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Honouring U 2015 Amethyst Awards Assisting U Employee Assistance Program Volume II Issue III Message from the Leadership As the end of the year draws near on our 20th anniversary we also celebrate the evolution of the Atlantis brand here on Paradise Island. In this issue of H2U we celebrate exceptional talent from the 2015 Amethyst Awards Winners to the inaugural graduating class of the James Burnett Training Academy. We also shine the spotlight on A Day in The Life of three exceptional employees as well as showcase departments that are committed to our core values. We share some wonderful new renovations to our resort as we continue to exceed guest expectations. And finally we offer helpful information on the Employee Assistance Program. We are so excited about our future and that you are here to share in it. Keep up the great work. Enjoy H2U symbolizes the fusion of our amazing product represented by water H2O and the core element of the Atlantis brand You U. U are the element that gives Atlantis life the ingredient that creates the wow guest experience of Atlantis. Paul Burke President Managing Director Karen Carey Sr. Vice President Human Resources 2 Weve Heard U Many Voices One Vision Honouring U 2015 Amethyst Awards Practice What U Preach Teams Committed to our Core Values HUman Spotlight A Day in the Life of an Atlantis Employee The FUture is Bright All New at Atlantis CongratUlations Casino Dealer Certification OpportUnities for Growth Elmira Scholarship Program HUman Element What People are Saying About U Assisting U Employee Assistance Program October 2015 Marv Cunningham F B BartendarCashier 4 5 6 7 8 9 10 11 12 Samantha Fraiman Weddings Special Events Manager Tiffany Farquharson Social Events Sales Manager Sherry Garcia Weddings Special Events Manager Jessi Hill Executive Director Weddings Special Events Cover Employees From Left to Right 3 WeveHeardU MANY VOICES ONE VISION Our brand starts with you and your opinions matter. Our 2015 Employee Engagement Survey responses showed your passion for and commitment to our company. Our scores showed that our teams strongly believe in the Vision of our company and are proud to be a part of the Atlantis brand. We appreciate your participation and recognize opportunities for improving Management Effectiveness through building trust and encouraging fairness across our resort. Lets turn your feedback and ideas into action and work on this together to be even better and make our employee experience exceptional. 4 Honouring U 2015 AMETHYST AWARDS Atlantis Paradise Island continues to celebrate the amazing efforts of its most valued assets the thousands of team members who show up each and every day to ensure that guests of the resort have a memorable stay. The recently held Amethyst Awards are a part of the Crystals Series of Awards held quarterly highlighting Atlantis brightest stars and placing them in the running for the highly coveted end- of-year Crystals Diamond Awards. Sticking with the theme Celebrating Colleagues Who Provide Passionate Service this years Crystals Amethyst Awards recognized 125 line staff nominees 12 manager nominees and 3 leader nominees vying for the win. When it was all said and done 37 line staff winners emerged from the heart of house and front of house categories collectively. Stephen Wilson from Coral Beach Towers Uniformed Services POMECs Franklyn Armbrister and Casinos Anishka Hunt were named Amethyst Managers of the Quarter and Food Beverage Administrations Arvin Humes captured the title of 2015s Amethyst Leader. 5 PracticeWhatUPreach TEAMS COMMITTED TO OUR CORE VALUES The Guest Activities Special Events Weddings and Entertainment teams joined together to compete in the Core Values Divisional Competition performing their way to the top and winning first place. This newly formed team had a desire to ensure all its members embraced our Core Values. Each Director was tasked to define what actions would count as meeting a Core Value. When a Core Value was observed a Core Values Buck was issued. Some examples included developing a new idea to improve the business creativity receiving mention in JDP exceptional and resolving guest concerns with patience respect. Two raffles were held allowing team members to redeem their Core Values Bucks for prizes. In true Guest Activities style creativity was the name of the game and team successfully embraced the companys new Core Values. PASSION Each member joins at least one continuing education webinar on industry Food Beverage trends annually. RESPECT The department participates in an annual team building community service project to promote teamwork and compassion for others. URGENCY They consistently respond to all correspondence within 24 hours. CREATIVITY Conference Planning Managers compile custom banquet menu options into a comprehensive document to promote creative menu options for our guests. The Conference Planning Team is dedicated to delivering EXCEPTIONAL service to its internal and external customers through these team initiatives 6 HUmanSpotlight A DAY IN THE LIFE OF AN ATLANTIS EMPLOYEE Atlantis Celebrations the newest division of Love Atlantis is dedicated to providing EXCEPTIONAL customer service. As the Social Events Sales Manager of Atlantis Celebrations Tiffany is the first point of contact for social groups. She displays URGENCY when working with her clients to ensure all requests are handled effectively and promptly. Tiffany is extremely PASSIONATE about creating memorable vacation experiences for guests celebrating special occasions. Earlier this year she received rave reviews from a group stating Tiffany