Coakley: Tourism industry should focus more on providing a truly Bahamian experience

Fri, May 29th 2015, 12:11 AM

Name: Giovanni Perez Coakley
Position: Director of engineering, Coral and Beach Towers, Atlantis

Can you briefly describe your experience in the tourism sector and what your role is today?

I have always felt, and continue to feel more inclined to work with my hands rather than to sit behind a desk and shuffle papers. I enjoy knowing that the work I do is constantly challenging and does not provide time for my mind or hands to be idle.

My first place of employment in the tourism sector was at the Sheraton Grand Hotel, Paradise Island, where I worked as a houseman. In this position, I was required to provide assistance for the housekeepers, which meant that I was asked to vacuum carpets, polish mirrors, change bed linens, move furniture and many other tasks that help to make rooms ready for new occupants. This was far from what I envisioned as my future career choice, but at the time, it was an honest way to support myself. In retrospect, the experience provided useful insights that I continue to employ every day.

In pursuit of a fulfilling career, I recognized that I needed to have a job that would give me the opportunity to use my skills to improve and enhance environments. My job should also allow me to jump in and "dirty my hands" along with others working in the trenches. Engineering offered exactly what I needed. To equip myself, I pursued a five-year program in air conditioning and refrigeration at Miami Dade Technical College in Florida, USA. I graduated from this institution as a certified journeyman in air conditioning, refrigeration, heating and cooling systems. I returned to The Bahamas in 1989 and re-entered the workforce.

Coincidently, I once again found employment in the tourism industry, at the then Radisson Cable Beach Hotel as an assistant kitchen mechanic helper. During the year that followed, I repaired ovens, grills and other kitchen appliances. Soon I was promoted to air conditioning and refrigeration technician and was able to practice the lessons taught while earning my certification.

Five years later, in 1995 after another promotion, I started working as engineering supervisor. In this capacity, I was exposed to various areas in the engineering department of Radisson. I continued to make use of the theoretical knowledge gained while at the same time expanded my knowledge base. In this new position I had responsibility for all electrical and mechanical equipment on the property inclusive of air conditioning, refrigeration, water pumps, boilers and chillers and kitchen equipment.

In 2007 I moved to The Cove, Atlantis as a HVAC/kitchen manager with some of the same responsibilities I had at the Radisson, Cable Beach. The experience at The Cove brought challenges which I gladly embraced. It offered a new horizon and a wealth of knowledge that I had not experienced in this same field during the preceding 10 years. I remember leaving the property many evenings feeling a sense of fulfillment having spent the day ensuring that guest rooms where properly functioning, kitchens were positioned to run efficiently and that our visitors were given that "wow experience", which made them want to return to our shores. Engineering, as anticipated, provided me an opportunity to provide a superior product for tourists.

I remained in this position for approximately five years and in 2010, I was promoted to assistant director of engineering at The Cove. I was charged with responsibility for the day-to-day operations of the engineering departments of both The Cove and Reef, inclusive of all mechanical systems. Additionally, I was responsible for managing 25 persons in the department.

In March 2014, I successfully interviewed for my current position as director of engineering for The Coral and Beach Towers of Atlantis. Now my responsibilities include the day-to-day operations and maintenance of all guest-related areas "front and back of house". I currently manage about 52 persons.

Even though I am still at Atlantis and still in tourism, today's challenges are somewhat different. Nevertheless, I am I still able to leave work each day and have a deep sense of pride knowing that I have done all that I can do to help ensure that the service given by my team keeps visitors yearning for a return trip.

Why did you choose to work in tourism as a career?

Tourism was not really my first choice when I started, because at that time there was no other job available that offered the stability I sought. Additionally I looked at the industry and recognized the potential for growth. I also saw in the tourism industry an opportunity for me to serve my country in an area that was considered "the number one industry" and one where my contribution can go a long way to positively impact the country's financial stability. With this in mind, once I got my foot in the door at an entry level and laid down a sturdy foundation, I grew to love the industry and decided that it is "the place to be". As the years passed, I developed a new appreciation of The Bahamas' number one industry and continue to be determined to help lift The Bahamas so that we gain new visitors and encourage all to "keep coming back".

What has been your most memorable moment?

It was New Year's Eve, December 2009, I had just readied myself to sit down at a family celebration as the call came from the team of The Cove and Reef. Power had gone out and the hotel's back-up generators had not kicked in. The hotel was at full occupancy with guests who had gathered to celebrate the arrival of the New Year. No doubt, I left my family function fully dressed in a tuxedo and headed for Atlantis.

