Antigua & Barbuda
The Beach is Just the Beginning
Tourism Newsletter
January 2012
Customer Service Issue
A Message From A & B’s Chief Servant 12 A & B Smiles That Say “Welcome” Sundays at Shirley Heights: The Iconic Party Spot
Jolly Beach Resort:
Offering a Jolly ‘Ole Time & Outstanding Service
10 A & B Hotel Facebook Pages to Like Cover: Jolly Beach Resort & Spa
A SPECIAL INVITATION FROM Antigua and Barbuda’s Chief Servant As we begin 2012, I want to thank all of you for your patronage and the support you have shown
for Antigua and Barbuda.
We look forward to an exciting season that promises to be filled with many opportunities as well as challenges. We remain extremely proud of the diverse offerings in accommodations that can be enjoyed throughout Antigua and Barbuda. Last year, Non Such Bay Resort opened its doors and this year Curtain Bluff will celebrate 50 years in the hospitality business. There has been an increase in airlift from New York’s JFK and the destination has been added to the itineraries of several cruise lines. A number of new and exciting yachting events have also been added to the Calendar and we remain the premier Caribbean destination for weddings and honeymoons. As we strive to achieve service excellence, we recognize that when guests get more than expected,’ they are likely to be happier, more loyal, and sometimes willing to pay more for a better experience. Hospitality, like communion, is enriched when shared with more partakers. Tourism is the lifeblood of our economy and Antiguans and Barbudans take great pride in providing the highest levels of service to the almost one million guests who visit our shores each year. Our brand of hospitality is marked by an open response to the needs of all guests while meeting them on their individual terms. The genuine ornaments of this destination are the many guests who enjoy it. If you have not yet visited our twin islands, we invite you to visit us in 2012 as we celebrate the 45th Anniversary of Antigua Sailing Week and our 55th Carnival celebrations. If you have visited us in the past, we invite you to come again. Sincerely, Dr. the Hon. Baldwin Spencer, Chief Servant and Prime Minister
A&B BUZZ – January, 2012
BUZZ PIRATIONS
BUZZ PIRATIONS: Inspiration for today’s valued A&B Specialists A business absolutely devoted to service will have only one worry about profits -- they will be embarrassingly large. Profit, like happiness is never attained when sought after directly, but as a byproduct of providing a valued service.
Henry Ford (1863 - 1947)
Only a life lived in the service to others is worth living.
Albert Einstein (1879 - 1955)
To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.
Douglas Adams - British musician and author. (1952-2001)
January, 2012 - A&B BUZZ
BUZZEDITORS TravelPad - January 2012 Like us on Facebook & Follow us on Twitter ” Opportunity is no more than finding better ways of serving and addressing customers’ needs. “
Happy New Year to all our valued readers who have joined the BUZZ-Fluence and continue to show a strong interest in A & B.
2012 is predicted to be “The Year Quality of Customer Experience Becomes King.” Despite special promotions and discounts that help generate business, it is the experience that entices visitors to come back. While our pristine beaches, cultural attractions and guaranteed sunshine are all good marketing hooks, it is the first hand visitor experience that sends the strongest message and inspires others to try our product for themselves. The essence of good customer service is cultivating relationships that potential customers feel inclined to pursue. It is about believing in our product, establishing whether our business has what the customer needs, providing that product or suggesting a better alternative, to the customer’s benefit. For the vast majority of hotel properties in A & B, the level of guest satisfaction hinges on the culture of the organization and the expected levels of customer satisfaction that executives convey to their line staff. This issue takes a comprehensive look at the service delivery of A & B’s tourism product at various touch points. A Special Invitation is extended by A & B’s Chief Servant, Prime Minister Hon. Dr. Baldwin Spencer. He emphasizes that visitor satisfaction is the responsibility of each and every citizen of A & B and begins at the highest level of government. Mr. Ted Isaac, General Manager of Jolly Beach Resort and Spa and Chairman of the Antigua and Barbuda Tourism Authority, describes how the culture of his organization helps to shape employee attitudes towards guests. At Galley Bay and Blue Waters, two restaurants have been renamed to honor the contributions of long standing employees. Today’s visitors expect “always-on”, real-time responses and tourism stakeholders that can deliver consistently on high quality customer service will likely be more successful. As we look forward to a successful 2012, it is critical that we all understand the factors that drive this customer revolution. Derede Samuel-Whitlock, Director of Tourism, USA Antigua and Barbuda
A&B BUZZ – January, 2012
General Info: 305 E 47th St. Suite 6A New York, NY 10017 info@antigua-barbuda.org www.facebook.com/antiguabuzz
February is our “Love Our Travel Agents” Issue Inspiration, Motivation and Celebration Visit our Facebook to win cash and prizes in the month of February!!
BUZZ Worthy Events 2012
January 2012 ● New Years Day (public holiday) ● Caribbean Twenty20 Cricket ● EAG Field Trip ● Antigua Yacht Club Round the Island Race ● Super Yacht Cup
A&B
Important A & B Services & Resources
Hotel Guide http://www.antiguahotels.org/v2/hotel.php Restaurant Guide www.foodanddrink-caribbean.com What’s on in A & B www.antiguanice.com Directory of Government Agencies http://www.antigua.gov.ag/article_details.php?id=343 A & B Directory of Services http://www.antiguanice.com/v2/directory.php Listing of Government Websites http://www.antigua.gov.ag/article_details.php?id=359 Schedule for the new service (all times shown are local) From
To
Flight #
Departs
Arrives
Frequency
New York (JFK)
Antigua (ANU)
673* (nonstop)
8:35 a.m.
1:40 p.m.
Mon, Thurs, Fri, Sat
Antigua (ANU)
New York (JFK)
678* (nonstop)
3:05 p.m.
7:00 p.m.
Mon, Thurs, Fri, Sat
January, 2012 - A&B BUZZ
BUZZ Worthy Features – 12 A&B Smiles The Master Weaver, Mansfield
Quality is remembered long after the price is forgotten. Look out for him at Shirley Heights Lookout every Sunday afternoon as he takes basket weaving to another level and engages patrons with his wit, humor and effortless techniques. He utilizes palms to create, flowers, birds, jewelry, in fact challenge him to create any shape or form, in 60 seconds or less. With creativity and style, he amazes visitors who gather to watch him in action, energized by the steel band music and an occasional shot of rum punch.
Coconut Man, Komo
Quality in a service is not what you put into it but what the customer gets out of it. If there is a festival or outdoor event, look out for his colorful coconut display. But during the week, you will find Komo across from the St. John’s Public Cemetery with a pickup truck loaded with freshly picked coconuts. His infectious smile and efficient mannerism are as cool as the drink of coconut water he serves.
Taxi driver, Sean Beazer
There are no traffic jams along the extra mile. He is President of the St. John’s Taxi Association. The minute you meet Sean, you wonder “Where have I met him before?” His friendly, take charge attitude is reassuring and you immediately relax, knowing that you are in good hands and in for a phenomenal tour of Antigua.
Airport Customer Service, Jazelle Kelsick Act as if what you do makes a difference. It does.
What does Miss Antigua grow up to be? Ask Jazelle Kelsick, Customer Service Manager at the V.C. Bird International Airport. After nabbing the coveted title of “Queen of Carnival” in 1974, with her winning smile, Jazelle still represents her country and is one of the first faces visitors see when they enter the Arrivals Hall.
A&B BUZZ – January, 2012
12
A&B Smiles That Say Welcome
Tour Guide, Calvin Gore
Revolve your world around the customer and more customers will revolve around you. Articulate, thorough yet extremely friendly and personable. This native Barbudan relocated to the United States for a few years but has returned to the simple life in Barbuda. Calvin and his brother Jahla provide some of the best tours on the island, including the Caves at Two Foot Bay. They also do a quick sail to a tiny sand bar which they call the Barbuda Outback, featuring fresh spiny lobster.
Bartender, Geraldine Depeza
The customer is why we go to work. If they go away, we do, too. Sunsets at Jolly Beach are even more exciting with a great sunset cocktail. Geraldine’s warm greeting and radiant smile speak to the character of this charming southern belle. Imbibers beware! Her concoctions are amazing and could do you in. Gerry placed second in the 2011 Mango Festival’s Bartender’s contest!
