All language subtitles for Undercover Boss (US) - Se10 - Ep7 - Club Med HD Watch (online-video-cutter.com)

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

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

Have gone undercover

in their own companies.

- That wasn't as easy
as it looks.

- Here we go!
- Lift me up!

- I'm about
to just flip out here.

- I would almost swear
you look like somebody else.

- Right here, right now,

we're gonna shut
the restaurant down.

More than $20 million

have been awarded to employees.

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

- Oh, my God.

And millions of lives...

- I'm gonna pay off
the mortgage.

Changed forever.

- For real?
- This is real.

The greatest reward is to see
people live their dream.

- That's a life changer.

Tonight...

"Undercover Boss"
goes international...

- The success is never
guaranteed.

At Club Med,

the original all-inclusive
luxury vacation company

with an annual income
of $1.7 billion.

- Hello there.
- Oh.

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

Boss Xavier Mufraggi,

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

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

And tries to cut it...

- No?

- No way we're gonna be in time.

At his resorts
in the Caribbean and Mexico...

And discovers that real life
for his employees...

- There are a lot of things
to change.

Is far from paradise.

- What I saw
was absolutely unacceptable.

I was shocked.

How will his coworkers react

when they find out
he's really the boss?

- Oh, my God.

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

All this next
on "Undercover Boss."

- I'm Xavier Mufraggi,
and I'm the CEO

of Club Med North America
and the Caribbeans.

Club Med is a worldwide leader.

We have around 70 different
properties around the planet.

We're located
in 30 different countries.

We're in Europe, Africa, Asia,

and, of course,
North and South America,

and the annual turnover
of Club Med worldwide

is around $1.7 billion.

With U.S. headquarters

in Miami, Florida,

Club Mediterranee pioneered
the all-inclusive holiday.

The company was founded in 1950
to offer vacations

to families recovering
from the Second World War.

And uniquely,
it offered guests all food,

beverages, activities,
and child care

in with the price
of accommodation.

From there, Club Med has grown
into an industry leader

with 70 luxury resorts
across the world.

Club Med's
most profitable region

is North America
and the Caribbean.

CEO Xavier is responsible
for maintaining its top slot.

- The success
is never guaranteed.

This is fire in your heart
every day.

I was born in Paris.

My dad used to work
for an American oil company,

so I lived in France
but also had the opportunity

to live in Ivory Coast
in Africa,

Washington, D.C., in U.S.,
and today in Miami.

I've been here for 13 years.
I have the U.S. passport.

Today I feel more like
an American person.

When I became CEO a decade ago,
it was a big step

because I was only 31 years old,

been in the company
just two years and a half.

I was vice president
of marketing,

and the CEO decided
to leave the company,

so that was the moment
that I was asked to take over.

And at that time,

it was the beginning
of the big recession in 2009.

And when Club Med reported
a loss of more

than $10 million,
our future was at risk.

Top lines went down.
Profit went down.

We have to take the decision
to save this business.

We had no choice
but to lay off people.

This was the first moment
in my career.

Now things are
completely changed

compared to where we were
ten years ago.

We came back to profit
very quickly.

Then we starting to perform
every year a little bit better,

a little bit better.

Now I want to dramatically
expand this business.

In order to pay for this,
we need to increase our revenue

by 60% by keeping
our resorts full of guests.

That will be
a big challenge for me.

Lunchtime.

The most important
part of my life is my family.

- The girls were asking me
last night.

We're desperate
to find out more.

- Yeah. So I'm David,
born in Belgium, so, you know,

the accent
will work pretty good.

- Obviously with the disguise,

it's gonna make it harder
to figure you out.

- Yeah. Are you ready for David?

- Um...
- Let's do it.

- Okay.

- When I'm undercover,
I'll be posing as David,

a traveler and water sport fan

who is looking to start
his own hotel business.

To secure Club Med's future,

we need to increase
our revenues.

I'm going undercover at two
of our top-performing resorts,

because if my expansion plans
are going to work,

I need to find out
what's working and what's not.

- Girls, are you ready
to see David?

- Yes.
- Yes.

- I'm ready.

- Ohh.
- Ohh.

- Ohh.

- Hello there.

This is David, baby. - Oh, wow.

- Oh, my...

- Come on.
- Oh, my God.

- Ohh.

- Your hair's amazing.

- No one's gonna recognize
Daddy.

