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General Manager of the St. Kitts Marriott Resort John Toti |
Basseterre, St. Kitts (February 09, 2005): General Manager of the St. Kitts Marriott Resort John Toti has given operations there a thumbs up, highly commending workers for their input.
The manager stated that staff members are improving on their service daily, citing guest feedback as the main source of his belief.
Mr. Toti explained that the resort expects a 35% increase in sales this year over the 2004 figure adding that nine out of ten visitors indicated that they were satisfied with the Marriott experience during the month of January.
He noted that the satisfaction rate at the end of 2004 was 80% and that the resort would seek to exceed the improved figure which now stands at 92%.
The general manager expressed the view that the onus was on individuals to help create the overall guest experience.
Mr. Toti stressed that the strong relationship between the resort and the Ministry of Tourism spearheaded by Mr. Chris Shakalis of Marriott and CEO at the Tourism Authority, Christine Walwyn is healthy and ongoing.
He highlighted the importance of increased airlift, adding that he was pleased with the contracting of American Airlines and expressing a wish for even more linkages with other airlines.
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| An aerial view of the St. Kitts Marriott Resort on approach from the Atlantic Ocean |
Christine Walwyn supported Mr. Totis remarks, stating that her organizations efforts to increase service excellence are ongoing. Just last week, one such workshop was completed for key industry personnel, students and managers, stated Ms Walwyn. She emphasized the fact that her ministrys attempts at increased airlift did not stop with the American Airlines agreement but is a strategic part of the tourism development plan.
She added that there are also plans underway for specific training by the Ministry of National Security in collaboration with her ministry to deal with visitor security which she said assists the overall guest experience.
Ms. Walwyn called on private sector institutions to redouble their efforts in this regard by scheduling service excellence training.
A majority of bookings for the St. Kitts Marriott Resort are carried out via the Offshore Resort Network via its sales agents in the United States, Mexico, and Canada. Marriott Rewards customers and casino guests are also a main source of bookings.
