Connect with us

News

Successful Completion of Customer Service Training Ignites Enthusiasm among Team Members

Published

on

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

Continue Reading

News

Will DPP Office ‘No Show, No Call’ cause criminal cases to be Dropped?

Published

on

Wilkie Arthur

Freelance Court Correspondent

 

#TurksandCaicos, May 2, 2024 – On a bright and early Monday morning (15th April, 2024) in the Supreme Court before presiding lady Justice Ms. Tanya Lobban-Jackson and before His Honor The Chief Magistrate Jolyon Hatmin in the Magistrate’s Court, both courts were once again unable to proceed on its scheduled commencement time due to non or failure of attendance by the Prosecution of the Office of the Director of Public Prosecution (DPP).

Given the fact that this has now happened on more than one occasion, in both the Supreme and Magistrate’s Courts, judges and the learned Chief Magistrate have reached its final straw; they have cited the ‘no shows’ as a disrespect and a disregard for prompt and proper time management to be in attendance for legal proceedings.

From this reporters’ perspective, it appears the prosecution shows up when they like, any time they please and some are guilty of not showing at all without a call or message of explanation for the absenteeism.  The repeated instances have been called, “embarrassing” for the Office of the DPP, when defense counsel and the accused are present in the courtroom but the prosecutor is a ‘no-show, no call, no text.’

On at least two or three occasions, the Supreme Court judge was forced to return to her Chambers; exiting the court with a strongly worded warning, only to return with there still being no member of the Director of Public Prosecution present in court.

There has also been a promise that even serious cases could be dismissed due to this inappropriate practice.

In the final weeks of April, the country learned of a review by a KC out of the UK, who was looking into case progression at the DPPs office.  The Office has also hired a new Director, Philip Bennetts, KC, who takes office in the beginning of June, informed a TCIG media release.

Continue Reading

News

Concacaf x Generation Amazing, Turks and Caicos Islands Launch

Published

on

#TurksandCaicos, May 2, 2024 – Thursday, April 25, 2024, marked a momentous occasion for The Turks and Caicos Islands Football Association with the launch of the Concacaf x Generation Amazing Program. This program, supported by the Turks and Caicos Islands Ministry of Education, is currently benefiting 21 public and private primary schools across the Turks and Caicos Islands, encompassing both sectors of education. The primary objective of the Generation Amazing program is to educate and certify teachers to serve as volunteer coaches in sports development and safeguarding practices. Through this training, coaches will deliver football programs to children, aiming to catalyze positive social change within our communities that will continue to thrive for years to come..

The program not only emphasizes teaching children the basics of football but also focuses on instilling core values like teamwork, respect, and leadership. The initiative offers children the chance to enhance their physical well-being while nurturing essential life skills that can contribute to success beyond the field.

TCIFA President, Sonia Fulford, conveyed her appreciation to Concacaf, Generation Amazing, and the Ministry of Sports of the Turks and Caicos Islands for their involvement and support. She highlighted the significance of the project, pointing up a positive impact on the Education Ministry. Generation Amazing’s initiative is also seen as a valuable opportunity to enhance both the educational and athletic aspects within the community. “We’ll have more well-rounded teachers, and well-rounded students, not only from an educational standpoint, but a sporting standpoint. For us it’s a big win!” The President expressed excitement for the project, foreseeing an increase in skilled players and coaches, ultimately benefiting the organization significantly.

Jarret Forbes, Director of Sports, commented, “We are excited about the launch of the Generation Amazing programme here in the Turks and Caicos Islands. We commend the TCIFA for taking a holistic approach to student empowerment through sports. And we are grateful for the interest and support from CONCACAF and the Department of Education in developing our young athletes.”

Alvin Parker, Deputy Director of Sports, also expressed his enthusiasm regarding the upcoming chance for educators to apply their acquired knowledge. Viewing the term ‘Generation Amazing’ as a rebranding concept for Generation X, it is with high anticipation that the program will inspire and instill optimism within the younger demographic.

A devoted team collaborated diligently to ensure the successful initiation of the program. Spearheading the launch for Concacaf were Jennifer Roche, the Concacaf CSR Coordinator; Andre Virtue, Concacaf Coach Educator; Cristian Cubillas; and Garry Stannecc, the Sport For Development Consultant for Concacaf. The local facilitators comprised Dane Ritchie, TCIFA Technical Director; Olivia Graveley, Director of the Grand Turk Football Program; Yunelsis Rodriguez Baez, Director of Women’s Football; and Damien Grant, TCIFA Coach Educator and South Caicos Football Development Officer. The launch encompassed a comprehensive two-day training session for teachers, which will be followed by a mandatory six-week program involving a minimum of 25 students from each school. The program’s execution will be supervised by our Local Facilitators in with the support of Generation Amazing staff. Furthermore, the program will offer support to schools by furnishing footballs and essential equipment.

Jennifer Roche elaborated on Concacaf’s emphasis on Social Impact strategies, highlighting the significance of extending focus beyond on-field activities. “Last year, our CSR brand, ’The Bigger Game’ launched and the ‘Generation Amazing’ Program is one of the programs under the pillars of access to play and coaches education. This program is focused heavily on capacity building and giving tools to teachers, community volunteers, and other community leaders to empower and change lives through our beautiful game.”

Andre Virtue commented, “Obviously, we see the sport and the opportunity it has to grow. But, at the core of it is the coaches and how the coaches engage with our youth. We see the social issues that our youth already have to deal with on a day to day basis, and the dependence on either the parent or some adult to guide them and to mentor them is assumed. And, there is an intentional approach to how we’re communicating life values as it is very important.” Distinguishing between athletic prowess and life skills, Andre indicated that Coach Educating initiative aims to bridge this gap by aligning sports experiences with essential life lessons. The football field, as a dynamic environment, serves as a valuable classroom where the intricacies of life are intertwined with the game’s dynamics. “There are so many things that happen on the football field that are connected to life. The game is a great teacher, but there is an intentional and deliberate attempt to teach those values. It’s just the winning, the losing, the ups and the downs that come out of the game.”