- When I'm undercover,

my employees
will be tricked into thinking

they're on a documentary
about people

looking to start
a second career.

They have no idea
that it's "Undercover Boss."

- Bye, love.

My first job is in Punta Cana
in the Dominican Republic.

This was the first resort
to be built here,

and we even helped to build the
airport to bring our guests.

The resort can host
up to 1,600 guests,

and we have more than
400 employees to run it,

many of whom live on resort.

Our plans to expand rely
on the success of results

like Punta Cana.

One bad decision
can cost us a lot of money.

So today I'm meeting our
assistant bar manager, Junior.

Hi, excuse me.
I'm looking for Junior.

- I am Junior.
- Hi, I'm David.

Nice to meet you.

- Nice to meet you.
- I think we're supposed

to work together today.
So tell me about you.

I have three years in this bar.

- Okay.

- And... but you look like
a guest.

- Yeah, I know. I know.

- Okay. Have this?

A bar
is a very important expense

in a all-inclusive resort,

so we need to make sure
that people who are running

the operation of a bar

of course are very cautious
about the guest experience,

but who are also very,
very cautious

on any waste we could have.

The first thing you have to do
is fill the bar for the day.

- So tell me about you.

- You know, I was born
in Belgium,

traveled around,
just a lot of different jobs,

and now trying to think
what I'm gonna do with my life

in the next few years.

I'd love to open my own hotel.

- Oh, that's great.
- Yeah.

- I need to teach you
your first cocktail.

Mojito. - Mojito.

- Two, three.

- Mint.

Sugar.

- White rum.
- Okay.

A little there.

- Sparkling water to the end.

And that's it.

- So now it's my turn?

- It's your time.
- Pour the rum.

- This one.
- This one?

- This one.
Start with the white rum.

Use it.
Whoa, whoa, whoa, whoa, whoa.

You want to wreck the bar?
You have to use the jigger.

- Yeah, sorry.

- Now is the cocktail hour.

- Okay.
- Okay?

- I'm just gonna do my best,

and I think I'm gonna try
to stay close to Junior.

At Club Med,

you know, the cocktail hour
is very important.

Our customer expect the perfect
cocktail very, very fast.

Good evening.

- I would enjoy
a margarita please.

- Okay. Margarita.

- You got it?
- Yeah, super easy.

First the glass.

The right glass, which is...

- No.

- Margarita.

You know what?
I'm gonna redo it again,

because I put vodka.

I think that people
could realize very quickly

that I didn't know much
about the job.

Oh, it's tequila.

Is it really vodka or is it rum?

Do I need the shaker
or no shaker?

- No.

- It's no good.
Really, it's no good. It's bad.

Coming up...

- There are a lot of things
to change.

The boss makes
a shocking discovery.

- I've never seen
before what I saw tonight.

Absolutely unacceptable.

- Cosmo.

- I'm Xavier Mufraggi, CEO
of Club Med North America,

and I'm going undercover
in my own company.

I'm in the Dominican Republic

working in the resort's
cocktail bar.

But unfortunately
for my guests...

You know what?
I'm going to redo it again,

'cause I put vodka.

- Mixing cocktails
is harder than it looks.

People could realize
very quickly

that I didn't know much
about the job.

It's tequila.

- Okay, so...

- I was impressed
by what Junior was able to do.

When there were four people,
he was doing three drink

when I was trying to do one.

- Oh, excellente.

- You know,
the presentation was there.

The smile was there.

So I really see somebody in
control of all his environment,

so I really,
really appreciate that.

Cheers.

- Whew.
- Well, we're gonna

take a break.

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

- What do you like in doing
the job in Club Med?

- When you do something,
you have to like it...

- Yeah - What you do.

- Where do you
see yourself in five years?

- Being a bar manager.
- Uh-huh.

You were born here,
born in the region?

- I born in La Romana.
I live in San Pedro.

It is really far, and so... but...

- Yeah. And I can save money.

- On the weekends,
you go in your house...

- Yeah.
- In the capital city?

- Yeah. I live with my grandma.

- What's your grandma name?
- Florina.

- Florina.
- Yeah.

My granddad, he passed away,
like, two years ago.

Now it's my time
to take care of her.

It's my time.
She did a lot of things for me.

She gave me love.

She gave me good education,
and she was here when...

Every time I need her,
she was here,

and I love her.

- Oh.
- Yeah. Yeah, I love her.

- She must be an amazing person.

- Yeah.