A & B hospitality is peppered with personalities whose commitment to service and “can do attitude are often larger than life”. Their colorful language, confident swagger, engaging looks and sense of pride are attributes that help make the A & B experience so memorable. You will find in most Caribbean countries, everyone has a story and A & B is no exception. Those who work in hospitality often share outrageous accounts of their encounters with visitors that end with proverbial insights for life. They offer their individual brand of generosity and guidance to visitors at any social level. The BUZZ Team captures the essence of 12 outstanding personalities whose service and smiles help bring A & B’s tourism product to life. We want to recognize them for their many of years of commitment in ensuring that visitors have an “all-star” experience. January, 2012 - A&B BUZZ
12 A&B Smiles
That Say Welcome - continued
Red Cap, IRod
We make a living by what we get, but make a life by what we give.
Photo © 2011 www.foodanddrink-caribbean.com
BUZZ Worthy Features – 12 A&B Smiles
Recreation Manager, Vaughn at Sugar Ridge.
“Those who bring sunshine into the lives of others, cannot keep it from themselves.” Born and raised on the south side of A & B, this has been his playground for many years. Vaughn has the inside scoop on the shadiest side of the beach, the best hiking trails and the estimated time to catch the best sunsets. He often doubles as a jogging buddy for those on a fitness getaway.
Proprietor, Rodman George, Uncle Roddy’s Bar
If you can't serve a hundred people, serve just one and give it your all. With many years in hospitality under his belt, Rodman George opened his dream beach bar four years ago in Barbuda and the establishment has already been named as one of the Top 20 Beach Shacks in the Caribbean by Conde Nast Traveler. While employed at the K Club, one of Uncle Roddy’s most famous patrons was Princess Diana. She loved Uncle Roddy’s Barbuda Smash Cocktail, now the most popular drink at his beach bar.
A&B BUZZ – January, 2012
Restaurant Owner/Chef, Dennis Thomas.
A man who will use his skill and imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed. When you arrive at Dennis Restaurant Bar and Grill at Fryes Beach, you begin to wonder, do these local men get any more handsome? In addition to the delectable cuisine and amazing views, visitors are drawn by the stories and anecdotes shared by this host, bartender and chef.
Executive Chef John Samuel, St. James’ Club and Villas The best way to find yourself is to lose yourself in the service of others.
Chef John’s foray into hospitality as a construction worker for a new irrigation system at the hotel is quite unusual. His outstanding work ethic, positive attitude are just some of qualities that landed him a job in the Kitchen department. Formal course work provided the culinary training, but his smile and easy going manner have earned him multiple in house awards as well as the title of 2011 Chef of the Year Award in A & B.
Beach Vendor, The Yellow Lady.
Nothing demonstrates the value of your service like putting them to good use for a cause you believe in. Catch up with this charming and articulate business woman on the shores of St. James’ Club. This artisan creates a range of souvenirs from shells, all carefully handcrafted to evoke memories of A & B’s beaches. She is charming and engaging as she shares stories about her shell collection that dates back to the early ‘70s. BUZZ January, 2012 - A&B BUZZ
BUZZ Worthy Features – Travel Savvy in 2012
Delve into 2012 with Travel Savvy Resolutions Nearly 50% of adults in North America have made New Year's resolutions -to exercise more, eat better and vanquish various vices. But why not resolve to leave your footprints in the sand and get the most out of your A & B vacation? Here are the five top New Year's travel resolutions for 2012 and tips from experts on how to achieve them. www.antigua-barbuda.org
Pack Smarter Nothing weighs a trip down like heavy luggage, and with the rise of baggage fees, this can break the bank as well. A personalized packing list is key. Create a single list of things that you will take on every trip and commit to it.
BUZZ Tips: Almost everything in the liquid- and gel-based
products category, from toothpaste, shampoo, deodorant, sunscreen to insect repellent, can be had in solid form, which will drastically reduce weight and eliminate security concerns.
A&B BUZZ – January, 2012
Learn the local language To really enjoy the appeal of the local culture and color, it helps to learn the local lingo, words and phrases used by the friendly staff. It may be helpful to know in A & B that “good night” means “welcome” and not “good bye.” Also if someone mentions “figs”, they may mean ”bananas.”
BUZZ Tips: By learning just a few key phrases you'll put the
locals at ease and you’ll feel more comfortable and connected, which often leads to better service and a memorable experience.
figs?...
OR figs?...
Improve photos Capturing candid moments on any of our 365 beaches or a majestic sunset from Shirley Heights will help create fond memories of A & B. Whether trying to capture hilarious, heartfelt or heavenly moments, we've all been crestfallen on seeing substandard photos. .
BUZZ Tips:
1. Take some time to understand all of your camera functions. 2. Use flash in the sun. Try turning on the flash when you're taking portraits of each other in harsh sunlight -- flash will actually fill in the heavy shadows caused by the sun, giving you more even light and color. 3. The landscape mode on your camera is designed to give you sharp pictures from a distance, along with rich blue skies and lush earth tones. Flip to this mode when you need it, and let the camera do all the work.
January, 2012 - A&B BUZZ
BUZZ Worthy Features – Travel Savvy in 2012
Delve into 2012 with Travel Savvy Resolutions - continued
Sample the Local Cuisine Eating adventurously in A & B could mean fried fish that has not been beheaded, to sucking the juice out of sugar cane. Eating outside your comfort zone is different for everyone. For some, it's drinking the water directly from the coconut (without a straw). Push your limits and enjoy some delectable discoveries in A & B.
BUZZ Tips: Local food in any country is at the heart of its
culture, so to visit A & B without trying local eats means you only get half of the experience. It’s not just what you eat, but the whole experience and memory of trying something new. 'Don't knock it until you've tried it.
Become more organized No one ever thinks anything will go wrong when they are on vacation, but preparing can help minimize stress. Issues from a lost wallet to a cultural faux pas can mean serious problems. The U.S. State Department has a slew of useful tips for Americans heading off on vacation.
BUZZ Tips:
1. Become more comfortable about A & B by checking the State Department's travel site for safety and legal information and research local customs and laws that you might not expect. In A & B, military attire or prints are not just unfashionable, but also illegal for civilians 2. Duplicate important records. Store vital information such as your passport, bank and credit card numbers through an encrypted online storage site like Travel Vault or email scanned and saved versions to yourself with WinZip. Leave copies with a trusted person at home. 3. Register your travel plans with the Smart Traveler Enrollment Program so you can be reached if there's a family emergency or a crisis. Leave a paper trail.
BUZZ
A&B BUZZ – January, 2012
From Loyal to Royal at Grand Pineapple Resort
Repeat UK visitor, Elizabeth Wood, was recognized last December during her 25th trip to Antigua and Barbuda and The Grand Pineapple Beach Resort joined the Ministry of Tourism to celebrate Wood's unforgettable return. Since 1987, the South Wales native has been spending a month at what she calls her "favorite place" in the world. This year, she returned to the resort twice, reaching the historic mark of 25 visits. Wood comes back for a very simple reason, she said. She enjoys
Pineapple Perks is a Rewards Program designed exclusively for past guests of Grand Pineapple Resorts who are eligible to receive unparalleled benefits and privileges reserved for the most loyal returning guests.
interacting with the staff and asserts that "no other hotel has a comparable beach." She knows all of the staff by name and always stays in the same room because it feels like home. Wood has accumulated more than 137 nights, and is a diamond member, based on the loyalty program established by The Grand Pineapple to incentivize returning guests. The Grand Pineapple was recognized as having the Best Social Scene on the 2012 BUZZ List of Top Resort Features.
week you stay (to use on your next holiday) ● Newsletters and E-mails with Resort Updates and Events ● Returning Guests will also receive special offers and exclusive savings to return to paradise! Plus, the Pineapple Perks Rewards Program is recognized under the Sandals Select Rewards We hope you consider Grand Pineapple Beach Resorts your "home away from home" and want to umbrella and the benefits are interchangeable*. reward you every time your return to paradise. If you previously visited a Grand Pineapple Resort ● Membership is Free and you would like to join the program, please ● Enrollment bonus of 5,000 rewards points send us an email with your name, last dates of (Valued at $125.00) travel and current mailing address. ● Welcome back gift ● In room refreshments upon check-in Send your email to ● Members only luncheon hosted by the General pineappleperks@grandpineapple.com. *Certain Manager restrictions apply. Please refer to the full terms & ● An introductory $50 Resort Credit for every conditions here.