Farquharson is a phenomenal employee. She was attentive and timely. She is the reason we were able to come and bring such a large group. Cove Guest March JD Power Comment. Tiffany takes initiative and continues to explore CREATIVE ways to enhance the guest experience from start to finish with her innovative thinking and commitment to being EXCEPTIONAL. TIFFANY FARQUHARSON Social Events Sales Manager As an RCC Coordinator in the Resort Call Center Jalesa is tenacious in her role. She consistently delivers EXCEPTIONAL customer experiences to internal and external guests who dial into the Call Center. She has a sense of URGENCY and is a problems solver taking ownership of concerns presented to her and following them through to resolution. Jalesa pays attention to details anticipates the needs of the guests and uses her empowerment to take immediate action. She is not only a team player in the Call Center she jumps in wherever she is needed. Recently while visiting another department she saw guests waiting in line and without hesitation rendered assistance. She is PASSIONATE about her role as an RCC Coordinator and an Atlantis employee. She takes pride in her job and she strives to ensure that each guest telephone interaction with her aligns with the Atlantis brand. JALESSA HIGGS RCC Coordinator Jasmine is very much a quiet storm. Though soft spoken he is well spoken and is a thoughtful deliberate and consistent washerman. He is one of our MOST skilled and dependable workers who exemplifies the Core Values. As a Laundry washerman Jasmine is responsible for our washrooms and ensuring clean work is readily provided to our ladies for processing. With 5 years under his belt the PASSION he has for the job is evident in a new found vigor and dedication to providing quality and quantities of work He RESPECTS his teammates enough to always bring a sense of URGENCY to everything he does because he understands that in the Laundry time is of the essence. Jasmine has a cool easy-going demeanor and while he CREATES a mood that puts people at ease he also sets high standards for himself and those who work with him. A truly collaborative driven and team-conscious worker Jasmine has truly proven to be invaluable to the Hall of Suds JASMINE BETHEL Washerman 7 The FUture is Bright ALL NEW AT ATLANTIS POSEIDONS TABLE OPEN DEC 2015 Poseidons Table formerly Marketplace will be a completely renovated space enhanced by new fixtures and elements that emanate the notion of being in the sea such as coral reefs and underwater air bubbles. The open spaces throughout ignite a comfortable dining atmosphere surrounded by the watery elements once commanded by a mythological king of the sea. Atlantisiscommittedtoexceedingguestexpectationsandimprovingtheguestexperiencebyconstantly innovating. In staying connected with the modern traveler and relevant trends weve partnered with interior architect and designer Jeffrey Beers and are excited to share some new and greatly improved venues at Atlantis. SALON PRIV OPEN NOV 2015 An all new Salon Priv will open in the Atlantis Casino replacing Pegasus Race Sports Book offering Atlantis guests a swanky upscale high limit gaming area. A Swarovski chandelier and 16 foot curved glass aquarium teeming with exotic marine life are just a few of the details to be found. PLATOS LOUNGE OPEN FEB 2016 Platos Lounge will reopen completely transformed in both layout and design. There will be four unique settings within the overall space. The central bar will be most prominent offering four large flat screen TVs and seating for forty. A raised lounge will offer additional seating for sixty and a small stage for entertainment. A library lounge will offer an ideal setting to relax after a long day and a brand new patisserie will offer quick bites for breakfast lunch dinner and late night snacks. COVE OCEAN SUITES COMPLETED MID-MAY 2016 Cove Ocean Suites will undergo a soft goods refurbishment. The Coves stylish and upscale guest experience will be enhanced further by new headboards carpets and colorful wall art. The tower will remain fully operational throughout the project with a rolling renovation plan in order to minimize guest disruption. 8 CongratUlations CASINO DEALER CERTIFICATION One step closer to our dreams This was the sentiment expressed by the graduates of the recently dedicated James Burnett Training Academy on July 15 2015. Twenty five employees recently completed a ten week training course in the fundamentals of Blackjack and are the first alumni to graduate from this academy. The employees comprised various departments throughout the resort namely Culinary Security Warehouse Front Office and Casino Cage. The training academy was named in honor of Mr. James Burnett who recently passed away. A forty-year casino veteran and an author it was only fitting that the training room be dedicated in his memory. With greatpridethegraduatescollectedtheircertificates.Onegraduate shared that for years he desired to join the elite group of Table Games professionals but the cost was a deterrent. He was happy to learn that Atlantis offered training to successful employees at no cost and that prior experience wasnt necessary. The new graduates now have the opportunity to work as On-Callers in the casino department and will be considered for any future new opportunities. JOIN US IN CONGRATULATING THESE GRADUATES 9 OpportUnities for Growth ELMIRA SCHOLARSHIP PROGRAM Our colleagues benefit from this relationship through ongoing scholarship opportunities available to Atlantis colleagues and their children. Degree offerings cover a broad spectrum ranging from Accounting to Pre Medicine. To date an impressive number of our