On Tuesday, April 29, 2025, we gathered in the Ballroom for our Q1 Associates General Meeting. The event, themed "Embracing Heart and Celebrating Happiness," was a testament to our dedication to creativity, teamwork, and the launching of the HEART Model.

Our Human Resources Director, Tessely Koolman, opened the meeting and warmly welcomed our associates, setting the tone with positive energy and uplifting vibes that resonated throughout the session.

The HEART Model was launched by an engaging presentation by Human Resources Assistant Henry Diaz and HR Manager Sudi Guda, emphasizing the importance of the HEART Model (Hear, Empathize, Apologize, Resolve, Thank). In addition, the Make It Right Toolbox was introduced, sharing actionable ideas from different departments on enhancing service recovery. Lynette Do Nascimento, Assistant Front Office Manager, shared their strategies and examples of successfully implementing the Make It Right Toolbox.

Jessica Franken our Assistant General Manager shared a heartfelt guest engagement story, illustrating the impact of the HEART Model in real-life scenarios.

Sudi Guda, Human Resources Manager conducted a survey for the upcoming Christmas Party.

Our General Manager, Joe Najjar, presented the Happiness Award, showcasing a short video celebrating the achievement and the creative activations that led to the win. Joe spoke about the impact and the importance of creativity and teamwork.

Aruba Tourism Authority who came up with the happiness day competition brought a surprise "treat" to celebrate La Cabana's win. Poffertjes van Pofferdorie Aruba was waiting at the associate special parking space to give all our associates delicious and freshly prepared poffertjes. We had upbeat music playing, which kept everyone energized. Refreshments included a variety of beverages, ensuring everyone had something to enjoy while celebrating the occasion.

The AGM was a vibrant celebration of our achievements and a reaffirmation of our commitment to guest service excellence. The launch of the HEART Model and the Make It Right Initiative were key highlights, showcasing our approach to service recovery and service excellence.

The Q1 AGM was a memorable event, filled with inspiration and celebration. As we move forward, we remain committed to embracing HEART and Celebrating Happiness, ensuring that our guest service continues to shine.