Curtain Bluff
Duran Duran
12 Things to Look forward to in 2012
Veranda Resort Mini Golf
Construction begins on new, state-of-the-art airport terminal
Tamarind Hills
Carnival 55
A&B BUZZ – January, 2012
Antigua Sailing Week 45
A&B’s Soc
Princ
ccer Team
ce Edward
Curtain Bluff Hotel will celebrate 50 years in hospitality with special promotions and loyalty programs throughout the year. Return of Duran to Duran to celebrate 30th anniversary of the filming of hit video Rio in A & B New attractions: mini golf course at the Verandah Resort and the Clay Pigeon shooting range New dining and entertainment options in the south east: French restaurant Le Zest at Willoughby Bay, Thursday nights at Shirley Heights and the opening of the Jacaranda Bar at St. James’s Club New accommodations: villas at Blue Waters and grand opening of new resort, Tamarind Hills at Darkwood Beach Montserrat Ferry is back offering day tours from Antigua to the Emerald Isle Construction of new Airport Terminal begins with minimal disruption in service anticipated Jubilee celebrations for two major festivals – Antigua Sailing Week 45 and Carnival 55. In June, special Honeymooner’s aisle will expedite arrivals for the bride and groom during Romance month A & B’s soccer team will play the USA and 3 other teams in Group A matches in a bid to qualify for FIFA World Cup 2014 in Brazil. Yachting calendar has been expanded to include new events like the RORC Caribbean 600 and the Super Yacht Challenge Royal visit by Prince Edward, The Earl of Wessex, part of global tour celebrating Queen Elizabeth’s Diamond Jubilee. BUZZ January, 2012 - A&B BUZZ
BUZZ Worthy Features – Jolly Beach
Jolly Beach Resort and Spa: Offering A Jolly 'Ole Time and Excepti Located on the southern side of the island, Jolly Beach Resort is
locally owned and considered one of the largest employers on the island. Jolly Beach Resort and Spa (JBR) is recognized for Best Local Vibe (Cuisine and Entertainment) on 2012 BUZZ List of 25 Top Resort Features. www.jollybeachresort.com. With close to 50 years of experience in the business, General Manager Ted Isaac has been with Jolly Beach Resort (JBR) for 11 years. Isaac believes that guest satisfaction is the responsibility of every employee at Jolly Beach and he aims to lead by example. The BUZZ caught up with Mr. Isaac as he was preparing for the upcoming season. A&B BUZZ – January, 2012
ional Service. A&B BUZZ Please describe JBR and the attractions and offerings?
Ted Issac: Jolly Beach Resort re-opened in 2000 after undergoing a US$15 million renovation. A mile-long white sand beach, two swimming pools and five restaurants lead off an impressive array of amenities and facilities that are all-included, making Jolly Beach Resort & Spa Antigua’s best all-inclusive beach vacation value.
We have 464 rooms and cottages on our 36-acre beachfront property. All of our rooms are ocean facing and have a patio and balcony, air conditioning and cable television. In addition to providing our nightly entertainment, our talented entertainment staff engages with guests during the day playing beach cricket and volleyball, as part of a full schedule of daily activities. We also have a Kidz Club and a Teenz Club, very popular with our vacationing families. January, 2012 - A&B BUZZ
BUZZ Worthy Features – Jolly Beach Our Water Sports Department offers lessons on all of our equipment, pedal boats and kayaks, Hobbie Cats and windsurfers. We opened our spa, the Palms Wellness Center, in 2008. It is also home to our fitness center and a beauty salon.
BUZZ Where do most of your guests come from?
TI: We enjoy year round business from the United Kingdom and Europe and the United States of America. Within the winter months, the Canadian market is also a very strong market for the resort.
BUZZ What is the main appeal of JBR? TI: The main appeal of Jolly Beach Resort & Spa is twofold: We offer great all-inclusive value – year-round. We deliver 5-star customer service at 31/2-star rates, kids two and younger always stay free – even in high season. In addition to our five restaurants and bars we offer a wonderful afternoon tea, an opportunity for our guests to mix and mingle, to name a few. And our location, on a mile-long white-sand beach is stunning and delivers the picture-postcard idea that our guests have for their Antiguan getaway or wedding.
BUZZ What is your management
philosophy as it relates to service? TI: The philosophy is ‘Our guests come First’“ I firmly believe that if leaders strive to satisfy guests, then subordinates will automatically strive to provide the best service.”
BUZZ How would you characterize the
management culture at JBR? How does this culture help shape employees’ attitude towards guests. TI: The culture is to provide the best service to the guests and employees are rewarded for providing the best possible service and A&B BUZZ – January, 2012
attention to the guests. To achieve this, we seek to recruit the best possible staff and we conduct ongoing training whichincreases awareness and knowledge of how to treat our guests and provide the best service, We conduct management training programs throughout the year which provides in-depth instructions on how to satisfy guests’ needs.
BUZZ What processes are in place to handle guest complaints and reward employees for high levels of service?
TI: We have a customer relations administrator and all the senior managers are trained to handle uncomplicated issues when there is an occurrence. When satisfaction is not achieved, then senior management, including the General Manager, gets involved. We conduct monthly employee awards based on best performance to the guest and to the property. This is judged by the management team and annually we recognize the employees of the year in respective departments.
BUZZ Give me an example of an
employee who went beyond his/her call of duty to address the needs of a guest?
TI: Ms. Bridgette Carr comes to mind – A couple came to the Resort to get married. The day before the wedding the groom realized that his shirt sleeves were too short. He was in complete panic as his big day was soon approaching. He consulted our Seamstress, Bridgette Carr, who sprang into action with excitement, she loves a challenge. She purchased a piece of fabric and made two cuffs and attached them to the sleeves. That did the trick. The end product - a customized shirt- was miraculous. Her expertise saved that memorable occasion, leaving the couple in total awe.
BUZZ How was this employee rewarded?
January, 2012 - A&B BUZZ
BUZZ Worthy Features – Jolly Beach TI: Bridgette was voted the Ambassador of the year at JBR. She received a plaque; a weekend for two at the Hilton (Barbados) and other complimentary gifts. She is also the recipient of the General Manager’s Award for her outstanding efforts on behalf of the Resort and Guests. For this she received an American Airlines Ticket to Miami.
BUZZ What type of ongoing training is
provided to maintain high customer service levels and ensure that objectives are being met?. TI: Customer service training is an ongoing activity that is done in all departments to ensure quality delivery of service and standards. Frequent exposure to the training which relates to food preparation and delivery is also done to ensure that objectives are met. Supervisors are trained to work as a team and to develop those tools which are needed to maintain the necessary staff levels and guide staff to improved productivity. Coaching is also done in the respective departments to maintain staff service levels.
BUZZ If you could invite a special guest,
from anywhere in the world to experience JBR, who would you invite and why? TI: My choice would be Oprah Winfrey. She cited Antigua as one of her favorite playgrounds and we would love to share our magnificent mile long beach at JBR with her. Based on experience, she is sincere and honest in her judgment of people, places and things. When Oprah talks, everyone listens.
BUZZ As Chairman of the Antigua and
Barbuda Tourism Authority (ABTA) what words of advice do you have for service providers in the industry? TI: The irony of good customer service is that over time, it will bring in more new A&B BUZZ – January, 2012
customers than promotions and discounts. If you apply these five simple rules consistently, your business will become known for its good customer service. 1. Don't make promises unless you will keep them. 2. Listen to your customers and deal with complaints immediately. 3. Be helpful - even if there's no immediate profit in it. 4. Train your staff to be always helpful, courteous, and knowledgeable. 5. Take the extra step. BUZZ
Click here for a video of Jolly Beach http://www.youtube.com/watch?v=2ZovjhdrQk&feature=related
Ted Isaac, Jolly Beach General Manager and fellow employees
January, 2012 - A&B BUZZ
BUZZ Worthy Features – Shirley Heights
Another Legendary Shirley Heights Sunset
Sundays at Shirley Heights : The Iconic Party Spot Sunday Jan 1, not only marks a new year in business for Shirley Heights Lookout but also the 1566th Barbecue Party hosted by this legendary hot spot. This historic location was once part of the British naval operations in A & B and at 550 ft above sea level, patrons can see the neighboring islands of Montserrat and Guadeloupe on a clear day.
