The management and staff at Carlisle Bay Resort are taking service excellence to a higher level following an educational opportunity ahead of the hotel’s reopening over the weekend.
In preparation for the start of the tourism winter season, team members engaged in a two-week training programme aimed at enhancing the overall services offered at the resort.
Training Coordinator at Carlisle Bay Jamillah Strann explains that facilitators from the US and Caribbean along with herself led the sessions.
“This training was simply to remind the team about the standards under which we operate as a leading resort. We focused on Knowing your Guest, Empathy, Care and Needs, Safety at Work and Team Building. We take education on property very serious so our training is an ongoing process.”
The Food and Beverage team members in particular were exposed to some new ideas and techniques. San Francisco Bar Specialist Savannah Pendergrass says “The bartenders/mixologists will definitely be more entertaining while providing tastier drinks. We looked at infusing fresh ingredients into the drinks and using the Antigua Black Pineapple in more creative ways when mixing cocktails.”
The team will also be preparing their own specially made ingredients such as vodka, bitters, spices and fruit mixes.
Service Trainer Lisa Johnstone from Aires Services out of Trinidad helped team members to understand the importance of their role as tourism ambassadors.
“In the hospitality industry, service is everything and the success of any resort is dependent on its workers and how they serve their guests. We looked at attitude and appearance in depth as these will have a lasting impact on the people they come in contact with not only at work, but also throughout their personal lives.”
The trainees spoke highly of the sessions which they say will help them to carry out their duties in a more unique and professional manner. They also commended the resort’s management and the facilitators for affording them another opportunity to better themselves as tourism ambassadors.
Newly appointed General Manager, Lyle Pauls, is excited about the experience that visitors will have, when they stay at the luxury resort.
“Not only have we been investing in our associates through this mentorship programme but we have also upgraded various areas across the property which both our local and international guests will be able to enjoy.”
These include the addition of the Jetty Bar and Grill with a breathtaking view of Montserrat, upgrade of the suites and soft furnishings, an exclusive resort shop, a cosmetic facelift to the East restaurant and refreshment of the landscaping across the property, all adding to the world-class beauty and experience found at Carlisle Bay Resort.
