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This week
on Undercover Boss...
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For the first time ever,
a former boss returns
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for a second go-around.
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I love it.
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Stephen J. Cloobeck,
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the most explosive boss
in the series history.
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- My name is Steve Cloobeck.
- Hi.
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I'm gonna go see your supervisor,
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and I'm gonna find out
what's going on here
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00:00:22,004 --> 00:00:25,205
at this call center. Get me out of here.
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The chairman and CEO
of Diamond Resorts International
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looks to expand its ever-growing
worldwide empire
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by taking control of a failed business...
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Pacific Monarch Resorts.
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The employees think
he's on a reality show,
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where he's competing to win
funding from an investor
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to start his own boutique hotel.
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- Marcus.
- Hi.
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- So you're the contestant?
- Yeah.
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I'm here to learn some things from you.
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All righty.
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This time, he'll do everything
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from going undercover as a guest
in one of his resorts...
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Absolutely filthy.
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To being the first
boss to travel to foreign soil.
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- Did I get you wet?
- I'm a little wet.
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But will he be able
to keep his cool
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the second time around?
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Look at this. That right there
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is having to come along
and do touch-up paint.
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I was shocked.
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I couldn't have a guest occupy
the room we were in.
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There are privacy laws on that.
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You're probably right.
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What they're doing is wrong!
That's a problem for me.
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How can we make this mistake?
Come on, guys.
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This is insane.
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Find out next on Undercover Boss.
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Undercover Boss 4x04 - Diamond Resorts: Take 2
Original air date November 30, 2012
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Sync and corrections by atrn97g
for www.addic7ed.com
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With its global headquarters
in Las Vegas, Nevada,
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Diamond Resorts International
is one of the most successful
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time share organizations in the world.
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With 228 properties in 28 countries,
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Diamond Resorts International
offers vacation destinations
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for 600,000 guests worldwide.
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Returning for his second journey
undercover is one man.
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I'm Stephen J. Cloobeck, chairman and CEO
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of Diamond Resorts International.
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I've been very busy at Diamond Resorts.
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Since we last filmed, we have acquired
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numerous bankrupt companies.
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And we've just acquired,
out of bankruptcy,
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Pacific Monarch Resorts.
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Pacific Monarch Resorts
was founded in the late '80s,
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and it's a group of about nine resorts
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in California, Nevada, and in Mexico.
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The crown jewel
of Pacific Monarch Resorts...
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the Cabo Azul Resort And Spa.
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We acquired Pacific Monarch Resorts
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because it gives us a tremendous
west coast presence now
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that we really didn't have.
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However, I've only visited
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a couple of these properties in person.
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The most important thing
I learned from my first journey
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was that it's my responsibility
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to give great service.
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What's going on, guys?
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Are we taking good care of everybody?
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- Okay.
- All right.
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The meaning of "yes" means
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never say no to a guest.
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Do anything a guest asks
to make the guest happy.
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I strive for that each and every day.
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To have the opportunity now
to go undercover
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with Pacific Monarch Resorts
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and find out before we start fixing
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the issues at the properties...
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what, really, is going on?
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I have to worry about
the dust in the vents,
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the dirt underneath the bed.
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Aha. Like always.
"Yes, we clean under here too."
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If I'm not worried about that,
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who else is gonna be worried about it?
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I do have great aspirations
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of being one of the greatest
hoteliers in the world.
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Being one of the greats means
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having thousands of properties worldwide.
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Thank you.
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And I won't stop till I get there.
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What a blessed life I live.
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Hey, guys, dinnertime.
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Do we do a little cheers?
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- It's a fantasy life.
- Good luck.
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Second time around should be even better.
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I knew my costume the first time
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was just horrific.
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This time I'm in charge
of my hair and makeup.
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I'm gonna have a stylist do my hair.
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I love it.
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Hey, Steve.
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I'm gonna have my doctor come over
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and pierce my ears.
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Oh, my God!
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Holy crap! Oh, my God!
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- You did it.
- You're done.
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I went to my dentist,
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and I had invisalign teeth made
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so my teeth would look a little ratty.
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I'm gonna insure that this disguise
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won't look silly, like the last time.
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I'm going undercover
at Pacific Monarch Resorts
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to make sure that all these properties
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are operating at a high enough level
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so they can all be re-branded
Diamond Resorts.
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While I'm undercover,
I'll be posing as Mark Largos,
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a former construction worker
from Bakersfield, California,
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who lost everything during the recession.
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Throughout my undercover journey,
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my team members will be tricked
into thinking
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they're on a hosted reality show
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in which they will work alongside Mark,
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and then decide whether
he deserves to win funding
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from an investor to start
his own boutique hotel.
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Now, today we have Veronica.
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Mucho gusto, Veronica.
Mucho gusto. Nice to meet you.
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The woman pretending to be the host
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of this fake reality show
will keep asking questions
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about whether Mark deserves the money,
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so my team members will have no idea
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that this is secretly Undercover Boss.
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Today, I'm at Cedar Breaks Lodge
in Brian Head, Utah.
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This is a very unique
property for Diamond Resorts
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because it adds
a wonderful ski destination.
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And I'm gonna do something
I've always wanted to do...
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check into one of my joints.
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I'm gonna be wearing special glasses
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that will be filming everything.
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Also, the crew got there a lot earlier
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and installed hidden cameras and mics
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in the corridors and rooms.
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So none of the resort staff
will have any idea
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they're being filmed.
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When I go undercover
as one of my team members,
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I get half the experience.
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To go undercover as a guest is probably
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the most important mission I can have.
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Because it's all about guest experience.
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So far, I noticed
the landscaping all around
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needs a lot of work.
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The entrance really needs a touch-up.
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Hey... Mark Largos.
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That's great. Thanks.
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Non-smoking sign on the front door.
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Very tacky.
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Old-time sofa bed.
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Needs some work.
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Look at this vent.
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It needs to be wiped down.
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Absolutely disgusting.
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Uh-oh.
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Absolutely filthy. There's a lot of issues
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in housekeeping and maintenance here.
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Shocking.
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Housekeeping. This is Vicky.
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I would like somebody to come
to my room from housekeeping.
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- Is that possible?
- Absolutely.
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I called housekeeping
to see the responsiveness
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of the department.
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And also to see whether
they'd say no to my request.
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- Housekeeping.
- Come on in.
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Hi, I'm Mark. What can I do for you?
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The pots and pans are filthy.
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- Okay.
- In the bathroom,
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it's, like, dirty and moldy.
What's up with that?
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I, you know, I don't know.
Can you show me?
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I need towels. I need, like, eight towels.
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In the bathroom, if you look over here,
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that's not clean.
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Can you get this stuff fixed?
Like, can you call them?
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I can go and talk to them right now.
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Dude, what happened
to your name tag? Check it out.
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Um, our H.R. guy didn't know
how to spell my name.
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- What did it say?
- "RJ."
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- That's lame.
- I know.
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And I've been working here for two years,
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and he still got my name wrong.
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I give them feedback from what
guests like you tell me.
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- Right.
- I keep telling them.
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I go, "the maintenance needs
a ton of work."
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Like, right now,
we don't have paper towels.
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And I mentioned it to my supervisor,
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and she's like, "oh, yeah,
oh, yeah, we'll look into it."
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- And then...
- Nothing.
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I would not spend that kind of money
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at a place like this.
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So you tell guests this all the time?
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I don't tell guests all the time.
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You're talking to me. You're telling me.
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Right. And I...
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I can't do anything about it.
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Exactly. So it's just...
when people tell me
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that they've got concerns and
stuff, that's when I open up.
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You should go to hospitality school.
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I'm thinking about it.
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I'm thinking about hotel management,
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or something le that.
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Did you go to college?
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I tried going after high school.
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I can't pay it, but...
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and then I got married. She had an affair.
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So it's just me and my daughter right now.
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And she's the one that keeps me
coming back here.
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I mean, it really is a lot of stress.
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But that comes with the territory.
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Hey, listen, you gotta go to work.
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See if somebody can come up here
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and maybe get me some new pots
and pans, you know?
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All right, so I'll be back, sir.
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- Thanks.
- Hey, no problem.
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You know, my heart goes out to RK a lot.
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A very thoughtful fella.
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00:09:04,192 --> 00:09:07,327
He's told management about
different issues at the resort,
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but he's not being listened to.
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So he needs some help.
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After today, he will know he's been heard.
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Yeah, come on in.
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00:09:16,037 --> 00:09:19,606
Hey.
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Just put the towels on the counter.
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Are you sure that's where
you want the towels?
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00:09:23,578 --> 00:09:24,911
- Yeah.
- That's fine.
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00:09:24,913 --> 00:09:25,945
- Hey, you got a minute?
- Yeah.
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00:09:25,947 --> 00:09:27,914
Sit down for a second right there.
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I was thinking about
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what you were telling me
in the other room.
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- And I gotta tell you something.
- All right.
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00:09:37,192 --> 00:09:38,491
Don't be nervous.
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00:09:38,493 --> 00:09:42,362
I gotta be straight with you.
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You're on Undercover Boss.