If it’s Sunday, it’s time to head out to the Shirley Heights “jump up”, where the sunset vistas are magnificent and the people, music and rum punch create lasting memories. Valerie Hodge, proprietor of Shirley Heights Look Out (SHLO), shares the genesis of this hot spot that tops the bucket list of experiences in A & B.
A&B BUZZ – January, 2012
A&B BUZZ Please describe Shirley Heights Look Out.
Valerie Hodge: Located on the hillside overlooking English Harbour and Nelson’s Dockyard, we offer a restaurant, bar and gift shop. Steeped in history and surrounded by various relics of A & B’s heritage, Shirley Heights Look Out has the distinction of sharing the same birth date as the nation of Antigua & Barbuda, November 01, 1981. We have 14 fulltime employees, and nearly the same number of partners, join us in staging our famous Sunday barbecue party. Shirley Heights Look Out
BUZZ What was the inspiration behind the creation of this entertainment spot?
VH: During Antigua Sailing Week, over 30 years ago, my late brother, Russell, observed that this was a perfect lookout spot to see all of the yachts and decided that it would be the ideal location for a business. Coincidentally, when, as a late teenager I shadowed big brother Russell, we would sneak out to this amazing location to watch the sun rise. So we have always had a special connection to this spot..
BUZZ What would you say is the main appeal of SHLO?
VH: Location, location, location! It’s also about consistency. We have earned a reputation for great food, a good party atmosphere and the fact that our Sunday barbecue party is 30 years old and growing. To us, this speaks to the quality of the product. Additionally, we are a wonderful wedding venue and have established ourselves over the last two Sailing Weeks as the perfect setting for international concerts.
BUZZ Where do most of your guests come from?
Partying with the Halcyon Steel Band
VH: Around the world! Traditionally, the majority has come from the U.S and I suspect that it still does, but in recent years we have seen more and more Europeans. January, 2012 - A&B BUZZ
BUZZ Worthy Features – Shirley Heights
Sundays at Shirley Heights : The Iconic Party Spot - continued
BUZZ What is your management philosophy
BUZZ What type of training is provided to
VH: That the Shirley Heights experience must exceed expectations
VH: We emphasize the need for excellent customer care during routine meetings. We have utilized training offered by The Employers’ Federation and we are contemplating utilizing the services of a HR consultant.
as it relates to service?
BUZZ To what do you attribute the long term success of SHLO?
maintain high customer service levels?
VH: The fact that we strive to always make the Shirley Heights experience the highlight of the Antiguan vacation has been a winning proposition.
BUZZ If you could invite one person,
BUZZ What processes are in place to handle
VH: I would invite actor, Denzel Washington to come back to Shirley Heights Lookout. He visited once, before I was Managing Director. I admire Denzel’s compassion that fuels the humanitarian work that he does, without fanfare. I would invite him to sit with me, under the umbrellas at Shirley Heights, and admire the view; and while he is doing that, it would afford me the opportunity to take a break and do the same!
customer complaints?
VH: The complaints that reach me, and I hope that the majority do, are treated as legitimate, no matter how unlikely or trivial they may appear, and we ask for an opportunity to redress the perceived wrong and persons are invited back as our guests. We recognize that a customer who is dissatisfied is the worst referral for any business. A&B BUZZ – January, 2012
anywhere in the world, to Shirley Heights, who would you invite and why?
BUZZ
Training in Hospitality
Ongoing training is of critical importance to ensure that
customer service objectives are met and the Antigua & Barbuda Hospitality Training Institute (ABHTI) is the premier educational institution in the Eastern Caribbean. Formerly known as the Hotel Training Center, the Institute was founded in 1977 as unit of the Antigua State College. In October 2003 the facility was completed and the Center reopened with a new name. Improvements include: upgraded teaching facilities, additional lecture rooms, demonstration laboratories, state of the art kitchen, a refurbished main building with expanded restaurant, bar, and a meeting room, new library, computer rooms and faculty room. THE MISSION To produce a quality skilled workforce and professionals for the Hospitality and Tourism Industry and to provide training and education with a commitment to excellence and to equip persons to work in the Hospitality and Tourism industry with a high degree of professionalism THE MOTTO Training for Excellence in Tourism and Hospitality. THE PROGRAMS The ABHTI offers courses to new entrants to the Tourism Industry --16 years and older. Students have the option of pursing a 2 year or 1 year programs. The courses are full time, five days per week, for a 10 or 20 month duration.
Upon completion, students are attached to a hotel for two months internship (between 360 and 480 hours) to gain practical experience. The main curricula of the Institute are that of the Caribbean Tourism Learning System (CTLS) developed by the Caribbean Tourism Organization. Associate Degree • Hospitality Management Degree (2 years) • Culinary Arts Degree (2 years) Diploma Programs • Food & Beverage Operations Diploma (2 years) • Reception and Sales Diploma (2 years) Certificate Programs • Basic Cookery Certificate (1 year) • Food & Beverage Service (1 year) • Housekeeping (1year) The ABHTI also offers short courses in response to industry and public need. These include: • Service Ambassador program • Spanish • Entertaining with Style • Cooking Techniques • Exceptional Hospitality Executive Provisioner (EHEP) • Bartending • Baking BUZZ • Mediterranean Cuisine January, 2012 - A&B BUZZ
Eye on Business at Blue Waters Hotel. Trouble Free Business Continuity Blue Waters can now quickly recover its critical IT system whatever the weather www.bluewaters.net Even at one of the most exclusive hotels in the world, Information Technology is critical to ensure that guests enjoy the best service. Although an island paradise, the region does occasionally encounter violent storms, hurricanes and problems like flooding, and loss of power can impact business.
“Although we have battery backup on our IT systems, the loss of critical applications and data can seriously impact the service we offer to our guests,” Tony Randall, Director for Blue Waters. “We have used backup tapes in the past but with minimal IT staff at the resort, we needed a better solution to protect our IT systems and guarantee we can recover in the event of a serious disaster.” As a double Winner of the Best Hotel in Antigua at the prestigious World Travel Awards, Blue Waters offers over 100 rooms and suites and is a brilliant blend of old and new as classic
Caribbean style meets contemporary amenities. Behind the scenes, IT is critical to the operation of the resort as well as the group headquarters in Biddlesden, Northamptonshire. Randall felt that a single solution covering both locations would make the most operational sense so he contacted Your IT Works. A successful Backup and recovery managed service was established to cover both Blue Waters locations, even though they are 4000km apart. This solution relies on minimal in-house resources to protect the resort’s IT systems. Your IT Works monitors the solution 24/7 and has the ability to remotely access any server from any location via the internet. Worst case scenario, if internet connectivity is lost, the system has the ability to recreate critical servers on different hardware in just a few hours, offering an enterprise class business continuity solution. BUZZ
January, 2012 - A&B BUZZ
Working Vacations In A&B
The new villas at Blue Waters are growing in popularity and the spacious layout, modern look and feel not only appeals to families, but also to business travelers. While free breakfast, concierge, free newspapers, Cable TV and a room with a view are still on the priority list, the reality is, many visitors have to get some work done during their vacation getaway.
But guests want to be expeditious and time is money. The value of “no hassle” amenities is priceless,
particularly when it competes with beach, golf or spa time. Merely satisfying customers no longer earns their loyalty, they must experience exceptional service that matches their lifestyles at all touch points. Here are the 7 business amenities that are offered at Blue Waters Hotel that help today’s travelers strike that delicate balance between “checking in” to work and “checking out” from their vacation.