I met the hotel in darkness, with security and other hotel staffers walking around with flash lights trying to maintain control and keep the guests assured that the issue would be resolved. My team had gathered around the generators and worked feverishly to get the generators back on. I joined the team but had no luck. Fortunately, BEC restored power around 12:30 a.m. However, because the power had been down for so long, the battery supply to the building's automated systems was not sufficient to allow it to function.

This caused us to lose the ability of having remote access to the switches that controlled the operational equipment of the hotel. That meant a manual fix needed to be done. I remember walking around the hotel, still in my tux and with the other team workers, stopping at various control panels and manually switching on water systems, electrical transfer switches and air-conditioning systems. The guests resumed their celebration while my staff and I were given a little more time to resolve the issues with the downed generators. I look at this memory with great fondness as it exemplifies the countless occasions when my team has worked tirelessly to satisfy the needs of our guests.

Has the industry changed since you started your career? How?

Technology and staff attitudes have seen the greatest changes. In terms of technology, in the past to correct problems associated with air-conditioning, plumbing or electrical circuits, one needed to go directly to the probable sight to find the problem, spending long man hours cutting into walls and racking up huge bills. This lengthened the time to find a resolution. Nowadays in one of the properties, there exists what is called a "building automated system" where reports of problems in the air-conditioning, lighting and even plumbing at various locations of the property can be remotely accessed from a hand-held device and corrected within minutes of the report.

Additionally, using "WhatsApp" with digital imaging shortens the time between finding the problem and having the problem fixed. When necessary, persons in my department can take a picture of a broken pipe, send it to me via the internet, and receive directions as to how to correct the problem without having to wait for me to come onto the property to assess the problem and have it resolved.

Moving forward, technology exists and can be employed where infrared cameras can be used to locate leaks in air-conditioning ducts, plumbing and electrical pipes without having to chip into the walls. This obviously saves both time and money to bring resolution to many of the problems encountered in the engineering department.

In terms of attitudes, it seems that those coming into the industry have become less "service oriented". There is a need to return to the time when friendliness, smiling and courtesy is the norm. We have become too focused on "how much dey ga tip" and not focused on earning the "gratuity". This change in attitude is destroying the industry.

What should The Bahamas focus on to stay competitive?

One thing I feel is needed to ensure that we remain competitive is to consistently seek to provide service and a Bahamian experience that visitors cannot get anywhere else. As Bahamians working directly with guests, the interaction should leave them feeling as if they have ascended to "Cloud 9". We should not give the guest an opportunity to make the request but take a personal interest in each guest entrusted to our care. Get to know your guest's name, then greet each guest professionally by name.

I also feel that we should focus more on providing a truly Bahamian experience. The experience should be something that the visitor can only find in The Bahamas. Too many of the experiences offered locally can be found in other destinations. Visitors should walk down Bay Street and hear the sounds of Bahamian music. Tourism centers should feature more souvenirs that are really made in the Bahamas. Products offered for sale to visitors should be authentically Bahamian. We should be proud to boldly display our bold black, aquamarine and gold.

Attractions should be created where tourists can be taken to be submerged in real Bahamian culture. A cultural show that features Junkanoo and Bahamian talent should be offered. Guests should be given the opportunity to appreciate rake-n-scrape music, fire-dancing, Bahamian poetry said in our unique dialect with an authentic Bahamian back drop. A museum should be an attraction where our Bahamian history, our story is enacted by Bahamian actors and Bahamian art is the only art on display.

What advice would you give to a young person who is considering a career in tourism?
Even though it is important to be able to support one self, young people should develop a desire to serve unselfishly while expecting nothing in return. This is a trait that will help open many doors and take a young person far in his/her career in tourism. The focus should be on making sure that you go above and beyond the call of duty to ensure that visitors feel a deep desire to return to our shores. Never look at a task as demeaning but find a way to use the experience for growth and self-development.

Get to know your culture, and be able to freely pass on that knowledge at every interaction with the guest. Develop a strong sense of pride in being Bahamian and let it flow outward through every pore on your body. Portray self-confidence while being humble. Make sure that in you, the guest sees a Bahamian that is well educated, immaculately presented, and passionate about hospitality.

Click here to read more at The Nassau Guardian

 Sponsored Ads