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00:09:46,635 --> 00:09:48,001
I'm Stephen J. Cloobeck, chairman and CEO
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of Diamond Resorts.
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- I own this property.
- Oh, my God.
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00:10:02,316 --> 00:10:05,352
- I gotta be straight with you.
- Okay.
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00:10:05,354 --> 00:10:07,521
I'm Stephen J. Cloobeck, chairman and CEO
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00:10:07,523 --> 00:10:08,889
of Diamond Resorts.
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00:10:08,891 --> 00:10:11,925
- I own this property.
- Oh, my God.
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You nervous?
248
00:10:16,999 --> 00:10:18,265
Just a little bit. I mean,
249
00:10:18,267 --> 00:10:20,100
I've seen the TV show
and everything before,
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00:10:20,102 --> 00:10:22,235
and I'm a tad bit...
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Well, you're a great team member.
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00:10:24,673 --> 00:10:27,440
- Thank you.
- I can't believe
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00:10:27,442 --> 00:10:29,409
how you opened my eyes today.
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00:10:29,411 --> 00:10:31,144
I owe you a debt of gratitude.
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00:10:31,146 --> 00:10:32,846
The things that you explained to me
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00:10:32,848 --> 00:10:38,318
are gonna allow me to fix
this resort so much quicker.
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00:10:38,320 --> 00:10:41,087
- So you want to go to school...
- Mm-hmm.
258
00:10:41,089 --> 00:10:42,522
I'm going to pay for it for you.
259
00:10:42,524 --> 00:10:45,559
- All four years.
- Wha...
260
00:10:53,734 --> 00:10:55,201
You gotta promise me you graduate.
261
00:10:55,203 --> 00:10:57,537
I promise.
262
00:10:57,539 --> 00:11:02,776
I'm gonna give you $25,000
to get day care.
263
00:11:02,778 --> 00:11:04,344
I want to do something special
for your daughter.
264
00:11:04,346 --> 00:11:06,446
So why don't I set up a trust fund
265
00:11:06,448 --> 00:11:08,014
for your daughter's school?
266
00:11:08,016 --> 00:11:10,150
And it'll grow to $50,000.
267
00:11:10,152 --> 00:11:13,653
It'll let you take care
of all her schooling.
268
00:11:17,925 --> 00:11:20,193
Is this real? Am I... am I dreaming?
269
00:11:20,195 --> 00:11:23,997
You're not dreaming.
270
00:11:23,999 --> 00:11:27,200
I never thought in my wildest dreams...
271
00:11:27,202 --> 00:11:30,036
I was worried.
272
00:11:30,038 --> 00:11:32,138
You don't have to worry.
273
00:11:32,140 --> 00:11:35,842
Thank you so much. I appreciate it...
274
00:11:35,844 --> 00:11:38,812
More than you'll ever know.
275
00:11:38,814 --> 00:11:40,513
You're very welcome.
276
00:11:40,515 --> 00:11:41,715
Okay?
277
00:11:41,717 --> 00:11:44,951
This is totally a dream come true.
278
00:11:44,953 --> 00:11:47,020
Now that I can be a dad,
279
00:11:47,022 --> 00:11:48,855
a huge weight is lifted off my shoulder.
280
00:11:48,857 --> 00:11:52,525
I'm so grateful, and yes,
my prayers have been answered.
281
00:11:54,662 --> 00:11:56,329
Being a guest gave me new perspective
282
00:11:56,331 --> 00:12:00,667
on what really happens
when a resort goes bankrupt.
283
00:12:00,669 --> 00:12:02,035
Things fall apart, corners are cut,
284
00:12:02,037 --> 00:12:03,336
and guests pay the price.
285
00:12:03,338 --> 00:12:06,272
These problems are truly disturbing
286
00:12:06,274 --> 00:12:08,041
there's a lot of work to be done.
287
00:12:17,251 --> 00:12:19,085
One of the goals in acquiring
Pacific Monarch Resorts
288
00:12:19,087 --> 00:12:21,888
was to expand Diamond Resorts
to the west coast.
289
00:12:21,890 --> 00:12:23,523
So today I'm visiting
one of the properties
290
00:12:23,525 --> 00:12:25,025
in Palm Springs.
291
00:12:26,894 --> 00:12:29,663
In the resort industry, it's critical
292
00:12:29,665 --> 00:12:31,765
to create long-lasting memories.
293
00:12:31,767 --> 00:12:35,201
So today I'm going to be working
as an activities coordinator.
294
00:12:40,708 --> 00:12:42,042
All in the hips. All in the hips.
295
00:12:42,044 --> 00:12:43,476
Shake it, shake it.
296
00:12:43,478 --> 00:12:46,179
The activities coordinator
is like Julie on The Love Boat.
297
00:12:46,181 --> 00:12:48,114
She's in charge of making everyone
298
00:12:48,116 --> 00:12:49,449
have a good time.
299
00:12:49,451 --> 00:12:52,719
I want to see if the activities
coordinator here
300
00:12:52,721 --> 00:12:54,220
is bubbly and lively,
301
00:12:54,222 --> 00:12:56,322
because fun is an integral part
302
00:12:56,324 --> 00:12:58,925
to everyone's vacation experience.
303
00:12:58,927 --> 00:13:00,994
- Nice to meet you. I'm Monique.
- Mark.
304
00:13:00,996 --> 00:13:02,495
I'm the activities coordinator
at the resort.
305
00:13:02,497 --> 00:13:05,098
- How are you today?
- Good, thank you.
306
00:13:05,100 --> 00:13:06,966
We're gonna do a dance class today.
307
00:13:06,968 --> 00:13:08,234
Do you dance?
308
00:13:08,236 --> 00:13:10,336
- No.
- You will today.
309
00:13:10,338 --> 00:13:11,905
There are very few things in the world
310
00:13:11,907 --> 00:13:14,074
that I am uncomfortable doing.
311
00:13:14,076 --> 00:13:16,609
One would be jumping out of an airplane.
312
00:13:16,611 --> 00:13:18,344
Two... dancing!
313
00:13:18,346 --> 00:13:20,013
I... I can't dance.
314
00:13:20,015 --> 00:13:23,049
I can't even... not even close.
315
00:13:23,051 --> 00:13:25,685
- What about if we tried...
- I'm sweating.
316
00:13:25,687 --> 00:13:27,921
Go ahead and...
oh, welcome to Palm Springs.
317
00:13:27,923 --> 00:13:29,789
Mark was hesitant.
318
00:13:29,791 --> 00:13:31,257
He wasn't really a great sport about it.
319
00:13:31,259 --> 00:13:33,126
I kind of had to force him to do it.
320
00:13:33,128 --> 00:13:39,165
The guests vibe off of you,
so if you're... lame...
321
00:13:39,167 --> 00:13:40,400
The guests will be lame.
322
00:13:40,402 --> 00:13:42,769
So we're gonna go ahead
and throw our arm out
323
00:13:42,771 --> 00:13:43,903
and our leg out.
324
00:13:43,905 --> 00:13:45,839
There you go. Step in.
325
00:13:45,841 --> 00:13:47,674
Step out. Other leg.
326
00:13:47,676 --> 00:13:50,977
- No.
- See, you know...
327
00:13:50,979 --> 00:13:54,013
so just pick up the pace.
There you go. Bring it in.
328
00:13:54,015 --> 00:13:55,081
Pick up the pace.
329
00:13:55,083 --> 00:13:56,583
How long you been doing this?
330
00:13:56,585 --> 00:13:58,184
Two and a half years.
331
00:13:58,186 --> 00:13:59,886
You know, I'm trying to build
this boutique hotel,
332
00:13:59,888 --> 00:14:02,055
so do you have any advice
you could give me?
333
00:14:02,057 --> 00:14:03,356
The guests definitely pay attention
334
00:14:03,358 --> 00:14:04,257
to what you're wearing.
335
00:14:04,259 --> 00:14:06,826
Our uniforms now are very dull.
336
00:14:06,828 --> 00:14:09,095
Especially the front desk.
Their shirts are hideous.
337
00:14:09,097 --> 00:14:11,297
Wow.
338
00:14:11,299 --> 00:14:13,500
Monique did make a comment
that the uniforms matter,
339
00:14:13,502 --> 00:14:15,301
and the guests notice them, and I agree.
340
00:14:15,303 --> 00:14:17,771
And we're gonna have
to fix that right away.
341
00:14:17,773 --> 00:14:18,938
I'm into fashion.
342
00:14:18,940 --> 00:14:21,074
So really, I want to be a stylist.
343
00:14:21,076 --> 00:14:22,542
Oh, wow. Wow!
344
00:14:22,544 --> 00:14:24,043
- A fashion stylist.
- Fashion stylist.
345
00:14:24,045 --> 00:14:26,446
- Yeah.
- That's cool.
346
00:14:26,448 --> 00:14:28,148
All right, I think we're ready
to bring the guests in.
347
00:14:28,150 --> 00:14:30,150
- Are you guys ready?
- Yeah.
348
00:14:32,921 --> 00:14:35,321
We're gonna take a step
to the side. Here we go.
