Connect with us

News

Is lack of empowerment in the workplace negatively impacting the customer experience in TCI? 

Published

on

#TurksandCaicos, November 14, 2022 – Research has clearly shown when employees feel empowered at work, it is associated with stronger job performance, job satisfaction, and commitment to the organization or institution.

Despite our stellar rating as one of the world’s top tourism destinations, many would agree in some cases what we have seen over the years in Turks and Caicos Islands, is not a reflection of workplace empowerment.  Be it in government or the private sector, the lack of ownership and empowerment is prevalent in some offices.

Management in some cases has failed to empower their employees by delegating authority, decision-making, and sharing of pertinent information.

Working in top management positions for a large portion of my career, I have found that if you ask the right questions, in most cases you will find the answer is right in the room amongst your employees.

It behoves management to take the time to solicit employees input. Employees are the face of your business or institutions and through their interaction, they know what’s needed to satisfy the customer.

Furthermore, it’s pointless to solicit employees input if the information only remains in a file and nothing is implemented.

Follow up with the employee or committee on reasons why their input may or may not work at this particular time.

What I have found over the years is, if given the autonomy, in most cases employees are not seeking attention but simply know what they are doing and do it with pride.

Often times, what the customer perceives to be an attitude from the employee, could be a result of pent up frustration due to the lack of support or relevant information from their direct reports.

We need leaders in the workplaces who are not afraid to delegate authority to their employees, ask for their input, and encourage autonomous decision-making.

In my opinion, I believe it’s not being done due to the fear of being replaced, which is small minded thinking. To the contrast, it makes your own job easier and the office becomes more productive and customer centric.

Granted, employees will fail from time to time, but it’s all a part of learning. What’s important, is to have biannual performance based reviews with your employees so they are aware of the expectations, shortcomings and their progress.

On every job, you will find highly creative individuals just waiting to be discovered or given the opportunity.

Challenge them to generate novel ideas and to think of new ways of doing things rather then the status quo, just because the office has always done it that way.

Apart from delegating additional work, empowering leadership is also about mentoring and supporting employee development; not exploiting them, which we know is all to common in some cases.

What we need are leaders who can lead, not just checking off the boxes or just because they are your most reliable employee.

By empowering employees it allows them the opportunity to take more ownership of their role, and this is where a number of government departments, office settings and stores in our country are lacking.

It’s my belief that empowering employees in public service businesses such as the hospitality sector, healthcare or licensing departments is crucial. Most of these employees are key to organizational effectiveness and could prove to be more beneficial to your business and the country as a whole.

It’s important for businesses and institutions to build that framework for more efficiency. In essence, improving workplace efficiency is about helping employees work smarter, not harder or just doing busy work.

There are two key points to be cognizant off.

#1 Management often times fail to realize the employees are their most important customers and should be treated as such.

#2 In a tourism driven economy, employees often times fail to realize there shouldn’t be any distinction between the quality of service provided to locals vs tourists.

There are also other areas that could negatively impact the customer experience.

For example, important documents such as police records, birth certificates etc. all require a postal stamp. Why not make it convenient for customers and provide the stamps and include it as part of the fees?

Recently, our tourism department was outsourced to a destination management company. Perhaps, failure to empower employees in the workplace forced this decision. Albeit, this move may broaden our horizon, but let’s be clear, its our story our experiences and our passion that brought us to this point of being one of the most desirable destinations.

With that being said, in order for TCI to continually compete for world class service in the marketplace, we need to capitalize on the experience and expertise of our people. This will put us in a better position to deliver consistent results where good customer service and experience become the norm not the exception.

 

Ed Forbes 

Concerned citizen of Grand Turk 

Continue Reading

News

Community Emergency Response Training – Blue Hills & Wheeland

Published

on

Providenciales, Turks and Caicos Islands, 13th April 2026 — The Department of Disaster Management and Emergencies (DDME), in collaboration with the TCI Red Cross, facilitated a six-day Community Emergency Response Team (CERT) training for residents of the Blue Hills and Wheeland communities from March 17–20 and 23–25, 2026.

The CERT training sought to equip everyday residents with essential skills to respond effectively to minor emergencies within their communities. Key areas of focus included; Incident Command, Search and Rescue (SAR), Disaster Medical Operations, Fire Safety and Response, and Initial Damage Assessment.

A total of 17 residents from Blue Hills and Wheeland are now CERT-certified and prepared to support their communities during emergencies; providing assistance ranging from basic disaster response to critical emergency support.

Facilitators for the training included Ms. Candianne Williams, Director and Mr. Andrew Gardiner DRR Manager from the TCI Red Cross; Mr. Aubrey Felix and Mr. Roosevelt Glinton from the TCI Fire and Rescue Service and Mr. Mike Clerveaux Director of the Housing Department and CERT Instructor. Facilitators from DDME included Ms. Tamara Hylton, Training and Education Manager; Mr. Angelo Duncan, Hazard Mitigation and GIS Manager and Mrs. Patrina Pollard-Harris Training and Education Officer.

Hon. Kyle Knowles, Minister of Health and Human Services and Member of Parliament for Wheeland and Hon. Randy Howell, Member of Parliament for Blue Hills; provided invaluable support to the training and were also present to demonstrate commitment to their respective communities.

Ms. Candianne Williams, commented on the collaboration, stating: “The TCI Red Cross is pleased to have worked alongside DDME to deliver CERT training for the Blue Hills and Wheeland communities. This programme strengthens local readiness and we commend the participants for stepping forward to support their neighbourhoods.”

