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Successful Completion of Customer Service Training Ignites Enthusiasm among Team Members

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March 22, 2024                                                                                              

 

Luke Moorley Director of Guests Services

PROVIDENCIALES, Turks & Caicos Islands: After several weeks of intensive training, team members enrolled in the Sandals Corporate University Customer Service Excellence Course showcased their newfound skills and enthusiasm at their final group presentations held recently.

Beaches Turks and Caicos (BTC) was abuzz with anticipation as 68 participants demonstrated their proficiency in delivering quality customer service. A certification ceremony was subsequently held to acknowledge their achievements.

Led by the Assistant Learning and Development Manager, Xiomara Adderly – Daniel, the training programme saw collaboration from the Learning and Development Manager, Phildreka Mayham and guest lecturers, Luke Moorely and Patrice Beckford, directors of guest service. Their collective expertise and guidance shaped the participants’ journey towards becoming effective communicators in the realm of customer service.

Group shot with Luke and Tanya

Graduate Resha Shallow, of the concierge department commented on what she considers to be the most meaningful aspect of the programme. “The most important experience for me was the different topics that covered what we deal with at the resort on a daily basis. Everything was basically highlighting all our challenges, our strengths and what we need to improve on.”

The diverse range of communication topics covered throughout the course was evident in the presentations. They reflected the depth of knowledge and growth achieved by the participants. Some topics were: ‘How Do We Communicate?’, ‘Four Factors of Customer Service’ which includes personalized service, competent service, proactive service and convenient service. Other topics were, ‘Body Language’, ‘Fixed Mindset versus Growth Mindset’, ‘Behaviour Styles’, ‘Listen, Empathize, Ask, Produce (LEAP)’ and ‘Methods of Handling Difficult Guests’.

The enjoyment radiating from the participants was palpable. Many delivered unscripted presentations, incorporating dramatized scenarios that made the presentations relatable and enjoyable for all. Smiles, laughter and cheers filled the room as team members celebrated each other’s success.

Joely Williams Conceirge Agent with Xiamora Daniel and Sharon Fagan

Learning and Development Manager, Phildreka Mayham was thrilled with the outcome of the programme. Mayham shared, “the primary aim of our learning and development department is to train, certify and develop our team members to excel as service professionals. The Customer Service Excellence Course provides the necessary knowledge and skills for our team to offer top notch service.” She further highlighted that the thrust is towards not only external guest satisfaction but also an enhanced internal guest experience. This is in reference to how well team members collaborate.

When asked about the measures that will be used to sustain these standards, Mayham shared, “the course will be repeated throughout the year and complemented by a mix of face to face and online training provided internally and in collaboration with external institutions. The aim is to ensure that individuals have access to a variety of learning styles and preferences.” She added, “regular reinforcement of the course content will help solidify understanding and retention, ultimately leading to greater success in achieving the desired outcomes.”

As these well-equipped individuals step into the workforce, they carry with them not just a certification but also a sense of accomplishment, camaraderie, and a commitment to delivering exceptional customer service.

 

Photo Captions: 

Header: Entertainment Playmaker at Beaches Turks and Caicos Yusniel Urguiaga Paz entertains the audience at the recently held Sandals Corporate University Customer Service Excellence Course graduation at the Caribbean Village conference room

1st insert: Luke Moorley, Director of Guest Services at Beaches Turks and Caicos shares a recap with the graduates of the Sandals Corporate University Customer Service Excellence Course at their graduation ceremony

2nd insert: A proud set of graduates of the Sandals Corporate University Customer Service Excellence Course share smiles with guest speaker Tanya Swann, Director of Sales, Groups and Conventions at Beaches Turks and Caicos (right) and guest lecturer Luke Moorley, Director of Guest Services (left) at the graduation held at the Caribbean Village conference room

3rd insert: Joely Williams, (centre) Concierge Agent at Beaches Turks and Caicos shows off her Sandals Corporate University Customer Service Excellence Course certificate while being flanked by Sharon Fagan (right) Hotel Manager and Xiomara Daniel, Assistant Learning and Development Manager

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Bahamas News

Bahamasair Backs Surge as Bahamians Flood South Florida for V.J. Edgecombe Showdown  

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PHOTO BY SIXERS NATION

 

Bahamian pride is already on full display in South Florida, with fans arriving in strong numbers ahead of tonight’s highly anticipated NBA matchup featuring VJ Edgecombe and the Philadelphia 76ers.

Helping to power that movement was Bahamasair, which rolled out a strategic promotion to facilitate travel, turning the game into a full-scale national showing.

And the celebration started early.

A “Bahamas Invades Florida” pre-party over the weekend set the tone, with Bahamian fans, DJs and supporters converging in Fort Lauderdale to build momentum ahead of the game.  The event, marketed as a major cultural gathering, has spilled into Miami, where a strong Bahamian presence is expected inside the arena tonight.

This is no ordinary road game.

The Sixers enter the matchup healthy and are favoured to win, adding to the anticipation surrounding what many expect to be a standout performance by the Biminite guard.

Edgecombe, the third overall pick in the 2025 NBA Draft, has been electric in his rookie season — delivering high-scoring performances and quickly establishing himself as one of the league’s most exciting young talents.

But beyond the stats, it’s the moment that matters.

With South Florida just a short flight away, Bahamians have seized the opportunity to show up in force — flags, energy and all — transforming the game into something far bigger than basketball.

A national turnout.
A rising star.
And a night where the Bahamas is expected to be felt — from tip-off to final buzzer.