349
00:14:35,323 --> 00:14:37,423
Remember, the side?
350
00:14:37,425 --> 00:14:39,559
I know. I'm doing the side.
351
00:14:41,930 --> 00:14:44,931
Forward. Forward.
352
00:14:44,933 --> 00:14:46,099
Forward.
353
00:14:46,101 --> 00:14:48,802
I feel like an absolute moron.
354
00:14:52,206 --> 00:14:55,608
No, no. No, baby. No, come on.
355
00:15:01,650 --> 00:15:03,082
You guys still having fun?
356
00:15:03,084 --> 00:15:04,617
Yeah!
357
00:15:04,619 --> 00:15:07,520
Mark had...
358
00:15:07,522 --> 00:15:09,989
No... rhythm.
359
00:15:15,497 --> 00:15:16,930
What do you think of this? Really?
360
00:15:16,932 --> 00:15:18,264
- Really? You like this?
- Yeah.
361
00:15:18,266 --> 00:15:20,033
Do you? Oh.
362
00:15:20,035 --> 00:15:21,234
Look at the little guy. He's good.
363
00:15:21,236 --> 00:15:22,702
That little guy's good!
364
00:15:22,704 --> 00:15:25,371
Little guy, come here.
What's here? What's your name?
365
00:15:25,373 --> 00:15:27,674
- Jacob.
- Jacob?
366
00:15:27,676 --> 00:15:28,975
Help me out, dude.
367
00:15:28,977 --> 00:15:31,277
Let's do it together. Come on.
368
00:15:31,279 --> 00:15:33,813
All right.
369
00:15:33,815 --> 00:15:35,782
Even though I looked
like an idiot out there,
370
00:15:35,784 --> 00:15:37,317
all the guests were having fun,
371
00:15:37,319 --> 00:15:39,185
and that's what we're trying to get at
372
00:15:39,187 --> 00:15:40,320
each and every day.
373
00:15:40,322 --> 00:15:41,621
You're doing great.
374
00:15:41,623 --> 00:15:43,756
Hey, let's give it up for Jacob.
375
00:15:43,758 --> 00:15:46,793
Big round of applause for Jacob.
376
00:15:46,795 --> 00:15:49,495
- So how did Mark do?
- Come on.
377
00:15:54,002 --> 00:15:56,903
- That was hard.
- That was hard.
378
00:15:56,905 --> 00:15:58,705
As far as getting the guests involved,
379
00:15:58,707 --> 00:15:59,772
you did do good.
380
00:15:59,774 --> 00:16:01,407
On dancing?
381
00:16:01,409 --> 00:16:03,943
One out of ten?
382
00:16:03,945 --> 00:16:07,680
One. And that's me being nice.
383
00:16:07,682 --> 00:16:09,415
But... but... but, on your people skills,
384
00:16:09,417 --> 00:16:10,416
I'll give you a ten.
385
00:16:10,418 --> 00:16:11,517
Okay.
386
00:16:11,519 --> 00:16:14,954
- You got 'em involved.
- Thank you.
387
00:16:14,956 --> 00:16:16,422
So now we're gonna go do root beer floats.
388
00:16:16,424 --> 00:16:18,291
I had an amazing day with Monique.
389
00:16:18,293 --> 00:16:19,592
She's an extraordinary girl
390
00:16:19,594 --> 00:16:21,327
because she's very passionate
about what she does.
391
00:16:21,329 --> 00:16:23,329
She gets the guest-service experience.
392
00:16:23,331 --> 00:16:27,133
She is definitely somebody
I want representing my brand.
393
00:16:27,135 --> 00:16:30,270
- Seven?
- Dude.
394
00:16:30,272 --> 00:16:33,239
- Seven root beer floats.
- Dude, are you serious?
395
00:16:39,914 --> 00:16:41,547
Yesterday, working with Monique,
396
00:16:41,549 --> 00:16:43,983
I was very happy to see
that the guests here
397
00:16:43,985 --> 00:16:45,118
are enjoying themselves.
398
00:16:45,120 --> 00:16:46,986
Since I'm already in Palm Springs,
399
00:16:46,988 --> 00:16:49,055
I want to check out another area
of the resort.
400
00:16:49,057 --> 00:16:51,357
So today I'm going
to be doing maintenance,
401
00:16:51,359 --> 00:16:53,693
so I can really see what kind
of shape this resort's in.
402
00:16:53,695 --> 00:16:55,461
Hey, is Markus here?
403
00:16:55,463 --> 00:16:57,263
- Yes, sir.
- Markus.
404
00:16:57,265 --> 00:16:58,498
- Hi.
- Hey, I'm Mark.
405
00:16:58,500 --> 00:17:00,700
Mark, you look dressed like I am.
406
00:17:00,702 --> 00:17:01,968
It's what they gave me.
407
00:17:01,970 --> 00:17:03,403
- Yes, sir.
- I'm here to learn some things.
408
00:17:03,405 --> 00:17:04,637
- So you're the contestant?
- Yeah.
409
00:17:04,639 --> 00:17:05,638
I'm here to learn some things
from you today.
410
00:17:05,640 --> 00:17:07,073
All righty.
411
00:17:07,075 --> 00:17:09,309
If there are cracks within
the maintenance department,
412
00:17:09,311 --> 00:17:10,810
that's the first way
that the guest experience
413
00:17:10,812 --> 00:17:12,045
will be damaged.
414
00:17:12,047 --> 00:17:14,614
Today, we're going
to maintenance these rooms
415
00:17:14,616 --> 00:17:16,182
and fix them, if need be.
416
00:17:16,184 --> 00:17:18,484
All right, boom, we're in.
417
00:17:18,486 --> 00:17:21,354
You gotta check things
like the doors and cabinets.
418
00:17:21,356 --> 00:17:23,356
Make sure they open and close properly.
419
00:17:23,358 --> 00:17:25,725
Even though the customer
may never touch 'em,
420
00:17:25,727 --> 00:17:28,094
we gotta turn 'em on
and make sure that, you know,
421
00:17:28,096 --> 00:17:29,495
- this is working.
- These look old.
422
00:17:29,497 --> 00:17:31,230
Oh, yeah. Well, there's a lot
of things that are old.
423
00:17:31,232 --> 00:17:32,465
Look at that. See, it's tilted?
424
00:17:32,467 --> 00:17:33,466
- Somebody twisted it.
- Yeah.
425
00:17:33,468 --> 00:17:34,701
- Look at this.
- That right there
426
00:17:34,703 --> 00:17:36,536
is having to come along
and do touch-up paint.
427
00:17:36,538 --> 00:17:39,405
This property has been neglected.
428
00:17:39,407 --> 00:17:41,607
- This place looks tired.
- Uh, it's seen its day.
429
00:17:41,609 --> 00:17:43,977
I couldn't have a guest occupy
the room we were in.
430
00:17:45,747 --> 00:17:48,281
Uh-oh, we got a call.
431
00:17:52,086 --> 00:17:54,754
We are in 2224 right now, Captain.
432
00:17:54,756 --> 00:17:57,623
So we've got a situation
with a kitchen faucet.
433
00:17:57,625 --> 00:17:59,993
Barely operating.
434
00:17:59,995 --> 00:18:01,627
We're gonna have to replace it, Cap.
435
00:18:01,629 --> 00:18:03,496
Have you ever done
one of these things before?
436
00:18:03,498 --> 00:18:05,264
- No, sir.
- No, sir?
437
00:18:05,266 --> 00:18:07,266
- No, sir.
- All right. Well,
438
00:18:07,268 --> 00:18:08,434
we'll go ahead and get you
a good set of pliers.
439
00:18:08,436 --> 00:18:10,770
Go ahead and take apart this top area.
440
00:18:10,772 --> 00:18:12,872
Find out which size it is.
I'll figure it out.
441
00:18:12,874 --> 00:18:15,541
I've gotta go and dig something up,
442
00:18:15,543 --> 00:18:17,076
- and I will be back.
- All right.
443
00:18:17,078 --> 00:18:18,845
- All righty?
- Thank you.
444
00:18:18,847 --> 00:18:20,313
All right.
445
00:18:25,019 --> 00:18:27,286
I'm gonna get it done.
446
00:18:27,288 --> 00:18:31,224
I'm using every tool in the box
447
00:18:31,226 --> 00:18:34,727
this is coming.
448
00:18:34,729 --> 00:18:36,129
I was in a fight with that sink.
449
00:18:36,131 --> 00:18:37,497
Thank God, you know,
my grandfather taught me
450
00:18:37,499 --> 00:18:39,165
how to use tools.
451
00:18:42,269 --> 00:18:44,871
He's gonna be so pissed at me
when he comes back in.
452
00:18:48,642 --> 00:18:52,512
Do it the old-fashioned way... break it.
453
00:18:56,250 --> 00:18:58,851
Yes, I can paint.
Yes, I can change light bulbs.
454
00:18:58,853 --> 00:19:01,120
Obviously, I could take apart
a plumbing fixture.
455
00:19:01,122 --> 00:19:04,557
It may be a little unorthodox
the way I did it, but I did it.
456
00:19:04,559 --> 00:19:05,958
Old-fashioned way.
