The Bermuda Tourism Authority celebrated three local hotels this week at the 2025 Bermuda Hospitality Service Standards Awards.

Grotto Bay Beach Resort and Spa won the Customer Service Excellence Award, while the Royal Palms Hotel won the Employee Engagement Award and the Hamilton Princess and Beach Club won the Top Online Reputation Award.

Erin Wright, the Acting CEO of the BTA, praised the winning hotels, stating: “We celebrate the successes of our industry partners because they demonstrate what’s possible when service, digital reputation and staff engagement are prioritised to create unforgettable visitor experiences.

“These examples set the benchmark for others and help strengthen Bermuda’s hospitality offering.”

Donna Alverez, operations manager at Grotto Bay, said the award meant a great deal to the team at the hotel.

“At Grotto Bay, great service is personal,” she said.

“Many of our team members have been with us for decades. We have about six who have served almost 40 years, and many others who bring our average length of service to over 12 years.

“That kind of experience shows. It is the reason we are able to deliver consistent and genuine hospitality that guests remember.”

Theresa Harney-Zuill, the general manager at Royal Palms, said: “We are honoured to be recognised as a leading employer in the hospitality and tourism industry. This achievement reflects the deep value we place on attracting and retaining top talent.

“Our commitment to our people is clear: when we invest in and support our employees, everyone wins. Our guests can feel the difference, and it’s why they choose us time and again.

“For us, being an employer goes beyond providing jobs, we are a family. This recognition is a testament to the passion, dedication, and excellence of our amazing team. We must all continue to raise our standards and deliver exceptional service.”

Roydell Neverson, director of operations at the Hamilton Princess, said the hotel was honoured to win the Top Online Reputation Award for the second time.

“The entire team at Hamilton Princess and Beach Club aims to deliver an authentic, engaging, and reliable presence online,” he said.

“Earning this award once was tremendous. Earning it twice is a powerful reminder that consistency, integrity, and customer connection truly matter. We’re proud to continue earning that trust every day.”