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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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US CONGRESSIONAL DELEGATION

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#TurksandCaicos, May 20, 2024 – The Governor’s Office can confirm that Her Excellency the Governor Dileeni Daniel-Selvaratnam and the Honourable Premier Charles Washington Misick will this morning receive a US Congressional delegation, who have requested a meeting to discuss the recent arrests of US nationals for possession of ammunition offences.

The US delegation, which arrived yesterday evening, was met by Protocol officials and is due to depart this afternoon.

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Eleven Senators, Three Governors make appeals for Leniency; Five Americans now face 12 Years in Prison

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Deandrea Hamilton                                                                                                                              

Editor

 

#TurksandCaicos, May 20, 2024 – US law makers are going to bat bigtime for their citizens detained in the Turks and Caicos for breach of the firearms ordinance, a congressional delegation arrived on Sunday for talks on an amicable  conclusion in the controversial court matters.

Here for a meeting set to take place today,   the congressional delegation is led by Senator Markwayne Mullin.

Five tourists are facing the 12 year minimum for possession of bullets, they say were inadvertently left in their checked baggage, but they can get a lesser sentence if the judge rules that it is warranted under the ‘Exceptional Circumstances’ clause in the Firearms Ordinance, newly amended and stiffened in 2022.

Eleven U.S. Senators and three State Governors have addressed letters to the TCI government beckoning for leniency in the cases of American citizens charged and detained for breach of Turks and Caicos gun laws which strictly prohibit the possession of unregistered firearms or ammunition; an infraction which carries with it a penalty of 12 years imprisonment.

It became known that at least one governor was communicating with Daleeni Daniel- Selveratnam, Turks and Caicos Governor about the unsettling situation.

J Kevin Stitt, Governor of Oklahoma appeared on television vocalizing his thoughts, calling the mandatory 12 year sentence “absurd.”  His letter for leniency was endorsed by Josh Shapiro, Governor of Pennsylvania and Glenn Youngkin, the Governor of Virginia.

“We humbly ask that your government – in its wisdom – temper justice with mercy and recognize that these made mistakes but had no apparent malicious intent,” states the May 14th letter signed by all three governors.

Twelve days before, Senators had already expressed their dire concern in correspondence dated May 2nd.

Magnetic Media obtained that letter which 11 senators have supported; their dispatch issued to the Attorney General of the Turks and Caicos, Rhondalee Braithwaite-Knowles, KC.

Senators Markwayne Mullin, Oklahoma; Robert P. Casey Jr, Pennsylvania; Mark Warner, Virginia; Tim Kaine, Virginia; James Lankford, Oklahoma; Michael Cloud, Texas; John Fetterman, Pennsylvania; Bob Good, Virginia; Guy Reschenthaler, Pennsylvania; Josh Brecheen, Oklahoma and former presidential contender, Ted Cruz of Texas boldly signed the document, with strong words for the TCIG.

“We do not discount the fact that the authorities in Turks and Caicos take the presence of unspent ammunition cartridges seriously to prioritize the safety of its civilians. However, based on our relationships and understanding of the circumstances of these American citizens, we strongly urge you to exercise leniency when reviewing their cases.”

Both letters point to the current good relationship between the Turks and Caicos and the United States as the reason to have the cases of Michael Lee Evans, 72 of Texas; Bryan Hagerich, Pennsylvania; Tyler Wenrich, 31 of Virginia and Ryan Watson, 40 of Oklahoma come to a reasonable conclusion.

Since Monday May 13, added to the four men and despite the media attention and US State Department warnings, Sharitta Grier, 45 of Orlando, Florida was arrested, sentenced and is now out on bail on near identical charges.

She is the fifth American held in recent months for the discovery of ammunition upon departure of the islands.

Grier, was on Thursday May 16 arraigned for allegedly having two bullets in her baggage; detected as she was exiting the Turks and Caicos following a Mother’s Day getaway with her daughter.  By Friday, bail had been granted to the woman who is still expressing shock at the gravity of the consequences; a dozen years in a Grand Turk prison.

A week earlier, a Thursday May 8, media release by the Turks and Caicos National Security Council informed of the Attorney General’s report to the group, which included the Premier, Minister of Tourism and Governor on the nuances of the legislation, according to a recent Court of Appeal decision.

“The Attorney-General, in respect of the law applicable to the cases against US Nationals on charges relating to the possession of ammunition, confirmed that an Attorney General’s Reference to the Court of Appeal certified that where a court finds there are exceptional circumstances, the sentencing judge has discretion under the law, to impose a custodial sentence and a fine that are fair and just in the circumstances of each case rather than impose the mandatory minimum. The Chief Justice is advancing sentencing guidelines in this respect.”

On Sunday, Senator Mullin of Oklahoma landed in Provo, with him:  “Rep. Reschenthaler of Pennsylvania; Rep. Good of Virginia; Rep. Brecheen of Oklahoma and Rep. Cloud of Texas.  They have a few staff members and an escort of four marines.  They will be in meetings all day. We are hoping for an agreeable resolution today,” explained a source close to the senate.

We’ve also learned that the Governor of Florida, Ron DeSantis may climb aboard this train in the name of reasonable justice after Floridian, Sharitta Shiniee Grier was last week charged.

On social media, Grier has opened up about her arrest.

“Once the police cuffed my leg to a chair and left me in a room by myself I started crying out to the Good Lord, saying I know you are real but I need you to move for me, right now!  I need you to show me a sign that I’m going to be alright.”

Grier explains that before she could wipe away tears, “Mrs. Susan and her husband My Pop Pop” turned up, came to check on her while in police custody and are now lending her moral support.

Court correspondent Wilkie Arthur informed that during Grier’s arraignment, the courtroom was filled with some of the other Americans accused and their families; in her post, she called Ryan (Hagerich) and Bryan (Watson), both men who share a vacation villa as they await verdicts in their bullet possession matters, her ‘brothers.’

“I know it was God who placed them in my life.  They have a heart of gold, just like me and I love them. We are family forever.”

It is this kind of solidarity that the defendants hope will work in their favour as their Representatives have reportedly taken advocacy to a new level; landing at the private airport in Providenciales on Sunday to – in person – make appeals on behalf of the five Americans with the hope of seeing them avoid the lengthy prison term mandated by TCI law.

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Subject identified

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SERVICE WITH PRIDE AND INTEGRITY

 

***MEDIA RELEASE***

May 18th, 2024.

Following a police shooting incident on May 14th, the Royal Turks and Caicos Islands Police Force (RTCIPF) is now able to name the deceased male subject, with the permission of the family.

The Serious Crime Unit contacted the relatives of the deceased, and formal identification has taken place, with the subject being identified as 14-year-old Antorens Dorcely, also known locally as ‘Toto’.

During this challenging time, the RTCIPF also expressed its deepest condolences to the deceased’s family, and the force will continue to offer support through our Family Liaison Officer.

In light of this incident, the RTCIPF is urging the public to show respect and sensitivity towards the grieving family by refraining from sharing any footage of the deceased on social media.

Sharing such material can cause additional distress and harm. We emphasize the importance of empathy and respect for the family’s privacy as they navigate their grief. The death of any young person is a loss to the TCI.

The RTCIPF is committed and dedicated to conducting a thorough investigation and ensuring that all aspects of the incident are carefully examined and the findings are communicated transparently to the public.

A request has been made to an external police force to conduct a review of the incident. This is a routine procedure and intended to ensure an independent and objective review of the facts. The community’s cooperation and respect during this time are essential. The RTCIPF assures the public that we remain dedicated to upholding justice and accountability.

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