Praising the success of the training, Mr. Tito Lightbourne, Permanent Secretary for National Security with responsibility for DDME, stated “I would like to emphasize that this Community Emergency Response Training marks the first of many more to come over the course of the year.   I look forward to supporting its expansion into additional communities across the Turks and Caicos Islands and extend my sincere thanks to the collaboration between DDME and the TCI Red Cross and to all facilitators and participants who helped to make this inaugural session a success.”

DDME and the TCI Red Cross thanks all participants for volunteering to be part of this dynamic training and for their shared commitment towards building safer, stronger communities. Through this continued collaboration, both organizations look forward to expanding CERT training programmes to more communities across the Turks and Caicos Islands.

Continue Reading

News

GOLD & SILVER – Hall & Guerrier Fly High for Turks and Caicos at CARIFTA 2026

Published

on

Turks and Caicos, April 06, 2026 – Technical excellence early in their jumps became the defining factor for two Turks and Caicos athletes, as David Hall soared to gold in a nail-biting Under-20 high jump final at the 53rd CARIFTA Games in Grenada. Herwens Guerrier added to the country’s success with a 1.90 metre clearance to secure silver in the Under-17 division, finishing in a tightly contested field where all three medalists cleared the same height.

Both events were decided on countback — meaning the medals were determined not just by height cleared, but by which athlete did so with fewer failed attempts, highlighting the importance of precision and composure under pressure.

A wave of national pride followed the results, with congratulatory messages pouring in for the athletes who delivered under pressure on the regional stage. In a statement, Dileeni Daniel-Selvaratnam praised both competitors, saying their “hard work, discipline and determination have made the entire nation proud,” while encouraging the wider team to continue striving as competition unfolded at the Kirani James National Stadium in Grenada.

Team Turks and Caicos finished just outside of the top ten among 28 competing nations, and anticipation is already building for what is expected to be a spirited homecoming for the standout athletes, whose performances have ignited pride across the islands.

The 53rd staging of the CARIFTA Games, held at the Kirani James National Stadium in Grenada, unfolded under warm, at times testing conditions, with intermittent showers and shifting winds challenging athletes across disciplines.

Jamaica once again asserted its dominance, capturing its 40th consecutive CARIFTA title, continuing an unmatched run in regional athletics. Among the standout performers was Shanoya Douglas, whose electrifying run in the Under-20 200 metres earned her the prestigious Austin Sealy Award — the Games’ highest individual honour — after she shattered the long-standing record of Bahamian Shaunae Miller-Uibo, who went on to become an Olympic gold medalist in the 400 metres. Douglas clocked an impressive 22.11 seconds to rewrite the CARIFTA record books.

For Turks and Caicos, however, the spotlight remained firmly on the field, where two high jumpers delivered performances defined by discipline and growth. Hall’s gold medal-winning clearance of 2.00 metres marked a significant step forward in his development, improving on his 1.89 metre silver medal performance at the 2025 Inter-High Championships. Guerrier’s 1.90 metre effort in the Under-17 division similarly places him among the country’s top emerging talents, signalling a strong future for the event locally.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

Continue Reading

Bahamas News

Fuel Pain at The Pump: Global Tensions Drive Prices Up as Bahamians Feel the Squeeze

Published

on

NASSAU, Bahamas — What should be a simple five-minute drive is fast becoming an expensive, hour-long ordeal, as rising fuel prices collide with worsening traffic congestion across New Providence.

As of early April 2026, gasoline prices across The Bahamas have climbed sharply, with motorists now paying an estimated $5.50 to over $6.50 per gallon, depending on the station and grade. The increases, seen at major retailers including Esso, Rubis and Shell, reflect a volatile global oil market driven by escalating geopolitical tensions.

The latest spike — in some cases jumping more than 50 cents per gallon within days — is being driven by uncertainty surrounding escalating tensions involving Iran. U.S. President Donald Trump has issued a direct ultimatum, warning that the United States could launch aggressive strikes on Iranian infrastructure, including power plants and key facilities, if demands are not met. While he has also expressed hope for a swift resolution, the threat of rapid escalation is already rattling global oil markets — and The Bahamas, heavily dependent on imported fuel, is feeling the impact almost immediately.

At the pumps, the frustration is real.

Drivers are now paying significantly more just to sit in traffic. Commutes that once took minutes are stretching into hour-long crawls, burning fuel with little movement and compounding the financial strain. For many residents, the issue isn’t just the price per gallon — it’s how quickly that gallon disappears.

Industry players are also bracing for impact. Higher diesel prices are expected to ripple across key sectors, including trucking, construction, and shipping — all of which ultimately feed into the cost of goods and services. In short, this is not just a fuel story; it’s an inflation story in the making.

Despite the surge, the Bahamas Petroleum Retailers Association has moved to calm fears, confirming that there is no fuel shortage. Supply remains stable, but consumers are being urged to adjust behavior — from maintaining proper tyre pressure to considering carpooling — small measures that could stretch every dollar a bit further.

Retailers, however, are not offering much comfort on price relief. While fluctuations are expected, insiders say the days of sudden price drops are unlikely in the immediate term. The “shock” increases may level off, but a meaningful decline hinges on global stability — something that currently feels out of reach.

For Bahamians, the reality is tightening: higher fuel costs, longer commutes, and a growing sense that relief isn’t coming anytime soon.

Angle by Deandrea Hamilton. Built with ChatGPT (AI). Magnetic Media — CAPTURING LIFE.

Continue Reading

FIND US ON FACEBOOK

TRENDING