- I saw a lot in Junior.
He's somebody

with so much desire to not only
take for himself but to give.

That means we have somebody who
can go very, very, very far.

- Thank you.
- Number one.

- Thank you.
- So as a CEO,

that's what I'm looking for.

My ambitions for
Club Med's future

depend on people like Junior,

and we need
more people like him.

When you buy a Club Med holiday,

part of the inclusive deal

is that all your meals
are included in the price.

Club Med is renowned
for the quality of our foods

thanks to the help of chefs
from around the world.

Today I will work
with Chef Kenia.

If we want to succeed
in our expansion plan,

it's essential that
we maintain the standard

to keep customers coming back.

Are you Chef Kenia?

- I am.
- Cool. I'm David.

- How are you, David?

Today we're gonna be
cooking tacos.

Do you have any
kitchen experience?

- None.
- Zero.

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

- Yeah.
- You can change up,

and I'll meet you
in the kitchen.

- Thank you.
See you in a minute.

- You're welcome.

Is it better?

- It is better, but your beard
is not allowed in the kitchen.

He does not look
kitchen material.

I'm sorry. The beard was a big,

big no-no, no-no.

So have you ever made
guacamole or salsa?

Cut it in half.
- This I've done before.

- Oh. Oh, Lord. All right, hmm.

- No?

She's starting to see the level
of my technique in the kitchen.

- Oh, wow.
- I could see her face,

and she was looking like,

"Why did I give him that knife?"

- I'm afraid for your fingers.
I am.

- Okay.

- He doesn't know
how to use a knife.

He's basically...
I don't want to use bad words.

You should hold the blades.
That way you have more control.

- Okay, like this.
- Yeah.

- So where are you from, Kenia?
- I'm from the Bahamas.

- Beautiful island, the Bahamas.

- It's so beautiful. Oh, my God.

But the Bahamas
is really too small for me.

I want to expand out.

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

So I want to have
a bit of every cuisine

from different islands
in the Caribbean,

like a splash of Mexico, Brazil,

Dominican Republic, Turquoise.

That's why I say
"Caribbean splash."

- Wow.
- Yes.

- It's a great idea,

and we have all these different
type of,

you know,
cuisine here in Club Med.

This could be excellent for us.

She's got the ambition,

and I think
she's got the right plan.

You want to try mine?
- You try mine? I try yours?

I hope I don't get choked
by big chunks of guacamole.

Basically, never let David
in your kitchen.

Never.

We're gonna take my guacamole,
because I don't think

yours is up to standard to be
on the buffet, but good job.

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

- This is where
the employees live.

- Uh-huh.
- This is my room.

- Okay.
- 858. Let's go in.

- I was interested to go
with her

and visit the whole area.

- So this is my room.

- We provide full-time
accommodation

to our foreign local workers
while they are away from home.

- I have a lot of space.
I love it, honestly.

- All the rooms around,
are they all the same?

- No.

There are some workers
from Dominican Republic

that live far away,
so Club Med accommodates them.

The rooms are really different.
It's a bit smaller.

- Okay.
- There's no privacy.

Do you want to see?/

- Okay.
- Yeah? Let's go.

- She's wanted to show me
this lodging,

because she felt that they were
not at the state

they should be.

- I'm gonna let you meet
a friend of mine.

- Okay.

- Hola.
- Junior, good to see you.

- Nice to see you.
How was your day, guys?

- It was good.
- It was really good.

- I was pleased
to meet Junior again,

but the standard

of his optional
accommodation was a shock.

So this is where you're staying
during the week?

- Yes. Yeah.
- Okay.

- This is the place.
- Okay.

- I'm gonna stay here
when I no go home.

- Do you like it?

Yeah? You're not living here
all week, but it's... it's...

- It's...
- It's not what it should be.

I've seen one of these rooms
ten years ago I think.

They were not in that condition.

I was shocked.

- There are a lot of things
to change, honestly.

- There is 20 rooms like this.

They're all like this.

They're all like this? Okay.

I feel disappointed.

I feel bad about what I saw,

and I also feel ashamed.

- So this is the bathroom
area, David.

- What I saw in the shower
was absolutely unacceptable.

We need to have people staying
in what is

acceptable condition,
and today it's not the case.

I've never seen before
what I saw today,

and now I feel
pretty bad about it.

I feel pretty bad.

I have to do something about it.

So you were saying, you know,
your goal

is one day to open
your own restaurant.

- Yes.

