As The Bahamas continues to attract multi-billion dollar investments in tourism, the question of whether we can meet the demands of offering world-class service is top on the minds investors. This issue was highlighted during a ground-breaking ceremony held at Albany recently, which marked a new phase in the development of that project.
Albany’s managing partner, Christopher Annand said that the luxury resort community is at the “absolute highest end of the market” so service expectations are incredibly high and demanding.
“Many people said as we were talking about Albany, ‘you’ll never be able to accomplish the service levels that you need to with Bahamian labour,’ ” the managing partner commented. “There are a lot of experts out there who told me what we couldn’t do. This was another one”.
There are 275 full-time workers currently employed at Albany, and 97 percent of them are Bahamians. The resort also plans to contract an additional 900 construction workers in the near future.
Despite tales of woe from international experts and other interested parties, Mr. Annand reported that the staff at Albany has dispelled those concerns by offering exceptional service.
“Let me tell you one thing,” Mr. Annand said. “Universally, every single visitor to Albany remarks on one thing: how wonderful our staff [is].”
Minister of Tourism, Obie Wilchcombe, who participated in the ground-breaking activities, told Tourism Today that The Bahamas has to fix service generally, not only within the tourism industry. The minister said he is particularly impressed with Asian service standards in areas like China and Singapore.
“I think The Bahamas has to determine that when we say it’s better in The Bahamas, what does that mean? It means that everything we offer is better in The Bahamas, particularly service,” Minister Wilchcombe said.
The Ministry of Tourism is currently working with the University of Houston to develop service standards for the tourism industry. The tourism leader also pointed out that he has been working with local educators to design a new training program that would be an improvement upon BahamaHost and a requirement for all persons working in the industry.
“What distinguishes The Bahamas from the others? It must be the quality of service. You can go other places for sun, sand and sea. Some of the things you can find uniquely in The Bahamas, but what should set us apart from everybody else is service.”
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