Four more Bermuda tourism-related businesses have qualified for certification recognising top-level customer service standards.
Strykz Bowling Lounge in St. David’s, Hamilton’s Hog Penny Restaurant & Pub, charter business Sail Bermuda, and the Bermuda Tourism Authority’s three Bermuda Visitor Services Centres (BVSCs) in Dockyard, St. George’s and Hamilton were this season’s new inductees receiving National Service Standards Certification (NSSC). The BTA’s four-year-old National Service Standard Programme (NSSP) now counts a total of 27 certified entities.
“As Bermuda Visitor Services Centres is a wholly owned subsidiary of the BTA, it was a given we would apply to get the National Service Standards Certification (NSSC),” said Jakai Franks, BVSC Manager of Operations. “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.”
The BVSCs join a growing list of qualified NSSC holders, which to date includes: & 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.
“As a business owner, I want to ensure that Strykz employees are able to give our customers a great customer experience,” said the Southside bowling alley’s owner, Philip Bailey. “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.”
Added Marilyn Zuill, Operations Manager for Sail Bermuda: “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 next intake period for businesses interested in enrolling in the National Service Standards Programme will be the fall of 2020. For more information, go to the BTA website or contact [email protected].
PHOTO CAPTION: (left to right): BTA staff with newly-certified businesses under the National Service Standards Programme (from left): BTA Tourism Standards & 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 Coordinator Eron Woods