457
00:19:05,960 --> 00:19:08,227
Old fa... oh, cut and remove.
458
00:19:08,229 --> 00:19:09,762
- I killed it.
- That's... wow.
459
00:19:09,764 --> 00:19:12,665
Demolition man. Mark was hardcore.
460
00:19:12,667 --> 00:19:16,235
He tore it apart with care.
461
00:19:16,237 --> 00:19:18,671
This over here is a plug.
462
00:19:18,673 --> 00:19:21,040
This is my forte right here
is electricity.
463
00:19:21,042 --> 00:19:23,609
Gonna stab this in here, like so.
464
00:19:23,611 --> 00:19:25,278
What do you want to do? What's your dream?
465
00:19:25,280 --> 00:19:27,480
My dream got shot
a long time ago, brother.
466
00:19:27,482 --> 00:19:31,484
- What was that?
- Oh... you know...
467
00:19:31,486 --> 00:19:33,953
Running an electrical business, I guess.
468
00:19:33,955 --> 00:19:36,089
But I didn't have enough capital
469
00:19:36,091 --> 00:19:37,757
to keep the entity alive.
470
00:19:37,759 --> 00:19:39,258
- You know what I mean?
- Yeah.
471
00:19:39,260 --> 00:19:40,827
You want me to help with that?
472
00:19:40,829 --> 00:19:44,163
You sure can, sir.
You can take right over.
473
00:19:44,165 --> 00:19:47,133
At one point in my life, I was, you know,
474
00:19:47,135 --> 00:19:49,302
partying and doing whatever
as a young kid.
475
00:19:49,304 --> 00:19:50,536
You do drugs?
476
00:19:50,538 --> 00:19:54,440
Yep. You could call that hooked.
477
00:19:54,442 --> 00:19:57,443
And I decided, you know what?
To hell with all that.
478
00:19:57,445 --> 00:20:01,280
You know, now that you're
all nice and flush, Captain,
479
00:20:01,282 --> 00:20:03,049
put that bad boy on there.
480
00:20:03,051 --> 00:20:06,552
- Cool.
- Boom.
481
00:20:06,554 --> 00:20:08,287
Markus was fantastic.
482
00:20:08,289 --> 00:20:09,789
The guy's got a heart of gold,
483
00:20:09,791 --> 00:20:11,624
he's persevering in his work,
484
00:20:11,626 --> 00:20:14,293
and boy, did he run on hard times.
485
00:20:14,295 --> 00:20:15,828
It's only up from here.
486
00:20:15,830 --> 00:20:17,497
No matter how many times I've failed,
487
00:20:17,499 --> 00:20:19,632
and how many brick walls I ran into,
488
00:20:19,634 --> 00:20:21,234
I kept on going.
489
00:20:21,236 --> 00:20:23,469
He's got this can-do attitude,
490
00:20:23,471 --> 00:20:24,871
and he's a hard worker.
491
00:20:24,873 --> 00:20:26,873
And he is exactly the kind of team member
492
00:20:26,875 --> 00:20:28,708
I want working for Diamond Resorts.
493
00:20:28,710 --> 00:20:30,710
We wanna go ahead,
and we wanna take these chairs
494
00:20:30,712 --> 00:20:32,712
outside, onto the balcony,
495
00:20:32,714 --> 00:20:34,113
and we wanna paint 'em.
496
00:20:34,115 --> 00:20:35,581
Do we have something
to sand these down with?
497
00:20:35,583 --> 00:20:38,050
We really don't have anything on us
498
00:20:38,052 --> 00:20:39,051
to sand them down.
499
00:20:39,053 --> 00:20:41,087
In this particular situation,
500
00:20:41,089 --> 00:20:42,388
we're gonna have to coat it over.
501
00:20:42,390 --> 00:20:44,190
Why would we paint 'em
without sanding 'em?
502
00:20:44,192 --> 00:20:45,591
That's what they want us to do.
503
00:20:45,593 --> 00:20:47,693
I just, you know...
I wouldn't agree, but...
504
00:20:47,695 --> 00:20:50,396
They needed to be sanded.
Unacceptable to me.
505
00:20:50,398 --> 00:20:53,533
It was wrong. Wrong, wrong,
wrong, wrong, wrong.
506
00:20:53,535 --> 00:20:55,201
It's all preventive maintenance, Captain.
507
00:20:55,203 --> 00:20:57,303
- All preventive maintenance.
- Really?
508
00:20:57,305 --> 00:20:59,539
As these things, you know, progress,
509
00:20:59,541 --> 00:21:01,941
maybe some of our bosses
will start taking a look
510
00:21:01,943 --> 00:21:04,710
at what's going on, and what better ways
511
00:21:04,712 --> 00:21:07,180
to better their investment.
512
00:21:07,182 --> 00:21:08,848
Your boss doesn't pay attention?
513
00:21:08,850 --> 00:21:11,217
Uh, I've never met the man.
514
00:21:13,153 --> 00:21:16,489
I see this management team
under financial strain,
515
00:21:16,491 --> 00:21:20,793
and I believe that
they have taught their team
516
00:21:20,795 --> 00:21:22,495
to just get by.
517
00:21:22,497 --> 00:21:25,464
We are at the mercy of the hotel.
518
00:21:25,466 --> 00:21:27,867
They're just basically putting
band-aids all over the place.
519
00:21:27,869 --> 00:21:30,036
And they're gonna have a bloody mess soon.
520
00:21:30,038 --> 00:21:32,038
So we're just gonna have
to dress it and go.
521
00:21:32,040 --> 00:21:34,607
This property's been
in bankruptcy for three years,
522
00:21:34,609 --> 00:21:35,575
and it shows.
523
00:21:35,577 --> 00:21:38,010
This is not what I was hoping to see.
524
00:21:50,257 --> 00:21:52,391
I'm halfway through my undercover journey,
525
00:21:52,393 --> 00:21:54,660
and it's been eye-opening.
526
00:21:54,662 --> 00:21:56,262
Monique was a bright spot.
527
00:21:56,264 --> 00:21:58,064
But after meeting RK and Markus,
528
00:21:58,066 --> 00:22:00,199
I found that no one was
leading the organization,
529
00:22:00,201 --> 00:22:01,734
and taking care of the team.
530
00:22:03,570 --> 00:22:05,805
I hope the next resort that I visit
531
00:22:05,807 --> 00:22:07,974
is in better condition.
532
00:22:10,911 --> 00:22:12,111
Coming up...
533
00:22:12,113 --> 00:22:13,446
Let me see if I can figure this out.
534
00:22:13,448 --> 00:22:16,148
Stephen shows off
his hair-styling skills.
535
00:22:16,150 --> 00:22:20,152
- No, it's too hot.
- What?
536
00:22:20,154 --> 00:22:21,454
And later...
537
00:22:21,456 --> 00:22:22,521
There are privacy laws on that.
538
00:22:22,523 --> 00:22:24,023
You're probably right.
539
00:22:24,025 --> 00:22:26,559
The boss starts
to lose his patience.
540
00:22:26,561 --> 00:22:27,693
What they're doing is wrong!
541
00:22:27,695 --> 00:22:28,995
Come on, guys.
542
00:22:28,997 --> 00:22:30,930
How can we make this mistake?
543
00:22:30,932 --> 00:22:33,532
This is insane.
544
00:22:40,921 --> 00:22:42,521
Stephen J. Cloobeck...
545
00:22:42,523 --> 00:22:43,756
Thank you.
546
00:22:43,758 --> 00:22:45,524
Chairman and CEO
of Diamond Resorts...
547
00:22:45,526 --> 00:22:47,226
Oh, my God!
548
00:22:47,228 --> 00:22:50,162
Is a boss undercover
in a broken business.
549
00:22:50,164 --> 00:22:51,697
- Nice to meet you. I'm Monique.
- Mark.
550
00:22:51,699 --> 00:22:52,631
The employees think he's
551
00:22:52,633 --> 00:22:54,800
an unemployed construction worker
552
00:22:54,802 --> 00:22:56,035
competing to win money from an investor
553
00:22:56,037 --> 00:22:58,337
to buy his own boutique hotel.
554
00:22:58,339 --> 00:23:00,039
- I killed it.
- That's... wow.
555
00:23:00,041 --> 00:23:02,975
His journey continues
in Los Cabos, Mexico.
556
00:23:10,518 --> 00:23:13,519
I'm at the Cabo Azul Resort And Spa.
557
00:23:13,521 --> 00:23:15,554
It's the singular reason I wanted to buy
558
00:23:15,556 --> 00:23:16,889
Pacific Monarch Resorts.
559
00:23:16,891 --> 00:23:19,725
This is the one property
in Pacific Monarch's chain
560
00:23:19,727 --> 00:23:22,595
that I have already approved
to become a Diamond resort.
561
00:23:22,597 --> 00:23:24,997
Compared to the other properties
I've visited on my journey,
562
00:23:24,999 --> 00:23:27,967
I think it's clear that
the Diamond way of doing things
563
00:23:27,969 --> 00:23:29,335
has made it this resort.
