Guardian Business: Can you briefly describe your experience in the tourism sector and what your role is today?
Ian: I have worked indirectly in the tourism and hospitality sector since 1994 as a teacher of social studies, history, economics and civics. My role then was primarily responsible for educating and preparing young Bahamians for responsible citizenship and successful careers in the industry. In 2005, I was recruited to work for Kerzner International on the Atlantis property as a director responsible for training with additional recruitment responsibilities. My critical functions included: general employee orientation, company-wide customer service training, Atlantis University Leadership Training and Psychometric Interviewing for The Cove, Reef and Marina Village. In 2008, I served The Bahamas Hotel Association, The Inter-American Development Bank (IDB) and The Caribbean Tourism Organization (CTO) as a technical consultant and hospitality assured advisor assisting more than 150 small and medium sized companies with models for business and service excellence helping them move towards global competitiveness. I am currently serving as the director for training and education for The Bahamas Ministry of Tourism (BahamaHost), organizing the efforts of five departments in that unit. Additionally, I serve as the chancellor of the Chamber Institute, a subsidiary of The Bahamas Chamber of Commerce and Employers Confederation. I continue to serve as a CTO hospitality assured advisor and a voice and advocate for the adoption of industry best practices by small and medium-sized enterprises (SMEs).

GB: Why did you choose to work in tourism as a career?
Ian: I never imagined myself in mainstream tourism before 2005. I gladly accepted the opportunity to work in the sector that drives the economy of The Bahamas, understanding that my work and gifts would serve our number one industry well. I am also thrilled to work in such a dynamic sector where creativity and ingenuity are so important.

GB: What has been your most memorable moment?
Ian: I have had many memorable moments in the industry, including seeing former high school students of mine enter the industry and succeed, as well as guiding and tracking the career path of employees entering the industry. My most memorable moment in the industry has been spending three years traveling the islands of The Bahamas and sitting with scores of local hotel owners, hearing their concerns and providing interventions, and offering help and hope.

GB: Has the industry changed since you started your career? How?
Ian: As our society changes for the worse, and as our attitude towards education and learning diminishes, so does the state of the industry. We seemingly are on a downward spiral towards ignoring basic standards for service excellence and each generation is entering the industry progressively worse.

GB: What should The Bahamas focus on to stay competitive?
Ian: We have shared as a cliché, that there is strength in unity. Our greatest challenge is that there are wonderful things going on in regards to training, great service delivery and high standards. This is happening in pockets of the sector, but there is no common acceptance of best practices on a national scale. Our focus must be then to unite the industry towards a national training program, national industry standards and support mechanisms and resource centers that everyone (despite their economies of scale) can benefit from.

GB: What advice would you give to a young person who is considering a career in tourism?
Ian: I say to Bahamians entering the business that their focus must be directed towards delivering great value to their customers; learning as much as they can about the industry; positioning themselves and their future (perhaps along the line of entrepreneurship), and maintaining the cultural integrity of The Bahamas.

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