- So what's your personal story?

- Well, my parents
are in Nassau, the capital.

- How many brother, sisters,
you know, in the family?

- We're three.

Before, we were four.
I lost my brother.

I lost my brother last year
in a car accident

right after his wedding.

Yeah.

- I'm sorry for your loss, okay?

- Okay.
The accident was in November,

and my nephew was born
in December.

- When you meet Chef Kenia,
you know she's exactly

what we're looking for
in terms of management.

And when she's telling me
something so personal

about her life,
the story was so moving,

and I was so touched,

and I felt very,
very bad about it.

Coming up...

- Juanito, are you okay?

The boss gets
hands-on in Cancun, Mexico.

- One, two, three, four, five.

And hears what
one of his team thinks

of Club Med's management.

- For some of us Mexicans,
it's tough.

- When he mentioned
that maybe Mexicans didn't have

the same opportunities
to succeed,

I mean, that was, like,
you know, broken heart for me.

- I'm Xavier Mufraggi,
CEO of Club Med North America,

and I'm going undercover
in my own company.

The next stage
of my undercover mission

is taking me to Club
Med Cancun, Yucatan, Mexico.

Cancun is our second largest
resort around the planet

and one of our most profitable.

I've come here because
I've heard one of the secrets

to its success
is the extra revenue

it makes
from hosting private events.

So today I'm working with Edwin,

our assistant event manager,

because if my expansion plans
are going to work,

I need to find out
what's working and what's not.

Hi.

- Hi. Nice to meet you.
- Nice meeting you.

- Welcome. Welcome to Club Med.
- Wow. Yeah, thank you.

I'm planning
to open my own hotel.

- Okay.

- So tell me, events,
is it important?

- It's very important for us.

These small details
will make the guest

feel very, very happy.

Today we have a big surprise
birthday party.

It's a last-minute request.
It happens all the time.

- Wow.

I was surprised that

we just learned
about this birthday party.

- The thing is that
we don't have enough time.

It's gonna be a heavy day.

We have five hours
to accomplish this.

Since you're now part
of the team...

- Wow.

For what I understood, we avoid
these last-minute requests.

We don't want to do a bad job
and disappoint the guests.

- So this is the place where
we're gonna have the event.

Where would you position
everything?

- Um...

Wow.

That would be the view.

People are gonna be here, right?

- Yes.

- So the people
are gonna arrive.

"Wa-wa-wa. Surprise."

- David needs to be really,
really on it.

- Um...

- He needs to be very,
very focused.

He needs to be on track.

Bar will be right here.

Then probably the cake
and the canopy's on this side.

And definitely we would need
some ambiance.

- Yeah, some music.

- We need to call
our entertainment manager.

- Oh. Oh, hi.

- Yes?

- Is there any person who can
do music or kind of a DJ or...

- We have a big party
also tonight

in the center of the village.

I cannot give you a DJ.

- I know it's last-minute.

I really apologize for this,
but, you know, this is...

- No, no.
You don't have to apologize.

I can give you a speaker
with music pre-programmed.

- Thank you very much, Fernando.

- I really appreciate the way
Edwin handled the situation.

It was a great compromise
for the timing we had.

- We need a birthday cake.
Don't have much time.

- Hi, chef. We need a cake.

- Okay. Is there any option

that we have, like,
just to make it happen?

- Thank you.
Thank you very much.

- You're welcome.
- Right.

- I'm starting to understand
that to get things done,

you need to coordinate
a lot of things

with a lot of departments,

so there's a lot at risk
right now.

Time for the bar.

- We got a situation
for this afternoon.

- Yes?
- David?

- We have a, you know,
a surprise birthday party.

- Today?

- Yes.
- Yeah.

- Wow. It's such a short notice.

We will have to start
right away.

- Here we go.

I feel pressure.
- Don't have much time.

- You have 28 people
just waiting

to do the big surprise,

and we still have a lot to do.

- Last-minutes
are a little bit struggled.

It's good that
you're here to help.

You need to go
and grab the cake.

You need to run. - Okay, I go.

Wow. Is it heavy?

- Don't drop it.
- I know. I will do my best.

The last moments before
the party was pretty scary.

We have so much to do,

and we're only a few minutes
before the family was arriving.

I thought one of them was gonna
tell us it's not gonna happen.

- All right.
So it's almost time.

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

- One each?
- Yep.

- Put these on the top.

- Amazing. That is great.

