Customer service elevates tourism businesses

  • Standard bearers: BTA staff with newly-certified businesses. From left, BTA tourism standards and training manager Rasheeda Burgess; BVSC employee Nadia Silva; BTA chief operating officer Karla Lacey; Dawnette Darrell of BVSC; Sail Bermuda’s Marilyn Zuill, Brad Tatem, Caleb Zuill and Chris Andrew; Philip Bailey of Strykz Bowling Lounge; Hog Penny’s Joanna Wellman and Lucian Marele; BTA learning development co-ordinator Eron Woods (Photograph supplied)

    Standard bearers: BTA staff with newly-certified businesses. From left, BTA tourism standards and training manager Rasheeda Burgess; BVSC employee Nadia Silva; BTA chief operating officer Karla Lacey; Dawnette Darrell of BVSC; Sail Bermuda’s Marilyn Zuill, Brad Tatem, Caleb Zuill and Chris Andrew; Philip Bailey of Strykz Bowling Lounge; Hog Penny’s Joanna Wellman and Lucian Marele; BTA learning development co-ordinator Eron Woods (Photograph supplied)


Four tourism-related businesses have qualified for certification that recognises top-level customer service standards.

Strykz Bowling Lounge in St David’s, Hog Penny Restaurant&Pub in Hamilton, charter business Sail Bermuda, and the Bermuda Tourism Authority’s Bermuda Visitor Services Centres in Dockyard, St George and Hamilton, are this season’s inductees to receive National Service Standards Certification.

The BTA’s four-year-old National Service Standard Programme now counts a total of 27 certified entities.

BVSC is a wholly owned subsidiary of the BTA. Jakai Franks, BVSC manager of operations, said: “After vigorous training, role-playing and coaching, it feels good to know my team received certifications for all three of our centres. We’re excited to be among this group of qualified businesses, and we’ll ensure visitors and locals get world-class service when they visit us.”

Philip Bailey, owner of the Strykz bowling alley at Southside, said: “As a business owner, I want to ensure that Strykz employees are able to give our customers a great customer experience. I view the Bermuda Tourism National Service Standards Programme as a sure way of Strykz delivering on that promise and it also guarantees that I’m setting up the employees for success.”

Marilyn Zuill, operations manager for Sail Bermuda, added: “Going through the NSSC process helped us better understand the importance of excellent and consistent service. It’s motivated us to work even harder, and we look forward to growing as a team and company as a result.”

The programme’s criteria over the course of a year ranges from customer, staff and management surveys to “mystery shopper” visits and online ratings via portals such as Trip Advisor and Google. Successful entities are identified on the BTA website with a pink star and appear at the top of search listings in their respective sectors.

The other 23 businesses to qualify for certification are:&Partners, Alexandra Mosher Studio Jewellery, Barracuda Grill, Beauty Queen Day Spa, Bermuda Bride, Bermuda Perfumery, Bermuda Transit Services, Devil’s Isle Café, Dolphin Quest, Dowling’s Marine&Auto Services, Flanagan’s Irish Pub, Frog&Onion Pub, Fun Golf, Inverurie Executive Suites, Island Tour Centre, Lili Bermuda, Newstead Belmont Hills Golf Resort&Spa, Pickled Onion Restaurant&Bar, Ptix, Rosedon Hotel, Royal Palms Hotel, Tobacco Bay, and Tuckinn Rentals.

The next intake period for businesses interested in enrolling in the National Service Standards Programme will be the fall of 2020.

For more information, see the BTA website or contact info@service.bm

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Published Dec 27, 2019 at 8:00 am (Updated Dec 26, 2019 at 11:28 pm)

Customer service elevates tourism businesses

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