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She Pivoted then She Soared: Meet Sandra Lightbourne, Telephone Operator Turned Executive Office Manager at Beaches Turks and Caicos

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February 29, 2024                                                                                           

 

PROVIDENCIALES, Turks & Caicos Islands: In 1983, Sandra Lightbourne embarked on her professional journey at a popular telecommunications company, as a telephone operator. Little did she know that her career would evolve into a remarkable story of resilience, adaptability and continuous growth.

She quickly proved her mettle and climbed the corporate ladder. From the sales department to customer service, and later as the billing and credit control manager, she demonstrated not only a keen understanding of the industry but also an ability to excel in diverse roles.

However, every success story has its challenges. After facing redundancy, Sandra embraced change and transitioned into the dynamic world of hospitality. In August 2013, she started anew as an administrative assistant at Beaches Turks and Caicos (BTC). She described her transition to the hospitality industry as a smooth one owing to the fact that she had received extensive customer service training and brought with her experience, and a fresh perspective to her new environment.

“I will never forget the wise counsel of one of my customer service lecturers, Mary Duprose who said, ‘to be successful in anything you do, do it right the first time.’ Because of this teaching, I have always had a keen eye for detail. It has been embedded in me to always carry out a task to the best of my ability. There is no compromise for me when it comes to that.”

Additionally, she is appreciative of the continuous training and development she has had through the Sandals Corporate University. She has completed several courses, some of which are:  Leadership Excellence Level 2, Professional Communication, Professional Leadership and Art of Selling. She has also successfully fulfilled the requirements for the Autism and Sensory Awareness Training Programme with the International Board of Credentialing and Continuing Education Standards (IBCCES).

When asked what she loves most about her job, Sandra shared, “helping people is who I am. I enjoy solving guest and team member issues. Of course I do not like to know that situations arise to make a guest disgruntled but when it is brought to my attention and my intervention appeases them, it brings me great satisfaction.”

Sandra is so passionate about guest satisfaction that in a lighthearted moment she quipped, “if I were to have a superpower it would be to create smooth, perfect vacations thus eliminating guest concerns.”

Her dedication and contributions have not gone unnoticed. She recalls her most memorable experience at BTC being the time she was selected to participate in a familiarization tour of other resorts within the Sandals chain. She was chosen to be among a small group that flew to Grenada, Barbados and Antigua on the company’s private jet. “I was both humbled and honoured to have such an opportunity to see what the other resorts had to offer. This experience helped us to evaluate ways in which we could improve our resort.”

With such a mindset, it is no wonder that just two years into her role, Sandra earned a well-deserved promotion to executive administrative assistant, showcasing her commitment to excellence.

The pinnacle of her career came in 2021 when she was bestowed with the distinct honour of serving as the executive office manager. This recognition not only reflects her exceptional skills but also speaks volumes about her leadership qualities and the impact she has made at BTC. She continued to receive accolades and was one of the recipients of the Pace Setter Award in 2023. The Pace Setter Award, formerly known as the General Manager’s Award, is awarded to a team member who leads from the front and is always working alongside members of their team. He/she is punctual, hardworking, and reliable and is always willing to go the extra mile. The awardee is one who inspires the team and accepts nothing less than excellence. Sandra embodies these qualities.

She has been inspired by Managing Director, James McAnally. “Jamie has had the most profound impact on me, not only because I work directly with him but I recognize the passion that he has for the success of the resort. He knows the property and though there is so much to manage, his personable nature always inspires that personal touch which makes me feel valued. Other team members have attested to this.”

The respect between the two is mutual. The Managing Director, in highlighting what he admires most about Sandra shared, “I respect Sandra for her innate qualities of care, steadiness and confidentiality. As our world becomes increasingly busy and with so many team members and guests, Sandra is a pillar of stability in our Executive Office. She not only represents the resort on a global scale but also me personally, and having someone I can trust is something I am grateful for.”

Outside of work, Sandra enjoys spending time with her four children and grandson as she seeks to instill in them positive values that will help them recognize their full potential. “I want them to be the best, not just in terms of rank or winning but more so in terms of character and the positive influence I would like them to have on their peers.”

Sandra has turned setbacks into opportunities. Her journey serves as an inspiration to aspiring professionals, highlighting the importance of adaptability, continuous learning and unwavering determination in the ever – evolving professional world. As Sandra continues to thrive in her current role, her story remains a testament to the potential for growth and success that lies within every career, regardless of the obstacles faced along the way.

 

Caption: Sandra Lightbourne, Executive Office Manager at Beaches Turks and Caicos shares a smile as she sits at her desk at the World’s Number One All-Inclusive Family resort

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“Mad Max” Convicted of Murder

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MEDIA RELEASE

 

#TurksandCaicos, April 23, 2024 – Blue Hills resident KENDALL RONDRE DEAN has been convicted of murdering JOSHUA SWANN.

Mr. Dean, also called “Maddie”, “Mad Max”, and “Dre”, was found guilty by a nine-member jury yesterday (April 22nd) in the Grand Turk Supreme Court.

Following the verdict, Mr. Dean was remanded to Her Majesty’s Prison, pending sentencing on 10th June 2024.