Pelican House at Blue Waters business amenities 1. Free, reliable WIFI access throughout the property. Solid bandwidth that does not drop. 2. Multiple outlets to plug in laptop, phone charger and other electronics. 3. Comfortable, ergonomic desk, chair and task light. 4. In room coffee, or fresh coffee in the lobby all day. 5. Lobby Service that provides PCs, copy, fax machines and printers. 6. Loyalty Program 7. Fitness Center
BUZZ
January, 2012 - A&B BUZZ
Golden Years at Curtain Bluff The party began with the celebration of the 50th Tourist Winter Season for Curtain Bluff, hosted for specially invited repeat guests of 20 years and over. There was music, food galore and fireworks. The celebration will continue in February, the actual month in 1962 when the hotel opened its doors. Guests will receive locally aged English Harbour Cavalier Rum in a specially etched bottle and will be feted with live music from a local band to let them know that they are part of the local history. Managing Director Robert Sherman likes to tell the story of Curtain Bluff and its founder Sir Howard Hulford. “It is a story,” he said, “about what happens when a larger than life character (complete with cigar) with an uncanny ability to turn a seemingly impossible idea into a reality.”According to the tale, it was not easy to convince the proud community of Old Road, where the hotel has made its home for half of a century, to open its arms in welcome as the
A&B BUZZ – January, 2012
people were “renowned for their fierce independence and determination to protect their little bit of paradise.” However, a commitment to make a real contribution to uplift and preserve the Old Road community, in addition to hiring the majority of Curtain Bluffs employees from the village broke down any reservations. Today, the hotel is responsible for many community programs which have enabled several children from the community and employees to receive medical assistance abroad as well as scholarships for higher education. The hotel currently has 210 employees. “Even though we are 50 years and golden, we don’t look 50. Everything is modernized,” an ecstatic Resident Manager Wendy Eardley said “Every year we do renovations to the property so we don’t look our age.” BUZZ
Specials Wellness Weekend Special from January 12 - 16, 2012
Honeymoon Package from April 15 - May 14, 2012
To start the New Year off on the right foot, sign up for our Wellness Weekend crammed with fitness, spa, and wellness activities.
These 4-night packages include the following:
Daily fitness activities including a rainforest hike, Beach Boot Camp, Pilates, muscle toning, Yoga, stretch, and aqua aerobics. Complimentary personal training session at the fitness center. Choice of daily spa treatments, including an Ultimate De-stressor Massage, a Moor Mud Wrap, Classic Facial, Sabai Hot Stone Massage, and Classic Manicure and Pedicure. Private consultation with a certified nutritionist to learn how to maintain healthy eating habits once the after the weekend is over. A healthy cooking class led by Chef Christophe Blatz. Rates start at $US 735 per person per night, based on double occupancy.
• 3 meals a day • Bar drinks • Most water sports including motorized and non-motorized water sports • Use of the gym including aerobic, Pilates, yoga and aquatic classes • Use of tennis courts and squash court • Round trip town car airport transfers • Bottle of champagne in room upon arrival • Private dinner in romantic garden gazebo • Couples Destressor 60 minute massage in spa • Sunset sail on 49-foot sailboat Rates start at $US 4,465 (for 2 persons in a room inclusive of tax and service)
www.curtainbluff.com
January, 2012 - A&B BUZZ
A & B Hideaways With Tailor-Made Servic History
Admiral's Inn, Antigua A small and friendly inn set in restored buildings right in Nelson’s Dockyard in Antigua. Admirals Inn has a delightful sense of history about it, but also a lively atmosphere because it is also at the heart of the
Family
Anchorage Inn, Antigua A friendly, family-owned inn with some self catering rooms in the north of Antigua, within easy reach of the Dickenson Bay beach, St John’s and the airport. Set in brightly decorated buildings, Anchorage Inn offers good value and sees an interesting mix of holidaymakers and other travelers. Key Features: A cheerful, friendly 40 room Antigua inn
Sailing
Catamaran Hotel, Antigua A collection of 14 self-catering rooms and suites set on a small strip of sand on Falmouth Harbour in the south of Antigua. The small hotel is good value and has a friendly atmosphere. It has a pool, some water sports and a restaurant and bar close by, so you can to tuck yourself away, but it is also within a shout of the activity
Romance
Cocos, Antigua Twenty very pretty gingerbread-style cottages ranged around the point above Jolly Harbour on the west coast of Antigua. Quite simple and rustic, but good value with a friendly atmosphere and lovely tropical garden setting. Antigua all-inclusive plan. Key Features: A relatively inexpensive, small Antigua
Artist Retreat
Harmony Hall, Antigua A very small and secluded hotel set around a small estate house and windmill art gallery near Antigua’s eastern coast. Just six rooms in a quiet but very pretty setting. Closed mid-May to early November. Key Features: Very small and charming Antigua hotel, with some traditional Caribbean style, ceiling fans, minibar, private patio, pool, beach, complimentary boat
Eco-Experience
Siboney Beach Club, Antigua A family owned, beachfront property with just twelve one-bedroom suites, set on Dickenson Bay, Antigua’s liveliest beach. Tucked in an oasis garden bursting with tropical greenery, it is informal, friendly and ideal for travelers seeking an independent holiday while still
A&B BUZZ – January, 2012
island’s sailing action Key Features: Admiral's Inn Antigua is one of the Caribbean small hotel treasures - a historic Antiguan Inn, set in buildings dating from 1788, in the thick of the sailing action. Fourteen rooms and suites, some including 7 studios with kitchenettes. All rooms with cable TV, air-conditioning, fridge, microwave and internet access. Swimming pool, restaurant (currently breakfast only), poolside bar, Reception with lounge, piano and bar area. Honeymoon suite, conference room for 35 theatre style. Caribbean inn weddings. Rooms non-smoking. Daily Winter Special From $115 USD double
of English Harbour. Good place to stay for Antigua Sailing Week. Key Features: Quiet, small Antigua hotel, pretty location for tailored weddings, 14 rooms and suites with kitchenettes. air-conditioning, ceiling fan, balconies, cable TV, coffee maker, toaster, some with half-size cookers others with hobs. Swimming pool and sundeck,
all-inclusive hotel with 20 quite simple and charming wooden cabins, each with a small balcony. Restaurant, pool and bar, small library, ceiling fans, fridge, coffee maker. Daily Winter Special From $370 USD All Inclusive single and double occupancy in winter 2012. All inclusive rates include: Accommodation, full breakfast, trips to Green Island (for beaches and snorkeling). Art Gallery with revolving exhibitions and good restaurant, popular stopover for lunch. One Day Getaway Special: $300 USD per couple (inclusive of all taxes, service charges, breakfast, choice of either breakfast or lunch and complimentary ferry to neighboring Green Island) Daily Special: $241 USD double occupancy (inclusive being close to the action. Very well priced. Key Features: Affordable Antigua accommodation, 12 suites with simple, concealed kitchenettes and a Tree House studio room. Coconut Grove beach restaurant and bar. Secluded garden with swimming pool. Internet access. Small office library.
ce relatively simple but well priced, restaurant, popular bar, some entertainment (a band on Saturdays in season). Daily Winter Special From $130 USD single occupancy or $160 double occupancy in winter 2012 Number of rooms: 14 occupancy in winter 2012: includes continental breakfast, 20.5% tax and service charges and complimentary internet access. Day Pass Getaway: $60 USD Book 7 Nights and get 2 additional nights free: Valid for stays between February and November 2012 Number of rooms: 40
restaurant, bar (evenings), water sports, Wi-Fi in central areas, bicycles for rent. Daily Winter Special From $170 USD double occupancy in winter 2012 Number of rooms: 14
lunch, afternoon tea, dinner, cocktails, soft drinks, water, brand liquors and spirits, house wine by the glass with meals, snorkeling and kayaking, swimming pool, beach loungers, beach/pool service, beach/pool towels, taxes and staff gratuities. Number of rooms: 20
of all taxes, service charges, breakfast, and complimentary ferry to neighboring Green Island) Weekly Special: $1,446 USD double occupancy (inclusive of all taxes, service charges, breakfast, and complimentary ferry to neighboring Green Island) Number of rooms: 6
Daily Winter Special: From $170 USD single occupancy or $ 190 USD double occupancy Number of rooms: 13
BUZZ
January, 2012 - A&B BUZZ
A&B’s New Airport Terminal
Artist’s Rendering of the New Terminal
Background Image: Existing Terminal
The new terminal will be located east of the existing terminal and construction is expected to be completed in 2013. Key Features
“With six to seven jumbo jets on the tarmac at any given time, we have definitely outgrown the present terminal, Antigua & Barbuda is a growing destination, with tourism arrival figures peaking, and airlift to the destination always increasing. We are committed to enhancing the overall visitor arrival and departure experience and are therefore extremely pleased to be making a move to a more equipped terminal.”
