Isabella Rivera HFT 3799
During my time observing different departments at Beaches Turks & Caicos, I realized that most departments constantly work together to create a cohesive guest experience. Before this program, I knew that resorts had many departments, but I did not fully understand how closely they collaborate with each other every day. Seeing the operations in person helped me understand how communication and teamwork between departments are essential to creating a smooth and enjoyable stay for guests.
I was lucky enough to tour the PR department, and during that tour I learned that public relations involves much more than sitting behind a desk. It means being present around the resort and handling situations firsthand. The PR team plays an important role in protecting and promoting the resort’s reputation. They manage media relationships, social media platforms, and website content, while also communicating important messages about the resort’s values and initiatives. They are also involved in philanthropic efforts such as the Sandals Foundation and programs like Pack for a Purpose. These initiatives allow guests to participate in giving back to the local community, which strengthens the resort’s connection to the island. One thing that stood out to me was how well connected the PR team was across the entire resort. They knew people from nearly every department, which showed how important relationships and communication are in hospitality operations.
Another department I was able to observe closely was entertainment. The entertainment team works constantly throughout the resort to create unique and memorable experiences for families visiting the property. Entertainment was happening everywhere, from salsa nights and karaoke to silent discos, themed shows, kids’ parties, and beach activities. Their goal was to create an energetic and welcoming atmosphere where guests of all ages could have fun and feel included. What became clearer to me during this experience was how much the entertainment department relies on other teams in order to execute these events. They work closely with operations staff to set up stages, manage sound and lighting equipment, coordinate event spaces, and break down setups once events are finished. This level of collaboration showed me that entertainment is not only about performing or hosting events it also requires planning, logistics, and strong teamwork with multiple departments across the resort.
From a leadership perspective, one of the most important qualities I observed among managers and executives was the importance of visibility and connection with employees. During the PR department tour, the manager knew not only the names of people within his own department, but also employees across the resort. He recognized front desk employees, bartenders, vendors, and many local staff members from Turks and Caicos. It was clear that he valued building genuine relationships with the people around him. This made the environment feel less like a typical workplace and more like a community. Seeing this leadership style helped me realize that strong leaders in hospitality are not distant from their teams they actively engage with employees and create an environment where people feel valued.
Connecting these observations to the assigned readings, it became clear how leadership and organizational culture directly influence both guest experience and employee performance. When managers create a supportive and positive environment, employees are more motivated to provide excellent service. This culture of teamwork and respect translates directly to guests, who feel welcomed and cared for during their stay. In a luxury resort environment like Beaches Turks and Caicos, this level of service is essential because guests expect not only comfort but also memorable and personalized experiences.
This study abroad experience has greatly influenced my understanding of my career goals within the hospitality industry. It showed me that hospitality is much more than a one-person effort it truly takes a village to operate a resort as large and complex as Beaches Turks and Caicos. Every department plays a role in shaping the overall guest experience. I came into this study abroad program interested in entertainment, and I am leaving feeling even more confident about pursuing a career in that area. The entertainment team was incredibly welcoming and passionate about their work. From setting up events to interacting with guests and helping with small details behind the scenes, they demonstrated how rewarding it can be to create joy and excitement for others. Watching them work confirmed that entertainment is a career path that aligns closely with my interests and goals within the hospitality and events industry.