The tourism sector in Abaco is showing signs of a turnaround, according to that island's tourism office manager, but at least one businessperson is saying service levels have fallen badly and threaten the industry's future.
The turnaround in the industry can be seen in areas like the return of that island's fishing tournaments, according to the Ministry of Tourism's Abaco Manager Wynsome Ferguson.  Having dwindled from the regular thirteen to about five tournaments last year, she said a dozen are on the calendar again for this year.
"Our economy is turning around, though it is not where it used to be, it's better," Ferguson told Guardian Business on Monday. The numbers of visitors to the tournaments are still a lot lower than usual, she said, but she welcomed the return of the tournaments as an attraction for guests and a generator of business and employment opportunities for locals.  Hoteliers are seeing bookings improve too, though they are not made as far in advance as they were in better times, she said.
But at least one businessperson is questioning how ready the Abaco community is for the guests it is and potentially will be receiving.   Daphne de Gregory, sales and marketing manger at Abaco Neem, told this newspaper yesterday that she's witnessing attitudes deteriorate and service levels diminish as prices for the Abaco experience are on the rise.
"We are over-pricing ourselves and not supporting the price with the service," de Gregory said.  "People don't mind paying the price if they get impeccable service and quality for their money."
The degradation is prevalent in many businesses directly involved in the tourism industry as well as others, de Gregory said, basing her assessment on both personal experience and observation.
She often treats herself as a tourist, de Gregory said, and when she goes to places she expects tourists are getting the same level of service she does.  She also draws on visitor comments from their visits to the Abaco Neem location.   Often, she says she gets the subtle reminder of the state of services from customer comments that suggest their good experience is novel, and unlike the service they typically receive elsewhere.
"We give a 'wow' experience, but if everyone was giving a 'wow' experience, it wouldn't be so necessary to say it," de Gregory explained.
It may be good news for Abaco Neem, but not for Abaco or The Bahamas.  De Gregory says the managers of businesses are responsible for the service standards at their firms.  While many may believe they are up to scratch in terms of service, she suggested they expose themselves to other businesses to better understand the service potential latent in their staff, and how guests are being serviced at other business places.
"Business houses may feel they are giving good service, but they need to visit other businesses and see what they are doing.  You can't sit in your business and know what your guests are receiving [elsewhere].
"We have to be each other's keepers, so to speak."
Business managers should not be so focused on the bottom line that they overlook other critical factors, like the customer experience, according to de Gregory.  Premium service needs to be extended to justify premium prices.
According to de Gregory, traditional Bahamian hospitality is becoming a thing of the past, a trend she said must be reversed.  Locals and tourists alike should be getting the basic courtesies that once were synonymous with Bahamians, she said.
"We cannot afford to be indifferent to anyone," de Gregory said.  "The competition is too great out there.  We have to have service, a positive attitude, Bahamian hospitality and then the sun, sand and sea will seal it for us.
"We need to upgrade our 'wow' experience in the country."
There are a handful of businesses that de Gregory said are really doing a good job on the service front in her estimation.
The marketer also said Marsh Harbor needed to 'spruce up' its buildings and environment.  She said she is hearing from tourists that they feel Marsh Harbor was not that attractive, and the cays are where the 'beauty' is.  She said that this situation was improving, however.
De Gregory said business owners need to see the value in improving their businesses' appearance, as it brings benefits to the way potential customers view the business and also to the morale of the staff who will take care of the businesses' guests.

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