Dane Ritchie further explained that the program also adopts a personalized approach, focusing on individual needs rather than viewing the children as a collective group, thereby maximizing the positive impact on each child. The aspects of conflict resolution, and nurturing respect are deemed integral to the game and are leveraged to impart essential life skills crucial for their development.

CherylAnn Jones, Permanent Secretary to the Ministry of Education, Youth, Sports, and Social Services, communicated the Ministry’s unwavering support for the Concacaf x Generation Amazing program and its potential to bring about significant transformation. The Ministry’s ethos, centered on Human Capital Development, resonates strongly with initiatives like Generation Amazing, which focus on nurturing leadership qualities, teamwork, and community spirit among today’s youth for the benefit of future generations. “A key tenant of the Generation Amazing program is its emphasis on child safeguarding and so this program aligns with our policy of ensuring that children learn, grow and develop confidently in a safe and nurturing environment. We are delighted to be partners with Concacaf and TCIFA, and applaud these organizations and their continued programs among our young people. We also applaud our principals, physical education teachers, and coaches who will be trained as facilitators in our schools to implement the program, as well as the Sports Commission. We believe that that commitment through football will create positive change.”

 

For more information, please contact TCIFA Office Manager | Marketing and Communications Coordinator, Candia Ewing at 941-5532 or cewingtcifa@gmail.com

Address:

TCIFA National Academy

Venetian Road 

Providenciales

Turks and Caicos Islands 

Continue Reading

News

TCI Red Cross to Celebrate ‘Red Cross Month’ with Month-Long Fundraising Activities

Published

on

PROVIDENCIALES,TCI MAY 2, 2024: World Red Cross and Red Crescent Day, observed annually on May 8, pays tribute to the unwavering dedication of volunteers and the lasting influence of humanitarian efforts worldwide. This significant day commemorates the birth of Henry Dunant, the visionary behind the Red Cross movement. Dunant’s groundbreaking idea involved establishing national relief societies comprised of volunteers who would receive training during peacetime. Their mission: to offer neutral and impartial aid in times of war and crisis.

The Turks and Caicos Islands Red Cross (TCIRC), a vital part of this global humanitarian network, continues to make a difference in the lives of those affected by crises. “Keeping Humanity Alive”: This year’s powerful theme serves as a poignant reminder of the unwavering dedication of the International Red Cross and Red Crescent Movement. Their commitment extends to upholding human dignity, alleviating suffering, and providing crucial assistance to those facing dire circumstances, especially in remote and hard-to-reach regions. As we mark World Red Cross and Red Crescent Day, let’s recognize the commitment and service of our Turks and Caicos Islands’ 200 + volunteers to alleviating suffering and promoting community resilience throughout the Turks and Caicos Islands.

Red Cross Month Activities:

Community Outreach on All Islands: We’ll coordinate community outreach programs on each of the islands. Our volunteers will focus on raising awareness about health, disaster preparedness, and hygiene when engaging with the community.

First Aid Training Workshops: Wednesday 8th May 2024, 5pm to 7pm Community First Aid Workshop at Red Cross Building, Sunshine Plaza, 1005 Leeward Highway, Providenciales. Our first aid instructors will conduct first aid training sessions for community members. This workshop empowers people with life-saving skills, such as CPR, wound care, and handling emergencies.

Fundraising: Various fundraising events are organized to support our humanitarian work. Lady Grace Sunset Cruise (May 18th):

The Lady Grace Saxophone Sunset Cruise on May 18th will be a memorable event. We’ll set sail, enjoy the beautiful music and breathtaking views. Funds raised will go towards supporting our first aid program.

Dress in Red Day (May 31st): On May 31st, we’ll encourage everyone to participate in “Dress in Red Day.” Islanders, businesses, schools, and organizations can wear red attire to show solidarity with the humanitarian cause. Let’s flood the streets, workplaces, and schools with the vibrant color of compassion and support.

The 3rd Annual Red Hot Challenge You are invited to participate or attend this fun and vibrant sporting event scheduled for June 1, 2024, at the National Stadium in Providenciales. This event brings together individuals, businesses, and the community to support the Red Cross and its humanitarian efforts. Here are the key details:

  1. Date and Time: Saturday, June 1st, from 8:00 am to 3:00 pm
  2. Location: National Stadium, Providenciales
  3. Competitions: A total of 20 competitions, including 10 non-athletic games and 10 athletic contests
  4. Activities: Participants can enjoy a range of activities such as spoon relay races, egg tosses, water balloon tosses, sprints, tug-of-war, arm wrestling, soccer kicks, and more
  5. Team Participation: Both individuals and corporate teams are welcome. Teams can enter for $1,000 each, with a maximum of 10 participants permitted
  6. General Admission: Attendees can join in for a $5 general admission fee, while children aged 12 and under enjoy free entry (accompanied by an adult)

As we celebrate Red Cross month this May we urge you to participate in our activities and consider registering as a volunteer and/or making a donation.

To volunteer visit our Facebook page, https://www.facebook.com/turksandcaicosislandsredcross?mibextid=ZbWKwL or website: https://www.redcross.org.tc Donations can be directed to our account at FCIB (account number: 10305747) on Islehelp or on our website. Let’s support and salute our Red Cross volunteers who are actively ‘Keeping Humanity Alive’.

Continue Reading

FIND US ON FACEBOOK

TRENDING