Oh, my God. We made it.

Everybody, we're gonna just
stay on this side

of the beach, all right?

- That was quite hectic.

I was amazed that we managed
to get everything done.

I really appreciate the way
Edwin handled the situation,

and our team's trying,
all of them,

to make it something
very special for a guest.

- Ariba.

- But it only came together

as we were able
to beg and borrow things,

so we need to find a way

to make it easier
for staff to manage.

- Cheers.
- Cheers.

I think maybe
we deserve this one.

You've been working
for Club Med for many years?

- This is my fifth year.
Club Med is a company

that gives you
a lot of opportunities.

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

becoming a chief of village,

which is like
the general manager.

- Uh-huh.

- But Club Med
is a French company.

French culture, it's very deep,

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

it's tough to get to that stage.

- When he mentioned that maybe
Mexicans didn't have

the same opportunities

to succeed to the general
manager position,

I was like... I mean,

that was, like,
you know, broken heart for me.

A Mexican staff
can become general manager.

But the fact that he never had
that perception,

I feel, you know,
responsible for it.

What's your personal story?

- At this moment, I am
supporting my mom economically.

I had two family members

that passed away,

and they were really
close to me.

- Mm-hmm.

- One of them was
my little sister,

and my father,

which was the most recent.

- Wow.
- Yes.

- I'm sorry for the loss.

You know, we all have losses,
you know?

Never had something
as you experienced.

I lost was granddad,
was a big moment for a family.

- It's like a dream.
- Mm-hmm.

- And you try to wake up,
but it...

You can't.

- Yeah.

The moment Edwin opened up

about the death of his dad
and his sister,

I was like... I was... you know,
you're speechless.

I was really moved
by his personal story.

If we want to succeed
in our expansion plan,

we need our guests to come back.

One reason our clients return
is a sense of safety.

Nobody wants to be
sick or injured,

but it's very important
our guests know

that somebody's on call
and can be there 24-7.

So today I'll be
working with Karla,

our resident nurse in Cancun,

to check how she cares
about the safety

and wellbeing of our guests.

Good morning.

- Good morning. Hello. Hi.
- Hi, I'm David.

- Hello, David.
- Are you Karla?

- Yes. I'm Karla. How are you?

- Good.
- This is your uniform.

- Thank you very much.

- You're welcome.
You're welcome.

- See you in a bit.

I may have visited many area of
the property a hundred times,

but I'm not sure
I visited the infirmary.

- And this is for our patients.

- The place was clean...
There was no doubt about it...

But clearly has not been
renovated lately.

There's a bit disappointment.

- Hello. Come in.
- Hi.

I have a bit of a headache,
maybe a sunburn.

What's your name?

- Here? What, you have kind
of a sunburn?

- Yep.
- Okay.

- So you're gonna take
a little bit of cream,

and you're gonna put it
all around the warmth.

- So you like the place?
- Yeah.

I really like the resort,

but this place
is a bit old-fashioned.

- Hearing that was something
that I didn't like.

Yeah, I think some work needs
to be done with...

Club Med Cancun is the oldest
property of the region.

We put, like, 20 million
in term of upgrades

on the last two years
in this property,

and I didn't felt
that infirmary has been taken

into account enough.

Enjoy your vacation.
- Thank you.

- But seeing that,
you feel disappointment

in myself,

because, you know,
I'm in charge here.

Everything has to be
at the same standard.

- I'm in the middle of my
fourth job undercover

in my company Club Med
with resident nurse, Karla.

Despite investing 20 million
in the Cancun resort,

the infirmary
hasn't been upgraded,

and it isn't up to scratch.

But seeing that, you feel
disappointment in myself,

because, you know,
I'm in charge here.

Everything has to be
at the same standard.

- Okay.
- Okay?

And then you say,
"Juanito, are you okay?

Juanito, estas bien?"

He's not gonna respond,
of course.

- Mm-hmm.
- David, now you try.

- Juanito, Juanito,
are you okay? Esta bien?

- He's unconscious.

So show me your position.

- Like this?
- Mm-hmm.

One, two, three, four, five,
six, seven, eight, nine, ten.

- But I think
that was really reassuring.

Okay, we have somebody who
knows exactly what she's doing

while she takes her job
very seriously, and she should.

- You did it really good.

I'm impressed. - Thank you.

Have you ever done that
in real here in Cancun?

