Ben Harrison - International Correspondent
In several articles during the past three months, The Vincentian included observations, suggestions and constructive criticism about places, people and destinations related to tourism in St. Vincent & the Grenadines. Our Ministry of Tourism has been promoting St. Vincent & the Grenadines as a tourist destination; a recent radio program featured a phone in program focusing on the question, “Is St. Vincent & the Grenadines ready for Tourism?” With major hotel development taking place and the International Airport under way many people are asking the same question.
This past week The Vincentian visited the Tamarind Beach Hotel & Yacht Club on Canouan Island to learn its secret in attracting visitors from around the world, especially Europe, the United Kingdom and the USA. We interviewed management about the challenges, obstacles and successes they have experienced; we interviewed staff about their training, growth and personal development, as well as their satisfaction with their chosen career and employer; and we interviewed guests who are global travelers, about their experiences and perceptions of the readiness of St. Vincent & the Grenadines for an expanded tourism industry.
The results were encouraging:
Management interviews included General Manager Cinzia Occioni and Rooms Division Manager Valeria Crabuzza. Both were very cooperative in sharing their management practices. They hold the view that cooperation in the tourism and hospitality industry is essential. Competitors are welcome to follow Tamarind’s example in any area that will improve operations and help identify all of St. Vincent & the Grenadines, as a destination that not only is ready for, but welcomes tourism.
Occioni explained that the Tamarind Beach Hotel & Yacht Club was purchased and redeveloped 11 years ago by owners experienced in the hotel and hospitality industry: Owners who knew and understood the changing needs of travelers, many of whom were born between 1946 and 1964 and are referred to as the baby boomer generation. In the United States alone, there were 76 million children born during those 18 years. Today, they are between 44 and 52 years of age. Similar statistics appear in Canada, England, Europe and Australia.
Baby boomers are in their peak earning years, and the oldest of them have reached the prime age for travel. They want to have fun, and are willing to pay for luxury and convenience. They tend to travel no matter how scarce their time or money. They are demanding consumers: Whether they go budget or luxury, they want the best available facilities and service. They like toll free 800 numbers and an internet presence with websites offering convenience and interactivity. They look for a good first impression, which includes a friendly knowledgeable voice or email response to any communication.
When baby boomers travel, they still look for a bargain, but a bargain to them means good value for a good price.
The Tamarind Beach Hotel & Yacht Club geared up for this marketing window of opportunity as well as other traditional markets by completely redeveloping and refurbishing the hotel with further major renovations completed in 2005. Each year the hotel closes for a month during September and October for repair, re-decorating, and replacement of any deteriorating furniture and equipment, including the attractive Palapa roofing covering the common office and dining room areas.
Front Office Staff who only have one opportunity to make a good first impression.
The Vincentian next interviewed a number of individual staff members all of whom were very helpful:
While a number were resident on Canouan when hired, many moved to the island from St. Vincent. Some were experienced, others new to the hospitality industry. We asked them to comment on how they enjoyed working for Tamarind Beach; if they felt the experience and training they were receiving was helping them to grow and develop professionally.
In searching for the best available staff, all of whom are hired following a lengthy multi-interview process, management looks for ability, character and personality. When recruiting for a specific position, they are quick to recognize potential in applicants for other openings they may have or will have in the future. Staff when hired, agree that initial training is just the beginning of on-going daily on-the-job training, plus weekly training meetings, as well as cross-training to develop staff in other areas of hotel administration. The hotel has a very high retention ratio of staff with 20 % having been employed for over 10 years, all of whom management rewards with a very generous cash bonus.
The hotel has a website which is currently being redeveloped to be even more attractive and user friendly. On departure, every guest is asked to complete a specific two page form rating their Tamarind experience. Questions cover everything from the guests initial reservations contact, their welcoming arrival at reception, accommodation and room service, restaurant service plus day to day interaction with all staff. The responses are reviewed daily by management and where appropriate, staff involved are complimented or constructively informed of their shortcomings.
Wine Steward Merrick Harry
Wine Steward Merrick Harry said that in his nine months with Tamarind he had learned more about wine and service than in his entire career.
Rosita Ashton
Rosita Ashton who has been with the hotel for 11 years confirmed with a smile that she had indeed received the 10 year bonus and enjoyed being a member of staff.
Cazelia Peters
Cazelia Peters, a four year employee appreciated that if a guest had a special request or concern, that she was empowered to “Do all I can to resolve the problem herself, or if in doubt, to discuss a solution with management”.
Whenever we met staff from the receptionist, to dining room/bar, housekeeping or beach staff, we never failed to receive a good morning smile or an inquiry as to how we were enjoying our stay, along with an offer of assistance or service.
Finally The Vincentian interviewed several guests, including a family of six from England and a Medical doctor and his wife from the USA.
Andrew Barker and Family from Kent England
Mr. Andrew Barker and his wife Sue from Kent England were guests with their two young adult children and their partners. These people are world travelers and have been to numerous islands in the Caribbean. Without qualification they rated Canouan Island and Tamarind Beach as their favourite location.
Dr. Steve Sperring, M.D and Mrs. Heather Sperring
Dr. Steve Sperring, M.D., a prominent anesthesiologist from America and his wife Heather are also experienced world travelers who also felt Canouan was one of their most enjoyable vacation experiences.
In summary, do our observations answer the question “Is St. Vincent & the Grenadines ready for Tourism?” Probably not: But it does indicate that efforts to prepare St. Vincent & the Grenadines for an unprecedented increase in this sector are well under way. The US dollar may be currently under pressure, but the Euro is strong. Our world is a global village with news that travels as fast as light and when that news is good, tourists and investment entrepreneurs are not far behind. Their options are many with world destinations just a few hours away. Every Vincentian can be a tourist ambassador; every hotel and tourist travel facilitator and every employee in the hospitality industry can create positive experiences for visitors to our shores: Experiences that they will share with friends and family in their home country.
Now is the time to jump on the tourism bandwagon with a commitment to make our country one of the finest vacation destinations in the world.