564
00:23:29,337 --> 00:23:31,570
And one of the things
that makes this property unique
565
00:23:31,572 --> 00:23:32,738
is its spa.
566
00:23:32,740 --> 00:23:36,509
This resort has every single amenity
567
00:23:36,511 --> 00:23:37,843
a resort should have.
568
00:23:37,845 --> 00:23:39,512
The spa is a crucial area.
569
00:23:39,514 --> 00:23:41,213
If our spa is fantastic,
570
00:23:41,215 --> 00:23:43,249
we will attract guests from other hotels
571
00:23:43,251 --> 00:23:45,684
to come to our spa at our property.
572
00:23:45,686 --> 00:23:47,453
So the spa needs to be exceptional.
573
00:23:49,556 --> 00:23:51,357
- Veronica?
- Yes.
574
00:23:51,359 --> 00:23:52,858
I'm Mark.
575
00:23:52,860 --> 00:23:54,927
We have to do a lot of things.
576
00:23:54,929 --> 00:23:57,663
I will show you how is...
577
00:23:57,665 --> 00:23:59,331
Um... a blow dry.
578
00:23:59,333 --> 00:24:00,966
- A blow dry?
- Yes.
579
00:24:00,968 --> 00:24:03,035
Oh, my God.
580
00:24:03,037 --> 00:24:06,372
Mark looks like a crazy person.
581
00:24:06,374 --> 00:24:07,973
Welcome to Paz Spa.
582
00:24:07,975 --> 00:24:09,241
My name is Kimberly.
583
00:24:09,243 --> 00:24:13,479
I'm here for a wash and blow dry.
584
00:24:13,481 --> 00:24:15,314
- I get you wet?
- I'm a little wet.
585
00:24:15,316 --> 00:24:18,551
- You wet on the face.
- Oh, no.
586
00:24:18,553 --> 00:24:20,953
Please, ma'am, this way.
587
00:24:22,155 --> 00:24:25,157
And you need to comb.
588
00:24:25,159 --> 00:24:26,892
Because there's knots in the hair?
589
00:24:26,894 --> 00:24:30,229
Uh-huh.
590
00:24:30,231 --> 00:24:31,464
I don't think you want me doing this.
591
00:24:32,400 --> 00:24:34,133
- I'm trying.
- Si, si.
592
00:24:34,135 --> 00:24:36,702
- What? What?
- Okay.
593
00:24:36,704 --> 00:24:40,639
When you do this, it hurts.
The head hurts.
594
00:24:44,311 --> 00:24:46,011
Tangles. Not good with tangles.
595
00:24:46,013 --> 00:24:48,080
I'm banned on tangles.
596
00:24:48,082 --> 00:24:49,849
Let me see if I can figure this out.
597
00:24:49,851 --> 00:24:53,686
Now, what button do you push here?
598
00:24:58,925 --> 00:25:02,728
Okay...
599
00:25:02,730 --> 00:25:05,865
- Don't... it's too hot.
- What?
600
00:25:05,867 --> 00:25:07,900
It's too hot for her.
601
00:25:07,902 --> 00:25:09,068
Am I burning you?
602
00:25:09,070 --> 00:25:12,304
Mark is not good for her. He's...
603
00:25:12,306 --> 00:25:14,640
Mark is not gentle with the hair
and with the people.
604
00:25:14,642 --> 00:25:16,642
What?
605
00:25:16,644 --> 00:25:17,810
No, it's not good.
606
00:25:17,812 --> 00:25:19,478
- I'll finish.
- No?
607
00:25:19,480 --> 00:25:20,646
No, it's not good.
608
00:25:20,648 --> 00:25:22,114
- Thank you.
- All right.
609
00:25:22,116 --> 00:25:26,952
Remember, it's too hot.
610
00:25:26,954 --> 00:25:28,721
You can frizz her.
611
00:25:28,723 --> 00:25:30,322
- Frizz.
- Oh, frizz.
612
00:25:30,324 --> 00:25:31,991
- Exactly. Uh-huh.
- Like zzzzzz!
613
00:25:31,993 --> 00:25:34,927
When that happen, the girls don't pay you.
614
00:25:34,929 --> 00:25:38,130
That's not good.
615
00:25:38,132 --> 00:25:39,798
I was drying her hair,
616
00:25:39,800 --> 00:25:41,700
and I was making her hair frizzy.
617
00:25:41,702 --> 00:25:42,635
You're good at this.
618
00:25:42,637 --> 00:25:43,769
Veronica stepped in right away
619
00:25:43,771 --> 00:25:45,304
and fixed the situation.
620
00:25:45,306 --> 00:25:48,140
And I believe I'm fired
from blow-drying hair.
621
00:25:48,142 --> 00:25:50,676
How long you been married?
622
00:25:50,678 --> 00:25:53,679
One year, and I have a baby.
623
00:25:53,681 --> 00:25:55,514
- You do?
- Si.
624
00:25:55,516 --> 00:25:57,316
- If you...
- How old's your baby?
625
00:25:57,318 --> 00:25:59,952
- She's 16 months.
- Wow.
626
00:25:59,954 --> 00:26:01,954
I had a wife. She left me.
627
00:26:01,956 --> 00:26:04,456
Oh...
628
00:26:04,458 --> 00:26:07,359
I have a new appreciation
for anyone who works
629
00:26:07,361 --> 00:26:08,794
in our spa and our salons.
630
00:26:08,796 --> 00:26:11,497
They have to provide
unbelievably great service,
631
00:26:11,499 --> 00:26:14,033
and at the same time
making sure the guest is happy.
632
00:26:14,035 --> 00:26:17,136
Nice. Look how beautiful she looks.
633
00:26:17,138 --> 00:26:18,270
- Gracias.
- Thank you.
634
00:26:18,272 --> 00:26:19,405
- Gracias. Gracias.
- Thank you.
635
00:26:19,407 --> 00:26:20,839
Thank you.
636
00:26:20,841 --> 00:26:24,009
- Mark, we need to clean.
- Okay.
637
00:26:24,011 --> 00:26:26,178
So tell me about
your little daughter again.
638
00:26:26,180 --> 00:26:29,515
Daniella, she is my baby girl.
639
00:26:29,517 --> 00:26:32,885
I'm working here in the salon
and the reception
640
00:26:32,887 --> 00:26:35,254
because we need to save money.
641
00:26:35,256 --> 00:26:39,225
Why?
642
00:26:39,227 --> 00:26:41,327
- Two hernias?
- Si.
643
00:26:41,329 --> 00:26:43,262
- Because she was premature...
- I'm sorry.
644
00:26:43,264 --> 00:26:44,430
No, no, no, no. Here. Here.
645
00:26:44,432 --> 00:26:46,999
- We need to save money for...
- Yeah?
646
00:26:47,001 --> 00:26:48,968
For the operation.
647
00:26:48,970 --> 00:26:50,002
Is it dangerous surgery?
648
00:26:50,004 --> 00:26:51,670
- Can she die?
- Si.
649
00:26:51,672 --> 00:26:54,573
We have to do the surgery for her.
650
00:26:54,575 --> 00:26:57,343
I'm sorry for that.
651
00:27:00,380 --> 00:27:02,781
- Look at her eyes.
- Si.
652
00:27:02,783 --> 00:27:04,483
Do you have a good doctor picked out?
653
00:27:04,485 --> 00:27:06,151
Si. Si.
654
00:27:06,153 --> 00:27:07,353
How much does it cost for the surgery?
655
00:27:07,355 --> 00:27:11,590
In pesos is...
656
00:27:11,592 --> 00:27:12,858
And you don't have that saved yet?
657
00:27:12,860 --> 00:27:14,360
No. No.
658
00:27:14,362 --> 00:27:18,864
I want to save money,
but it sometimes is difficult.
659
00:27:18,866 --> 00:27:21,133
Does your husband have two jobs too?
660
00:27:21,135 --> 00:27:23,168
Si. Si.
661
00:27:23,170 --> 00:27:25,271
- And you have two jobs?
- Si.
662
00:27:25,273 --> 00:27:29,541
No, no, no, really, really
we are right now focusing
663
00:27:29,543 --> 00:27:32,411
in save money for Daniella.
664
00:27:32,413 --> 00:27:35,514
Because it's my... it's my baby girl.
665
00:27:35,516 --> 00:27:37,516
I want to do everything for her.
666
00:27:37,518 --> 00:27:40,653
Wow.
667
00:27:42,222 --> 00:27:43,322
You know, I know, as a parent,
668
00:27:43,324 --> 00:27:45,124
when your child has to have surgery,
669
00:27:45,126 --> 00:27:47,059
you really don't know what's gonna happen.
670
00:27:47,061 --> 00:27:50,929
So it's always a stressful time.
671
00:27:50,931 --> 00:27:53,065
Their time of stress right now
is finding the money
672
00:27:53,067 --> 00:27:55,234
to have the surgery.
673
00:27:55,236 --> 00:27:58,771
And, you know, you saw it
in Veronica's eyes today.