- Yes. Yes, yes.
Three months ago,

I was by myself here
at the infirmary,

and a Canadian boy,

15 years old,
had, like, heart attack.

- Mm-hmm. Okay.

- He wasn't breathing.
He didn't have any pulse.

We made 15 cycles of CPR...
- Wow.

- Until the ambulance
arrive here.

- Mm-hmm.

- Well, I cry a little bit,

'cause I thought
he didn't make it.

- You did your best, and...
- Yes.

Yeah, so he stayed
in intensive care

for maybe four or five days,
but he survive.

- Wow. So you save his life?
- Yes.

- Wow.

That's a wonderful story.
- Yeah.

- I was completely overwhelmed.

I think she seems to be
a pretty amazing person.

- Okay.

- Okay.

- It's a big Saturday today,
lots of arrival and departure.

- This is David.
- I'm David.

- He's gonna take you
to your room.

- You know,
I feel that it's lots of work

to do it
on top of the other shift.

It's a problem.

So we're room 311.

Okay. 19. So now we play
with the numbers.

So 20.

Here we go. Oh, careful.

And the task was to get them in
the room as fast as possible.

So another floor.

It should be easy, but you can
quickly get confused.

This way.
Give me a second, okay?

- It's not really hard, because
you can see signs everywhere.

This way?

- Yes.

And I was like, "Oh, God.
Okay, let's go back."

13.

- The guest is coming
already tired.

To make them walk
more than they have to

is kind of... mm-mm... no good.

- And 311.
Welcome to your beautiful room.

- Thank you.

- So, David, if you can bring
the luggage for the family.

- Come on.

Whoa. Here we go.

So handling the luggage
was not so easy.

I think it was
completely upside down.

Whoa.

It's here.
I'm sorry we take too long.

- And I think that
what we just experienced

is a typical big Saturday
in Club Med,

which is really
all hands on deck,

so that was a good experience

to realize
we're gonna need to add

even more staff to help
to do that task.

- See you later, ma'am.
- Things have to be done.

- Thanks.
- Really good.

You did really good. Let's go.

- That was a long day.
- It was, right?

But look at the view, so...

- Yeah.

This morning, I was not
expecting to have such a day.

- It's a really hard job.
- Uh-huh.

- It's a lot of work.
- Now, how you see your future?

How you see the next few years?

- Well, I always want to study
my master's degree.

I came here to save money.

I'm not saving enough money.

- How much, you know,
saving would represent for you?

- My mom,
she gains around 10,000,

12,000 pesos monthly.

And one university,
like, good one, you have to pay

at least three times
what my mom makes right now.

- It's a lot to ask
for the family.

- You pay your school,
or you eat.

My dream is to be
a successful professional,

help my family,

and I think I'm going
the right direction,

but it's just the beginning.

It's just the beginning.
- Thank you.

- De nada.

- Club Med, we offer
an opportunity of a career,

but we're looking also for
people who have the ambition

to go a step forward.

Karla is definitely
one of those people.

I want to make sure
employees like her

are nurtured within our company.

Being undercover was much
more than I was expecting.

I saw amazing people
doing remarkable jobs.

I also found things
that I didn't like,

and now it's time we fixed that.

I'm about to reveal
my true identity

to the employees
I worked with this week.

My staff will be told they're
meeting with the producer

for an interview
about the experience

working for Club Med.

They have no idea
that it's "Undercover Boss."

- Where is the hair?

- Oh, my God.

- I'm not David.
- You're not David?

- Oh, my God.

- I am Xavier Mufraggi,

and I'm the CEO
of Club Med North America.

- I'm... I'm shocked.

- And you are on
"Undercover Boss."

Coming up...

- Oh, my God.

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

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

And delivers life-changing news.

- Oh.

- Oh, my God.

- Edwin,
when we talked together,

I understood right away
why you were so successful

in your current position.

You were all about the clients.

You were all about
the experience,

and I think you should be
very proud of this.

I would like you to work
with the meeting

and event operation manager
to understand

is there anything we can do
to make last-minute requests

easier to handle for our teams.

- That would be amazing.
That would be very good.

- At one point you mentioned
that for Mexican,

you didn't know

if it was possible
to become a general manager.

That really have a deep impact
on, of course, as a CEO,

and somebody wants to talk
to you about that.

Bienvenido,
and see you very soon.

- Oh, my God. Wow.

A Mexican Chief of Village.

- Yeah, the general manager.

I really want
that you take the opportunity

to visit Jose Luis in France.