• The fully modernized terminal will have a total construction area of 165,814 ft² • Three Jet Bridges • Estimated cost $45,000,000 USD
-Minister of Tourism John Maginley speaking at the World Travel Market 2011
A&B BUZZ – January, 2012
BUZZ
From the Diary of an A&B Hotel Desk Clerk With a greater focus on customer service, many hotels are more willing to throw in extras to cultivate greater customer loyalty. In this economy it seems that almost everything is negotiable, if you know how to go about. it.
Dear Customer,
If you travel frequently to A & B, chances are you use the same hotel each time. Get to know the staff. Regulars are recognized and treated as VIPs. You could get free upgrades, discounts, and more. If you request a king bed, there’s no guarantee. No matter how confident the reservations agent sounds, call the hotel directly and make the request again a few days before you travel. Do it again on the day of and if we still don’t have one when you get there and you’re nice about it, we may comp your breakfast or upgrade you to a suite. Don’t act like you own the place. Our policy is to automatically upgrade people if we’ve got the space – but I’m not going to do it if you’re snarky. (Keep it low) Don’t ask me for an upgrade when other guests are within earshot. Want a more spacious room without paying more? Request a corner room or a handicapped one. Please, don’t call between 9 a.m. and 1 p.m. with a special request. Chances are I’ll have a long line of guests waiting to check out or in and will just want to get you off the phone.
If you show up at 11 a.m. and check check-in time is 2 p.m., please don’t be upset if your room isn’t ready. I can’t make the housekeepers go any faster. And you don’t want them to rush. It seems to have gone out of fashion to tip your housekeeper. Most are paid minimum wage with the expectation of tips. Take care of them and they’ll take care of you. The 1 1-800 reservations number will probably send you to a central office with set rates. If you call the hotel directly, sometimes you can better negotiate. We love it when you “steal” the soap, shampoo, and lotion. That’s why we put our logo on them. But pillows, bedspreads and irons? We’re billing your credit card. Keep the noise down. Even the best hotels aren’t totally soundproof, and I’m the one who has to send the security guard up to knock on your door when someone complains. It’s a lot easier for me to remove Wi Wi-Fi charges from your bill at checkout than to agree to waive them in advance.
BUZZ January, 2012 - A&B BUZZ
The Inn at English Harbour – Best Sleep Experience
The Inn at English Harbour is recognized
on the 2012 BUZZ List of Best Hotel Features for offering the Best Sleep Experience in A & B. General Manager at this luxurious resort, Mr. Fabio Giorgi says “When a guest has a good sleep
experience, they typically feel better about their stay and the overall service.” At the Inn, they recognize that a good sleep experience begins long before a guest climbs into bed. The resort offers a Spa, Fitness center, sailing and number of adventures that enhance rejuvenating
sleep and lead to a more satisfying experience. The Inn’s success in offering the type of rest that leads to productivity and relaxation has made a difference in gaining repeat customers and favorable user-generated reviews on various social media websites.
Cultivating Sleep Stuffy air, quality of mattress and thin walls are the most common complaints that inhibit sleep in hotel rooms. To become purveyors of sleep, some hotels educate guests on how to get a good night’s sleep. Tent cards are placed in the room with sleep education material—what you should and should not
do during the day to give you a good night’s sleep. Cultivating good sleep however, extends outside the guestrooms. Preparing for a good night’s sleep starts in the morning and hotels can help induce better sleep for guests by offering healthier foods and entertainment that aids calmness, rather than stress.
Quality of the mattress and pillows The quality of hotel mattresses and pillows may greatly influence visitor perceptions and many consider it an important part of the overall quality of overnight stays and vacations.. A good pillow might go unnoticed but an uncomfortable pillow can ruin
one's sleep experience. Pillows that keep the head and neck in a straight line as if you were standing up can increase deep sleep by as much as 20 percent. Some mattresses do not provide proper lumbar support and guests wake up stiff in the morning.
Lighting and Sleep Room lighting is also essential for a good night’s sleep. Light-darkening curtains bring on the secretion of melatonin in your brain to put you to sleep. The interference from light seeping into a room from under a door, or light emitted from clocks and radios
January, 2012 - A&B BUZZ
can also disturb sleep. Reading environments task lighting or reading lights over beds that allow one person to read while the other sleeps, also induce better quality sleep.
BUZZ
A&B Restaurants named to Honor Employees Companies that give excellent service recognize and reward employees for providing it. Ismay’s Restaurant and Bar, a timber building on the southern end of the beach adjacent to the bay, offers everything from classic West Indian roti to seafood gumbo and classic Rastafarian dishes on the menu. The restaurant was named to honor employee Ismay Mason as a tribute to her 45 years of dedicated service at Galley Bay. Her work-ethic and commitment to quality was well recognized by her colleagues and repeat guests. She had an amazing capacity for remembering not just the guests’ names, but things important to them, including details about their families and their favorite dishes. In short, Ismay exemplified good customer service. Last March, Blue Waters Hotel honored two of its longest serving members of staff and recognized their outstanding contributions to the well being and longevity of the hotel.
Mrs. Inez Bartley & her son Elwin at the renaming of Bartleys
The first award went to Mrs. Inez Bartley, Executive Housekeeper and member of staff for more than 46 years. The second was given to Ms. Veronica Williams who has worked with the hotel since the day it opened in 1960, when it had just 16 rooms. Veronica started as Head Maid and is now Assistant Housekeeper. She was awarded a long service award in 2004 and continues to play a vital supportive role.
In addition to their individual awards, the hotel honored both ladies by renaming one of their restaurants to Bartleys, and their most popular pool bar was renamed Veronica’s . Bartley’s Restaurant offers comfortable, air-conditioned dining in an intimate setting. Situated within the main hotel complex, the elegantly appointed Bartley’s Restaurant offers the perfect opportunity for guests to share a romantic dinner, celebrate a special occasion or simply enjoy an evening of delectable entrees, fine wines, and great company BUZZ
A&B BUZZ – January, 2012
Repeat patrons to a
International Fare Named in Honor of 12 Loyal Patrons Fettuccine Alfredo – Alfredo di Lelio, an early-20th-century Italian chef invented the dish for his wife at his Roman restaurant and popularized it among tourists. Eggs Benedict –Lemuel Benedict, a New York stockbroker, claimed to have gone to the Waldorf Hotel for breakfast one day in 1894, while suffering a hangover. He asked for a restorative in the form of toast, bacon, poached eggs, and Hollandaise sauce on the side. The maître d' (Oscar of the Waldorf) took an interest in Benedict's order, and adapted it for the Waldorf menu, substituting English muffins and ham, adding truffles, and naming it after Benedict. Caesar Salad – Caesar Cardini (1896–1956) or one of his associates created this salad at the restaurant of the Hotel Caesar in Tijuana. Cobb Salad – Robert H. Cobb, owner of the Hollywood Brown Derby restaurant, who is said to have invented the salad as a late-night snack first himself in 1936–1937. It was later added to the dinner menu.