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

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Password to Paradise Radio Remotes at Beaches Turks & Caicos continue to highlight the TCI as the preferred Caribbean destination  

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PROVIDENCIALES, Turks & Caicos Islands: — For two consecutive weeks, popular on‑air personalities set up remote studios on the sands of Grace Bay, turning Beaches Turks & Caicos into a live broadcast hub for North American listeners. Morning shows and drive‑time programmes all streamed directly from the resort, with hosts sharing first‑hand impressions of the islands’ beaches, culinary scene, and signature warm hospitality.

The broadcasts formed part of the “Password to Paradise” promotion, a multi‑station campaign that invited listeners to tune in for special on‑air codes for the chance to win all‑inclusive vacations to Beaches Turks and Caicos resort. Stations in major markets across the U.S. and Canada used the resort as their backdrop while encouraging audiences to “trade the cold for Turks and Caicos,” painting vivid pictures of turquoise waters and white‑sand shores with every break.

The “Password to Paradise” mission, already a proven radio promotion format in Canada and the U.S., took on new resonance when paired with live reports from the resort itself. Contest teasers, winner announcements, and social media reels featuring guests arriving in Turks and Caicos amplified the islands’ profile well beyond traditional print or digital advertising.

Tourism officials have welcomed the radio initiative as a timely boost to an already buoyant sector. Minister of Tourism, Agriculture, Fisheries and Environment, Hon. Zhavargo Jolly, emphasized the importance of partnerships that not only grow arrivals but also ensure that Turks and Caicos Islanders remain the primary beneficiaries of tourism’s success.

In commenting on the recent wave of live broadcasts and contests, Minister Jolly noted, “these visiting broadcasters have showcased the islands to millions of listeners across North America and underscored the “value added” to an economy that continues to expand on the strength of tourism.” He continued, “ sustained, experience‑driven campaigns like “Password to Paradise” align with the government’s broader strategy of attracting high‑value visitors while protecting the country’s natural assets and cultural heritage.”

The Turks and Caicos tourism product is widely described as a cornerstone of the national economy, as this sector continues to grow from strength to strength it will increase the number job creation for islanders.

Additionally, tourism leaders point to the long‑tail impact of being featured repeatedly across multiple radio brands, social channels and contest sites. Each on‑air mention, online clip and contest entry serves as an invitation to discover Turks and Caicos, reinforcing the islands’ reputation as a premier Caribbean destination at a time when global competition for tourists is intense.

For Beaches Turks and Caicos, the broadcasts were another opportunity to highlight its position as one of the region’s leading family‑friendly all‑inclusive resorts. DJs and hosts shared experiences from the resort’s multiple villages, expansive pools, waterpark attractions, and dining venues, giving listeners an authentic taste of the “Luxury Included” vacation concept from a guest’s point of view.

General Manager, Deryk Meany highlighted the resort’s partnership with the radio stations as he complemented a wider pattern of media collaborations that Turks and Caicos has pursued in recent years, from television features in major U.S. markets to digital campaigns showcasing the archipelago’s diverse islands. With the success of the latest “Password to Paradise” mission, industry insiders say the stage is set for more creative broadcast partnerships that leverage the power of storytelling to keep Turks and Caicos Islands firmly on the map.

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News

Beaches Turks & Caicos adds four new PADI Dive Instructors to the cadre of professionals in the watersports department

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PROVIDENCIALES, Turks & Caicos Islands: — Beaches Turks & Caicos, a PADI-certified dive resort in Providenciales, continues to invest in its watersports team by training and certifying four team members to become qualified dive instructors to its operation. The resort operates one of the most comprehensive resort diving programmes in the region, offering on-site PADI courses and daily dives for guests of varying experience levels.

These latest certifications were conducted under the supervision of PADI Course Director and Dive Shop Manager Leonard Suckrajh, who is among an elite group of PADI professionals in the Caribbean. His role as course director allows the resort to deliver instructor-level training on property, further elevating the standard of safety, education and guest experience at the resort’s dive centre.

Suckrajh expressed his satisfaction with the commitment and professionalism demonstrated by the four new instructors, Almina Browne, Cicely Clarke, Andrew Dunkley and Boat Captain Tryston Sang throughout their training and assessment. “I am extremely proud of them,” he said. “They have invested significant time and effort in developing their technical competence and instructional skills and their achievement reflects a deep commitment to delivering safe, high-quality dive experiences for our guests.”

He noted that their performance reflects a strong culture of excellence within the watersports department and aligns with the resort’s long-standing emphasis on safety and training. “At Beaches Turks and Caicos, our objective is not only to train divers, but to develop highly responsible professionals who understand that every dive is grounded in safety, teamwork and respect for the marine environment,” he added. Suckrajh, whose own progression to course director spans more than two decades in watersports and diving within the Sandals and Beaches brands, said the new instructors represent “the next generation of leaders within our dive operation.”

General Manager, Deryk Meany, commended the level of collaboration required to guide four new instructors through the rigorous PADI process. “Attaining PADI instructor status is a demanding accomplishment that cannot be realized in isolation,” Meany said. “It requires the coordinated support of the dive shop, the wider watersports team, and the broader resort operation to ensure candidates have the necessary resources, time and mentorship to succeed.”

He emphasized that strengthening the cadre of certified instructors supports the resort’s commitment to excellence in guest service. “Each additional instructor enhances our capacity to offer guests a greater range of options, a higher degree of personal attention and consistently high safety standards,” Meany continued. “This milestone reinforces our position as a leading provider of family-friendly diving experiences in the Caribbean.”

Beaches Turks and Caicos is recognized for providing a wide spectrum of PADI courses on site, from Discover Scuba Diving and Open Water certification to advanced and specialty programmes. Previous training initiatives at the resort have resulted in many team members achieving PADI instructor status, significantly increasing both certification capacity and in-water safety oversight.

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