When visitors keep returning year after year, that’s a sure sign you’re doing something right, says Thomas Mason, general manager of the Comfort Suites Seven Mile Beach hotel.
The hotel has been recognized by its parent company as the top performer in the Caribbean based on customer reviews, citing their willingness or desire to stay there again.
The Choice Hotel chain has eight properties in the Caribbean and slightly more than 4,400 worldwide. Mr. Mason said Comfort Suites was rated in the top 10 percent internationally.
“We’re aiming to be in the top 100. This is a great tribute to our staff because if customers want to come back, it’s a great indication that they enjoyed their stay.
“Everyone has worked hard and the staff commitment to our guests is second to none. It is really a case of the little engine that could. Our staff are 90 percent local employees, and they have shown that not only can they outperform other Caribbean Islands with service, but that we can do it and also match and exceed service levels in comparable hotels in both the USA and Europe.”
Bill Clegg, regional vice president for franchise development at Choice Hotels, presented Comfort Suites with the Caribbean Star Award of Excellence for achieving the highest guest willingness-to-return scores in the Caribbean region, at an event in Rockville, Maryland, last month
The “willingness to return” scores are tabulated from guest reviews and surveys and convey a strong level of satisfaction and service received by the consumer.
“The owners of the hotel could not be more proud,” said Gary Rutty, managing director. “This is a great achievement and performance by our managers and staff. Our recent $2.5 million renovation and commitment to our business in Cayman is really paying off.”