By SANCHESKA BROWN
Tribune Staff Reporter
sbrown@tribunemedia.net
A TOP Atlantis executive yesterday defended the resort after an article described the hotel as a "world-class property missing world-class customer service".
In an article published on business website inc.com called "What you can learn from the second fall of Atlantis" the writer, Matthew Swyers, blamed Atlantis' financial difficulties on "bad customer service."
After describing his stay at the resort, Mr Swyers said while the facilities are amazing and the Bahamas is one of the most impressive vacation destinations he has ever seen, Atlantis' struggles can be summed in two words: Customer service.
"Just because you put the infrastructure in place in your business your work is not done. At the end of the day most business owners need people - good people - to run their operation. So my advice to Atlantis is to hire, John DiJulius, author of the greatest customer service book ever written, Secret Service, to help them craft a customer service programme that will rival the worlds. If you build it, which you have, and you properly staff it which you have not, they will come back," the article said.
President and Managing Director George Markantonis said while customer service across the Bahamas can always be improved, it is unfair to make a such a statement based on one stay.
"You have to put everything in the context of volumes, I too can write an article. When you have a hotel that probably has about 12 thousand guests on any given day and that doesn't include perhaps another four to six thousand coming through on cruise ships, things can go wrong. We are not going to be perfect all the time. What we are dedicated to doing is making sure we know about when things go wrong and recover and we try to make sure it doesn't happen again," he said.
"We have come a long way in this country in terms of customer service. We have an Atlantis University, Bahamar has announced they have a similar training environment I think called Bahamar Academy.
"Do mistakes happen, yes. Is it fair to make a general statement about how service sucks at Atlantis and across the Bahamas, no. We have to know customer service extends across the entire nation, it's not just about hotel properties. Customer service goes from the taxi driver to the Customs and Immigration officers at the airport. That's your first impression. Can we ever get better, yes."
Comments
paul_vincent_zecchino 12 years, 4 months ago
The American media has for years aggressively promoted travel to Europe, Europe, Europe to the exclusion of all other destinations, except for Hollywood, where its philosophical cousins reside and work.
Turn on any American travel show, it's all about Europe, the crepes, the busses, the trains, the fun you can have sipping lattes in the village square.
Simply put: the old American media dislikes it when people travel to places other than Manhattan, Hollywood, or Europe. The liberal media particularly dislikes it when people take cruise ships to the Bahamas, because the media's primary goal is this: To keep you watching its dull, mentally-corrosive TV shows. If you're aboard a ship, you're likely not watching TV. If you're enjoying the beautiful Bahamas, you're more likely to be out in the sun, swimming, diving, shopping, enjoying the beaches rather than sitting strapped to a sofa, drooling in front of the TV.
It's that simple. When you travel to beautiful places, the media loses your attention, which is a very good thing for you, for the jealous old leftist media, a continuing source of resentment, of which it has many.
The American media is in the process of destroying itself. Let's leave them to it.
The Bahamas are a joy to visit.
Paul Vincent Zecchino Manasota Key, Florida 30 June, 2012
JohnBrown 12 years, 4 months ago
Paul what do you want? Some free conch salad? Gin and coconut water? A free night at Atlantis? What? When Bahamian unemployment is unofficially up around about 40% and crime is at its zenith. Are you asking tourist to come and live behind locked gates in gated communities? Or are you just blind to our natural resources that can reduce crime and unemployment simultaneously? GET REAL BUDDY!!!!!
notsogullible 12 years, 4 months ago
What's up with you JohnBrown? Can't you recognize compliments when you see them. You may want to read Paul's comment again - a little more slowly next time.
Paul VZMK, thanks for the positive reviews of the Bahamas. Glad to have your support. I'm sure you are of the caliber to forgive "misunderstandings when you see them.
sapphire 12 years, 4 months ago
Ummm John Brown, did you realize that Paul Vincent was paying the Bahamas a compliment???? I don't even understand what your response is about. Anyway Paul Vincent, please come back again!
carlh57 12 years, 4 months ago
How can ANY resort have 1st class service in the Bahamas (especially NP?) when the people have no desire or incapable of giving such service? It's been seen time and time again that the people of NP, (not all, but most), could care less about customer service and doing an "excellent job". Most just want to do what the minimal amount is in order to get a paycheck and go home. period. That's why resorts have to bring in foreigners to do the heavy lifting of customer experiences at resorts. And unfortunately the government isn't helping the situation either. So, i feel sorry for Atlantis in having to defend themselves as they are having to scrape the bottom of the barrel when it comes to 1st class personnel for their resort. Go to the outer islands, go to Europe, go to Asia, go to Canada, go anywhere else and there you will find people with a desire, passion to excel, have self respect, care about their countries image and their own betterment. But don't come to bahamas and expect 1st class or world class service.
notsogullible 12 years, 4 months ago
I TOTALLY AGREE - everyone else but Nassauvians & Grand Bahamians; too much of an entitlement nature we have here.
concernedcitizen 12 years, 4 months ago
I HATE TO SAY IT BUT THERES ALOT OF TRUTH THERE...WE CONFUSE SERVICE WITH SERVITUDE ,,AND SINCE A CERTAIN POLITICAL PARTY LIKES TO FILL THE PEOPLES HEADS WITH WHITEY IS BAD ,HE IS THE DEVIL ,,,WHAT TYPE OF ADDITUDE DO WE EXPECT ,,,I DON,T KNOW WHERE BAHAMARS GONNA FIND THE HELP UNLESS THERE ALLOWED LOTS OF WORK PERMITS
realtalkonli 12 years, 4 months ago
carlh57 gotta be a hatian,grand Bahamian or european
carlh57 12 years, 4 months ago
None of those....it's called a "realist"....maybe you've heard of those people...