674
00:28:08,581 --> 00:28:10,749
I'm so glad that I met Veronica today,
675
00:28:10,751 --> 00:28:13,218
and I feel confident
that the spa is a great asset
676
00:28:13,220 --> 00:28:14,520
to this property.
677
00:28:14,522 --> 00:28:16,655
The one job I haven't done
on my journey thus far
678
00:28:16,657 --> 00:28:18,724
is working at the front desk.
679
00:28:18,726 --> 00:28:20,225
Checking in?
680
00:28:20,227 --> 00:28:22,328
I heard a lot of things
that were troubling last time
681
00:28:22,330 --> 00:28:24,830
when I worked at the front desk
on Undercover Boss.
682
00:28:24,832 --> 00:28:27,599
You can never tell a guest
that you are overbooked.
683
00:28:27,601 --> 00:28:30,035
So what we do is we do
the maintenance issue.
684
00:28:30,037 --> 00:28:32,538
Like, "unfortunately,
due to some maintenance issues,"
685
00:28:32,540 --> 00:28:34,606
"we do have to relocate you
for the evening."
686
00:28:34,608 --> 00:28:37,109
All resorts overbook,
but I would not be happy
687
00:28:37,111 --> 00:28:38,110
if I was explained there was
688
00:28:38,112 --> 00:28:39,812
a maintenance issue with the room.
689
00:28:39,814 --> 00:28:41,513
So it'll be very interesting to see
690
00:28:41,515 --> 00:28:42,848
what happens here today.
691
00:28:42,850 --> 00:28:44,083
- Stephanie.
- Hi.
692
00:28:44,085 --> 00:28:45,351
- How are you?
- Mark. Nice to meet you.
693
00:28:45,353 --> 00:28:46,652
Nice to meet you too.
694
00:28:46,654 --> 00:28:47,920
Do you want to come around this way?
695
00:28:47,922 --> 00:28:49,088
Sure.
696
00:28:49,090 --> 00:28:51,156
Even though our flag
isn't flying here yet,
697
00:28:51,158 --> 00:28:52,991
our Diamond members are
already coming here.
698
00:28:52,993 --> 00:28:54,493
And what I'm looking for today
is to make sure
699
00:28:54,495 --> 00:28:57,229
that all the training
and the protocols that I have
700
00:28:57,231 --> 00:28:58,364
at other Diamond Resorts
have started here,
701
00:28:58,366 --> 00:29:00,099
and they're running smoothly.
702
00:29:00,101 --> 00:29:01,467
- This is the front desk.
- Great.
703
00:29:01,469 --> 00:29:02,901
That's Carolina.
704
00:29:02,903 --> 00:29:04,303
- You'll be working with her.
- What's her name?
705
00:29:04,305 --> 00:29:05,270
Carolina.
706
00:29:05,272 --> 00:29:06,739
- Garodino.
- Lina.
707
00:29:06,741 --> 00:29:09,174
- Carlina?
- Carolina.
708
00:29:09,176 --> 00:29:10,209
- Oh, Carolina?
- Yeah, Carolina.
709
00:29:10,211 --> 00:29:11,910
- Carolina. Great.
- Mm-hmm.
710
00:29:11,912 --> 00:29:14,446
Okay, so let me just show you around.
711
00:29:14,448 --> 00:29:15,681
Please.
712
00:29:15,683 --> 00:29:17,449
This is where we keep the filing
713
00:29:17,451 --> 00:29:19,918
for all of our guests here in the hotel.
714
00:29:19,920 --> 00:29:22,221
Their credit cards that we hold.
715
00:29:22,223 --> 00:29:24,823
And we need their credit card numbers
716
00:29:24,825 --> 00:29:26,024
to make the authorization.
717
00:29:26,026 --> 00:29:27,960
I read online, though...
718
00:29:27,962 --> 00:29:29,027
- Mm-hmm.
- 'Cause I'm trying to learn
719
00:29:29,029 --> 00:29:32,331
all the workings, and the laws say that
720
00:29:32,333 --> 00:29:34,032
you can't keep credit card numbers.
721
00:29:34,034 --> 00:29:37,603
Well, I'm... I'm not aware
or informed of that.
722
00:29:37,605 --> 00:29:40,239
But here at the hotel, we have to.
723
00:29:40,241 --> 00:29:41,774
That's directly from management,
and I don't...
724
00:29:41,776 --> 00:29:43,375
- Really?
- Yeah.
725
00:29:43,377 --> 00:29:44,643
When I was working with Stephanie,
726
00:29:44,645 --> 00:29:48,013
I was talking to her
about the credit card number
727
00:29:48,015 --> 00:29:50,482
written down on the folio.
728
00:29:50,484 --> 00:29:51,517
Diamond Resorts doesn't do that.
729
00:29:51,519 --> 00:29:52,985
That's not a policy we live within
730
00:29:52,987 --> 00:29:55,287
because what they're doing is wrong!
731
00:29:55,289 --> 00:29:56,922
But there are privacy laws on that.
732
00:29:56,924 --> 00:29:58,624
You're probably right.
733
00:29:58,626 --> 00:30:00,125
It's very problematic,
734
00:30:00,127 --> 00:30:01,927
but I'm gonna work with her a little more,
735
00:30:01,929 --> 00:30:07,699
and I'll deal with
the credit card issue later.
736
00:30:07,701 --> 00:30:09,768
Okay, so here from the desktop,
737
00:30:09,770 --> 00:30:10,869
this is where we work.
738
00:30:10,871 --> 00:30:12,971
Does this system work good?
739
00:30:12,973 --> 00:30:15,474
Yeah. Sometimes it's a little bit slow,
740
00:30:15,476 --> 00:30:17,342
but Monarch Grand has a lot
of different hotels,
741
00:30:17,344 --> 00:30:19,545
so we have to access the one
from Cabo Azul.
742
00:30:19,547 --> 00:30:20,746
Who's that?
743
00:30:20,748 --> 00:30:23,015
They're the owners of the time share.
744
00:30:23,017 --> 00:30:27,186
I'm extremely livid right now.
745
00:30:27,188 --> 00:30:29,121
Diamond Resorts owns this property...
746
00:30:29,123 --> 00:30:30,355
I own this property.
747
00:30:30,357 --> 00:30:31,824
It doesn't make sense.
748
00:30:31,826 --> 00:30:33,025
The problem with that is
749
00:30:33,027 --> 00:30:35,127
I've got Diamond guests checking in.
750
00:30:35,129 --> 00:30:37,796
They expect to be coming
to a Diamond Resort property.
751
00:30:37,798 --> 00:30:40,232
And if the front desk
receptionist doesn't know
752
00:30:40,234 --> 00:30:42,134
she's representing Diamond Resorts,
753
00:30:42,136 --> 00:30:43,802
that's a problem for me.
754
00:30:50,477 --> 00:30:51,844
Yeah.
755
00:31:00,987 --> 00:31:02,921
I'm mortified.
756
00:31:02,923 --> 00:31:05,224
There were numerous discounts
that should have been afforded.
757
00:31:05,226 --> 00:31:08,894
The entire bill was wrong.
758
00:31:08,896 --> 00:31:14,399
I was so, so upset
that a guest was mistreated.
759
00:31:14,401 --> 00:31:17,336
It was very impossible for me
to sit behind that desk
760
00:31:17,338 --> 00:31:20,873
hearing so many things that were wrong.
761
00:31:20,875 --> 00:31:22,841
And I just... I was so frustrated,
762
00:31:22,843 --> 00:31:24,343
I couldn't stand it anymore.
763
00:31:27,413 --> 00:31:28,614
No, you're not. No, you're not.
764
00:31:28,616 --> 00:31:30,816
You're gonna sit with me.
I own this place.
765
00:31:30,818 --> 00:31:33,218
I'm Stephen J. Cloobeck.
I own Diamond Resorts.
766
00:31:33,220 --> 00:31:34,486
I'm not happy.
767
00:31:34,488 --> 00:31:36,555
I'm really not happy about this.
768
00:31:36,557 --> 00:31:40,425
Come on, guys.
How can we make this mistake?
769
00:31:42,695 --> 00:31:45,230
What policy?
770
00:31:45,232 --> 00:31:46,965
Give me the card.
771
00:31:46,967 --> 00:31:48,734
This is insane. I apologize.
772
00:31:48,736 --> 00:31:50,202
- Apology accepted.
- Not my style.
773
00:31:50,204 --> 00:31:52,037
Not my style.
774
00:31:52,039 --> 00:31:54,606
I'm seeing a lot of stuff here
I'm not pleased with.
775
00:31:54,608 --> 00:31:57,576
It's a transition here,
and it's not your fault.
776
00:31:57,578 --> 00:32:00,078
No, they were not trained properly.
777
00:32:00,080 --> 00:32:03,248
I agree. I agree.
778
00:32:03,250 --> 00:32:05,017
You have a good wedding?
779
00:32:05,019 --> 00:32:07,152
Well, you know what? Wedding present?
780
00:32:07,154 --> 00:32:11,323
- It's on me. How about that?
- Oh, my God.
781
00:32:11,325 --> 00:32:12,658
I'm paying for his wedding.
782
00:32:12,660 --> 00:32:17,362
Yes.
