Bahamas and Saint Lucia boast their winners
SAN JUAN, Puerto Rico (June 28, 2005) – The Caribbean Hotel Association (CHA) and American Express were proud to present well-deserved recognition to two outstanding individuals who exemplify excellence in the Caribbean hospitality industry with the presentation of the 2004 “Employee of the Year” and “Supervisor of the Year” awards at the ‘Salute to the Stars of the Caribbean’ luncheon, held during the Caribbean Hotel Industry Conference (CHIC 2005) at the Hyatt Regency Miami, Florida. There were many nominees – each an industry star in their own right – which made the selection of finalists a difficult process. “Time and again studies have shown that superior service is a major factor in a guest’s decision to return to a property,” says Dee Rodriguez, Vice President Establishment Services, American Express Latin America and Caribbean Division. “It also becomes an integral part of a hotel’s unique image and identity, an importance the winners certainly understand.”
For their proven commitment to excellence and superior technical competence and hospitality skills, Ms. Dellarese Willimae Frazer, Assistant Restaurant Manager at the Bimini Restaurant was named the “2005 Employee of the Year,” and Mr. Urban Augustine, Watersports Supervisor at the Windjammer Landing Resort in St. Lucia was named “2005 Supervisor of the Year”.
Ms. Dellarese Willimae Frazer – The 2005 Employee of the Year is a second-generation member of the Bahamas hospitality workforce. She is a priceless asset that helps this region to remain competitive, setting an example by creating goodwill and repeat business. Ms. Willimae Frazer began her career in the hospitality field 20 years ago, as a busgirl in the Bimini Restaurant of the Radisson Cable Beach & Golf Resort. Within three short months she was promoted to waitress, a position in which she served with notable pride and dignity for ten years. The restaurant’s management recognized a special quality in her manner with customers – and decided they wanted “Every Guest, Every Day” to be touched by her infectious personality, so she was once again promoted to Hostess. Following a brief stint as Captain in the hotel’s Banquets Department, she returned to Bimini Restaurant, where she holds the position of Assistant Restaurant Manager since last year. Her ever-ascending path has been marked by continuous training and education.
In addition to numerous awards for her performance, she highly values the vote of confidence she received from her peers when elected to the post of Union Shop Steward. In Della’s own words, “I was proud of the work I did with them. They know me to be fair and firm; I believe these two qualities are at the foundation of my role in the hospitality industry. Providing excellent service is my life!” The industry in turn has been good to Della and allowed her, as a single mother, to educate and raise three children who are now professionals.
Mr. Urban Augustine – The 2005 Supervisor of the Year is an accomplished athlete who applies the principles of sportsmanship to challenge the status quo in customer satisfaction. He is always aiming higher. In his position as Water Sports Supervisor, his leadership abilities have been embraced by the hotel’s entire staff, which he successfully trained to become certified in Life Saving.
More than a supervisor, the 2005 winner is considered a mentor who identifies an employee’s skills, delegates responsibilities accordingly, and empowers them with confidence in their abilities – by doing so, he seeks to stimulate them to take action not because they have to, but because they want to.
He is known and valued for nurturing team spirit by involving employees in decisions that might affect them – without losing sight of guest satisfaction and safety as the number one priority. His gift for motivating his team has not gone unnoticed by hotel guests, whose letters of praise for the Water Sports Department invariably make reference to the good-natured staff’s proficiency and readiness to dedicate the time necessary with a guest.
The winner is one of two certified Lifesaving Instructors in St. Lucia and winner of international lifesaving championships. He volunteers his skills for the benefit of the community, supervising the beaches during his spare time when organizations or communities hold activities on the beach.
The “Employee of the Year” award recognizes an outstanding hotel employee who exemplifies above-average technical competence and hospitality skills. To be considered for “Employee of the Year,” an individual must be nominated by the hotel manager of the resort in which the nominee is employed. The hotel manager must complete the application form which includes: a report from the owner/general manager outlining the employee’s unique qualities; a report from the employee’s immediate manager; participation in community service; outside interests; previous recognition awards; three letters of recognition from guests, management or peers; community testimonials and photographs.
“Supervisor of the Year” honors individuals who demonstrate exceptional leadership in their management abilities. Supervisor applications, which judge the worker on technical competence, hospitality and supervisory skills, are submitted by the manager of the property. Other criteria in the selection of “Supervisor of the Year” are: community activities; sporting activities; previous awards; owner/general manager’s report; supervisor’s report; letters of recognition from guests; management or peers; photos; community testimonials and educational qualifications.