A&B BUZZ – January, 2012
Delmonico steak – named for the Delmonico brothers' restaurant Delmonico's, at one time considered the finest restaurant in the United States. The restaurant's chef Charles Ranhofer named many dishes after historic figures, celebrities of the day, and favored customers. Bananas Foster – named after Richard Foster, regular customer and friend of New Orleans restaurant Brennan's owner Owe n Brennan, 1951. Margarita –Enrique Bastate Gutierrez claimed he invented it in Tijuana in the 1940s for Rita Hayworth. Hayworth's real name was Margarita Cansino. Carlos Herrera said he created and named the cocktail in his Tijuana restaurant in 1938–1939 for Marjorie King. Ms. King was reportedly allergic to all alcohol except tequila, and had asked for something besides a straight shot. Peach Melba – Dame Nellie Melba (1861–1931). Chef Auguste Escoffier at the Savoy Hotel 1893 heard the Australian soprano, sing at Covent Garden and was inspired to create a dessert for her
Rueben Sandwich. Reuben Kolakofsky (1874–1960) made it for a poker group gathered at his restaurant in an Omaha, Nebraska hotel c. 1925. Sandwich – John Montagu, 4th Earl of Sandwich (1718–1792) did not invent the sandwich. Meat between slices of bread had been eaten long before him. But as the often-repeated story goes, his title name was applied to it c. 1762, after he frequently called for the easily handled food while entertaining friends. Their card games then were not interrupted by the need for forks and such. Shirley Temple – the classic children's cocktail of club soda, grenadine, and a maraschino cherry was invented in the late 1930s at Hollywood's Chasen's restaurant for the child star Shirley Temple . A slice of orange and a straw is suggested; the paper parasol is optional. Beef Wellington – Arthur Wellesley, 1st Duke of Wellington (1769–1852), British hero of the Battle of Waterloo, had this dish of beef with pâté, mushrooms, truffles and Madeira sauce, all encased in a pastry crust, created and named after him by his personal chef.
particular restaurant often develop relationships with waiters and chefs who are attentive to their unique dietary requests. Outstanding service develops a level of trust that helps to build long term customer loyalty. Here are 12 world recognized, appetizers, entrees, desserts and cocktails that were developed by chefs whose goal was simply to deliver exceptional service in addressing patrons’ passions and preferences
Shirley Temple
BUZZ
Royal Visit: Prince and Princess of Monaco Prince and Princess of Monaco call Antigua and Barbuda “a Beautiful Paradise “ Their Serene Highnesses The Sovereign Prince Albert II and Princess Charlene of Monaco have heaped praise on Antigua and Barbuda’s tourism product, calling Antigua and Barbuda a beautiful paradise. The couple who wed in June vacationed at the Inn at English Harbour just after New Year’s. The Prince and Princess said they enjoyed every moment of their stay in the twin island nation. “The environment, the service and the accommodations at the resort all lend to a remarkable stay,” Prince Albert II told Prime Minister Spencer during a special audience. “I enjoyed the remarkable steel band music that entertained us at the resort and I look forward to welcoming a steel band from Antigua and Barbuda for one of our festivals,” Princess Charlene told Prime Minister Spencer.
PM Spencer with The Sovereign Prince Albert II of Monaco during his recent visit to Antigua and Barbuda.
The Prince and Princess with their helicopter pilot upon their arrival at Lighthouse Bay, Barbuda
Their Serene Highnesses also spent a day at the Lighthouse Bay Resort in Barbuda. They pledged to return to the destination. Monaco is the second smallest country in the world, with a 2011 population estimate of 36, 000. The country has been governed under a constitutional monarchy since 1911, with the Sovereign Prince of Monaco as monarch. Digital photos by Maurice F. Merchant
BUZZ
A&B BUZZ – January, 2012
Prince and Princess with GM Fabio Giorgi at the Inn at English Harbour
BUZZ Worthy Features – 10 A&B Facebook Pages to Like
10 A&B Hotel Facebook Pages to
Hotels in A & B have upped the ante with Facebook pages that More and more, social media practices are being integrated in programs to target customers, whet appetites and address quer in an effective manner. Here are some of the BUZZ favorites Facebook.com/GalleyBay Fan – Tastic Galley Bay Resort has a well designed Welcome page and has built up quite a following with over 5300 Facebook fans -- sister hotel, The Verandah Resort, is a close second with over 4500 fans. Facebook.com/ VerandahResort Full of Zip The Verandah Resort and Spa has a very active page with a least one exciting post per day which includes recipes of delicacies featured on their menu, events, special offers, pictures and video. They are also very interactive with guests and respond promptly to inquiries from potential visitors in a timely fashion. Facebook.com/ 27707648167 Deals, Discounts and Specials The Jolly Beach Resort and Spa consistently features the most specials and packages on their page. This includes: a Jolly 7-Day Sale, a 72Hr Buy One Get One Free Special, a Spend the Day Package for cruise passengers and a Girls Getaway Package.
Facebook Triggers Hugging Social Networking affects the brain like falling in love Neuroeconomist Paul Zak, a.k.a. Dr. Love has discovered that social networking triggers the release of a generosity-trust chemical called oxytocin in our brains. This could be a major breakthrough in social media for the hospitality business and a wake-up call for every hotel in A & B. Oxytocin the 'cuddle drug' (not to be confused with the painkiller oxycontin) is a hormone that is produced daily by the brain. It triggers a reaction, suggesting a relationship between empathy and generosity. Known for years as the hormone forging the unshakable bond between mothers and their babies, oxytocin is now, recognized as the human stimulant of empathy, generosity, trust, and more. It is
A&B BUZZ – January, 2012
described as the "social glue" that adheres families, communities, and societies, and as such, oxytocin acts as an "economic lubricant" that enables us to engage in all sorts of “emotional” transactions. The essence of affection, the cuddle chemical, oxytocin. ISSUES to Consider: Social Networking affects the brain like falling in love ● Does this explain our need for BlackBerry-bearing, Twitter-ing, Facebook friends for constant connectivity?
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Facebook.com/ StJamesClub Fun Trivia St James’s Club and Villas offers a distinctive welcome to its followers and often features a Trivia question to test fans’ knowledge of the resort and destination. This not only increases awareness but fan comments often build further discussion and ‘likes” about a particular factoid.
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of social media, the implications for the y industry to better understand the now networked world could be significant. If A & B understand human behavior and its anisms, it could put us on the right path of rget customers and deliver better clients and satisfaction.
BUZZ January, 2012 - A&B BUZZ
BUZZ Worthy Features – 10 A&B Facebook Pages to Like
10 A&B Hotel Facebook pages to Like
- continued
Facebook.com/ JumbyBayResort Added Twist Jumby Bay adds a twist on its page by featuring its resident colony of rare Hawksbill Turtles. “Happy Turtles Tuesdays” features weekly postings and photos of this endangered species, cared for by the Jumby Bay Hawksbill Project a member of WIDECAST (Wider Caribbean Sea Turtle Conservation Network). Facebook.com/ hermitagebay.antigua Tastemaker Hermitage Bay Hotel has a lot of interaction with its followers. Many ask questions or make comments, and Hermitage Bay is quick to provide a timely answer. One of our favorite things is the interesting lifestyle articles that are posted at least once a week that elicit “likes” and comments from followers. Topics such as “10 Things You Probably Didn’t Know about Champagne” and “Trustiness” make for engaging discussions and opportunities to promote the Hermitage brand. Facebook.com/ CurtainBluffResort Always-on Curtain Bluff Hotel is making significant inroads in the social media realm. It is one of the most active pages that we found, posting a couple times a day. During the holidays several hotel events and activities were posted by staff and guests and help to showcase the breath of the CB experience. Facebook.com/ SugarRidge Entertainment Zone The Sugar Ridge Hotel’s events page highlights the hotel and events in the community. This supports the events-driven marketing strategy and promotion of weekly activities hosted at the Sugar Club -- live shows to include U.K. entertainers Bobby Wetherbee and Patricia Fitzpatrick, product and event launches, Spa events at their renowned Aveda Spa, artwork exhibits and even music festivals!
A&B BUZZ – January, 2012
Facebook.com/ bluewatershotel Photo Adventures The Blue Waters Hotel has the most pictures posted on their Facebook page which fully encapsulates the Blue Waters experience. A combination of amateur and professional shots help paint a rich picture of the property. These range from weddings, staff events, to picturesque views from the hotel, the beautiful landscape, interior shots of the rooms and cottages, live entertainment and delectable cuisine. Facebook.com/ LighthouseBayResort Building Buzz Given the small size of this property, The Lighthouse Bay in Barbuda has garnered quite a following on its page. Using a combination of quizzes, such as Lighthouse Bay is‌.., postings of articles about the property and beautiful photos, this property has built up an intimate circle of fans.
January, 2012 - A&B BUZZ
BUZZ Lesson for Life
Holiday Hijack: A mother's life was changed forever when a TV show made her swap her five-star Caribbean hotel for a three-bedroom shack Amanda and the others found themselves in a tiny, three-bedroom shack with concrete walls and a corrugated tin roof. Amanda shares 'When Sophie invited us to stay with her, tears ran down my face. I didn't want to appear rude, but I was petrified. The TV crew took away our mobile phones, credit cards and passports. I couldn't believe eight people lived in their house. 'There was electricity, but the TV was broken, the kitchen was filthy and the toilet flush only worked every sixth time.”
