can I hug you? 877 00:39:43,620 --> 00:39:47,034 - Oh, yes. 878 00:39:47,068 --> 00:39:48,137 - Oh, my God. 879 00:39:48,172 --> 00:39:50,517 It's a dream come true. 880 00:39:52,620 --> 00:39:54,379 - Junior, I really want to thank you 881 00:39:54,413 --> 00:39:56,448 for the day we spent together. 882 00:39:56,482 --> 00:39:58,517 Junior, I was not a good bartender. 883 00:40:01,724 --> 00:40:04,068 What I have--I wanted to talk to you is something 884 00:40:04,103 --> 00:40:05,793 I'm not really proud of. 885 00:40:05,827 --> 00:40:07,241 Some of the rooms we use 886 00:40:07,275 --> 00:40:09,724 for accommodation is not acceptable. 887 00:40:09,758 --> 00:40:13,103 Junior, I'm very sorry about this. Really. 888 00:40:13,137 --> 00:40:15,034 So we decided 889 00:40:15,068 --> 00:40:19,137 to invest $100,000 890 00:40:19,172 --> 00:40:21,000 for the 26 rooms. 891 00:40:21,034 --> 00:40:23,241 Where you are right now is gonna be renovated... 892 00:40:23,275 --> 00:40:24,517 - Thank you. - To make sure 893 00:40:24,551 --> 00:40:27,034 that they're the right standard for you, 894 00:40:27,068 --> 00:40:28,931 as for any employees within this company 895 00:40:28,965 --> 00:40:30,344 that stay in this property. 896 00:40:30,379 --> 00:40:32,758 - Thank you, sir. 897 00:40:32,793 --> 00:40:34,344 - I really like people with ambition, 898 00:40:34,379 --> 00:40:36,310 so we want to get you in France 899 00:40:36,344 --> 00:40:39,482 following a manager at the bar 900 00:40:39,517 --> 00:40:40,827 in one of our ski resorts. 901 00:40:42,448 --> 00:40:46,103 - And our goal is to make you a bar manager. 902 00:40:46,137 --> 00:40:48,034 - I am ready to learn. 903 00:40:48,068 --> 00:40:49,517 - When we were together, 904 00:40:49,551 --> 00:40:52,689 I think the most incredible moment for me 905 00:40:52,724 --> 00:40:56,862 is when we talked about your grandmother. 906 00:40:56,896 --> 00:40:59,379 I want to make sure that when you're gonna be away 907 00:40:59,413 --> 00:41:01,896 you know there's somebody with her all the time, 908 00:41:01,931 --> 00:41:05,137 so we decide to pay for two years 909 00:41:05,172 --> 00:41:10,034 for a caregiver for your grandmother. 910 00:41:10,068 --> 00:41:11,965 - Thank you, sir. 911 00:41:12,000 --> 00:41:15,172 Can I give you a hug? - Yeah. 912 00:41:15,206 --> 00:41:20,586 - I can't imagine how my life is going to change right now. 913 00:41:23,103 --> 00:41:26,034 - I went undercover to see if this company was ready 914 00:41:26,068 --> 00:41:28,310 for the expansion plan we have in front of us, 915 00:41:28,344 --> 00:41:31,827 and I had the opportunity to work with amazing people. 916 00:41:31,862 --> 00:41:33,620 I saw incredible things. 917 00:41:33,655 --> 00:41:36,000 I also saw things that I didn't like, 918 00:41:36,034 --> 00:41:39,310 and I'm committed to fix them. 919 00:41:39,344 --> 00:41:41,034 And I feel now confident 920 00:41:41,068 --> 00:41:43,724 that we're not only ready for the expansion plan, 921 00:41:43,758 --> 00:41:47,241 but for the next 70 years.