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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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Government

Government Outlines New Healthcare Vision as Interhealth Exit Accelerates Reform  

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By Magnetic Media Newsroom

 

PROVIDENCIALES, Turks and Caicos Islands — The Turks and Caicos Islands Government says the breakdown of its relationship with InterHealth Canada presents an opportunity to reshape healthcare delivery, with plans to expand local medical services, strengthen primary care and reduce dependence on overseas treatment.

During a national briefing following InterHealth Canada’s notice terminating its hospital contract, Premier Charles Washington Misick acknowledged publicly for the first time that Government and InterHealth had been negotiating an exit from the arrangement for more than a year after what he described as an “irretrievably broken down” relationship.

Despite the contractual dispute, Misick and Health Minister Kyle Knowles stressed that healthcare services will continue uninterrupted during the transition.

“Allow us to do our job,” Knowles appealed, assuring residents that Government is actively managing the transition and safeguarding patient care.

The Premier outlined what amounts to a broader healthcare transformation built around four connected levels of care: strengthened community-based primary healthcare; expanded polyclinic services; enhanced hospital-based secondary care with greater specialist capacity; and overseas tertiary treatment only for cases that cannot be managed locally.

Among the proposals are the long-discussed establishment of intensive care units, expanded use of currently unfinished hospital space, recruitment of more resident specialist physicians and stronger contract management to oversee future healthcare agreements.

Knowles said the new polyclinic model will broaden services available outside the hospitals, including dentistry, ophthalmology, laboratory services, diagnostic imaging, gynaecology and preventative screening, helping to reduce pressure on emergency departments while improving early intervention.

Misick also acknowledged that while the hospital system significantly improved healthcare access after opening in 2010, Government believes further reform is necessary to improve affordability, sustainability and the range of services available within the Turks and Caicos Islands.

The briefing marked the Government’s most comprehensive explanation to date of its plans beyond the InterHealth contract, signalling that officials now see the transition as an opportunity to redesign healthcare delivery rather than simply replace one operator with another.

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News

Planning for Tomorrow: Why Sustainable Communities Begin with Good Planning

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Turks and Caicos – Every thriving community tells a story long before the first home is built. The placement of roads, the routing of utilities, the protection of natural resources and the provision of schools, healthcare and emergency services are all the result of decisions made through careful planning. While these elements are often taken for granted, they form the foundation of safe, functional and sustainable communities.

As populations grow and communities evolve, planning becomes increasingly important. It helps ensure that development takes place in locations that can support it, that infrastructure keeps pace with demand, and that public services remain accessible to those who depend on them. Good planning also considers the future, creating communities that can adapt to changing needs while preserving the quality of life enjoyed by current and future generations.

Where development occurs without adequate planning, however, the effects can be felt far beyond the boundaries of a single neighbourhood. Roads may be unable to accommodate emergency vehicles, utilities can become overstretched, and environmental resources may come under increasing pressure. Delivering public services in these circumstances often becomes more difficult and more costly, creating challenges that affect entire communities rather than individual properties alone.

For this reason, sustainable development can only emanate from careful planning. It must be ensured that homes, infrastructure and essential services develop together in a coordinated and responsible way. Every planning decision contributes to the broader picture of how communities function, grow and respond to future demands.

Supporting that process requires reliable information. Accurate data helps planners and policymakers understand where growth is occurring, identify emerging needs and make informed decisions about infrastructure, housing and public services. It also strengthens collaboration among government agencies by providing a shared understanding of the challenges and opportunities facing communities.

Within the Turks and Caicos Islands, this collaborative approach is reflected in the work of the Informal Settlements Unit (ISU), which supports a range of initiatives aimed at improving the understanding of informal settlement development. Through activities such as GIS mapping, the Social Needs Assessment Survey and collaboration with partner agencies, the ISU contributes valuable information that helps support evidence-based planning and long-term decision-making.

Strong communities are not built overnight. They are shaped through thoughtful planning, informed decisions and cooperation across government and the wider community. As the Turks and Caicos Islands population continues to grow, maintaining that focus will be essential to creating communities that are safe, resilient and equipped to meet the needs of generations to come.

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Bahamas News

Caught in the Net, Not Accused of Wrongdoing

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What the Attorney General must do now to protect Bahamian exports

Deandrea Hamilton | Editor

NASSAU, Bahamas — The United States’ decision to impose a 12.5 percent tariff on Bahamian exports is about more than higher costs for seafood, rum and other goods entering the American market. It is a warning that The Bahamas must move quickly to strengthen or clarify its legal framework governing forced labour and supply-chain enforcement.

The tariff, which takes effect July 24, is part of a sweeping U.S. trade action affecting 60 economies following a review by the Office of the U.S. Trade Representative (USTR). The review concluded that the listed countries have not adequately prohibited or enforced measures against goods linked to forced labour in global supply chains.

The action follows a recent U.S. Supreme Court ruling that invalidated an earlier series of Trump-era tariffs imposed under emergency powers. In response, the Trump administration shifted to a different legal authority—Section 301 of the Trade Act of 1974—using findings from a U.S. Trade Representative investigation into forced-labour compliance to support a new round of tariffs affecting 60 economies, including The Bahamas.

Importantly, the action does not accuse Bahamian businesses of using forced labour. Instead, it reflects the U.S. view that The Bahamas’ legal or enforcement framework does not yet meet the standard Washington expects.

That distinction matters.

The Attorney General’s Office now has the responsibility to lead the country’s legal response. That begins with determining precisely what concerns the U.S. Trade Representative identified, reviewing whether Bahamian law adequately addresses those concerns and, where necessary, recommending legislative or regulatory changes. If deficiencies exist, legal amendments and stronger enforcement could help position The Bahamas for removal from the tariff list.

The government may also seek formal discussions with U.S. officials while those reforms are undertaken, outlining a clear timetable for compliance and demonstrating that the country is committed to meeting international labour standards.

A Nassau Guardian front-page report on July 24 drew attention to the tariff action, prompting broader questions about why The Bahamas was included among the 60 economies affected by the U.S. trade measure and what steps are now needed to restore full confidence in the country’s trade framework.

For many Bahamians, the immediate concern will be the fisheries sector, one of the country’s largest export industries. Commercial shipments of lobster, conch, fish, crawfish and other products entering the United States could become more expensive because of the additional tariff, potentially affecting exporters’ competitiveness.

The broader lesson is that international trade increasingly depends not only on quality products, but also on strong business relationships and confidence in the legal systems that govern them.

For The Bahamas, this is less a finding of wrongdoing than a reminder that international credibility is earned through modern laws, effective enforcement and trusted partnerships. The challenge now is for the Attorney General’s Office to lead a swift legal review, identify any deficiencies and chart a clear path toward compliance so Bahamian exporters are not burdened any longer than necessary.

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