Original subtitles

More than 100 of America's biggest bosses...

- I just hope I can keep up with the guys.

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.

More than $20 million

have been awarded to employees.

- I'll write up a check for $250,000.

- Oh, my God.

And millions of lives...

- I'm gonna pay off the mortgage.

Changed forever.

- For real? - This is real.

The greatest reward is to see people live their dream.

- That's a life changer.

Tonight...

"Undercover Boss" goes international...

- The success is never guaranteed.

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.

Boss Xavier Mufraggi,

CEO of North America, gets hands-on...

- Whoa, whoa, whoa, whoa, whoa. You want to wreck the bar?

And tries to cut it...

- No?

- No way we're gonna be in time.

At his resorts in the Caribbean and Mexico...

And discovers that real life for his employees...

- There are a lot of things to change.

Is far from paradise.

- What I saw was absolutely unacceptable.

I was shocked.

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.

All this next on "Undercover Boss."

- 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.

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.

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.

- Girls, are you ready to see David?

- Yes. - Yes.

- I'm ready.

- Ohh. - 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."

- Bye, love.

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.

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.

Coming up...

- There are a lot of things to change.

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.

Cheers.

- Whew. - Well, we're gonna

take a break.

- Let's go. - Let's go.

- What do you like in doing the 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.

- 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.

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 be cooking tacos.

Do you have any kitchen experience?

- None. - Zero.

- Zero. - Okay. Well, I'll help you.

- Yeah. - You can change up,

and I'll meet you in the kitchen.

- Thank you. See you in a minute.

- You're welcome.

Is it better?

- It is better, but your beard is 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 made guacamole or salsa?

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 Bahamas is really too small for me.

I want to expand out.

In the future, I want to own my own restaurant.

So I want to have a bit of every cuisine

from different islands in 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.

- Kenia wants to show me the accommodation of the resort.

- This is where the 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 open your own restaurant.

- Yes.

- So what's your personal story?

- 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 sorry for 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.

Coming up...

- Juanito, are you okay?

The boss gets hands-on in Cancun, Mexico.

- One, two, three, four, five.

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.

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 planning to 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 cake and the canopy's on this side.

And definitely we would need some 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 start right 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.

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?

- 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 you a lot of opportunities.

- So what's next? - If it's possible,

becoming a chief of village,

which is like the general manager.

- Uh-huh.

- But Club Med is a French company.

French culture, it's very deep,

and I've heard that for some of us Mexicans,

it's tough to 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 am supporting my mom economically.

I had two family members

that passed away,

and they were really close to me.

- Mm-hmm.

- One of them was my 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.

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.

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?

- 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 place is 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 ambulance arrive here.

- Mm-hmm.

- Well, I cry a little bit,

'cause I thought he 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.

- 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 play with 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.

- 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 times what 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 be a successful professional,

help my family,

and I think I'm going the 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.

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."

Coming up...

- Oh, my God.

The boss faces up to the issues he's uncovered...

- Junior, I'm very sorry about this. Really.

And delivers life-changing news.

- Oh.

- 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....

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.

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.

- 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.

- 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.

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.

- 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.

- 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.

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