Not the holiday they were expecting: Amanda, second from right, Catherine and their husbands, with Sophie and her family at their Spartan shack
Amanda Davies expects the best. So when Amanda and her
best friend Catherine were offered a free Caribbean vacation courtesy of a new Channel 4 show, they jumped at the opportunity. Amanda, 34, a catering manager says, 'Catherine saw an online ad asking for people who loved luxury and wanted a free vacation and we didn't hesitate. It did say there would be a twist, but we thought we'd just have to try horseback riding in the sea or a jungle zip line.
Arriving at the five-star resort with Amanda's husband Paul and Catherine's husband Carl; they were met with fine dining, massages and suites overlooking the private beach. But the next day they were told someone was asking for them in reception – and everything started to go wrong. Because their visitors were 33-year-old mother-of-four Sophie and her partner Nick, inviting them to stay at their hillside home. Two hours later, A&B BUZZ – January, 2012
Amanda and Catherine were told to join Sophie at work rearing chickens. “Then we cleared wasteland so Sophie could plant yams. By sunset, we were covered in mud, but were told we had to go out for dinner. We went to a local café, but the chicken was so undercooked that blood ran out. We were exhausted and totally demoralized,” Amanda said. They invited us to their local church. Inside, everyone danced in the aisle and we joined them. 'Outside, village women made a fire by the roadside and cooked chicken soup. Everyone contributed whatever meat they could, and it was shared between all of us. It was then I realized the magic of this small community. I decided I was going to throw myself into life with Sophie and Nick. For their last night, the holidaymakers
were offered the chance to return to their five-star hotel. Amanda says, 'The choice was between Egyptian cotton sheets and our new friends. We couldn't bear to leave Sophie and Nick. Our last night was spent with beer, music and laughter. I realized the shack had become home. When we said goodbye, we all – the men included – were in tears.'
Sophie's shack and the luxury hotel Amanda and Catherine left behind
Amanda's holiday changed her life immeasurably. I handed in my notice and now I stay at home with my son Finley, and couldn't be happier. My mum says I flew off a businesswoman and returned home a mother. 'Sophie remains in contact and Amanda plans to return to stay with her. I'll never forget my holiday, which started with such horror – and ended up changing me for the better.‘ Amanda Cable, Holiday Hijack, Channel 4, Sundays, 8pm
BUZZ
SANDALS VOLUNTEER PROGRAM Sandals Select Rewards, the loyalty program of Sandals Resorts and Beaches Resorts, has announced a new way for its members to earn Sandals Select Rewards Points through a volunteer tourism program dubbed, Sandprints offered by the Sandals Foundation, the philanthropic arm of Sandals Resorts International. Sandprints aims to improve the listening, reading, and comprehension skills of local children across the Caribbean. Members who participate in the Reading Road Trip program will be granted up to 2,000 Sandals Select Rewards bonus points by donating their time at local schools to engage small groups of children between the ages of 5-7 in active reading strategies. Guests are also encouraged to get involved in the literacy improvement initiative by bringing along a new or gently used book to donate to the local school’s library. BUZZ
January, 2012 - A&B BUZZ
BUZZ Worthy Events 2012
USA
January ● Philadelphia Enquirer Travel Show ● CHA Marketplace, Atlantis
February ● Boston Globe Travel Show
March ● New York Times Travel Show Dean Fenton A & B Sales and Marketing Manager
Schedule for the new service (all times shown are local) From
To
Flight #
Departs
Arrives
Frequency
New York (JFK)
Antigua (ANU)
673* (nonstop)
8:35 a.m.
1:40 p.m.
Mon, Thurs, Fri, Sat
Antigua (ANU)
New York (JFK)
678* (nonstop)
3:05 p.m.
7:00 p.m.
Mon, Thurs, Fri, Sat
A&B BUZZ – January, 2012
ANTIGUA FEATURED IN AWARD-WINNING TRAVEL JOURNALISM
Canada
December, 2011 Event Report
Acting on a commitment to both attract more visitors to the Caribbean and to encourage travel writers to focus on the region as a desirable destination, The Caribbean Tourism Organization hosted their fourth annual Caribbean Week in Toronto early this past December. One highlight of the week’s activities includes a media luncheon where the efforts of some of Canadian’s best journalism are recognized. Categories include Best Consumer Magazine Feature, Best Consumer Newspaper Feature, Best Trade Magazine Feature, Best Online Feature and, new this year, Best International Feature.
Antigua and Barbuda was well-represented in this prestigious collection of awards, continuing a winning record unsurpassed in the four year history of the awards process. Last year the twin islands came up big thanks to the writing efforts of Jo Matyas.
Erica Henry-Jackman, flanked (left) by Hugh Riley, Secretary General of the Caribbean Tourism Organization (CTO)and (right) Travel Writer Mark Stevens
Mark Stevens, who won the award for Best International Feature this year, told readers about the pleasures of attending the weekly party at Shirley Heights, outlining both some of the history and explaining the appeal of this jump-up: the ability for visitors to meet locals on their own turf. The story ran in the Washington Post travel section. Mark has written extensively about Antigua and Barbuda, and is a regular visitor. He is a repeat winner at the Caribbean Media Awards in Toronto. Two years ago he wrote a winning story outlining the romance of the islands, helping to establish Antigua and Barbuda as one of the Caribbean’s premier getaway for couples. “You’ve got history here,” says Stevens. “You’ve got the people, you’ve got the nautical tradition. You’ve got a perfect island. I’ll always come back to Antigua.” Stevens’ last visit was in April where he covered Sailing Week along with photographer Sharon MatthewsStevens. He has two more Antigua stories in the works and has just included it in a Caribbean round-up.
Erica Henry-Jackman Sales and Marketing Manager Antigua and Barbuda Tourism Office Consulate General of Antigua and Barbuda 60 St.Clair Avenue East, Suite 601 Toronto, Ontario, M4T 1N5 Telephone: 416-961-3085 Fax:416-961-7218 January, 2012 - A&B BUZZ
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Because of my extensive travel background, your e-newsletter is like the epicenter for information, and is now my major source of reference as I try to make my clients dreams, experiences, and vacation wishes come true. Kate DeLosso Kate DeLosso Travel, LLC Affiliated with Nexion Work Phone 978-557-7877
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Since receiving your newsletter, I have composed a list of topics, places, and phrases from your previous mentions, now I give specific things of interest that my clients packages that they find extremely useful when traveling to Antigua and Barbuda. Dian Fazio Work Email dreamtravelma@yahoo.com Work Webpage http://www.dreamtravelma.4myd eals.com Work IM dreamtravelma (Yahoo) I find your Buzz to be a powerful route to building a strong relationships not only with your office but with your destination on a whole. As you know to create true communication there must be a looping of information from sender and receiver and your Buzz does just that. Mary Louise Gross Stargazer Travel LLC 121 Trailwood Drive Guilford CT 06437 203 458 0819 ph/fax www.stargazertravel.com
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Q: What is the best service that you (or a client) experienced from an A & B resort employee? Describe how (if at all) this service influenced the vacation experience. December’s Reader Question Q: What would be the ultimate way to ring in the New Year in A & B with friends, family or your significant other. Describe activities, amenities, services, entertainment and other elements that would be on your wish list?
Answer of the Month for December, 2011: Three years ago I had the pleasure of spending 10 glorious days in Antigua. My girlfriend and I joined two couples who are avid sailors. We arrived in Antigua three days before Christmas and docked at Nelson’s Dockyard. On Christmas Day there was a big party on the compound which was great but a bit crowded for us. So for New Year’s we sailed to Green Island, a deserted island a few miles due north. As part of a convoy of about 6 boats, we arrived just before sunset for a toga party. All the details had been taken care of by a local guy. There was a fire pit where they roasted fish, lobster and suckling pig. We drank and partied and played cards and at midnight we could see the fireworks in Antigua. We retired at around 2 am and woke up to a sumptuous breakfast of fresh vegetables, eggs and mimosas. We spent the day sunning, swimming and snorkeling and the party continued throughout the day. This was my first sailing experience and my first trip to Antigua and I can’t imagine a better way to ring in the New Year. A private party on a private island.! Scott McCormick, Newport, RI
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January 2012