Based on the evidence presented, Mr. SWANN of Five Cays was shot multiple times about the body on Sunday, August 8th, 2021, while at North West Point, Providenciales.

Mr. Swann was transported to the Cheshire Hall Medical Center, where he succumbed to his injuries.

Detectives of the Serious Crimes Unit received a report, and following intensive investigations and interviews, Mr. Dean was arrested and subsequently charged.

Shortly after the verdict, Deputy Commissioner of Police Rodney Adams said, “This conviction demonstrates the RTCIPF’s commitment to bringing to justice those who cause the most harm throughout our communities using illegal firearms.

“This is an example of the effective coordination of the various units across the Force in supporting the lead detective in bringing about this conviction. The RTCIPF is grateful for the information provided by witnesses who came forward.

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Airports Authority aims for 24-hour airport and announces Scholarship programme

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Dana Malcolm 

Staff Writer

 

 

#TurksandCaicos, April 19, 2024 – In an attempt to move to 24-hour-a-day operations Turks and Caicos Islands Airports Authority (TCIAA) is steadily recruiting Air Traffic Controllers to work at the Providenciales/Howard Hamilton International Airport, according to Godfrey Smith, TCIAA CEO, reporting to the Appropriations Committee.

Speaking on April 8th Smith said a cabinet paper would be sent soon requesting six more Air Traffic Controllers to make round the clock operation at the Provo International possible and to open the airport in Grand Turk till 12 a.m.

Currently, 17 posts are filled and seven are vacant.

Smith was candid with his responses to recent industrial action from ATCs which led to resignations and firings.

“What we have to do is find systems to mitigate such actions and that has to start with filling these jobs, putting people in that want to work and doing right by people – and we always try to do right by our staff. Persons may not think that we are but we always do – we ain’t pick no fight,” he said in the meetings held at the NJS Francis building ahead of the National Budget Communication.

Smith indicated that recruitment was an issue across the board, ‘we need to find ways to recruit a little bit better’ he told the committee. Also in need of a push was capital spending or projects according to the CEO, who said the agency had ‘not been very good’ at meeting that mark but insisted they had recognized the issue and could do better.

A very important key performance indicator drawn up by the TCIAA is increasing passenger satisfaction at the Howard Hamilton International Airport. For the TCIAA part of this means a 30 percent increase in seating by Q2 of this year.

When queried on if they could even handle this increase the CEO said,

“The fact of the matter is we already have the capacity there. What we need is to make the service a bit better.”

Staff shortages have become such a frustrating issue that the TCIAA is instituting a scholarship program created by Authority Chairman, Selvyn Hawkins

“What the board wants to do is basically allocate $25,000 annually for a scholarship and they’ve approved it already.”

This process would cover tuition and all other costs for one student.

The student would return as a summer intern and other breaks to work at the TCIAA and upon graduation, assume a role at the company.

“We identify a particular skill we need, we go after it and we build capacity that is in a nutshell the nexus of the program,” Smith said.

The Turks and Caicos Islands Airports Authority (TCIAA) is allocated $49 million this financial year; over $20 million goes to salaries.

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Flow TCI offers Gigabyte Speeds to Customers

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Company delivers fastest speeds nationwide and boosts service reliability

 

PROVIDENCIALES, TURKS AND CAICOS, APRIL 19th, 2024 – More connections, faster speeds and greater support for customers. This is the promise from communications and entertainment provider, Flow TCI, as it embarks on an initiative to provide households with enhanced connections, greater overall reliability and now, for the first time, speeds up to one gigabit person second.

FLOW TCI Country Manager, Joanne Missick shared: “Our customers are at the heart of everything we do. We listen to our customers and want to exceed their demands, so we are focused on delivering unmatched value with customer centric products and services that are future proof. Flow subscribers on our Fibre Extreme package can now access up to one gigabyte speeds and subscribers on our Fibre Plus and Fibre Max package, as of April 1st, are also now benefitting from up to 5x more speeds.”

This is third speed boost for Flow customers in the last two years. This comes under the umbrella of the the Company’s recently launched “Working for You” campaign, where technicians are going into the neighborhoods across the island to conduct repairs, decommission copper cables, and increase the brand’s visibility in local communities.

“To date several neighborhoods have been served by technicians and the company will continue to go across the islands to ensure each neighborhood receives personal attention. We recognize that over the past few months some customers have experienced issues with the quality and delivery of our services. This is not what we stand for. Flow remains committed to providing technology and innovation that enables growth and positively impacts lives”, says, newly appointed Head of Technical Operations, Simeon Thomas.

Thomas adds, “We have been closely monitoring and reviewing every aspect of our network and there is room for improvement across each of the islands. Where we find shortcomings, we are taking concrete actions and assigning our technicians to rapidly make all necessary adjustments and improvements for our customers”.

Flow has made significant investments in expanding and modernizing its infrastructure and delivering a more robust and reliable network paving the way for the country’s digital transformation.

For more information on speed increases visit https://www2.discoverflow.co/turks-and-caicos/price-adjustment-speed-increase on our website.

Thank you for your usual assistance in sharing our stories.

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