783
00:32:19,132 --> 00:32:21,900
Look, we appreciate...
I appreciate your business.
784
00:32:21,902 --> 00:32:24,736
Thank you so much.
785
00:32:29,075 --> 00:32:30,542
- Stephanie...
- Yes.
786
00:32:30,544 --> 00:32:32,377
I wasn't trying to be hard with you,
787
00:32:32,379 --> 00:32:34,279
but I got so frustrated early on.
788
00:32:34,281 --> 00:32:35,280
I understand.
789
00:32:35,282 --> 00:32:37,215
This is not Stephanie's fault.
790
00:32:37,217 --> 00:32:39,384
There's a massive
communication breakdown here.
791
00:32:39,386 --> 00:32:42,154
I'm sorry. Okay?
792
00:32:42,156 --> 00:32:43,956
I am so disappointed.
793
00:32:43,958 --> 00:32:46,124
The other properties aren't
up to Diamond standards,
794
00:32:46,126 --> 00:32:47,793
but it's understandable
because their teams
795
00:32:47,795 --> 00:32:49,094
haven't even been told yet.
796
00:32:49,096 --> 00:32:51,530
Everyone on this property
should be trained
797
00:32:51,532 --> 00:32:54,366
to the Diamond level
of standards, and they're not.
798
00:32:54,368 --> 00:32:55,567
There's gonna be a transition.
799
00:32:55,569 --> 00:32:57,970
But I'm gonna speed up
this transition a lot.
800
00:33:09,082 --> 00:33:11,483
This week, I've learned a lot.
801
00:33:11,485 --> 00:33:14,052
When I acquire broken hotels,
802
00:33:14,054 --> 00:33:15,087
it's not gonna be enough to just
803
00:33:15,089 --> 00:33:16,355
throw money at these resorts,
804
00:33:16,357 --> 00:33:17,856
and hopefully they'll improve.
805
00:33:17,858 --> 00:33:20,826
I need to make it personally my mission
806
00:33:20,828 --> 00:33:24,496
to make these properties great,
and train these team members.
807
00:33:24,498 --> 00:33:27,065
We have one shot
808
00:33:27,067 --> 00:33:30,802
of making every guest's
vacation experience great.
809
00:33:30,804 --> 00:33:32,604
And if we can do this,
810
00:33:32,606 --> 00:33:34,539
I think it's gonna make
our company that much better,
811
00:33:34,541 --> 00:33:37,309
that much stronger.
812
00:33:40,313 --> 00:33:41,680
Coming up,
813
00:33:41,682 --> 00:33:43,982
the employees think
they're coming to give feedback
814
00:33:43,984 --> 00:33:45,751
on whether or not Mark deserves money
815
00:33:45,753 --> 00:33:48,920
to open his own boutique hotel.
816
00:33:48,922 --> 00:33:50,622
How will they react when they find out
817
00:33:50,624 --> 00:33:51,857
the boss' true identity?
818
00:33:51,859 --> 00:33:54,660
I'm Stephen J. Cloobeck,
the chairman and CEO
819
00:33:54,662 --> 00:33:57,629
- of Diamond Resorts.
- Oh, my God.
820
00:34:07,151 --> 00:34:08,985
All of my team members
821
00:34:08,987 --> 00:34:11,588
have been called to the Cabo Azul Resort.
822
00:34:11,590 --> 00:34:13,690
They think they're coming
to speak to a wealthy investor,
823
00:34:13,692 --> 00:34:17,627
and rate my performance.
824
00:34:17,629 --> 00:34:20,430
Hey, you're Markus?
825
00:34:20,432 --> 00:34:21,831
Get out of here.
826
00:34:21,833 --> 00:34:22,999
Steve.
827
00:34:23,001 --> 00:34:24,667
- Nice to meet you.
- Nice to meet you.
828
00:34:24,669 --> 00:34:25,902
How did Mark do?
829
00:34:25,904 --> 00:34:28,471
He did a good job with the shampoo.
830
00:34:28,473 --> 00:34:30,707
- Not with the blow drying?
- No. No, no, no.
831
00:34:30,709 --> 00:34:34,577
Mark was difficult at times.
832
00:34:34,579 --> 00:34:37,213
Uh...
833
00:34:37,215 --> 00:34:40,817
I wanted to ask you about Mark.
834
00:34:40,819 --> 00:34:42,585
- Yeah.
- I'm an investor.
835
00:34:42,587 --> 00:34:44,454
You're an investor?
836
00:34:44,456 --> 00:34:46,656
- You're Mark.
- Why would you say that?
837
00:34:46,658 --> 00:34:48,858
Because you look like Mark
without a beard.
838
00:34:48,860 --> 00:34:50,426
You don't know who I am, do you?
839
00:34:50,428 --> 00:34:53,930
- No.
- I was Mark Largos.
840
00:34:53,932 --> 00:34:54,931
Okay.
841
00:34:54,933 --> 00:34:56,166
I'm Stephen J. Cloobeck,
842
00:34:56,168 --> 00:34:58,501
the chairman and CEO of Diamond Resorts.
843
00:34:58,503 --> 00:35:00,203
Oh, my God.
844
00:35:00,205 --> 00:35:04,407
You are... you are the owner.
845
00:35:04,409 --> 00:35:06,142
You ever see the show Undercover Boss?
846
00:35:06,144 --> 00:35:08,578
- No kidding?
- Stop it!
847
00:35:08,580 --> 00:35:10,413
Dude, you were incredible, man.
848
00:35:10,415 --> 00:35:12,148
You had me... wow.
849
00:35:13,818 --> 00:35:15,051
I kept a little bit of Mark with me.
850
00:35:15,053 --> 00:35:16,953
- Are you for real?
- Yeah.
851
00:35:16,955 --> 00:35:18,955
I actually got my ears pierced for this.
852
00:35:18,957 --> 00:35:21,057
Oh, so now you're rockin' out.
853
00:35:21,059 --> 00:35:23,059
Now you're, like, the cool boss.
854
00:35:23,061 --> 00:35:25,595
Monique, you were lovely.
855
00:35:25,597 --> 00:35:28,198
You are exactly
what the guest needs to see
856
00:35:28,200 --> 00:35:29,766
in the activities department.
857
00:35:29,768 --> 00:35:32,602
You mentioned the uniforms.
You don't like 'em?
858
00:35:32,604 --> 00:35:35,305
I know. We should change 'em.
859
00:35:35,307 --> 00:35:36,372
We should!
860
00:35:36,374 --> 00:35:37,473
I want you to design 'em for me.
861
00:35:37,475 --> 00:35:40,076
- Aah!
- But... but... but...
862
00:35:40,078 --> 00:35:42,145
- You gotta do me a favor.
- What's that?
863
00:35:42,147 --> 00:35:44,047
You've gotta go to FIDM first.
864
00:35:44,049 --> 00:35:46,549
Aah! You're... are you serious right now?
865
00:35:46,551 --> 00:35:48,384
I'm gonna pay for you
to go to fashion school.
866
00:35:48,386 --> 00:35:52,155
My mama's gonna be so excited.
867
00:35:52,157 --> 00:35:56,059
Thank you. Oh, my gosh.
868
00:35:56,061 --> 00:35:58,995
Here, take my hankie.
869
00:35:58,997 --> 00:36:01,364
Oh, my goodness.
870
00:36:01,366 --> 00:36:03,199
Thank you so much.
871
00:36:03,201 --> 00:36:05,301
You know, you can't commute,
872
00:36:05,303 --> 00:36:07,403
so I'm also gonna get you
an apartment for two years
873
00:36:07,405 --> 00:36:08,638
in downtown L.A.
874
00:36:14,745 --> 00:36:16,980
Oh...
875
00:36:16,982 --> 00:36:18,715
oh, my God.
876
00:36:18,717 --> 00:36:21,584
You don't understand
how much this means to me.
877
00:36:21,586 --> 00:36:24,220
I never wanted to put that on my mom.
878
00:36:24,222 --> 00:36:25,955
My mom's a single parent.
879
00:36:25,957 --> 00:36:28,591
Oh, my goodness.
880
00:36:28,593 --> 00:36:30,159
I'm gonna make you proud.
881
00:36:30,161 --> 00:36:32,395
Thank you so much.
882
00:36:32,397 --> 00:36:34,564
- Thank you.
- You're welcome.
883
00:36:34,566 --> 00:36:36,132
The opportunity to go to school
884
00:36:36,134 --> 00:36:38,601
when I didn't think
there was an opportunity...
885
00:36:38,603 --> 00:36:41,938
To go after my dream is incredible.
886
00:36:41,940 --> 00:36:44,107
I mean, not everybody gets
to do what they love.
887
00:36:44,109 --> 00:36:47,510
I can't even explain what it feels like,
888
00:36:47,512 --> 00:36:49,946
or, I mean, there's really no words.
889
00:36:49,948 --> 00:36:51,114
I'm speechless.
890
00:36:51,116 --> 00:36:53,383
Markus, how'd I do on the sink?
891
00:36:53,385 --> 00:36:54,817
Dude, you shredded that thing.