JohnBrown 12 years, 4 months ago
Sapphire, if you are looking at the Bahamas through rose colour glasses, then I can see why you could not understand my response. When Paul has personally motivated at least a thousand persons to come and visited the Bahamas, as I have, and they spent money here despite some horror stories, which have came back and slapped me in the face, then I will see be able to ascribe value or merit in such a compliment. If each Bahamian do not feel duty bound to make their every action that compels visitors to come here or want to return here then should be ashamed of ourselves. We don't need compliments, our actions and good deeds should speak volumes in and of and for itself. What we need to do is keep these major hotels filled to capacity year round with the aid of selfless, competent marketing managers; We need to elevate the fishing and agriculture industries to the extent of becoming a major player and exporter of such products internationally and thereby reduce unemployment and crime. That's what I'm talking about.!!! Nevertheless, I tend to agree with carlh57 concerning our over-all don't give a damn attitude, but the pain that is headed here is going to force Bahamians hands. I have lived a full life internationally and locally, so you can't hurt me no more, so long as I can grab my fishing line and catch me a fish while living on anyone of our Bahamian island. The man said, if you can't fish, cut bait, if you can't cut bait then get the hell out of the boat!
JohnBrown 12 years, 4 months ago
Sapphire, if you are looking at the Bahamas through rose colour glasses, then I can see why you could not understand my response. When Paul has personally motivated at least a thousand persons to come and visited the Bahamas, as I have, and they spent money here despite some horror stories, which have came back and slapped me in the face, then I will be able to ascribe value or merit in such a compliment. If each Bahamian do not feel duty bound to make their every action one that compels visitors to come here or want to return here, then we should be ashame of ourselves. We don't need compliments, our actions and good deeds should speak volumes in and of and for itself. What we need to do is keep these major hotels filled to capacity year round with the aid of selfless, competent marketing managers; We need to elevate the fishing and agriculture industries to the extent of becoming a major player and exporter of such products internationally and thereby reduce unemployment and crime. That's what I'm talking about.!!! Nevertheless, I tend to agree with carlh57 concerning our over-all don't give a damn attitude, but the pain that is headed here is going to force Bahamians hands. I have lived a full life internationally and locally, so you can't hurt me no more, so long as I can grab my fishing line and catch me a fish while living on anyone of our Bahamian island. The man said, if you can't fish, cut bait, if you can't cut bait then get the hell out of the boat! Sorry about the first uneditied piece...sometimes I have to get a lot done in a short space of time
TalRussell 12 years, 4 months ago
Comrade President and Managing Director George Markantonis exactly how many "one say" chances do you think Atlantis is entitled to, to get it tourist visitor stays right? Regardless, we have a long way to go to return back to Bahamaland's glory days...but how is that possible when our resorts are attracting the majority of visitors on a lean budget?
Comrade Markantonis even when the tourists are in town we see both the hotel and local restaurants dead empty of tourists, cause they're all over at McDonald grabbing a Big Mac and fries
TalRussell 12 years, 4 months ago
Bahamaland's Ministry of Tourism reveals Bahamaland's new Mascot!
http://tribune242.com/users/photos/2012…
JohnBrown 12 years, 4 months ago
At McDonalds, we do it all for you! Right. That's crap! its like going to a Lebanese or Greek restaurant in their respective countries and ordering a big Mac with fries while in search of cultural foods. What an insult...to crack conch or conch chowder and thing and thing and thing like that or you could scorch ‘em with lemon juice black pepper, hot pepper and some salt for me and drop it in my lap. That’s what I told my visitors they had to eat in the Bahamas. And they did do just that. Thank you very much!
paul_vincent_zecchino 12 years, 4 months ago
Sapphire & NotSoGullible -
Thank you for your kind words. Walked thru the Atlantis aquarium ten years ago but have yet to stay or dine there.
But in all the years my family and I have visited Nassau, sometimes a couple times yearly, sometimes every year or two, we're always warmly welcomed. We make a point of visiting with the young couple who operate the news kiosk on Bay Street at Rawson Square. They're always friendly and hospitable.
Ms. Gloria at the Perfume Shop always recognizes us even if it's been a couple years, year in year out. Every shop or business on the island, we're greeted courtesouly in friendly manner and after one visit, people remember you.
JohnBrown 12 years, 4 months ago
Paul, before you attempt to speak comparatively about the quality of services rendered in Europe, Canada, America and Asia, and continue to stuff your foot in your mouth, as a cheep under privileged visitor of no significant pedigree would do, go travel the world and then come back with documented pictorial evidence to substantiate your claim regarding your one lovely experience in the Bahamas in which you and Ms Gloria were finally able to frolic amongst the varied perfumes. La tee da! As I have pointed out previously, the prevailing attitude towards the hand that feed us - tourism - had been negative, here in the Bahamas. So get real! No I don't support the New York Based American Press nor do I support self deception. I don't support twisted sweet-t- pies that attempts to gain brownie points or plan to relocate into our Bahamas; because if you do, then you will see that be it in America or the Bahamas it's one thing to be a visitor and another thing to become a full fledged enemy, the moment you announce that you will be moving into the house next door, permanently. Nevertheless, I love my country very much but I am able to call a spade a spade with authority and world class experience to back that up. If I were as uninformed as you on the levels of efficiency and quality service (at first class hotels, tourist sites, and supported with excellent transportation) consistently provided to tourist at equally magnificent hotels and beaches as those in Nassau, Andros, Eleuthera and Exuma, that are found in French beach resorts, Portugal beach resorts, Greece islands beach resorts and Spanish beaches, not to mention those of east and west Africa, and through out Canada, I would go and hide under a rock with my perfumes and pray for Bahamians to have a realistic change of heart towards i.e. our tourism industry inter alia.
Sign in to comment
OpenID