- Oh, my God.

- We've organized
everything for you,

and Jose Luis asked me
if he could be your coach

to keep you progressing within
the company for the next step.

- Oh, my God. No way.

- I also want to offer you
a promotion

as event manager,
and you'll receive a pay rise

to reflect
these new responsibilities.

- Wow. Oh, my God.

I'm full of joy. I don't know.

I... I don't know what to say.

- The last part
of our discussion

was such a story
about resilience.

You know, you have
two deaths very important

and close to you.

- My mom is now alone at home,

and I am the one

who looks after her, and...

yeah, so... I'm sorry.

- Oh, no, it's....

I want you to feel
that even if you're far away

that your mother
is taken care of.

So what we decide is to pay
for the full rent

of your mother's house
for two years

so she can be taken care of
when you're gonna be away.

- Oh, my God.

Thank you so much, Xavier.

Whoa.

Oh, my God. Thank you.

My mom is gonna be okay,
and I'm getting a promotion.

This is life-changing for me.

- Karla, you know, when we met
together in the infirmary,

I started to look
at your working space.

I was sad, because we had
invested more than 20 million

on the renovation
we just finished,

and my conclusion is that
it was not finished at all.

For Club Med, you know,
your role is very important,

so we're gonna invest $30,000
in the infirmary

to put it at the right standard.

- Real excited.

- I believe you're a great
nurse,

and, you know, we want
to keep you in the company.

And I realize that, you know,
for you it's a struggle,

because you also want to go
and have a master degree,

and I love people with ambition.

So I would like to pay $15,000

for the master degree.

- Wow.

Thank you very much.
- Thanks a lot.

- I think my dream's
starting to come true.

And can I have a picture?

- Yeah, of course
you can have a picture.

I think you...

- Oh, but you're so tall.
- Yeah.

- It's, like, it's amazing.
I'm so happy.

I never thought something
like that can happen to me.

- Kenia,

can you tell me,
how was my cooking?

- It was still bad.

- I had a tremendous respect
watching you in the kitchen

preparing the food,
the contact with the guests.

I really, really
loved your concept

for your future restaurant,
Caribbean Splash.

- Thank you.

- So I'd love
to steal your idea.

- You want to steal my...

- What you're talking about
is everything we want

to do in Club Med. - Oh, my God.

- So we're gonna fly you
to south of France,

where you're gonna meet
all the top chefs of Club Med

around the planet,

and then we build in Club Med

"Caribbean Splash
by Chef Kenia."

- Are you serious?
Is this a joke?

- No, I'm serious.

- Is this a joke?
- I want that

to be your platform to test

what you're restaurant's
gonna be in the future.

- Thank you so much, David.

- I was very touched
when you share,

you know, the tragic loss
about your brother.

- When I see my nephew,
I see my brother.

- There's nothing I can say,
so...

but I want to help ensure

that your nephew
has a bright future,

so I want to start
a college fund for him,

and we're gonna put $10,000
to start this college fund.

- Oh, my God.

This feels so unreal.
Can I hug you?

- Oh, yes.

- Oh, my God.

It's a dream come true.

- Junior, I really want
to thank you

for the day we spent together.

Junior, I was not
a good bartender.

What I have... I wanted
to talk to you is something

I'm not really proud of.

Some of the rooms we use

for accommodation
is not acceptable.

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

So we decided

to invest $100,000

for the 26 rooms.

Where you are right now
is gonna be renovated...

- Thank you.
- To make sure

that they're
the right standard for you,

as for any employees
within this company

that stay in this property.

- Thank you, sir.

- I really like people
with ambition,

so we want to get you in France

following a manager at the bar

in one of our ski resorts.

- And our goal
is to make you a bar manager.

- I am ready to learn.

- When we were together,

I think the most
incredible moment for me

is when we talked
about your grandmother.

I want to make sure that
when you're gonna be away

you know there's somebody
with her all the time,

so we decide to pay
for two years

for a caregiver
for your grandmother.

- Thank you, sir.

Can I give you a hug? - Yeah.

- I can't imagine how my life
is going to change right now.

- I went undercover to see
if this company was ready

for the expansion plan
we have in front of us,

and I had the opportunity
to work with amazing people.

I saw incredible things.

I also saw things
that I didn't like,

and I'm committed to fix them.

And I feel now confident

that we're not only ready
for the expansion plan,

but for the next 70 years.

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