892
00:36:54,819 --> 00:36:56,886
I did, didn't I?
893
00:36:56,888 --> 00:36:58,154
You did.
894
00:36:58,156 --> 00:37:00,690
- You've had a tough road, huh?
- Yes, sir.
895
00:37:00,692 --> 00:37:03,426
I understand. It wasn't easy
to build my business.
896
00:37:03,428 --> 00:37:04,927
But I want to hear about
your business plan.
897
00:37:04,929 --> 00:37:08,531
What do you want to do?
898
00:37:08,533 --> 00:37:12,201
I always wanted to be an electrician.
899
00:37:12,203 --> 00:37:14,570
You know, have a nice, good company.
900
00:37:14,572 --> 00:37:17,040
I worked for my dad, and, uh...
901
00:37:17,042 --> 00:37:18,808
Second-generation electrician.
902
00:37:18,810 --> 00:37:21,210
Something that, you know,
brings a little honor
903
00:37:21,212 --> 00:37:22,679
to my family.
904
00:37:22,681 --> 00:37:26,082
That's what I always dreamt about.
905
00:37:26,084 --> 00:37:29,252
Why is that, sir?
Why are you asking me that?
906
00:37:29,254 --> 00:37:32,155
Because I'm gonna make
an investment in you.
907
00:37:32,157 --> 00:37:33,389
In me?
908
00:37:33,391 --> 00:37:34,924
We're gonna go into business together.
909
00:37:34,926 --> 00:37:39,028
I'm gonna put up $100,000
to start your business.
910
00:37:39,030 --> 00:37:40,863
$100,000?
911
00:37:40,865 --> 00:37:42,165
Yeah. But I want to be your partner.
912
00:37:42,167 --> 00:37:46,369
I'm gonna own 10%, you're gonna own 90%.
913
00:37:46,371 --> 00:37:48,738
There's no way this is possible.
914
00:37:48,740 --> 00:37:51,708
This is a chance,
and you're gonna make me proud.
915
00:37:51,710 --> 00:37:55,945
Gonna make yourself proud.
916
00:37:55,947 --> 00:37:57,780
Thank you so much.
917
00:37:57,782 --> 00:37:59,015
I'll do the best I can.
918
00:37:59,017 --> 00:38:02,185
It's enough to actually make you cry.
919
00:38:02,187 --> 00:38:04,320
When I got to the real world,
I wasn't ready for it.
920
00:38:04,322 --> 00:38:06,956
It smacked me in the face
at 100 miles an hour,
921
00:38:06,958 --> 00:38:09,158
and every choice I made was wrong.
922
00:38:09,160 --> 00:38:10,293
You feel defeated.
923
00:38:10,295 --> 00:38:13,062
Maybe it is true.
Maybe dreams do come true.
924
00:38:13,064 --> 00:38:15,498
Veronica, spending time with you...
925
00:38:15,500 --> 00:38:17,367
you treat our guests like family.
926
00:38:17,369 --> 00:38:20,403
Because in Cabo Azul, we are a family.
927
00:38:20,405 --> 00:38:21,371
Yeah.
928
00:38:21,373 --> 00:38:23,039
And we have a lot of friends,
929
00:38:23,041 --> 00:38:25,742
and they are asking about my husband, my...
930
00:38:25,744 --> 00:38:27,110
my baby girl.
931
00:38:27,112 --> 00:38:29,278
- Daniella.
- Uh-huh.
932
00:38:29,280 --> 00:38:31,180
- Beautiful name.
- Thank you.
933
00:38:31,182 --> 00:38:33,616
So you know what?
You told me about Daniella.
934
00:38:33,618 --> 00:38:36,119
You know, you've sacrificed a lot.
935
00:38:36,121 --> 00:38:38,488
- I know.
- Working multiple jobs.
936
00:38:38,490 --> 00:38:40,089
Your husband working multiple jobs.
937
00:38:40,091 --> 00:38:41,290
Si.
938
00:38:41,292 --> 00:38:43,426
You don't have to save money.
939
00:38:43,428 --> 00:38:45,495
No? Why?
940
00:38:45,497 --> 00:38:46,963
I'm gonna pay for it all right now.
941
00:38:46,965 --> 00:38:49,232
I want to take care of Daniella.
942
00:38:58,809 --> 00:39:00,977
I want her to have her surgery right away.
943
00:39:00,979 --> 00:39:03,846
You're gonna call the doctor on Monday,
944
00:39:03,848 --> 00:39:06,716
and you're gonna go get
baby Daniella taken care of.
945
00:39:06,718 --> 00:39:11,354
Gracias.
946
00:39:11,356 --> 00:39:12,655
How do you get to the doctor?
947
00:39:12,657 --> 00:39:15,324
We have to take a bus, three hours,
948
00:39:15,326 --> 00:39:17,894
- because we don't have a car.
- You do now.
949
00:39:17,896 --> 00:39:20,663
Really?
950
00:39:20,665 --> 00:39:22,098
Yeah, I'm buying you a car.
951
00:39:22,100 --> 00:39:25,001
Oh, my God.
952
00:39:25,003 --> 00:39:26,369
This is real?
953
00:39:26,371 --> 00:39:28,137
This is real.
954
00:39:28,139 --> 00:39:31,340
- You are real?
- I am real.
955
00:39:31,342 --> 00:39:34,177
I'm gonna give you 1.3 million pesos
956
00:39:34,179 --> 00:39:35,511
to buy a new home.
957
00:39:35,513 --> 00:39:40,316
Wow. That is a... a lot of money.
958
00:39:40,318 --> 00:39:41,484
A lot.
959
00:39:41,486 --> 00:39:43,586
I don't want you working two jobs.
960
00:39:43,588 --> 00:39:46,055
I want you to spend more time
with Daniella.
961
00:39:53,363 --> 00:39:55,765
I'm sorry.
962
00:39:59,303 --> 00:40:00,870
Veronica, I invited your family here...
963
00:40:00,872 --> 00:40:04,106
your husband and little baby Daniella.
964
00:40:04,108 --> 00:40:05,775
- Where?
- So I'm gonna say good-bye,
965
00:40:05,777 --> 00:40:08,010
and then you go meet them. Okay?
966
00:40:08,012 --> 00:40:11,647
- Thank you...
- You're welcome.
967
00:40:11,649 --> 00:40:13,149
Mark.
968
00:40:13,151 --> 00:40:15,184
Mark?
969
00:40:15,186 --> 00:40:17,687
I'll remember this, Mark.
970
00:40:17,689 --> 00:40:20,156
Thank you.
971
00:40:40,911 --> 00:40:44,714
This money help me a lot, you know?
972
00:40:44,716 --> 00:40:46,449
Daniella is my world.
973
00:40:46,451 --> 00:40:49,552
Um, we can do the surgery,
974
00:40:49,554 --> 00:40:51,888
and we can buy a house.
975
00:40:51,890 --> 00:40:55,691
This money is gonna
be changing my life right now.
976
00:40:55,693 --> 00:40:57,426
Right now.
977
00:41:05,269 --> 00:41:07,937
It's been amazing to go
undercover for a second time.
978
00:41:07,939 --> 00:41:10,873
This week, I really got a firsthand look
979
00:41:10,875 --> 00:41:14,577
at what it's like
to take over a broken resort.
980
00:41:14,579 --> 00:41:16,512
It's all about great communication.
981
00:41:16,514 --> 00:41:18,247
It's all about training.
982
00:41:18,249 --> 00:41:21,450
It's all about creating
an unbelievable team.
983
00:41:21,452 --> 00:41:24,086
We have a special guest...
Stephen Cloobeck.
984
00:41:28,192 --> 00:41:29,559
Thank you.
985
00:41:29,561 --> 00:41:31,494
I worry about two things every morning...
986
00:41:31,496 --> 00:41:34,630
our guests, and all of you, our team.
987
00:41:34,632 --> 00:41:37,567
You know, now it's about
fixing those companies,
988
00:41:37,569 --> 00:41:38,701
because they're broken.
989
00:41:38,703 --> 00:41:41,337
I met some phenomenal people this week
990
00:41:41,339 --> 00:41:42,939
who face their own set of challenges.
991
00:41:42,941 --> 00:41:46,742
And I realize I need to do much more
992
00:41:46,744 --> 00:41:48,311
to make sure that all of my team members
993
00:41:48,313 --> 00:41:49,612
are better taken care of.
994
00:41:49,614 --> 00:41:51,847
I've set up a crisis fund
995
00:41:51,849 --> 00:41:54,850
for all of our team members
that may be in need.
996
00:41:54,852 --> 00:41:56,953
I have personally donated
997
00:41:56,955 --> 00:41:59,188
a million dollars of my own
money to this crisis fund.
998
00:41:59,190 --> 00:42:04,226
And the company is matching
that million dollars
999
00:42:04,228 --> 00:42:06,462
to make it $2 million.
1000
00:42:10,268 --> 00:42:13,135
I love you all. I appreciate
everyone's hard work.
1001
00:42:13,137 --> 00:42:15,438
Thank you. Thank you so much.
1002
00:42:29,300 --> 00:42:44,300
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