very own have graduated from Elmira as beneficiaries of this scholarship opportunity which is considerably subsidized by Atlantis for those who have qualified. Kayshannique L. Collie is one such success story. She received her Bachelor of Arts Degree in Theater from Elmira College with combined credits from an Associates Degree in Law and Criminal Justice from the College of The Bahamas. After graduation Kayshannique moved to Los Angeles and held positions as casting director producer screen writer editor director and actress in the film and television industry. After several years in that industry she found her true calling as an author life coach and motivational speaker and has just released her first book Soar Through Life with a Fervent Spirit. Kayshannique is currently speaking at workshops and promoting her book in California and has almost completed a second book. Her first book can be found on Amazon and will soon be available in the Logos Bookstore in Nassau. Lets encourage each other to take full advantage of every opportunity to become Exceptional With a commitment to offer a range of development opportunities for over three decades Atlantis has partnered with Elmira College in Elmira City New York. Atlantis offers an exchange program to Elmiras international Business majors giving them a seven week internship opportunity at our resort. The student is placed across several divisions so as to gain professional exposure and first hand work experience. Kayshannique L. Collie 1010 HUman Element WHAT PEOPLE ARE SAYING ABOUT YOU Future Royal Towers Guest Mrs. Denise Milanowski went out of her way to recognize Ansha Brathwaite for the legendary service she received during her reservation process. The airline was not able to obtain an approval on Mrs. Milanowskis credit card for the flights Atlantis had booked and the ticketing departmentwastryingtoreachherviaemail.Anshafolloweduponthereservationthenextdaytomake sure that everything went OK. Mrs. Milanowski was wowed with Anshas initiative to take ownership of the situation placing several calls until she was able to speak with her regarding the matter. Ansha immediately teamed up with ticketing to ensure our future guest got the same flight she originally wanted and at the same price. Mrs. Milanowski stated that Ansha offered her the best service she ever received from any resort reservations center. Ansha Brathwaite left an EXCEPTIONAL impression by demonstrating URGENCY to resolve the issue exuding PASSION for what she does embracing our core values and contributing to our brand success A recent Cove Guest and Lifetime Premiere Marriott Rewards Member Todd Foster took the time to write a letter highlighting several exceptional employees that made his stay outstanding. As a seasoned traveler he has experienced the spectrum of customer service and expressed that the leadership team should be proud of entire team at The Cove. Below is an excerpt from Mr. Fosters letter I can say I have never experienced the level of friendliness professionalism and customer service from an entire staff like I did this week. Carlyle Johnson at the Crescent Lounge was great to ensure all of our needs were met including taking the time to show me various suite options for my family and me upon our return in July. Eugene Rolle Bradley Joseph and the entire staff at The Cove Club were incredible. After checking in they remembered our names and welcomed us with open arms constantly asking to see if we were enjoying our stay and genuinely probing to see if they could do anything to enhance our experience. It reflected on outstanding training and exceptional people. Ms. Elaine Cleare was our housekeeper for the week. What a joyful person. She was so kind to check on my wife when she was ill with a migraine headache one day. Any time she saw me in the halls she asked about Mrs. Foster. She also helped calm many guests when power was lost. I enjoyed our daily conversations and appreciated her smile and encouragement. Again a reflection of the customer service approach that is obviously being taught and executed by wonderful people. This Cove Team is truly Exceptional Ansha Brathwaite Atlantis Paradise Vacations Travel Specialist Elaine Cleare The Cove Housekeeper Carlyle Johnson The Cove Club Coordinator Eugene Rolle The Cove Club Coordinator Bradley Joseph VIP Manager 11 Assisting U EMPLOYEE ASSISTANCE PROGRAM CONNECT TO THE PEOPLE AND RESOURCES THAT CAN MAKE A DIFFERENCE IN YOUR LIFE. WHO IS ELIGIBLE All full-time and permanent part-time Atlantis employees and their lawful spouses significant others unmarried dependent children ages 18 and under or full-time students ages 25 and under. My EAP APP offers you Expert health and wellness information LifeSpeak On Demand video clips with advice from experts Secure and confidential e-counselling registration and portal access Interactive stress and relationship assessment tools EAP support services information EAP contact details for support anytime anywhere HOW TO CONTACT EAP Toll Free 866.290.4423 or dial ext. 64357 SHEPELLFGL.COMGOATLANTIS MY EAP App Downloadable in the App Store or Google Play We all struggle at times with career or personal challenges and could benefit from someone to speak with. Atlantis offers an employee assistance program EAP designed to help you solve these challenges. Available 24 hours a day 7 days a week by toll free number website or APP EAP is designed to be there for you when you need it. You will receive confidential support fast and at no cost to you. And if you need more specialized or longer-term support EAP will assist in selecting an appropriate specialist or service to provide assistance.