TORONTO — Everyone knows the expression that says you have to walk a mile in someone’s shoes to know what they’re going through.

For Playa Hotels & Resorts’ team of BDMs here in Canada, that means a strong retail background that ensures a deep understanding of travel advisors’ needs.

“At Playa, we want agents to know that our Canadian BDM team is dedicated, knowledgeable, and always ready to support them. We truly have the best in the business! With a background in retail, our team understands the pressures of being a travel advisor,” says Amanda Morris, Director of Sales USA & Canada.

Freddie Marsh holds down the fort out west as Playa’s BDM, Western Canada. Playa’s Ontario BDM is Andi Bacho. And Christopher Jeffrey-Racine is Playa’s BDM for Quebec and Atlantic Canada.

All three have extensive backgrounds in the travel industry, with several stints as travel advisors between them.

Says Morris: “Freddie, Andi and Christopher bring a wealth of knowledge and are invaluable resources, committed to helping agents grow their businesses.”

The team is also committed to helping travel advisors celebrate their successes. Earlier this month the company’s top agent partners were fêted at Playa Hotels & Resorts’ 2024 Spotlight Awards, held at Hyatt Ziva Cancun.

SERVICE FROM THE HEART

Travelweek caught up with Morris in the days after the big event, to hear more about Playa Hotels & Resorts and its ‘Service From the Heart’.

‘Service From the Heart’ is Playa’s guiding principle, its north star. It’s an ethos that has served the company well and keeps the company grounded and focused on what matters most – exemplary customer service – as it aligns itself with some of the biggest brands in the business.

Hyatt Ziva Puerto Vallarta

Expanding this array of brand partnerships is one of many items on Playa’s list for growth over the next few years. Says Morris: “We will continue aligning with internationally recognized and trusted brands, expanding our portfolio with partnerships like those with Hyatt, Hilton, Wyndham, Marriott, and IHG.”

Playa Hotels & Resorts has almost two dozen resorts across Mexico, the D.R. and Jamaica. Says Morris: “We began with Hyatt Ziva (for all ages) and Hyatt Zilara (adults only), notably launching the first all-inclusive Hyatt in the world with Hyatt Zilara Cancun.

“Following our success with Hyatt, we have formed partnerships with Hilton, Wyndham, and Marriott. Noteworthy properties include the luxurious Sanctuary Cap Cana and the upcoming Paraiso de la Bonita, both part of Marriott’s Luxury Collection.

Wyndham Alltra Samana

“We are also thrilled to announce our latest brand partner, IHG, with the first all-inclusive Kimpton Hacienda Tres Ríos Resort, Spa & Nature Park set to open later this year.”

She adds: “Playa has always aimed to align with internationally recognized and trusted brands. With these strategic partnerships, Playa continues to redefine the all-inclusive experience, offering unparalleled quality and service to our guests across stunning destinations.”

Morris notes Playa’s other goals for the next several years. “We have an incredible team that is always on the lookout for new opportunities,” she says. “These strategies are designed to ensure that Playa Resorts continues to lead in the all-inclusive market, providing exceptional experiences for our guests.”

Here’s a look …

• New property developments: “We aim to grow our portfolio further, enhancing our presence in the all-inclusive market,” says Morris. “This includes upcoming properties like the Kimpton Hacienda Tres Ríos Resort, Spa & Nature Park, Paraiso de la Bonita, a Luxury Collection Adult All-Inclusive Resort, Riviera Maya, and Wyndham Alltra Punta Cana.”
• Enhancing guest experience: “We are committed to continuously improving the guest experience through upgrades to existing properties and the introduction of innovative amenities and services.”
• Sustainable practices: “From the start, Playa Hotels & Resorts has prioritized supporting our local communities and employees. We’re committed to being responsible corporate citizens, focusing on sustainable environmental practices.”

Hyatt Ziva & Hyatt Zilara Rose Hall

Travelweek asked Morris if she could sum up the Playa resort experience in three words.

Her picks? First up, ‘Consistent’. “Playa ensures a high-quality experience across all its properties, providing guests with dependable amenities and standards.”

Next is ‘Service’. Says Morris: “The resorts are renowned for their exceptional ‘Service From the Heart’, prioritizing guest satisfaction and personalized attention.”

And finally, ‘Culinary’. “Playa excels in delivering outstanding dining experiences, with diverse and gourmet options that cater to various tastes and preferences.”

“TRUE PLAYA SUPPORTERS”

Close to a dozen Canadian travel advisors were honoured at the Playa Hotels & Resorts 2024 Spotlight Awards, plus two host agencies took home awards as well. Trevello won the Momentum Award – Canada, while The Travel Agent Next Door was named Top Selling Agency – Canada.

Zeroing in on two of the individual award winners from the Canadian retail trade, Travelweek asked Morris about Red Label Vacations’ Vikas Malhotra, who won the Top Selling Agent – Canada, and TTAND’s Angie Brevetti, who won the Ambassador Award – Canada.

“Vikas is a true Playa supporter who goes out of his way to stay up to date with everything Playa,” says Morris. “He takes the time to visit our properties, whether on FAM trips or for his own vacations.”

And Brevetti? Morris says the prestigious Ambassador Award “honours individuals who truly embody unwavering commitment, steadfast support, and the true spirit of partnership. Angie’s dedication to Playa is unmatched, showcasing her unwavering commitment through consistent support and active involvement. She not only excels in her professional duties but also inspires others with her enthusiasm, expertise, and dedication.”

Both advocate for the Playa brand within the travel agent community, says Morris, adding that the company is incredibly grateful for their continued support.

This year’s Spotlight Awards lauded the accomplishments of 100+ attendees, who were all treated to culinary adventures, unique entertainment, and whimsical surprises inspired by the magical world of Willy Wonka.

“Our Spotlight Awards are an incredible annual event where we host our most loyal and supportive travel advisors,” says Morris. “This year, we spent three amazing days at Hyatt Ziva Cancun, enjoying exceptional food, outstanding service, and fantastic entertainment – three of Playa’s pillars. The highlight of the trip is our Awards Gala. We all get dressed up and celebrate the successes of the past year! Many advisors qualify to attend this event year after year.”

Hyatt Ziva Cancun

Travel advisors looking to learn more about Playa Hotels & Resorts can check out Playa’s travel agent platform, AgentCASH+. The AgentCASH+ site is where travel agents can report their bookings and accumulate points for perks. The site also has a learning centre with in-depth training, a comprehensive resource center filled with sales tools, media library, webinar recordings, agent rates and more.

Put simply, the AgentCASH+ site has “all the knowledge they need to confidently recommend Playa Resorts,” says Morris.

This article appears in the June 27, 2024 edition of Travelweek; click here. More information about Playa Hotels & Resorts is at https://agentcashplus.com/ and https://www.playaresorts.com/.